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Waste collection changes

From 10 May the day and week of your bin collection may change.

You'll shortly receive your revised bin calendar in the post which will tell you if your collection is changing.

All calendars will be distributed between Monday 19 April and  Friday 7 May. You could receive your calendar at any time up until or on 7 May . From 10 May you can look up your collection dates online with our MyAccount service.

 

MyAccount and your collection days

You can already check your current collection day by using our MyAccount service. From 10 May the MyAccount system will reflect any changes to your day or week.

MyAccount is a new way to access council services. If you're not already signed up to MyAccount why not register below? It's quick and easy and means you can view council information tailored to you. You can find out more about the service on our MyAccount information page

Why are collection schedules changing?

To allow us to work smarter and greener, Folkestone & Hythe District Council and Veolia are working together to make your collections more streamlined and reliable. The new and efficient routes have been designed to be more environmentally friendly, with new vehicles emitting fewer harmful emissions. During the adjustment period, we will do our best to keep the impact as low as possible and continue to provide a high quality service.

What is changing?

To be greener and more efficient, our recycling and waste vehicles will change collection routes from 10 May. This may result in a change to your day, week or time of your collection. Please note, some residents may experience both a day and a week change.

There will be no changes to your containers, or the materials that can be collected in each container. For a reminder of what materials should be put (and not put) in your recycling,  waste and food bins please see our household recycling and rubbish pages

When will I find out what is changing for me?

You will shortly be receiving an updated collection calendar with further information. Please read this carefully as this will inform you of any changes to collections at your property. This leaflet also provides advice on what you should put in each of your bins. 

All calendars will be distributed between Monday 19 April and  Friday 7 May. You could receive your calendar at any time up until or on 7 May. From 10 May you can look up your collection dates online with our MyAccount service.

What if there is a long wait between my old and new collection day?

To ensure a smooth transition into the new service, some households will receive one-off additional refuse collections to bridge the gap between old and new schedules. During this transition, the maximum wait between refuse collections will be 17 days (three days longer than usual).

If this affects you, you will receive information about the additional collection with your new calendars. You may have to wait longer than usual between recycling collections but don't worry, we will collect any additional recycling presented on your new recycling day. 

What time will my bin be collected?

Your bin can be collected any time from 7am to 5pm on your collection day. Please do not report a missed bin until after 5pm. 

What do I do if my recycling and waste isn't collected?

Your recycling and waste can be collected at any time between 7am and 5pm on your collection day.

If your recycling and waste containers were not presented at the edge of your property when the crew came to empty them you will need to wait until your next collection date. 

If your recycling bin is contaminated (contains materials that shouldn't be in there) it will not be emptied. Find out what materials can go in your recycling bin on our dedicated page about what you can recycle from home

On occasion, there may be incidents that cause delays to your recycling and waste collections. Please ensure you leave out your recycling and waste for our crews to collect until 5pm before reporting a missed collection, and report this within 24 hours of the non collection. 

If your waste hasn't been collected, you can report this to us on our missed bin page

Will my communal waste collection day change?

If you live in a flat and have a communal waste bin you day or week may change like other residents. However, as you use a communal bin you do not need to do anything. 

Will my garden waste collection day change?

If you're a subscriber to the Garden Waste Collection Service, your garden waste collection day will remain the same.

Will my assisted collection day change?

If you currently have an assisted collection your day or week may change like other residents. However, your assisted collection will remain in place and you do not need to contact us. 

Will my clinical waste collection change? 

If you currently have a clinical waste collection this will be unaffected by the changes. 

Will bulky waste collections change? 

Bulky waste collections are requested by residents when needed. These will be unaffected by the changes. 

What measures are in place to ensure services don't suffer?

As with any change, we expect there to be a period of adjustment while our crews and residents get used to using the new schedule. Measures will be in place to ensure that our residents continue to receive a quality service. This includes having additional crews on stand-by should they be needed.

Folkestone & Hythe District Council and Veolia will also be monitoring the ongoing performance of the service closely to ensure any issues that arise are rectified quickly.

What impact is this change going to have?

We understand that potentially changing your bin collection day or week is a big thing and could be something that is inconvenient initially.

We're letting you know early about the change and about how important it is that you check your calendar to try and make this potential change as smooth as possible. All costs associated with the change and the communications are being covered by Veolia.

These route changes will mean that the service you receive will be more efficient and reliable - as well as more sustainable too. Thank you for your patience as this changeover takes place.

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