Frequently asked questions about the temporary closure

Why has my collection been delayed?

Our lorries will be diverted to a number of waste collection sites. This means their journey time may increase significantly. We might not be able to get to you when you would normally expect us.

When will you come back to collect my rubbish if you ran out of time?

If we don't get to a collection at the normal time, we will be there but it may not be until the next day. If in doubt leave it out!

Why did you only collect my food waste today?

Part of our contingency plan is to split the kerbside collections. You may have your food waste collected on a different vehicle to your general rubbish/recycling bins. This should still be collected on the same day. If in doubt leave it out!

Will you come back to missed collections the next day?

There is likely to be delays in us getting back to missed collections. This could be more than two working days. Our focus will be on clearing the main rounds and then catching up on missed collections. If in doubt, leave it out!

Will this temporary closure affect street cleaning?

Our street cleaning services will also see potential delays in sweeping streets or clearing fly tips. If we cannot collect a fly tip we will leave it in place but taped off. Longer travel times may reduce the amount of cleaning / fly tips we get to during the week or delay response times.

Will my sharps and/or clinical waste collection be affected?

No. These collections should not be affected.

Will my garden waste service be affected?

Our garden waste lorries will be diverted to Chertsey. This means their journey time may increase. We might not be able to get to you when you would normally expect us. If in doubt, leave it out.

Will I get a refund on my subscription if my garden waste isn't collected?

No. Your garden waste will be collected, we just might be running later than you would normally expect us.

I think my rubbish collection has been missed.  What should I do?

You must report your missed bin collection within two days of the collection date. You can check your bin collection days on our website. If it's been more than two days since we missed your bin, you'll have to wait until your next collection day.