Garden Waste Collection - Frequently Asked Questions

Unfortunately, the national shortage of HGV drivers is continuing to worsen and is impacting a wide range of businesses and organisations.

The situation is not expected to improve for some months and so the garden waste collection service in Mole Valley is now suspended for the foreseeable future. The decision has been made to allow rubbish, recycling, and food waste collections to continue running with less drivers available.

We will contact subscribers when we have more news. Please check the Joint Waste Solutions website for further updates about your garden waste collection. We apologise for the continued inconvenience unprecedented national issue is causing. Thank you for your patience and support as we manage the situation.

If you would like to receive future updates about your waste collection service by email, please sign up to My Alerts mailing list.

Your garden waste subscription account will be credited to compensate for missed collections. For every collection that is cancelled £2.23 will be credited to your account for every bin you have.

The credits will be applied to your account at the time of your next renewal, reducing the amount you will need to pay next time. If you decide not to renew your garden waste service, then a refund can be issued at this time.

We understand your frustration with the current situation but would encourage you to maintain your subscription. However, if you would like to cancel your subscription you can and we will refund you the value of all of the cancelled collections to date and the cost of collections for the remainder of your subscription.

Please note that when the service resumes, our focus will be on collecting Garden Waste from customers and we may not be in a position to allow new subscribers to the service immediately.

You do not need to report your bin as a missed collection as we are already aware of the situation. Please continue to check the Joint Waste Solutions website for updates about your garden waste collection service.

Please don’t present your garden waste bin for collection and check for updates about the service on the Joint Waste Solutions website

We apologise for the inconvenience and thank you for your patience.

You can take it to a Community Recycling Centre for free. Details about the centres are on the Surrey County Council website.

You could also start composting your garden waste at home. This is the best choice for the environment and there is lots of information and advice about this on the Surrey Environment Partnership website including a compost bin discount.

If you are not able to dispose of what is already in your bin it will be emptied when the service restarts.

No, please don’t put your garden waste in your rubbish bin. If this happens the volumes will be such that the crews will not be able to complete the rubbish collections and your bin may not be emptied.

No, please don’t put your garden waste in the recycling bin. If this happens your recycling bin will not be emptied because garden waste is not accepted at the dry mixed recycling facility. For this reason, the whole lorry load of recycling contaminated by garden waste would be rejected.

Please be aware that it is against the law to fly-tip waste. Burning garden waste will cause pollution and be a nuisance for neighbours which could result in a fine, so we strongly advise against this.

If your garden waste bin is full and you are unable to take it to a Community Recycling Centre or compost it at home, we will empty it when the service restarts.

Compacting more waste into an already full bin will make it difficult to empty and it might damage the bin.

The uncertainty of staffing levels makes it difficult to guarantee when the garden waste collection service will resume while the HGV driver shortage continues to worsen. However, the situation will be reviewed weekly during the suspension and an update will be posted on the Joint Waste Solutions website.

If you would like to receive future updates about your waste collection service by email, please sign up to My Alerts mailing list.

If your garden waste bin is currently full and you are not able to dispose of it, we will empty it when the service restarts. However, we will not have the capacity to collect extra waste, for example bags of garden waste if you put them next to your garden waste bin.

While the garden waste service is suspended due to the ongoing HGV driver shortages, we are not taking on new customers.

If you would like to receive future updates about your waste collection service by email, please sign up to My Alerts mailing list.

You can find more information about this on the Joint Waste Solutions website.

We have looked at this option however we have 38,000 households with the recycling service, and 14,000 garden waste customers so it was considered preferable to suspend garden waste as this impacts fewer households.

We also had to take into account that if recycling was suspended, there would a risk that residents may put recycling in the rubbish bins, which would put pressure on the refuse service (due to higher volumes at each collection) which could mean we would not be able to fulfil these collections.

Please see above.

It is not true that the garden waste service has been suspended until 2022. No dates have been set though we recognise this could be a longer term issue. We continue to meet with Amey weekly to assess the situation and will restore services as soon as we are able.

We are not in breach of contract. Our terms and conditions state (number 6): 'If bad weather or some other circumstance stops us from emptying your bin(s), we reserve the right to suspend collections without warning.' We are also crediting accounts so no one is being asked to pay for a service they aren’t receiving.

MVDC will not accept any invoices or requests for payment for alternative service provision. We are crediting your garden waste account for each missed collection and that amount will be taken off your renewal.

Yes. Though please bear in mind that we are not accepting any new subscribers to the service and we do not know when we will be able to resume this.

Once we can restart garden waste collections we will initially be focussing on our existing customers and may not be in a position to accept new subscribers immediately. We will be looking to allow people to continue to subscribe to the service as soon as we can after this point though.

If you are within the first year of your contract then we will refund the full cost of the bin as well as the remainder of your contract. If you have had your bin for more than 1 year then we will only refund the cost of the remaining part of your contract.

When we first started to experience problems with GW collections, we had hoped to be able to continue to offer a reduced service, essentially running a monthly GW collection service across the partnership (Mole Valley, Elmbridge, Surrey Heath and Woking).

However, the number of HGV drivers reduced further very quickly and despite considering all options we had to make the difficult decision to suspend the service. It is unfortunate that the service stopped just a few days before the collections would have resumed in Mole Valley and we are conscious that many people will have full bins.

When services can resume, Mole Valley and Woking will be prioritised ahead of Elmbridge and Surrey Heath.