Bulky waste terms and conditions

This agreement is made between the customer (you) and West London Waste Authority (us) and sets out the terms and conditions of use of our bulky collection service for large items of household waste across the boroughs of Ealing, Harrow and Hounslow. You will be asked to accept these terms and conditions prior to booking your collection. Acceptance means that you agree to follow the requirements of these terms and conditions.

Description

1. The Material (Bulky) Collection service is a chargeable service for the collection of household bulky items and will be managed and delivered by Litta APP Limited (Litta) on behalf of West London Waste Authority (WLWA) and their partner boroughs.

2. The collection fee is determined by the borough where the items are due to be collected from.

3. This service will act as an alternative or complementary option to existing bulky collection services carried out by participating boroughs within the WLWA area.

4. Collections are available 7 days a week between 7am and 6pm and there is no limit to the number of times the service can be used.

Booking process

5. Online bookings can only be made via the postcode checker on the WLWA website or via a link from your Council’s website if available. Telephone bookings can also be made by calling 020 4634 9526.

6. Payments can only be made using a valid credit or debit card or, if you have it, Google Pay or Apple Pay.

7. Payment taken will show on your bank statements as being made to LITTA*BULKY WASTE, who are delivering the bulky waste collection service on behalf of WLWA.

8. Where we have a valid e-mail address, we will send you confirmation of the date that you have selected for your collection and a receipt. It is your responsibility to ensure that all booking details are correct at the point of booking. Please check your confirmation email carefully as any incorrectly provided details will result in the collection not taking place and your booking will be classed as a missed collection. No refunds will be issued.

9. The chargeable bulky waste collection service will allow you to select your own date for the collection of your items. If you need to change the date of your collection, you will need to contact Litta on on 020 4634 9526 or email ealing@wlwa.bulkywasteservice.co.uk; harrow@wlwa.bulkywasteservice.co.uk or hounslow@wlwa.bulkywasteservice.co.uk.

10. You can cancel or reschedule your booking up to 12pm on the day before your scheduled collection day.

11. Collection slots are available in three time-slots – morning, evening or anytime. Morning slots will run between 7 am and 1pm and evening slots will run between 1pm and 6 pm. Choosing an anytime slot means your items will be collected anytime between 7 am and 6 pm on your chosen collection day. Collection times are not guaranteed and may vary due to operational routing and service conditions. If your collection slot has changed, you will be notified of your new collection slot.

12. There are no free or discounted collections on this service. If you are eligible to use a Council related discount e.g. Council Tax benefit or similar, then a booking should be made directly with your Council’s own bulky collection service.

Presentation and collection of items

13. Access must not be restricted by fences, walls, gates, staircases, parked cars or road closures.

14. Items must be located at the front of, and as close as possible to, your property’s boundary. Do not leave items on the pavement, public roads or anywhere else that causes a safety risk.

15. Items must be easily accessible from the road. Collection teams will not negotiate access or follow alternative instructions on the day of the collection.

16. It is your responsibility to ensure that the booked items are not mixed with any other items and are neatly presented for collection and according to your collection time slot. Items must be presented before 7am for a morning or anytime slot and before 1pm for an evening slot.

17. Residents in flats above shops can only book an anytime slot and items must be ready by 7am on collection day with a Litta collection reference number attached to the items.

18. We cannot enter your property to collect items. You will need to make your own arrangements to get all items for collection to the front of your property (or other designated collection point depending on your property type).

19. If you live in a block of flats or estate, your items must be presented outside the ground floor communal bin area and easily accessible to the collection teams. Collection teams do not have access codes to locked bin rooms and will not contact you on the day to request access or wait for items to be brought from your property. Requests for teams to text/phone before their arrival will be ignored. If there are unique access criteria for your property, please contact Litta by phone or email before you pay for your booking.

20. If you live in a property on the North Circular Road (red route), please book your collection using your home address. You must then choose the nearest non red route road to your home and leave your items on that road with your booking reference number on the collection date. You must use the additional information box to advise us of the name of that road and the specific location of your items e.g. ‘items located outside number 12 High St’. Only anytime collection slots are available for these property types.

