Our Frequently Asked Questions

Here, you should find an answer to those sticky questions regarding a new or existing waste management contract with us.

If not, try contacting us here, our friendly team can’t wait to speak to you!

New customer?

Give us a call on 0330 390 7540 and one of our team will talk you through the different services we offer.

Your bin will be delivered in 7-10 working days from when you ordered it. You will receive a text message or email once we have confirmed the expected delivery date with our supplier.

Let us know here and we will find out where your bin is

No, the driver will leave the bin at your business on the day we have advised you.

Get in touch and we will let you know what we can do – the quicker you can let us know of any change requests the better.

We recommend that you put your bin out the night before your collection day, to ensure the bin is accessible to the drivers. If you have advised us of access times and these change, please let us know. If your bin is kept outside and you are putting it in a new location, please let us know so the driver can find it.

Yes, but please do so with something that can be removed in the future, i.e. a marker pen or a laminated paper label. If you scratch or paint the bin, you may be liable to fees if you swap your bin in the future as it will be used for another customer.

Yes, but please do so with a combination lock only and let us know the code so we can put it on the driver’s notes for when they come to empty it. Please don’t make a hole in the bin unless you have checked with us first as some suppliers will charge you for this.

In most cases, no, so please ensure it is left out for collection. The exception is sanitary bins and some food bins. This is for a few reasons – the driver isn’t insured to come into your premises, and also they are on a very tight schedule and so even though it may only take an extra 5 minutes, this driver may attend over 100 customers in one shift – which all adds up. If you need to discuss this further please let us know

Existing customer?

We have lots of ways for you to contact us:

  1. Contact form on our website - If you don’t have time to speak with us right now, or if your query is more complex, contacting us on our website contact form let us know helps us understand the reason for your enquiry and deal with it accordingly.
  2. Email - You can email us at csteam@betterwaste.co.uk but if you can contact us on our website instead this will lead to a quicker response as we can directly transfer your enquiry to a relevant team member.
  3. Phone - You can give us a call Monday-Friday 9am-5.00pm on 0330 390 7540. This is a standard rate call.

Great News. We can add new services to your account, or increase the services you already have. Just get in touch to let us know what you would like.

See our Binpedia page for a list of what you can put in your bin. Please remember that any contamination may be charged for, especially prohibited items such as electricals.

If you have a general waste bin, you can use any bags.

If you have a recycling or glass bin, it’s best not to use any bags at all. We recommend tipping an internal recycling bin into your bin outside. This will save you money on bags and help the environment too.

If you have a food bin, you can either put food directly into the bin without bags, or you can use clear plastic bags/liners.

If you have ordered a bag only service from us, then you will have purchased a roll of bags up front. These are branded with the company who will be collected them and you can only use these bags for this service. If you need some more, let us know.

Yes that’s no problem. We can either arrange some additional bins to be delivered to you short term, or we can usually schedule some additional collections on your existing bins. Let us know what you need and we will let you know what we can do for you.

Please Let us know and we will find out what has gone wrong

  1. Bin Loss Cover - We always recommend taking out our Bin Cover which covers you for loss or theft of your bin. Unfortunately the bin is your responsibility so you will need to buy another one from us, which can be costly. If you have Bin Cover, we will replace this free of charge.
  2. Please check the surrounding area in case it has been put back in the wrong place by mistake. Occasionally, the bin may fall into the back of the truck which is usually caused when the bin is overweight. Let us know if this has happened and our supplier will speak to the driver and replace the bin.
  3. If you suspect your bin has been stolen you can report this to the police and get a crime reference number, to claim on your business insurance. Unfortunately, you will need to pay us for a replacement bin.

We expect normal wear and tear on the bin and can usually get it swapped for you if it is damaged. If the bin is damaged by the driver when a collection is being completed, please let us know so we can report it to the supplier immediately.

You should have received your bill 5 working days before the direct debit was taken, to your email address (check your spam filters if you haven’t received it).

We take your details for a Direct Debit when we set up your contract. If Direct Debit is not possible, we can accept BACs, CHAPS, or card payments, but prefer Direct Debit so that your contract continues without any disruption to service if you forget to pay. We do not accept cheques or cash unfortunately.

Check your duty of care certificate for the weight limit on your bin. We will always let you know when your bin has gone overweight so that you can amend your service, or your waste levels, to suit your needs.

Excess weight is charged when your bin is over the weight limit (check your Duty of Care certificate for your weight limit). We are committed to helping you reduce waste – can we help you consider what you are throwing away and therefore reduce how much you buy? If not, we need to change your service to be in line with your needs. Contact us and we will advise on the best solution for you.

We will be sad to see you go. Please get in touch with your reason for wanting to cancel and we will let you know the next steps.

Yes that’s no problem. Let us know what you’d like to change.

Yes that’s no problem. We will need the account holder to contact us and pass a few security questions and we can then add someone else onto the account to speak to us in the future.

Yes that’s no problem. Let us know or give us a call on 0330 390 7540 what you’d like to change to and from.

Looking to speak with our team?

You can make a general enquiry or contact customer service using the form opposite.

Or to request a waste management quotation for your business click the button below.

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