Have questions? We’ve got answers.
This page covers the most common questions we receive about our services and contracts. Whether you’re looking for information on collections, payments, legal compliance, or something else – you’ll likely find it here.
If you don’t see your question listed, feel free to contact us and our team will be happy to help.
This depends on your supplier’s availability, but we’ll always do our best to find a solution that works for you.
If you need to request a change, simply contact our Customer Service team by clicking the ‘Raise a Request’ button on the Services page of the WB Hub portal.
If you need to change your collection date, simply use the ‘Raise a Request’ button on the ‘Services’ page in the WB Hub.
We’ll work with you and your supplier to adjust the schedule wherever possible.
Yes, you can! If you’d like to change how often your collections happen, just send us a request using the ‘Raise a Request’ button on the ‘Services’ page in the WB Hub.
We’ll work with you and your supplier to make the change wherever possible and ensure your collections suit your business needs.
Yes, you can! If you don’t need a scheduled collection, just give us at least 48 hours’ notice before the collection date.
To arrange this, log into the WB Hub and navigate to the ‘Raise a Request’ button on the ‘Services’ page, and our team will be happy to help.
Absolutely! You can request additional collections, though please note there may be a charge based on your waste type and bin size.
Just head to the WB Hub and click on the ‘Services’ section and use the ‘Raise a Request’ button. Our Customer Service team will get in touch to help you with the details.
Yes, you can!
Just go to the WB Hub and navigate to the ‘Services’ area and click on ‘Raise a Request,’ then select ‘Amend Your Service.’ Our Customer Service team will get in touch to help arrange the changes for you.
To help avoid missed collections, please make sure your bin is placed in the usual spot and accessible during the agreed access times you’ve provided. This way, the driver can easily collect your waste without any issues.
While we can’t provide an exact time, please make sure your bin is accessible the night before your scheduled collection. This helps ensure a smooth and timely pick-up on the day.
You can find all the details about your upcoming collection days in the ‘Services’ section of the WB Hub.
Simply click the ‘Schedule of Service’ button to view a monthly calendar of your collections. You can even filter by service type to see exactly what’s coming up.
You can view your current collection schedule in the WB Hub, navigate to the ‘Services’ section and click on the ‘Schedule of Service’ button to see a monthly calendar with all your upcoming collection days.
If your bin was blocked or couldn’t be accessed on the scheduled collection day, you’ll need to arrange a re-collection with our team. Please be aware that there may be an additional charge for this service, which will need to be settled before we can reschedule the collection.
To get this sorted, just reach out to our dedicated Customer Service team by using the ‘Raise a Request’ button within the ‘Services’ section of the WB Hub.
We’ll get back to you quickly with the next available collection date.
If your collection was missed, simply go to the ‘Services’ page within the WB Hub, select the service that was missed, and click the red ‘Report Missed Collection’ button. We’ll take it from there!
Collections can be missed for a few reasons, like the driver running out of time on their route, a vehicle breakdown, driver illness, supplier issues, or the collection vehicle reaching full capacity before your stop.
If a collection is missed, you’ll find the reason explained in the ‘Notifications’ section of the WB Hub.
At Waste Basics, we take full responsibility for making sure your waste is collected properly. If a collection is missed due to our error, we’ll arrange an additional pickup with a trusted partner at no extra cost to you. However, please note that we don’t issue refunds or credits for missed collections.
Waste Basics takes care of arranging your waste removal responsibly. If a collection is missed, we’ll organise an extra pickup with a trusted partner at no extra cost to you. However, we do not issue refunds for missed collections.
We aim to complete the recovery of a missed collection bin within 48 hours.
If the collection doesn’t happen within this time, please let us know, and we’ll arrange a clearance within the next 24 hours.
You can get in touch with our Customer Service team via the WB Hub, by using the ‘Raise a Request’ button.
Yes, you can! If you’d like to add more services, our team is here to guide you. We’ll talk you through the options available and help tailor your agreement to suit your business needs.
Just use the ‘Raise a Request’ button on the ‘Services’ page, and one of our friendly advisors will be in touch.
You can view and download all your invoices anytime in the WB Hub, simply navigate to the ‘Billing’ section. It’s quick and easy to access whenever you need them.
You can check your payment dates anytime in the WB Hub, within the ‘Billing’ section.
Absolutely! Just get in touch with our dedicated Customer Service team by using the WB Hub to ‘Raise a Request’. Navigate to the ‘Billing’ section and click ‘Raise a Request’.
They’ll be happy to help you make the change and will contact you to arrange everything.
A Duty of Care Waste Transfer Note is an important document that ensures your waste is managed responsibly and in full compliance with the law.
It records the transfer of waste from your business to your waste carrier, providing a clear audit trail from where the waste was produced to its final disposal. This helps guarantee that all waste is handled safely and disposed of in an environmentally responsible way.
This charge covers the cost of creating and maintaining the legal paperwork required to manage your waste responsibly.
It ensures your business stays compliant with waste regulations, with proper records kept of how your waste is collected, transported, and disposed of safely. The fee also reflects the administrative work needed to stay up to date with changing environmental and health standards.
