Large item collection service terms and conditions 2020/21

Horsham District Council provides an opt-in chargeable service to collect up to 8 large or bulky household items, such as furniture or appliances, from your home. This is referred to as ‘the service’ in this document. Throughout these terms and conditions, ‘you’ refers to the householder and ‘HDC’ refers to Horsham District Council. By paying for the service you accept these terms and conditions.

Collections take place between 6am and 6pm Monday to Friday (excluding bank holidays).  We can give you an exact day for collection but not a specific time.

Items we will and will not collect

We will collect:

• Furniture such as beds, mattresses, tables, chairs and other large items that are not upholstered domestic seating
• White goods such as fridges/freezers, washing machines, tumble dryers and cookers
• Electrical equipment such as TVs, computer screens and microwaves

We won't collect:

• Garden waste
• General building waste such as hard core, concrete, rubble, gas canisters, paint pots, plasterboard
• Hazardous waste including tyres and car batteries
• Asbestos or materials containing asbestos
• Upholstered domestic seating  as part of our large item collection service.  These would need to be booked through our separate Upholstered Furniture Collection Service

Pricing

This is a chargeable service.   The cost per item (including VAT) is as follows:

• £30 for the first item
• £25 for each additional item

We review our prices annually.  Price increases usually take effect on 1 April and are published on our website.

Discounts

The following discounts apply:

• If you receive full housing benefit and Council Tax Support: 50% discount
• If you are state pension age and receive full benefits: free collection

Payment

You can pay by credit or debit card.

Payments can be made online or over the telephone when arranging a booking.

We do not accept cash, cheques or postal orders.

Before you book

There are plenty of people, places and charities that might like your unwanted items.  If yours are in usable condition, please consider swapping, selling or donating them.

Booking a collection

If you would like to book a collection, please complete the booking form on our website

You are entitled to a reduction in the cost of a large item collection if you:

• receive full housing benefit and Council Tax Support; or
• are of state pension age and receive full benefits.

Please tell us when you book.

Alternatively, please call our Customer Care Team on 01403 733144 with a list of items you would like collected.  The office is open Monday to Friday (excluding bank holidays) between 9am and 5pm. Please have your debit/credit card ready for payment.

Preparation and collection

Items will be collected on the arranged collection day.

Please put your items out ready for collection by 6am on the day of collection.

All items must be left outside for collection, in one accessible location that is close to vehicle access.  We will be unable to collect items that are, for example, located down a side path or in a back garden with no access.

Unless we have agreed otherwise, we are unable to enter your property to collect items.

Please ensure that your items do not block the pavement or road.

If you live in a flat, items should be placed in clear view outside of the front door on the day of collection.

All items should be reasonably clean and empty, otherwise they may not be taken.

All fridge/freezers must be empty with their doors taped shut.

Any items which may be susceptible to weather damage should be covered up.

Any additional items left with booked items or items which are not as described in the booking form will not be taken.

Items collected may be recycled, reused or disposed of at our discretion.

If your items are not collected, you must tell us within 24 hours of the collection day.

Rescheduling or cancelling a collection

You can reschedule or cancel your collection up to midday the day before collection Monday to Friday (excluding bank holidays) by calling our Customer Care Team on 01403 733144.

If items are not available for collection when the crew arrives,  or you do not contact the customer care team up to midday before collection Monday to Friday (excluding bank holidays) to cancel, you will not be entitled to a refund and you will need to rebook and pay for a new collection if required.

There may be times when the Council has to reschedule a collection for reasons beyond its control. If this happens, we will contact you as soon as possible to let you know and to arrange a new collection date.

Adding or removing items

We will collect up to 8 items.

If you add items, you must pay the additional cost per item and you will need to tell us what you are adding otherwise the crew will not collect.

If you remove items, you will receive a partial refund provided that you tell us in advance.

You can make changes to your booking up to midday the day before collection Monday to Friday (excluding bank holidays), by calling our Customer Care Team on 01403 733144.

Refunds

We will give you a full refund if the collection is cancelled by midday the day before collection Monday to Friday (excluding bank holidays).  No refund will be given for late cancellation.

We will give a refund if we miss a collection and don’t come back to collect within 48 hours of you notifying us of the missed collection.

No refund will be given if:

• you put out fewer items than you paid for and you did not tell us in advance
• items for collection are not put out by 6am on the day of collection
• items are missed because they were not put out for collection correctly

To request a refund, please call our Customer Care Team on 01403 733144.

Your information

We will only use your personal information as set out in our Privacy Statement.