Assisted collections

If you have difficulty using our standard waste and recycling collection services, you can request assisted collections.

Eligibility

You may be eligible for assisted collections if your ability to leave household waste at the front-edge of your property is impacted by a:

• Disability
• Medical condition
• Mobility problem

We're only able to offer an assisted collection to households where no one living there can use the standard service.

If someone in your household is able to carry bags of shopping in, for example, it's likely they can carry bags of rubbish and recycling out.

Where crew can collect from

If your request for an assisted collection is accepted, it means you don't have to leave your waste at the front-edge of your property.

Your waste and recycling assisted collected will be made from your front doorstep or another front entrance, like outside the garage door.

Collection crew can't come inside your property to make an assisted collection.

Blocks of flats and communal bins

If your flat has large communal wheeled bins which your household struggles to use, you should contact your managing agent, landlord or housing management to understand what support is available.

Length of service

If your request for assisted collections is accepted, you'll be signed up for either the long-term or short-term service. This will depend on your reason for requesting collections.

Long-term collections

Long-term assisted collections run for a period of 36 months. 

After this, we'll send you a reminder letter to check:

• Whether you still need the service
• That you still live at the same address

You'll need to contact us to continue with the service.

Short-term collections

Short-term assisted collections run for a period of 12 months. 

After this, you'll need to contact us to continue with the service if you still need it.

Cancellation

You can cancel at any time if you no longer need assisted collections.

Make a request

For further information and to request assisted collections, call 020 8871 6000.

Assessing your request

After your request is made, our collection contractor will assess the outside of your property within two weeks. You don't need to be at home for this to happen.

If our contractor can provide assisted collections, your address will be added to the assisted collection list within two weeks.

If our contractor can't provide assisted collections, we'll contact you.