Bulky waste collections

By booking a bulky waste collection with us you agree to our terms and conditions (updated 1 April 2026).

The bulky household waste collection service is a chargeable service. A “bulky household item” is one which exceeds 25kg in weight or does not fit into the standard household waste receptacle.

Collection requirements

• The collection point for bulky waste is the boundary (curtilage) of the property, where waste is normally presented for collection.
• Items should be presented no earlier than the day before and by 7.00 a.m. on the agreed collection date.
• Items must be positioned so that they are easily accessible for the collection crew and vehicle.  There must be no locked gates, steps, or stairs between the collection point and the public highway.
• Items must not block pavements, roads, or create a hazard or inconvenience to other residents.
• You do not need to be at home.

Item types and presentation

• We can only collect bulky items that are listed as acceptable on our website.
• A list of items we cannot collect is available on the same page.
• All items must be left together, near to the usual waste presentation point.
• Assisted bulky collections are available for residents already approved for the assisted household waste collection service.
• Items must be visible from the road and safe for crews and the public.
• Parked vehicles must not obstruct access.
• If an upholstered item has been torn, split, or damaged, exposing foam or padding, it must be securely taped by the resident before collection.
• Upholstered items must be kept dry. If left outside, they must be protected using a secure, weatherproof cover.  If an item is wet at the time of collection, our crews will be unable to collect it, and the resident will be required to book (and pay for) a new collection once the item is dry.
• Fridges/freezers must be emptied and doors taped shut.
• Broken furniture must be tied or bundled securely, and any doors must be taped shut.
• Items must not contain additional waste of any kind.

Flats and communal properties

The collection point must be agreed with us before or at point of booking.

A site visit may be required and additional fees may apply.

Items must not be left in communal areas or building entrances for fire safety reasons.

Other collection access

Collections from service roads are permitted only where household waste receptacles are already collected from that location.

Collection – What we will do

• We may refuse to collect items exceeding 2.5 metres (8ft) in length, or over 50kg if they cannot be lifted safely by two crew members. No refund will be given.
• Bulky waste collections are for domestic household waste only. Building, commercial or industrial waste will not be collected.  
• Only items listed on your booking will be collected and all items must match the description provided at booking.
• An officer may inspect items and their location before collection.   
• If requirements are not met, we may refuse collection without refund.
• If items are not presented on the day, a card will be left to confirm we visited.   A new booking must be made at full cost.
• Crews may take photographs for verification (e.g. items not presented, wrong items left out).
• Missed collections should not be reported until after 3:00 p.m. on the booked day. 

Collection – What we will not do

• We will not collect items listed as unsuitable on our website.
• We will not collect items from inside homes, garages, sheds or outbuildings.
• Crews will not move items up or down steps or use lifts.
• Crews will not dismantle or break down furniture, disconnect appliances, remove loose waste, empty fridges/freezers.  All items that require dismantling must be dismantled prior to collection.
• If removing booked items may damage property, crews may refuse collection (no refund).
• We do not collect commercial, business, or charity waste.
• Some large metal items (e.g. American-style fridge freezers) may require special arrangements.
• We do not provide house clearance services.
• We cannot specify collection times.

Charges and booking amendments

Charges are published on our website and in the Council’s Schedule of Fees and Charges.

Once booked, items cannot be added, swapped or substituted.

If changes are required, you must cancel and rebook, you may lose the original booking slot.

Cancellations

You may cancel your bulky waste collection booking and receive a partial refund if the cancellation is made by 2:00 p.m. at least two working days before the scheduled collection date. Working days exclude weekends and bank holidays.

An administration fee of £9.50 will be applied to all approved cancellations

You may cancel the bulky waste collection booking by contacting the council’s Customer Services team on 01376 552525.

During the current transition period to the new online booking system, cancellations must be made by phone so that the council can verify booking details and process refunds in line with these terms and conditions.

Where appropriate, and once the cancellation has been confirmed, you may rebook a new collection using the council’s online booking system as it becomes available.

Refunds

Eligibility for refunds. Refunds will not be issued in the following circumstances:

• The items are no longer present at the collection point because they have been removed by someone else.
• The items exceed the maximum safe lifting weight of 50kg or otherwise cannot be safely handled by the collection crew.
• The items are not presented in accordance with the terms and conditions, including requirements relating to location, accessibility or preparation.
• The council needs to reschedule the collection due to unforeseen circumstances.  In such cases, you will be offered the next available collection appointment, but no refund will be provided.

Where a refund is approved, the council may apply an administration fee.

We may refuse a refund request if you do not contact us within the required timeframe set out in these terms and conditions.

No refund will be issued where items are disposed of in a manner different from that originally requested or agreed, including where alternative waste disposal arrangements have been made by the customer after the booking.

Disposing of other items

Items may be taken to the Household Waste Recycling Centre free of charge. Items in good condition may be donated to charities or reuse organisations. Items suitable for re-use may be diverted by partners as part of our waste minimisation work.

Cooling off period

Online bookings include a statutory 14 day cooling off period.

If your collection date is more than 14 days away, cooling off ends, before the service begins.

If your collection date is within the next 14 days, you will be asked to consent to the early start of the service and acknowledge that you may lose your cooling off rights once preparation begins.

Service delivery statement

We may amend these terms and conditions or withdraw the service. Any updates will be published on this page.

Payment confirms acceptance of these terms and conditions.

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