Garden waste - frequently asked questions

A small number of people are reporting problems accessing the online payments page.  Our IT team are looking into this.  Most people who have experienced this issue have been able to successfully renew online by using a different web browser or device. 

Therefore, if you have access to a different browser (such as Google Chrome, Firefox, Internet Explorer or Microsoft Edge), or have a different device that can be used, please revisit the payments page (this is the same link that is in your email and on our garden waste page) and try again. 

Alternatively, please call us on 0300 456 0103 and press option 2 to speak to an adviser who can take your payment. 

Central government has cut the allocation of funding to Wiltshire Council. This, combined with rise in demand for key service, means the council must save more than £13m this year.

The cost of the service will be £50 per bin, this year. No concessions will be available.

You can sign up and pay online. Payment can be made by debit or credit card. Alternatively you can pay over the phone by calling 0300 456 0103.

Yes, if you would like to have your garden waste collected then you will need to pay £50 per year. We will make sure that you have the same capacity for garden waste as those people who have bins. This will mean that you can have up to a maximum of four sacks. If you have room to accommodate a bin please contact us. Alternatively subsidised food waste digesters, which also compost garden waste, are available.

You do not need to contact us to opt-out.

Yes, each additional bin will be charged at £50 per bin, this year. There is no limit on the number of bins residents can have.

When you pay to receive a garden waste collection your property details will be added to a collection round and given to a collection crew. You will be sent a garden waste sticker to place on your bin. This will identify that you have paid for the year. Bins will not be emptied if the stickers are not clearly visible to our staff.

Yes, you can share your bin with a neighbour if you wish. The bin will be charged to one resident and will be collected from that property only.

You can sign up to receive the service at any point during the year. The annual charge runs from 1 July until 30 June each year. If you sign up part way through the year you will be charged a pro-rata amount until the end of June.

Yes, you can sign up and pay for the new service at any time. Once you have paid for the new service the council will arrange for the delivery of a garden waste bin. There will be no delivery charge if you have not had a garden waste bin collected within the last year.

Yes, we will continue to offer subsidised food waste composters which will also compost garden waste. This is a good alternative to paying for a collection or taking garden waste to a  household recycling centre. You will also create great compost to use at home.

Yes, you can continue to take your garden waste to any of Wiltshire Council's household recycling centres free of charge. Please check the opening hours of your nearest household recycling centre before visiting .

The council offers subsidised food waste composters which will also compost garden waste. This is a good alternative to taking garden waste to the household recycling centre. You will also create great compost to use at home.

No concessions will be available.

No. The collection crews will visit your property regardless of whether you put your bin out for collection. You could talk to your neighbours about the possibility of sharing the cost and a bin.

No, the chargeable service will only be suspended for two weeks over the Christmas and New Year period. The annual charge is based on 25 collections per year.

Yes. Under the Environmental Protection Act 1990, councils can charge for the collection of garden waste. Charging for the collection of garden waste will bring Wiltshire Council in line with almost all neighbouring councils who have a charged service. You can still take your garden waste to any of the council's household recycling centres at no charge.

You should not put garden waste in your household waste bin. Additional waste placed next to your household waste bin will not be collected. If you choose not to receive the kerbside garden waste collection service then you could compost at home or can take your garden waste to any of the council's Household recycling centres (HRCs) at no charge.

Yes. The council does not collect garden waste for two weeks over the Christmas and New Year period which will mean that residents that pay for the chargeable collection will receive 25 collections each year.

• Check collection dates

No. Only residents who pay to have their garden waste collected at the kerbside will have their Christmas trees collected. One Christmas tree will be collected per property. Residents who don't sign up for the chargeable garden waste service can take their Christmas trees to any of the council's household recycling centres for free.

No, all garden waste must be contained within the bin with the bin lid closed.

The council will continue to own the bins.

Yes. These larger bins are left over from before Wiltshire Council was formed in 2009. It is council policy to provide 180 litre garden waste bins and therefore as these old bins need to be replaced they will be replaced with standard 180 litre bins, ensuring all residents receive the same service. It would not be cost effective to retrieve all larger bins in use and replace them with new.

No. The annual charge is based on the collection of garden waste from a 180 litre wheeled bin which is the standard size used across the county.

When you move house all bins should be left at the property. Please contact the council to inform us that you are moving so we can collect your garden waste bin or ask the new resident if they wish to receive the service. 

If you would like to continue to receive a charged garden waste collection from your new property we can transfer your contract to your new property and will ensure that a bin is available at your new house. If you are moving outside of Wiltshire or would like to cancel your contract you can do so but you would not be entitled to a refund.

You should clearly mark your property name or number on the garden waste sticker that you will be given once you have paid for the service. You should also ensure that your bin is placed in a location which means that it is difficult for others to put waste in your bin, unless you choose to share this with them. 

Retrieving your bin from the kerbside soon after it is emptied will also help to ensure that others do not use your bin.

We occasionally experience problems with emptying bins where the contents have been over-compacted or frozen. Our refuse loaders will endeavour to shake the bins two or three times to try to release the contents as much as possible but some waste may remain in the bin. Unfortunately, we are unable to return to empty these bins and would ask that you please release the contents before adding any more waste to the bin.

We understand the concerns over waste collection staff working as 3 person crews. The council's contractors have been closely following the guidance from government, Public Health England, the NHS and the Waste Industry Safety and Health (WISH) Forum since the start of the pandemic.  This guidance has been regularly reviewed and continues to state that good hygiene is the most important control in preventing the spread of COVID-19, combined with cleaning hard surfaces in vehicles regularly.  The crews are encouraged to wash their hands regularly, not touch their eyes, nose or mouth and, where possible, ventilate vehicle cabs when travelling.  If staff have symptoms (or if someone in their household has symptoms) they are told not to come in for their shift and to arrange to take a COVID-19 test and follow government procedures.  The WISH guidance recognises that for large rural counties such as Wiltshire, it's not possible to restrict crew sizes without having a significant impact on waste and recycling collections.  The crews also work in small "bubbles" wherever possible and follow social distancing guidelines at all times whilst at the depot.  By strictly following this guidance and practice, the frontline waste and recycling collections have been able to continue to operate. 

Industry guidance advises that face coverings are not currently required to be worn during waste and recycling collection activities. This is because there may be additional risks when undertaking manual work as the face coverings may need to be regularly adjusted and changed by placing hands close to the eyes, nose and mouth. Additionally, face coverings may become moist and trap contaminants which could be then be transmitted to the wearer due to the prolonged time they would be worn during collection activities. Crews members are allowed to wear a face covering should they choose to do so, and are provided with face coverings and advice on how to use them safely.