Onward WASTE 632205 Garden Waste Collection User Guide

Onward WASTE 632205 Garden Waste Collection

Specifications

• Product Name: Onward Waste Ltd Garden Waste Collection Service
• Operating Hours: Kerbside Collection from 7am until 7pm
• Service Provider: Onward Waste Ltd
• Contact Information: T: 01983 632205  E: support@onwardwaste.co.uk

Product Information
Welcome to your Garden Waste Collection Service Guide by Onward Waste Ltd. This guide is designed to help you effectively manage your garden waste collection needs. It contains valuable information on what you can dispose of, collection schedules, and tips to optimize your service experience.

Contents:

• Seasonal Gardening Tips
• Dos & Don’ts Guidelines
• Affixing Stickers to Wheelie Bins
• Understanding Kerbside Collection
• Missed Collections Procedures
• Monitoring Collections

Product Usage Instructions

Seasonal Gardening Tips

Spring (Mar to May)

• Pruning and Planting: Trim dead branches and prep beds for new plants. Start sowing seeds indoors.
• Lawn Care: Regular mowing and aeration for healthy growth.
• Pest Control: Monitor pests and take control measures early.

Summer (Jun to Aug)

• Watering: Regular watering, especially in dry spells.
• Deadheading: Remove spent flowers for new growth.
• Enjoying Your Garden: Enhance outdoor space with seating areas or features.

Autumn (Sept to Nov)

• Harvesting: Coll ect fruits and vegetables as they ripen.Plant spring bulbs. Lawn Maintenance: Clear fallen leaves and apply top dressing.
• Preparing for Winter: Protect plants from frost and winter-proof your garden.

FAQs

Q: What should I do if my bin hasn’t been collected as scheduled?
A: If your bin is missed, please contact Onward Waste Ltd at T: 01983 632205 or E: support@onwardwaste.co.uk for assistance.

Q: Can I dispose of hazardous materials in the garden waste collection service?
A: No, hazardous materials are prohibited. Refer to the Dos & Don’ts Guidelines for acceptable items.

Introduction

Welcome to your Garden Waste Collection Service Guide. This comprehensive booklet is your key to making the most of your garden waste collection service with Onward Waste Ltd. We’ve designed this guide to provide you with all the essential information you need to seamlessly manage your garden waste and enjoy a hassle-free collection experience.
The information contained in this guide has been carefully curated over the last three years, incorporating valuable insights from customer feedback. This ensures that the content is relevant and tailored to your needs.

Inside, you’ll find details on what you can and can’t dispose of, collection schedules, and valuable tips to maximise the benefits of your service. Our commitment to efficiency and customer satisfaction is at the heart of this guide.

Thank you for choosing Onward Waste Ltd for your garden waste collection needs.

Seasonal Gardening Tips

Gardening in the UK presents unique challenges and opportunities throughout the year. Here are some tips to help you make the most of each season in your garden.
Onward Waste – Garden Waste Collection Guide 3

• Pruning and Planting: Early spring is ideal for pruning dead branches and preparing beds for new plants. It’s also a great time to start sowing seeds indoors.
• Lawn Care: Begin regular lawn mowing and consider aerating your lawn to encourage healthy growth.
• Pest Control: Keep an eye out for pests that become active in spring and take early action to control them.
• Watering: Regular watering, especially during dry spells, is crucial. Water plants either early in the morning or late in the evening to reduce evaporation.
• Deadheading: Regularly remove spent flowers from plants to encourage new growth and prolong blooming.
• Enjoying Your Garden: Summer is the perfect time to enjoy the beauty of your garden. Consider adding seating areas or features like bird baths to enhance your outdoor space.
• Harvesting: Harvest fruits and vegetables as they become ready. It’s also a good time to plant spring bulbs.
• Lawn Maintenance: Rake up fallen leaves and consider applying a top dressing to your lawn.
• Preparing for Winter: Protect sensitive plants from frost and start to winter-proof your garden by insulating plant beds and checking the health of trees.
• Planning: Use this quieter time to plan for the next year. Consider new plants or garden redesigns.
• Winter Planting: Plant bare-root trees and shrubs and consider winter-flowering plants to add colour to your garden.
• Tool Maintenance: Clean, and sharpen garden tools so they’re ready for spring.
  • Wildlife Friendly: Create a wildlife-friendly garden with bird feeders, insect hotels, and native plants.
  • Soil Health: Regularly check and improve your soil quality,adding compost or organic matter as needed.
  • Sustainable Practices: Consider environmentally friendly practices like rainwater harvesting and natural pest control.

Dos & Don’ts

WHAT CAN I PUT IN MY GARDEN WASTE BIN?

