Request assisted bin collection

If you need extra help with the collection of your bin, you can request assisted collection.

If you cannot present your bins at the usual collection point due to physical difficulty and no one else at your address can help, you may qualify for an assisted collection. Alternatively, we may be able to offer you smaller bins or sacks to help.

With this service, our crew will:

• collect your bins from an agreed location;
• empty them into the lorry; and
• return them to the same spot.

Eligibility and application

You will need to explain why you need help and you may be asked for evidence.

We review requests individually, and decisions can take up to 28 working days.

If approved, we will confirm your start date. If not, you can submit further information for review.

Contact our Serco Customer Services on 0333 1099 220 for more information.

The collection point must:

• be agreed with the Council.
• be within 20–25 meters of the usual collection point.
• be easily accessible, for example, no gravel, steps, or uneven surfaces.
• have unlocked gates and no overhanging branches or shrubs, and access must be clear.
• ideally be at the front of your property.
• be away from any pets. Please keep pets indoors on collection day.

Changes or cancellation

Let us know if:

• your circumstances change.
• you move house.
• you no longer need the service.

Phone our Serco Customer Services on 0333 1099 220 to cancel.

Regular reviews

We periodically review your eligibility and may request updated evidence.

Other help

If you are not eligible or do not need full assistance:

• consider a smaller wheeled bin, which is easier to move.
• phone our Serco Customer Services on 0330 109 9220 to request a bin swap. Please be aware there may be a charge.