As the waste producer, you’re legally required to keep a copy of the Duty of Care Waste Transfer Note, just like your waste carrier does. This document is important for staying compliant with regulations, passing audits, and keeping your waste management process transparent and accountable.
Not signing or keeping this note would put you in breach of Section 34 of the Environmental Protection Act 1990 – which is a criminal offence.
In the WB Hub, you can find your contract end date in the ‘Documents’ section.
To cancel your contract, we’ll need written notice at least 30 days before your contract end date (but no more than 3 months in advance).
You can check the specific notice period for your agreement in the Terms and Conditions, which you’ll find in the WB Hub within the ‘Documents’ section.
Our auto-renewal policy means your contract will automatically continue at the end of its term unless you tell us otherwise, following the Terms & Conditions. This way, you don’t need to worry about manually renewing or missing important dates.
If you decide not to renew, simply provide notice before your contract ends. You can find full details on how to do this in the Terms & Conditions section of your contract.
Our Customer Service Team will be happy to help you add a new contact to your account.
Just head to the WB Hub and navigate to the ‘Services’ page and click the ‘Raise a Request’ button to let us know. We’ll take care of the rest for you.
One of our advisors can guide you through this process step by step.
Simply get in touch with our Customer Service Team by using the WB Hub. Log in and click the ‘Raise a Request’ button, and we’ll be happy to help.
If you have any concerns or complaints, you can easily raise them by clicking the ‘Complaints’ section in the footer of the website. We’re here to help and want to make sure your experience is a positive one.
Your supplier is chosen based on who can offer the best service in your area.
You can find details about your supplier in the WB Hub within the ‘Services’ page and within your Duty of Care Waste Transfer documentation.
This document is available in the ‘Documents’ section of the portal and clearly shows all the information you need about your local service provider.
At the end of your contract, we aim to remove your bin within 30 days.
We aim to deliver your bin within 7–10 working days. Our dedicated onboarding team will keep you updated throughout the process to make sure your delivery goes smoothly.
Our suppliers usually give a full-day delivery window. Don’t worry, we’ve already passed on any access or time restrictions you’ve told us to make sure the delivery goes smoothly.
Specialist Waste Deliveries (like sharps, offensive or hazardous waste, sanitary bins, etc.):
Someone needs to be on-site during delivery hours to sign for these items. This helps ensure your safety and confirms the delivery was received properly.
Non-Specialist Waste Deliveries (such as general waste, food, recycling, glass, etc.):
No need to be there! Our drivers will deliver the bin, and our onboarding team will check in with you the next working day to confirm everything went smoothly.
Sometimes, delays with bin deliveries can happen due to unforeseen issues with our suppliers.
If there’s any delay, we’ll do our best to keep you informed ahead of time.
You’ll receive updates through the WB Hub and via text messages.
If your bin has been stolen, don’t worry – we can replace it free of charge once you provide a police crime reference number.
Please get in touch with our helpful Customer Service team within the WB Hub. Simply use the ‘Raise a Request’ button to report the incident and arrange your replacement.
If your bin is damaged and it’s not due to negligence or misuse, we can arrange a replacement free of charge.
Just reach out to our dedicated Customer Service team using the WB Hub. Click on ‘Raise a Request’, and we’ll take care of the rest.
If you’ve lost your bin keys, just get in touch with our Customer Service team by using the Raise a Request button in the WB Hub. We’ll arrange a replacement key for you as quickly as possible.
When you start your contract with us, we work closely with your supplier to understand your access needs. If you need to change or update your access times at any point, just submit a request using the WB Hub. Click on ‘Raise a Request’ on the ‘Services’ page, and we’ll help get it sorted.
If your bin is one of our lockable bins, don’t worry, our drivers always carry the keys they need to collect your waste.
However, if you’ve added your own lock, please make sure the driver has access to a key or that the bin is left unlocked and easy to access on collection days.
At Waste Basics, the safety of our collection teams is a top priority. Please ensure that no bin weighs more than 125 kilograms to help keep everyone safe during collection.
If a bin is overweight, we’ll notify you so you can adjust accordingly. For full details on weight limits, please refer to your contract.
Any additional charges for overweight bins will be invoiced monthly in arrears.
If overweight bins happen repeatedly, we’ll review your account to make sure your collection schedule fits your needs. We may suggest adding extra bins to help manage your waste more effectively.
At Waste Basics, we’re dedicated to reducing landfill and aiming for as much recycling as possible. When you use dedicated recycling bins – for glass, food waste, or other materials, you can be confident that this waste goes straight to the right recycling processes.
On rare occasions, like if a collection vehicle breaks down, recycling waste might be temporarily mixed with general waste. But don’t worry, that waste is taken to a sorting facility afterward, where recyclables are carefully separated.
By sorting your waste correctly, you’re playing a key part in helping us keep waste out of landfill and support a more sustainable future.
To make sure you’re putting the right waste in the right bin, please check out the detailed guide in the Help & Support section of the WB Hub. It covers everything you need to know!