Grass cuttings, plant clippings and prunings, including those from hedges and shrubs, plants, cut flowers and weeds
Fallen fruit (windfalls) but please limit it to no more than a quarter of the bin each time
Leaves, twigs, bark and small branches

WHAT CAN’T I PUT IN MY GARDEN WASTE BIN?
Japanese knotweed, ragwort, food waste, soil, turf, stones
Pet litter or bedding, pet faeces, plastic plant pots, polystyrene compostable or cornstarch bags
Fence panels and posts, treated wood, glass, artificial Christmas trees, ash, shredded paper

WHY WE NO LONGER COLLECT EXTRA WASTE WITH YOUR BIN

In the past, the collection of extra waste relied on the discretion of the driver and the available space on the vehicle. However, our primary reason for ceasing the collection of extra waste with your bin is the financial implications involved. The disposal of waste incurs costs determined by its weight, and we must also account for the load capacity of our collection vehicles. On a daily basis, our drivers handle a substantial volume of bins, often exceeding 200, and any additional weight can result in more frequent unloading, potentially causing disruptions to the collection schedule.

Our decision is primarily driven by a commitment to cost-effectiveness and the aim of ensuring that our collections operate efficiently and punctually.

Unless a paid extra collection service has been booked with us, any excess waste left outside your garden waste bin will not be collected.

Affixing Stickers to Wheelie Bins

When personalising your wheelie bins with stickers, please adhere to the following guidelines to ensure compliance with our service standards:

ACCEPTABLE STICKERS

• House Name or Number
• You may use plain or reflective stickers to display your house name or number.
• Slow Speed Warning Stickers indicating a request for slow speed are permitted.

PROHIBITED MODIFICATIONS

• No Paint
• No Spray Paint
• No Engraving
• No Screwing Numbers
• No Unnecessary Stickers

Refrain from using stickers that are not essential for identification or safety purposes.

Please avoid placing any stickers over our company logo. At the end of your service period, please ensure that all of your stickers are removed from the bin.

Understanding Kerbside Collection

For a smooth and efficient collection process, it’s essential to ensure your bin is easily accessible to our collection drivers. Here’s a guide to kerbside collection placement:

1. On the Pavement: If you have a sufficiently spacious pavement, place your bin there. For those who leave council bins on the pavement, please continue to use the same location.
2. No Pavement: In the absence of a pavement, position your bin as close to the road as possible. This could be at the entrance of your driveway or within your gateway. However, it’s crucial not to place bins directly on the road.
3. Avoid Obstructions: Be cautious not to obstruct your bin by placing it behind a wall or hedge, or too close to one, as this might cause it to be missed by our drivers.
4. Mind Parked Cars: Where possible keep in mind the presence of parked cars along the kerb. Ensure your bin placement allows ample space for our collection vehicles to access it without obstruction.

Unlike council services, our drivers do not accompany the vehicles on foot. Our collection vehicles are dispatched directly to your address, making it essential that bins are easily accessible and visibly placed for collection.

Understanding Kerbside Collection

Collections are from 7am until 7pm
Our waste collections commence promptly at 7am, with the very first bin collected right on time.

The collection window extends until 7 pm, covering all locations across the island. Therefore, it is crucial that you place your bin out for collection by 7 am. If you’re not an early riser, we recommend preparing your bin the night before.

If you fail to put your bin out in time for collection, we can recollect for a fee of £12. The fee is designed to help cover the additional costs incurred.

Missed Collections

Collection Calendars

You can access all your collection dates online,24/7, throughout the year. In case you encounter any difficulties finding your collection dates on our website, don’t hesitate to get in touch with us at support@onwardwaste.co.uk or call our office on 01983 632205. We will ensure that you receive the correct collection dates.

By default, collection dates are sent to you via email. However, if you don’t have internet access, we can mail you a physical collection calendar.

Missed Garden Waste Collection Information
If you believe your garden waste collection has been overlooked, please inform us by completing a missed collection form on our website. Alternatively, you can contact our customer service line on 01983 632205 and use our missed collection line to notify us. It’s essential to consider the following:

Was your bin or bags placed out for collection on the correct day?

Was it clearly visible to the collection driver?

Was the bin out by 7am on your designated collection day?

If you answer ‘NO’ to any of the above questions, please refrain from reporting it as a missed bin collection. You have the option to contact our office and request an additional collection, but please note that there will be a £12.00 charge incurred, including VAT, for this service.
Upon receiving your missed collection notification, one of our customer service advisors will review your account and assess your collections. If a missed bin is confirmed, an advisor will inform you when your bin will be rescheduled for collection.

Bins may occasionally be missed due to obstructions or human error, and in such cases, we will promptly reschedule the collection.
While we understand that a missed bin collection can be frustrating, we kindly request that you maintain a respectful and courteous tone when communicating with our customer service advisors. They are here to assist you.

