Q: COVID-19 related question - Why are you asking customers to renew by 17th May?

A:

If existing direct debits are not activated in the month that they are due those direct debits will be automatically cancelled by the bank resulting in increased administrative workload and costs in getting them reinstated. New direct debits can sometimes take up to two months to be effective.

Q: COVID-19 related question - Why were my Garden Waste collections suspended?

A:

It was necessary to suspend collections due to higher than usual contractor staff absence relating to the Covid-19 pandemic. Priority has been given to completing household waste and recycling collections. Please be aware that staffing levels will continue to be reviewed and should it be required the collections will be suspended to prioritise the collection of waste and recycling.

Q: COVID-19 related question - When will the garden waste service recommence?

A:

We are pleased to announce that garden waste collections will resume from   Monday 4th May 2020. please place your brown bin(s) out for collection by no later than 7am on your next scheduled collection day from Monday 4th May onwards.

Q: COVID-19 related question - When the service recommences can we put out additional garden waste?

A:

We appreciate you may have accumulated a large amount of garden waste whilst collections have been suspended. However only garden waste presented in a brown bin will be collected as the waste vehicles have limited capacity and we wish to complete the daily rounds. Please keep your excess waste and filter it into your brown bin over a period of weeks.

Please do not under any circumstance place garden waste into your household waste or mixed recycling bins. This is contamination and will result in your bins not being emptied. We understand you will have additional garden waste but please do not overfill your brown bin, this will make them too heavy and likely to become damaged.

Q: COVID-19 related question - Will I be compensated for the period of suspended collections?

A:

As an existing garden waste customer, we appreciate your support throughout the COVID-19 crisis when it has been necessary to suspend your garden waste collections so we can prioritise essential services. We hope you will understand the difficult circumstances our contractor faces and how hard they are working to resume these collections as soon as possible.

As a thank you, for the year 2020/21 we will hold your subscription charge at £35 per bin for next year. All NEW customers will pay £40 per bin per annum.

Q: COVID-19 related question - Are the Waste Tips still open?

A:

No -All Household Waste Recycling Sites across East Sussex are currently closed.  Updated information can be found here: East Sussex County Council – Recycling Sites

Q: Why do I have to pay for my garden waste to be collected?

A:

What limited funding we have as a Council is focused on essential and priority services. Garden waste collections is a voluntary service we offer to our residents with gardens and is not viewed as an essential service by all residents. We therefore ask those residents who choose to take up the offer to contribute towards the cost of the service.

Q: How much will I have to pay for my garden waste to be collected?

A:

The garden waste subscription service charge from 15th July 2020 to 14th July 2021 for existing customers who are RENEWING their 2019/2020 subscription is £35 per bin per year.

The garden waste service charge from 15th July 2020 to 14th July 2021 for NEW customers is £40 per bin per year, roughly a cost of £0.77 per week.

Q: Has the subscription charge increased?

A:

Yes – But only for NEW customers. For the first time in five years the annual charge will increase by £5 to £40 per bin per year from 15th July 2020 to 14th July 2021 for all NEW customers.

Q: Why has the subscription charge increased?

A:

The £5 per year per bin increase reflects the increasing cost of providing this much valued service. However, this charge still remains lower than neighbouring Authorities. This is the first increase in 5 years.

Q: Why are customers who are RENEWING their 2019/2020 subscription for 2020/2021 only paying £35 per bin per annum?

A:

Existing 2019/2020 customers may have missed some collections from March 2020 during the COVID 19 suspension of collections

In recognition of the suspension of collections existing customers who renew by 17 May 2020 will be charged £35 per bin for this renewal. Renew now by completing your Direct Debit at: www.rother.gov.uk/GWpay

Q: How do I pay for the garden waste?

Q: My garden waste was not collected, what do I do?

A:

Please report your missed collection within 24hrs online here www.rother.gov.uk/rubbish-and-recycling/ or by phoning customer services on 01424 787000. Once reported the crew will return to collect the missed bin.

Q: Will I be refunded for missed collections?

A:

As set out in the terms and conditions, generally you will not be refunded for missed collections as we will do all we can to rectify a missed bin collection. We ask that you report any missed collections promptly so that we can arrange to return to collect your bin as soon as possible.

