This policy explains how collection enquiries are arranged, what customers can expect before and during a collection, and the practical timeframes that apply to our non-hazardous waste collection and clearance services.
W.P.E SERVICES LIMITED provides non-hazardous waste collection and clearance services for households, properties and local businesses. Collection arrangements depend on the material, approximate quantity, collection address, access and the date requested.
Our collection service covers suitable non-hazardous waste and unwanted items within the service categories advertised on our website.
This may include:
The actual suitability of a collection is considered from the information supplied before the collection is arranged.
Customers should provide enough information for us to understand the requested collection.
Sending an enquiry does not by itself create a confirmed collection appointment.
Enquiries received during normal working periods are normally reviewed within 1 working day.
Where further details are needed, the customer may be contacted before a collection date is discussed or confirmed.
A collection becomes confirmed only after the agreed date and relevant arrangements have been communicated.
A preferred date should ideally be submitted at least 24 hours in advance. Earlier requests are recommended where the collection is larger or requires additional planning.
To help the collection run smoothly, customers should prepare the collection area before the agreed arrival period.
Collection times are arranged according to the availability of the service and the requirements of the individual collection.
Unless a specific arrival time has been separately agreed, customers should allow a reasonable arrival window rather than expecting an exact minute of arrival.
Traffic, access conditions, previous collections, weather and the amount of material presented can affect arrival times. If a significant delay becomes apparent, we will aim to communicate this where reasonably possible.
The time required at the property or business depends on the quantity, type and location of the material and the access available.
Smaller household collections may often be completed within approximately 20–45 minutes. Larger household or property clearances may require approximately 45–90 minutes or longer.
Office and commercial clearances are assessed individually because the amount of material, floor access and loading arrangements can vary substantially.
If the material, quantity, address or access conditions change after a collection has been arranged, please contact us as soon as possible.
Changes should ideally be provided at least 24 hours before the agreed collection date.
A substantial change may mean that the original arrangement needs to be reviewed before collection. This helps ensure that the collection remains suitable for the service requested.
If you need to change an agreed collection date, please contact us as early as possible.
Customers can contact us if they no longer require a collection.
We ask that cancellations are made at least 24 hours before the agreed collection date wherever possible.
If circumstances change on the day of collection, please contact us as soon as possible so that the arrangement can be reviewed.
Any applicable cancellation or refund arrangements are explained separately in our Cancellation Policy and Refund Policy .
Customers should describe the material accurately before collection.
We only provide the collection services described within our advertised non-hazardous service scope.
Materials that are hazardous, restricted, prohibited, incorrectly described or otherwise unsuitable for the requested collection may not be accepted.
If the material presented at collection is materially different from the information supplied beforehand, the collection may need to be reviewed before the material is removed.
Customers are responsible for providing reasonable access to the agreed collection area.
Please tell us in advance if the collection involves:
Where access is materially different from the information provided before the appointment, the collection arrangement may need to be reviewed.
Businesses requiring regular collections can discuss a suitable collection pattern with us.
Scheduled arrangements may be organised around the type of non-hazardous waste, expected quantity, collection address and frequency.
Where the same type of non-hazardous waste is transferred regularly under the same arrangement, relevant waste transfer documentation may cover repeated transfers for a defined period. For applicable non-hazardous waste transfers, GOV.UK guidance allows a season ticket to cover a series of transfers for up to 1 year.
The actual documentation used will depend on the collection circumstances and applicable requirements.
For applicable non-hazardous waste transfers, appropriate waste transfer information will be completed or provided as required.
The information should accurately describe the waste and provide the relevant details needed for the receiving waste operator to handle it appropriately.
GOV.UK guidance states that waste transfer information for non-hazardous waste should generally be retained for 2 years.
Customers should provide an accurate description of the material before collection. This helps the collection to be assessed correctly and supports appropriate waste documentation where required.
A collection is considered completed when the agreed material has been collected and the collection activity has concluded at the collection address.
Customers should raise any immediate issue about the collection with us as soon as reasonably possible, preferably within 48 hours of the collection.
Providing photographs or a clear description of the issue can help us understand the circumstances and respond appropriately.
We may contact customers about an enquiry or arranged collection using the telephone number or email address provided.
Communications may include requests for additional collection information, confirmation of arrangements, changes to timing, access questions or follow-up information relating to the requested service.
Customers should make sure that the contact details supplied to us are accurate and remain accessible around the agreed collection date.
Before the agreed date, please make sure the basic collection information remains accurate. Small changes are much easier to manage when we know about them in advance.
Make sure the address and access details are correct.
Tell us if the type or amount of material has changed.
Keep the agreed collection area reasonably accessible.
If you need to change the date, contact us at least 24 hours beforehand where possible.
Updated photographs can be useful where the collection has changed since the original enquiry.
If you have a question about a collection, need to provide additional information or want to discuss a suitable collection date, please contact us directly.
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