Monitoring Collections

Our commitment to reducing missed collections and delivering exceptional customer service is reflected in the following measures we’ve put in place:

1. Driver Status Updates: Each driver is responsible for marking every address with a status update, indicating whether the collection was successful or marked as a failed attempt.
2. Visual Documentation: In the event of a failed collection, our drivers capture a photo of the property or obstruction. This visual record assists our customer service advisors in the office in tracking and resolving these collections.
3. Vehicle Tracking: Our collection vehicles are equipped with GPS breadcrumb tracking technology, allowing us to continuously monitor the routes, timing, and locations of our vehicles.
4. Individual Bin Identification: Every one of your bins is assigned a unique order number and linked to the respective driver on collection days.
5. Time-Stamped Run Sheets: Whenever a driver visits your property, an electronic, time-stamped run sheet is automatically generated, complete with any associated photos (in the case of failed collections). This meticulous documentation ensures we have an accurate record of each collection attempt.
6. Route Planning Oversight: A route planner continuously monitors and optimises these operations throughout the day to ensure efficiency and reliability.

Frequently Asked Questions (FAQS)

Need assistance? Our Customer Service is open from 9am to 4pm, Monday to Friday

How can I cancel my service?
To cancel your service, you can contact us by calling 01983 632205 or emailing us at support@onwardwaste.co.uk.

How can I obtain next year’s calendars?

We dispatch calendars for the upcoming year in December. It’s an annual practice for our customers.

I require an additional collection, what’s the process?

If you find the need for an extra collection, you have two convenient options. You can book it online, or you can contact our office directly on 01983 632205.

I’ve lost my calendar; can I get a replacement?

Yes, you can easily access and download collection calendars from our website 24/7. However, if you prefer a physical copy by post, please get in touch with us, and we’ll arrange it for you.

Want to renew your subscription?

To renew your subscription, we’ll reach out to you 4-6 weeks before it expires, allowing ample time for you to renew. You can renew online or over the phone, and if you have any queries, don’t hesitate to contact us.

Can I upgrade my service?

Absolutely! If you’re looking to upgrade your service, simply call our office on 01983 632205 or send us an email detailing the service you’d like to upgrade to. Our team will handle the adjustments for you.

My bin hasn’t been collected; what should I do?

If you suspect that your bin has been missed during collection, you can promptly report a missed bin collection by phone or through our website.

I forgot to put my bin out at 7 am.

Unfortunately, if your bin isn’t placed out for collection on time, we won’t be able to re-collect it. However, you can easily book an extra collection online to manage the situation.

What happens if I don’t renew?

If you choose not to renew your service, we will schedule a collection of your bin. Once your subscription has lapsed, further collections won’t be provided.

Can I keep my bin when I move house?

Certainly! If you move to a new address, kindly inform us, and we’ll arrange to transfer your service to your new residence.

Can I request additional bins?

Yes, many of our customers have 2, 3, and even 4 bins at their properties. Ordering an additional service is straightforward; you can do it online or contact our office for assistance.

Do you collect side/extra waste with my bin/bags?

Our standard service covers the contents of the bin/bags only, and we do not collect extra waste. However, you can book additional waste collections in several ways, including purchasing our garden waste sacks and arranging collections alongside your bin on your scheduled collection day.

Do you provide bin cleaning as part of the service?

No, maintaining the cleanliness of the bin is your responsibility while you use our service.

Can I dispose of windfall fruit (e.g. apples) in my bin?

Windfall fruit and similar produce grown in your garden are considered garden waste and can be placed in your garden waste wheeled bin if you have subscribed to this service. However, any such items brought into your kitchen are classified as food waste and should be placed in your outdoor food waste bin. Please avoid overfilling your garden bin with heavy windfall fruit there should be no more than a 1/4 of the bin with windfall fruit, as this can strain the bin and present a safety risk to our collection crew.

Can I use paper or plastic liners in my garden waste bin?

Please refrain from using any liners in your garden waste bin. Ensure that all garden waste is placed loosely within the bin. Bins with liners may not be collected.

Can I put food waste in my garden waste bin?

No, the garden waste bin is intended solely for garden waste; it does not accommodate food waste.

If I wish to cancel, do I receive a refund?

If you have received your bin and have already undergone collection cycles, a refund will not be issued.

Help Center
Can’t find the answer you’re looking for here? Why not visit our Help Center at onwardwaste.co.uk, where you’ll find further information on all of our products and services.

Moving House?
If you’re relocating, kindly inform us of your new address, or notify us if you no longer require our service. We’ll arrange to retrieve the bin. As the bin is owned by Onward Waste Ltd, it is crucial for us to keep track of our assets.

Have Extra Garden Waste?

Need Black Bags Collected?

Did you know that you can schedule a pickup of your general waste, leaving the dirty work to us. Whether it’s household rubbish, or any black bag refuse, our team is ready to swiftly collect and dispose of it responsibly. Say goodbye to the stress of managing your own waste; let us handle the cleanup while you focus on what matters most.

ORDER ONLINE OR CALL US ON 01983 632205

References

• Onward Waste - Commercial Waste & Garden Waste | Isle of Wight

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