Garden waste terms and conditions
The following areas define the expectations and limitations of the garden waste collection service.
1. Service description
The garden waste collection service runs from spring to autumn and is chargeable. We will carry out a maximum of 15 garden waste collections per household during this period. A sticker and a garden waste bin will be provided for each bin that is subscribed and delivery is paid for, which will be emptied on a day specified by us once in every two weeks. There is higher subscription fee for those signing up for the service after the deadline date of the 31 January 2021.
2. Service eligibility
Subject to the following points, we will offer a garden waste collection service to properties where we currently collect garden waste. The service will not be offered to properties or service collection areas if it is not viable to do so within current resources.
- Each collection area/property must be easily accessible by a 26 tonne refuse collection vehicle. This includes being able to empty bins and manoeuvre the collection vehicle (turn round) easily and safely.
- The garden waste bin must be stored within the boundaries of the property.
- New properties/estates will be offered the service if the above points apply.
It should be noted that the above eligibility criteria apply to all properties including those properties that require an assisted collection.
3. Application process / payment
a) Residents will be required to subscribe for the garden waste collection service on an annual basis.
b) We reserve the right to refuse an application for the garden waste collection service based on the criteria for the scheme as described in section 2.
c) The payment for the collection service will be £34 per year per bin registered before the deadline date, the charge after the deadline date is £36.
d) Payment can be made by various methods including over the internet, by telephone and in person at the civic centre.
e) Residents can register for the current season of collections throughout that season, but note that late registrations will receive fewer collections during the period of the service for the £36 charge. Therefore by signing up late you may not receive the full 15 collections and no collections are owed or carried forward to the following season. Residents cannot register for the following year of collections until after the current season has ended.
f) Following payments made during November to February we will issue garden waste stickers, calendars and where applicable garden waste bins by the end of March. For payments made during March to September we will issue garden waste stickers and calendars within 15 working days and where applicable garden waste bins within seven working days* (Exemptions to this policy apply during inclement weather, in cases of operational difficulty or any event of 'Force Majeure').
g) We reserve the right to vary the fee. Appropriate notice will be given prior to any alteration.
h) We have a duty to keep records up to date therefore we require customers to notify us of any changes to their personal details.
a) Except where cancelled in accordance with section 12, no refunds will be provided for cancellation of the service.
b) If there is any misuse of the service or the garden waste bins for that property then the service may be cancelled by us; there will be no refund in these circumstances.
c) If a collection has been missed by us, a repeat collection will be provided within five working days. There are no refunds of all or part fees for missed collections.
5. The garden waste bins
a) The garden waste bin(s) is provided for use by householder(s), but remain our the property. There is no limit to the number of garden waste bins that can be supplied per property.
b) If requested, householders will be provided with additional garden waste bins at an additional cost of £35 for the supply and delivery of each bin plus the charge for the collection service per year per bin.
c) Where no garden waste collection service has previously been provided, householders will be provided with garden waste bins at a cost of £35 for the supply and delivery of each bin plus the £34 charge for the collection service per year per bin if signing up before the deadline of 31 January 2021, the charge after this date will be £36 per bin.
d) Only garden waste bins supplied by us, will be emptied. Garden waste presented in any other container will not be collected.
e) Requests for garden waste bins will be logged and issued by us within seven working days*.(Exemptions to this policy apply during the initial scheme rollout, during inclement weather, in cases of operational difficulty or any event of 'Force Majeure').
f) The garden waste bins may not be new but will be supplied in a serviceable condition. The registered person is responsible for the general condition and cleaning of the garden waste bin whilst in their possession.
g) Lost or stolen garden waste bins will be replaced at a cost of £35 for supply and delivery.
h) We will accept no liability for garden waste bins used for any other purpose other than for the collection of garden waste. Misused garden waste bins may be removed.
i) We reserve the right to remove all garden waste bins that are not used for the garden waste collection service or if there is evidence of misuse.
j) On payment of the annual subscription, we will issue each property with a bin sticker. Stickers issued by us for the garden waste collection service must be placed below the bin handle and are the responsibility of the householder. There is a space for the address to be written in permanent marker. Garden waste bins must be presented with the sticker facing towards road / collection route.
k) No service will be provided for garden waste bins not recorded on our waste management system and/or not displaying a garden waste sticker for the applicable year.
l) If the garden waste bin is compacted too densely it is unable to be emptied by the bin crew. The householder will then be required to loosen it enough that it can be emptied on the next scheduled collection day.
6. Collection days
a) Garden waste will be collected once every two weeks on a specified day. We reserve the right to alter the collection day or collection season, but will provide notice to subscribers of any changes.
b) The service operates from Tuesday to Friday. Subscribers will be issued with collection details prior to the service starting showing the proposed dates for collection of the garden waste bin.
