Coronavirus (COVID-19)

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Garden waste service restarting – FAQ’s

Understandably, residents who use our garden waste service may have questions as to why we had to suspend collections in March and how we’re able to restart now. If you’re unable to find the answer to your question below, please do get in contact with us.

When will the service restart?

Yes, fortnightly garden waste collections will resume from Monday 22 June on your usual collection day. Residents who use the service can check when their next collection will be by using the ‘where I live’ feature on our homepage. Type in your postcode, select your property and click on the calendar.

How will I know when my bin will next be collected?

We will continue the same collection schedule as before – so if you would have had your garden waste collected week commencing 22 June, you will do so again. Remember your garden waste is collected on alternate weeks to your mixed recycling bin. You can check when your next collection will be by using the ‘where I live’ feature on our homepage. Type in your postcode, select your property and click on the calendar.

Why was the garden waste service suspended?

This difficult decision was made due to the levels of Covid-19 related absence within our teams. Suspending the service allowed us to focus our resources on the essential household waste collections at a time when we have seen large increases in the volume of every type of household waste and fly-tipped rubbish.

We know that garden waste members have been disappointed but we could not resume collections until we could do so safely and without risk of affecting the household waste collections.

Other (neighbouring) councils are running their garden waste service – why are you different?

We’ve had relatively high levels of Covid-related staff absence within our teams which impacted on service delivery. Our borough also has more people shielding than elsewhere in the county and our staff reflect the residential population.

All our crews are based in-house which brings many benefits but also means we have a more limited pool of staff.

Reigate & Banstead also has the greatest number of homes among Surrey boroughs.

Overall, we have a slightly more complex way of collecting household waste than other boroughs as we collect paper and card separately  – and this in particular has increased significantly during the lockdown.

Why are you taking payments for a service you’re not providing?

Members make a one-off direct debit payment for the service. We continued to take this payment as we were always planning to resume the service as soon as possible. Members who continued with their membership would be able to have their garden waste collected as soon as the service was back up and running, without needing to rejoin.

Will garden waste service members receive any compensation?

All garden waste members will receive £20 per bin off the cost of their annual renewal to thank them for their patience and as compensation for the disruption to their service. A refund of £20 will automatically be credited to the payment accounts of members who renewed in April or May this year - they should receive this by the end of June. Other members will have £20 automatically deducted from their annual bill when they renew.

Why was I not told the garden waste service was being stopped?

Garden waste services were suspended during the early stages of the coronavirus pandemic and it was an emergency decision. We contacted members by email where possible, undertook a social media campaign, announced it via a press release and our website. We apologise to anyone who was not informed and do encourage all members to register for a MyR&B account and provide an email address.

Will you be collecting extra waste that I’ve accumulated during the suspension?

This will depend on the volumes of excess garden waste we encounter when we restart.  We will do our absolute best to collect extra waste, however, we would be grateful if you could split any excess across at least two collections.  Thank you.

Will you now be open to sign up new members or members that have cancelled during the suspension?

Residents will be able to sign up or re-join the service from the 15 July. It may take up to three weeks for your bin to be delivered, which is standard practice. If you already have a garden waste bin, it may still be a three week lead time for your first collection to allow us to support our existing membership.