Bulky waste collection

• On your collection day
• Items not left out/visible/accessible
• Amending or cancelling your booking
• Important information
• Data protection

On your collection day:

• Your items must be put out by 6am at the agreed collection point.
• Our operatives will not enter your property or back garden at any time.
• Items must be easily accessible on ground-floor level and within easy access to the road (e.g., forecourts, front gardens, driveways).
• Keep items for collection clearly separated from your other belongings.
• Items, including wardrobes & fridges/freezers, must be emptied of all contents.
• Ensure items are covered to protect them from the elements, as they could become too heavy to lift if they get wet and will not be taken.
• For flat-fronted properties, items can be placed on the pavement no earlier than 7pm the evening before the collection day.
• For tenants living in a Housing block of flats, items should not be left in the communal area until the day before the scheduled collection day, even if you are getting help moving the items.
• We will only collect the items agreed with you at the time of booking - any additional items left out will not be taken.
• We have until 4pm to pick-up your items on collection day.
• The Council accepts no liability for damage to private property.

Items not left out/visible/accessible

If our crews attend your property and are unable to collect your items due to any of the reasons above, we will need to recover our costs - a fee of £25 will apply.

For chargeable collections, this fee would be deducted from any refund due. If rebooking, the fee would need to be paid and then a new appointment made.

For free collections, you would not be able to apply for another free collection for the next rolling 12-month period. If a payment was made at the time of booking, the £25 fee would be deducted from any refund due.  If rebooking, the £25 would be waived, however, standard prices would then apply to the new appointment.

Crews will not return on the same day and if you choose to reschedule your booking, it will be for the next available collection day, which could be several weeks later.

Amending or cancelling your booking

You can cancel or make changes to your booking up to 2 working days prior to your scheduled collection day. To do this, please ring us on 023 9284 1105 or email us at recyclingandrubbish@portsmouthcc.gov.uk.

If you cancel your booking up to 2 working days before your collection - we will refund you in full. After this time, a £25 fee will be deducted from any refund due.

If you wish to remove any items from your booking within 2 working days of the collection, a £25 fee will apply and will be deducted from any refund due.

If you wish to add any items to your booking within 2 working days, we will need to check with our crews to see if there is space on the van. If there is, you will be charged accordingly for the extra cubic meterage of those additional items.

You have a legal right to change your mind within a 14-day 'cooling-off period', however, there would be an exception to this if you choose to accept a collection date that is less than 14 days away. In this case, our fees would still apply if you decided to amend or cancel within 2 working days before collection.

Important information

If we are unable to collect the items for operational reasons (for example, adverse weather conditions or vehicle breakdown), we will collect as soon as is reasonably practicable. We are not responsible for delays outside of our control.

We may reject orders if the item exceeds 2m in length or if you are based outside of the areas we collect from (i.e. another council collects your waste and receives your Council Tax payments).

You have rights under the Consumer Rights Act 2015 if there is something wrong with your service.

If you have any complaints about our bulky waste collection service, please contact our Clean City Services team on 023 9284 1105 to discuss your issue or email us at recyclingandrubbish@portsmouthcc.gov.uk and we will reply to you within 5-10 working days.

These terms and conditions are applicable and correct at the time of your booking, however, we reserve the right to change our services and these terms.

Data Protection

If you agree to receiving a waste collection service, we will need to collect some personal information from you, including your payment information.

Your information will be stored securely and only used to take your payment and arrange a waste collection service with the Estate Services team or our Waste Collection team.

We may also share your information with our Estate Services team for the improvement of our service delivery.

We use your personal data as set out in our Privacy Notice, a copy of which can be provided upon request.