7. Presenting garden waste bins
a) Garden waste bin(s) must be presented at the kerbside on the boundary of the property by 7.30am on the day of collection. The garden waste bin(s) are to be placed at the same point as the household refuse and blue recycling collection service bin(s) for collection on their respective day of collection.
b) All garden waste bins must be clearly visible from the road, without any obstructions, away from hedges and walls and presented handles facing the kerb so the sticker can be clearly seen.
c) After emptying, the garden waste bins will be returned to the boundary of the property. It is the resident's responsibility to ensure that the garden waste bins are brought back onto their property the same day.
8. Assisted collections (help to put your bin out)
An assisted collection service is available upon request for eligible households. If you already receive assisted collections and you are eligible for the garden waste collection service, it will automatically be arranged for your garden waste bin when you subscribe.
9. Missed garden waste bins
a) Garden waste bins are to be presented for collection by 7.30am on the designated day of collection.
b) If garden waste bins are not presented by 7.30am on the day of collection, garden waste bins cannot be reported as missed and will not be considered as a 'missed' collection. Responsibility for correct disposal of the waste will then become that of the householder.
c) Garden waste bins not presented for collection at the time the bin crew arrive at the property will be recorded on the electronic waste management system as a 'bin not presented for collection', which will be submitted to Customer Services on a real time basis whilst the vehicle is in the street.
d) If a bin is recorded on the waste management system as 'not presented', the responsibility for disposal will become that of the householder and we will not return to collect the waste.
e) Should a missed collection be reported on the designated day of collection (subject to the waste management system not showing the bin as being 'not presented' for collection) where possible, we will return and collect the waste within five working days not including the day of collection.
f) Where householders do not present their garden waste bin for collection in accordance with our requirements, the householder will have the following options:
- take the waste to a household waste recycling centre;
- store the waste until the next collection day;
g) All garden waste must be presented safely and suitably in the bin provided on the next collection day.
10. Moving house
a) The service relates to collections from a particular property or household. The service is not transferable either within or outside of Gateshead. The payment made is for the collection service at the property.
b) If you move house, please leave the garden waste bin at the property.
c) We have a duty to keep records up to date therefore we require customers to notify us of any changes to their personal details.
11. What can be put in the garden waste bin - acceptable material, contamination and overweight garden waste bins
a) Only loose garden waste may be placed in the garden waste bin. Garden waste includes grass cuttings, flowers, small amounts of turf and soil, small tree branches, loose leaves, shrub and hedge trimmings, but not large branches (greater than 5cm in diameter), and no stones, gravel. The garden waste must not be placed in plastic bags or any other sort of packaging, as this affects the composting process and contaminates the resultant compost.
b) Contaminated garden waste bins (bins containing incorrect materials) will not be emptied, will have a tag applied and will be recorded on the in cab waste management system. If the bin is contaminated it is your responsibility to remove the item(s) of contamination prior to the next collection. If the contamination continues, we may remove the bin without refund.
c) Garden waste bins that are overflowing or overweight will not be emptied. A tag will be placed on the bin by the crew to identify it as being overweight when they are either not able to move the garden waste bins, or the vehicle is not able to lift the bin to empty it. If the bin is too full or overweight, it is the householder's responsibility to remove the item(s) prior to the next collection. If the householder fails to do so we may remove the bin without refund.
d) The bin lid must be closed when presented for collection.
e) No side waste will be collected, meaning no extra waste next to the bin or balanced on the lid.
12. Your right to cancel the service
You have 14 working days from date of payment to cancel the service if you have not already received a collection. The delivery charge can also be refunded as long as the bins have not been delivered. Requests to cancel the service can be made using the following methods:
- email to email@example.com referencing 'garden waste cancellation', the full address of the property and the relevant contact details.
- phone on 0191 4337000. Your details will be retained for marketing purposes for our waste related services for one year should you subscribe to the service and subsequently cancel.
13. Statutory Rights
These terms and conditions of the garden waste collections service do not affect your statutory rights.
14. Data Protection Statement
We collect information about you when you subscribe to this service; the information collected is:
- property address
- email address
- phone number
We have a duty to keep records up to date therefore we require customers to notify us of any changes to their personal details.
How we will use this information
When you subscribe to the service, we collect information about you to allow us to provide the service and to allow us to contact you in relation to the renewal of your current subscription.
Your personal details will not be passed to any other organisation or third party. We may contact you to participate in customer satisfaction surveys.
*Exemptions to this policy apply during the initial scheme rollout, during inclement weather, in cases of operational difficulty or any event of 'Force Majeure'.
For the purposes of these terms and conditions "Force Majeure" means an event or circumstance which is beyond our reasonable control and shall include war, civil war, armed conflict or terrorism, strikes, lockouts or other industrial actions, riot, fire, flood and earthquake.