Bulky waste collections

A bulky household item is something that:

• weighs more than 25kg, or
• is too large or not appropriate to place inside your usual household waste bin.

Examples include furniture, large appliances and mattresses. A full list of items we can and cannot collect is available on our website.

You can book a bulky waste collection:

• By calling our Customer Services Team on 01376 552525

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

You do not need to be at home, as long as your items are presented correctly at either your usual or agreed collection point.

Items must not block pavements, roads, or create a hazard or inconvenience to other residents. See “Where should I leave my items?” and “What access is required?” below.

Once your booking is confirmed:

• items cannot be added, swapped or substituted, and
• only the items listed on your booking will be collected.

If the crew arrives and the items presented do not match what was booked, a collection will not take place.

If you need to make changes, you must cancel your booking and make a new one. You may lose your original booking slot.

Items must be placed:

• at the boundary (curtilage) of your property, where your bins are usually collected
• where they are clearly visible from the road
• without blocking pavements, roads, or causing hazards

Items cannot be collected from inside homes, gardens, garages, sheds or outbuildings.

Items should be put out:

• no earlier than the day before your collection
• by 7:00am on the day of collection

We cannot offer specific collection times.

Collections take place between 7:00am and 3:00pm

Please don’t report a missed collection until after 3:00pm on your booked day.

There must be:

• no locked gates
• no steps or stairs
• no obstructions between the items and the public highway
• no parked cars blocking access to your items

If access is not safe or clear, we may not be able to collect your items.

We will only collect items that are listed as acceptable on our website.

We will not collect:

• DIY, commercial or business waste (including charities)
• items listed as unsuitable on our website

Our crews must be able to lift items safely.

We may refuse to collect items that:

• are longer than 2.5 metres (8 feet), or
• weigh more than 50kg

If an item cannot be lifted safely by two crew members, it will not be collected, and no refund will be given.

Yes - all items must be safe for collection.

Please make sure:

• fridges and freezers are emptied of all food and have the doors taped shut
• broken furniture is securely tied or bundled together
• any doors on items are taped shut (for example, fridge/freezer/cabinet doors)
• items do not contain additional waste inside them

Upholstered items (sofas, armchairs)

• any tears exposing foam or padding must be securely taped
• items must not be wet or waterlogged

If an upholstered item is wet and too heavy or unsafe to lift at the time of collection, we will not be able to collect it. You will need to book and pay for a new collection once it is dry.

Assisted bulky collections are available for residents who are already approved for the Council’s assisted household waste collection service.

If you are not registered for assisted collections, you must make sure items are placed correctly and safely at your usual or agreed collection point before collection day.

For flats or properties with difficult access:

• the collection point must be agreed with the Council before or at the time of booking
• a site visit may be required, and an additional fee may apply

Items must not be left in:

• communal areas
• shared hallways
• building entrances

This is due to fire safety risks.

Yes, you can cancel your booking. Cancellation deadlines and refund rules are set out in our terms and conditions. You can do so by calling our Customer Services Team on 01376 552525

A refund will only be given where a booking is cancelled by 2:00pm at least two working days before the collection date, and an administration fee of £9.50 will apply in line with the terms and conditions.

Refunds may not be issued if, for example:

• items are removed by someone else before collection
• items are too heavy or unsafe to lift
• items are not presented according to the terms and conditions
• we attend but cannot collect due to access or safety issues

Where a refund is approved, an administration fee of £9.50 will apply, in line with the terms and conditions.

If items are not presented at the agreed collection point on the scheduled day, the crew will not be able to collect them.

A card will be left to confirm the visit, and a new booking will be required at the full cost.

In some circumstances (for example, severe weather or unforeseen operational issues) the Council may need to reschedule your collection.

If this happens, you will be offered the next available collection date. Refunds are not provided in these circumstances.

Please only report a missed bulky waste collection after 3:00pm on your scheduled collection day. You can do so by calling our Customer Services Team on 01376 552525

If items are not collected, it may be because:

• they were not presented in the agreed location
• they were not accessible or safe to collect
• they did not match the items booked
• they were too heavy or too large
• the items were wet, damaged, or badly presented

If crews attend but cannot collect, a card will be left to confirm the visit. You will need to make a new booking, which will be charged at the full rate.

Crews may take photographs to record why an item was not collected.

Yes. You can:

• take items to your local Household Waste Recycling Centre free of charge
• donate items in good condition to charities
• use community reuse platforms like Freecycle

As part of our waste minimisation work, items collected through the bulky waste service that are suitable for reuse may be diverted for reuse rather than disposal.

We do not collect black bag waste as part of our bulky waste collection service.

You can take black bag waste to your local Household Waste Recycling Centre free of charge. If your household regularly produces black bag waste which cannot fit within your wheeled bins, please visit our additional capacity request pages for more information.