Q: Do I have to let you know if I no longer want to have a garden waste collection?

A:

Yes please, visit the garden waste do not renew form and fill in the form. Alternatively you can advise us by email Garden.Waste@rother.gov.uk

Q: What if I sign-up to receive this service but then move house?

A:

If you move to another property in the Rother District, then just let us know by contacting Customer Services. Please remember to leave the brown bin(s) behind at your old address in line with the Terms and Conditions. If your new property already has a brown bin and service you will take over this garden waste service for the remainder of the current year. If there are no containers at your new property you will need to contact us and pay for a new registration at that property.

Q: I produce garden waste but do not wish to pay for its collection. What can I do with it instead?

A:

If you prefer you can take it to one of the household waste recycling sites (tips) for which there is no charge or alternatively, compost it at home.

Q: What if I sign-up to receive this service but then move to a new house?

A:

If you move to another property within the Rother District, then just let us know by contacting Customer Services. Please remember to leave the brown bin(s) behind at your old address in line with the Terms and Conditions. If your new property already has a brown bin and service, you will take over this garden waste service for the remainder of the current year. If there are no containers at your new property you will need to contact us and pay for a new registration at that property.

Q: How big are the garden waste bins?

A:

The bins are the same size as the current green wheelie bins with a 240-litre capacity. Smaller wheeled bins with a capacity of 140 litres are available on request.

Q: Can I have more than one garden waste bin?

A:

Yes, up to a maximum of 3. Each additional bin costs £40 per year. Please let us know how many you require when ordering.

Q: My Bin is currently broken anyway. How can I get it fixed or replaced?

A:

You can register that your bin has been lost or damaged here:

Order a new/replacement bin

Q: I want to have a garden waste collection but live in a flat or receive weekly waste collections?

A:

You may still be able to have garden waste collected, but it will vary depending on your property. You can still register, and we will get in touch if there’s a problem.

Q: What happens if I register for multiple bins and change my mind?

A:

No problem, we can collect any bins you no longer need. However, there are no refunds for returned bins. Alternatively, you can reduce the number of bins when you renew the service the following year.

Q: Can I share a bin?

A:

Yes, but only one invoice can be raised with one collection address which you will have to agree.

Q: What happens if two people at the same address register?

A:

Only one garden collection will be registered as it is based on the address not the person.

Q: Can I have an assisted garden waste collection?

A:

Yes, if you currently have an existing assisted collection for waste and recycling then your garden waste can be registered as assisted too. If you don’t have an assisted collection please contact Customer Services who will be able to assist you.

Q: Are there any concessions for the garden waste service if I am elderly, disabled or on benefits?

A:

No, there are currently no concessions available. Waste can be taken free of charge to your nearest household waste and recycling site (tip).

Q: How long does the garden waste service last?

A:

The service runs over a fixed 12-month period from 15th July through to 14th July the following year. The annual charge applies to this fixed period no matter what date you join the service. It is not the case that if you are a new registration your subscription will run for a full year from the day you join.

Q: Why is garden waste collections suspended over Christmas?

A:

Garden waste collections are suspended over Christmas due to demand for the service at this time of year being minimal. These staff resources are far better utilised supporting waste collection rounds due to the significant increased volume of waste experienced over the Christmas period.

Q: What happens if my garden waste freezes to the bin?

A:

If garden waste freezes to the inside of the bin and does not come out when tipped at collection it will need to be presented at the next scheduled collection when it hopefully has thawed out. We cannot request the contractor returns a few days later as it is not considered a missed collection.

Q: Can I put my Christmas tree in my brown bin?

A:

Yes you can but it needs to be cut up so it fits in the brown bin. Whole trees must not be placed outside the bin for collection, they will not be collected.

Q: Can I place garden waste in my household waste bin or mixed recycling bin?

A:

No. Garden waste MUST NOT be placed in either the refuse or recycling bins. Any refuse or recycling bins containing garden waste will not be emptied.

Q: Where can I see a copy of the Terms and Conditions for the service?

A:

A copy of the Terms and Conditions are available here: Garden Waste Terms & Conditions