Waste Collection Service Standards

We commit to the following pledges when delivering services to residents:

• We’ll provide a regular, reliable collection, visiting your property when we say we will. 
• We’ll provide householders with clear information and support on our services. This information is available online and will also be provided by a range of other means. 
• We’ll collect and return emptied bins to their presentation point or otherwise safe position after collection. 
• We aim to clean any spillages we cause immediately, but where this is not possible, within 24 hours. 
• Where communal properties are served by a bin store / area, especially those with larger bins or container, the bins will usually be collected and returned to the storage point. 
• We’ll collect as many materials as possible for recycling or composting and explain what happens to them via our website.
• We’ll only deviate from the collection schedule in exceptional circumstances outside our control, for example due to extreme weather.
• When we cannot provide the service planned, customers will be advised on our website and social media.
• Where a bin is missed by the collection team (and there were no reasons to prevent collection) and you notify us of the service failure within 48 hours following the day of collection, we aim to return to collect within two working days. Please note, this does not include a Monday as our services run four days a week, Tuesday to Friday. 
• If we’re unable to empty your bin because it hasn’t been presented correctly (or due to contamination, overweight, lid up), we’ll tag the bin so you are aware of the issue. 
• We’ll tell you in advance about planned changes to services. 
• If you require a replacement bin, we aim to replace / exchange within 10 working days. 
• We aim to respond to your enquiries within 5 working days. Any complaints will be responded to in line with the council's complaint procedure (10 working days).

In addition, we’ll consider requests for:

• Additional capacity: Requests for extra blue and brown bins (max. of 3) are provided. Requests for additional black bin capacity are considered individually, in line with policy. 
• Assisted collections are available for those unable to move their wheelie bin to the collection point and where there is no one else in the household to do this.
• Healthcare waste: Once we understand your requirements, we can make suitable arrangements to collect healthcare waste from your home.
• We’ll continue to deliver our waste education service to enable more people and future generations across Derby to ‘reduce, reuse and recycle’ their waste.

In return, we expect customers to:

• Treat our staff with the respect.
• Present your bins for collection at the regular collection point. This is normally the front boundary which joins and is accessible from the public pavement, nearest to the road used by the collection vehicle. 
• Present your bins for collection by 6.30am. Bins should be presented no earlier than the evening before and taken in by 12.00 noon the day after collection. 
• Ensure bin lids are closed flat ready for collection and there are no additional bags of waste out with your rubbish bin.
• Mark bins with your house number and take care about where you store and place bins for collection to avoid causing an obstruction or safety risk. Take adequate precaution to prevent loss, or misuse such as damage, contamination, or theft. 
• Keep your bins in a clean and hygienic condition.
• Check the council's website or social media at holiday times or during times of disruption, to find out more about temporary service changes.
• Use the bins provided for the correct materials to ensure the maximum amount of your waste is recycled or composted.
• Understand that if your bin contains the wrong material or is not presented on time, we’ll be unable to empty it or return to do so before your next collection.