21. If you live in a flat above a shop, your items must be out before 7 am on the day of collection, so your items can be collected before they cause an obstruction for shopkeepers and people using the public highway. Please place a label with your collection reference number on the items. Only anytime collection slots are available for these property types.

22. All items booked as one collection must be neatly presented together for collection. If you have booked separate collections on the same day, please group the items together as you listed them in each booking.

23. Only items requested at the point of booking will be collected. Any prohibited items, unlisted items or instructions to collect items listed in the additional information box will be ignored and only the listed items will be taken. This cannot be reported as a missed collection. Please visit the WLWA bulky waste website to see the current list of authorised and non-authorised items.

24. If you have any items that were unlisted from a previous collection, and you want those items collected, you will have to book and pay for a new collection on another day.

25. Fragile items such as glass items and mirrors must be wrapped before we can collect them.

26. Mattresses should be left leaning upright, so they do not get too heavy in case of rainfall.

27. Large or very large items such as white goods (American style fridges), mattresses, sofas etc may be collected separately to other items booked on the same day. If all your booked items cannot be collected at the same time, you will be notified of an alternative time or date when it will be collected.

28. Items will not be collected from back gardens, alleyways, behind locked gates, garages, sheds, inside blocks of flats, communal corridors, floors other than the ground floor or other hard to reach areas.

29. Items should be in a relatively clean and dry condition (as far as reasonably possible) and not be affected by mould or pest infestations.

30. Items must be no longer than 6 feet (excluding mattresses and fridges) and must be able to be safely carried by the collection team.

Cancellations, missed collections and non-collections

31. Cancellations will only be accepted if a request has been received by 12pm (noon) on the day before your collection.

32. If your items were not collected, please contact Litta on 020 4634 9526 or email using the appropriate address - ealing@wlwa.bulkywasteservice.co.uk; harrow@wlwa.bulkywasteservice.co.uk or hounslow@wlwa.bulkywasteservice.co.uk.

33. We reserve the right to alter the collection slot or day but will provide reasonable notice to you if that is required.

34. We can only collect items which weigh up to 40 kgs and can be safely carried by two operatives. We reserve the right to not collect any items which are heavier than this when we arrive at your property. You will not be refunded if this occurs and you will have to make alternative arrangements for the disposal of the item(s).

35. If we cannot collect your items due to adverse weather conditions, no access to your road or property due to roadworks or traffic problems, we will make a further attempt to collect those items from your property within 48 hours. You will be able to check the reason for non-collection of the booking by calling 020 4634 9526 or emailing ealing@wlwa.bulkywasteservice.co.uk; harrow@wlwa.bulkywasteservice.co.uk or hounslow@wlwa.bulkywasteservice.co.uk.

36. If there is no access to your property because of an issue caused by yourself, such as a vehicle in your driveway or unlisted items blocking your booked items, your collection will not be completed and classed as a wasted journey. We will not return to collect the items and you will not be refunded for the missed collection. You will need to book and pay for another collection and ensure that our teams have unrestricted access to the items.

37. If your collection cannot be completed on the day due to prohibited or unlisted items being present, your booking will be classed as a wasted journey.

Payments and Refunds

38. Any refunds issued will be paid within 7 working days.

39. No refunds will be given for any cancellations made after 12:00 pm (noon) on the day before the agreed collection date.

40. There are no full or part refunds for missed or unsuccessful collections that do not adhere to the collection guidance outlined within these terms and conditions.

41. No full or partial refunds will be given in any circumstances where unauthorised third parties have taken one, some or all items left out for collection.

42. Bookings classed as wasted journeys are not eligible for refunds.

Eligibility

43. Bookings are accepted from properties with a postcode located in a partner borough’s area across the WLWA region. Properties with postcodes outside the WLWA area cannot use this service.

44. Registered landlords can use this service. Proof of your licensed landlord status may be required.

45. Businesses or commercial customers are not allowed to use this service.

46. Council-based or other types of discounts (e.g. Council Tax, Universal Credit, over 65’s etc.) cannot be used for this service.