Frequently asked questions

• What day are my bins emptied?
• What can I put in my Green Recycling bin?
• Why are there micro-chips in my wheeled bin?
• Why can't I recycle shredded paper and envelopes?
• Why can we only recycle plastic bottles?
• What can I put in my Grey/Black Rubbish bin?
• How can I get rid of items that are too big to fit in my bins?
• How to I get rid of my old fridge or freezer?
• What can I do with my Garden Waste?
• I’ve had a new bathroom/kitchen/carpet fitted. How do I get rid of the old one?
• How can I dispose of dressings, needles or incontinence pads?
• How do I report a missed collection?
• I’m finding moving my bins/bags out on collection day difficult, can I get some help?
• I’ve had a yellow or red card, what do I do now?
• My bin has been stolen/damaged, how do I get a new one?
• My bins are too small/too big can I change them to a different size?
• I already have the standard size bins but they aren’t big enough, what can I do?
• I’ve run out of clear rubbish and recycling sacks, where can I get some more?
• What happens if my bin blows into the road and causes an accident/damage?

What day are my bins emptied?

Please see our bin collection day finder, where you can choose your town/village and street to find out which day to put out your bin. It will also tell you which colour bin (black or green) you need to put out next.

What can I put in my green recycling bin?

The following items can be put in your green recycling bin:

Paper, card and cardboard, plastic bottles and cans. For a more detailed list of what can be put in your green recycling bin please see What can I recycle in my green bin?

Why are there micro-chips in my wheeled bin?

We use micro-chips inside every wheeled bin to record the weight of the waste being disposed of, and from this we can measure the recycling rate of every household in the district. We collect this data to monitor, review and improve the integrated recycling and rubbish collection service. To find out more see our page on Micro-chipped bins.

Why can't I recycle shredded paper and envelopes?

By shredding paper you cut the tiny fibres that join together to make a sheet of paper. The fibres have to be a certain length to be able to join together, if they aren’t the right length all you get is paper mush!

We cannot recycle envelopes due to the glue. The glue is designed to makes sure if your post gets wet it doesn’t all fall apart. Unfortunately this strong glue does not dissolve during the paper making process either. Instead the glue forms big lumps in the paper, which when dry causes damage to the machinery.

While we cannot collect these items for recycling in the green bin, we have found another company who can recycle it. We have therefore put special collection banks in several sites across the district. For information on where your nearest collection bank is please visit our page on Mini Recycling Centres.

Why can we only recycle plastic bottles?

At the moment only certain types of plastics can be recycled. Plastic bottles are usually made of these particular types of plastic. Other items such as yoghurt pots and margarine tubs are made from different plastic or a combination of several and are therefore not recyclable at the moment.

As the technology to recognise and separate all the different plastics develops we will begin to collect more plastic items. Watch this space!

What can I put in my grey/black rubbish bin?

Almost all of your waste that cannot be recycled should be put in the rubbish bin. Waste from your kitchen such as meat bones or vegetable peelings should be wrapped carefully in a separate bag before being put in the bin.

You can compost your vegetable peelings and garden waste, and you can buy a composter at a reduced price.

Garden waste is not collected in either of your bins.

Any glass can be taken to your nearest glass bank.

Some items of general household waste have now been classed as hazardous to the environment. These items have to be disposed of in a special way. To find out how to request a collection see Hazardous waste collections.

How can I get rid of items that are too big to fit in my bins?

Large items, such as furniture, can be taken away. A charge is made for this bulky collection service. Once you have told us what you need collecting we will collect it within three working days from the edge of your property.

If your items are still in working order or of reasonable quality you might like to think about donating them to charity for reuse. Some charities will collect items like three piece suits or washing machines if they are in good condition. You could also post your items on Freecycle [external link].

For more information on charities and reuse schemes please see our page on Re-using your waste. If you are getting a new suite or washing machine etc delivered, then remember to ask the supplier if they can take your old one away at the same time.

How to I get rid of my old fridge or freezer?

Fridges and freezers have to be disposed of very carefully as they contain cooling gases, which if released can be harmful to the environment. We can collect any domestic fridge or freezer from the edge of your property for a small fee within three working days - see Fridge & freezer collections.

Fridges and freezers can also be taken to your local household waste site. If you are getting a new fridge delivered ask the supplier if they can take your old one away at the same time.

What can I do with my garden waste?

Turn your garden waste into compost! As part of a county wide scheme we are offering composters at a greatly reduced price - see our composting offer page. Garden waste can also be taken to your local household waste centre. If you would like more information on these centres please visit the Norfolk County Council website's waste section [external link].

If you do not have space for a composter we issue Garden Waste Labels which can be stuck on a bag of garden waste and placed out for collection with your rubbish.

Unfortunately, this waste all gets sent to landfill and not composted. Garden waste is not collected in either of your wheeled bins. However, it can be collected in a special Brown Bin. Find out more aboutour Brown Bin scheme.

I’ve had a new bathroom/kitchen/carpet fitted. How do I get rid of the old one?

Waste created by fitting a new bathroom or kitchen is classed as builders waste. It cannot be collected during the normal waste collections. We advise that before getting a builder to install your new kitchen or bathroom you find out if they are able to take your old one away. This is the best option as disposing of builders waste can be expensive.

Another way of disposing of this kind of waste is by hiring a skip. This is particularly useful if you are fitting the bathroom/kitchen yourself.

If you would like to order a skip you can look through the Yellow Pages [external link]. Norfolk County Council [external link] are also running a special DIY Waste disposal scheme at most of the Household Waste sites across Norfolk.

How can I dispose of dressings, needles or incontinence pads?

Anyone who uses dressings, needles or pads can get a separate, free weekly collection for these items using a separate container. For more information about this service please see Clinical waste collections.

How do I report a missed collection?

If your collection has been missed please contact us before noon on the day following collection. Find out how to report a missed collection.

I’m finding moving my bins/bags out on collection day difficult, can I get some help?

We have an Assisted Collection Service to help elderly, disabled and infirm residents. Instead of collecting your waste from the edge of the property we will collect it from where it is stored.

I’ve had a yellow or red card, what do I do now?

If you have been issued with a card, our collectors have found something in your bin which should not be there. They have left the card to tell you why they have not emptied your bin. For more information about what to do and why the cards are used please see Red & yellow attention cards.

My bin has been stolen/damaged, how do I get a new one?

You will need to have the following information ready:

• What colour bin has been stolen;
• The date when it was stolen;
• If it was left out overnight or during the day;
• If it was full or empty;
• Check to see if the collectors left you a card to say there was a problem.

On the very odd occasion bins will sometimes fall into the back of our collection lorry.

Call the number under 'contact us' below giving as much detail as you can about how the bin became missing or damaged. We will give you a reference number.

If your bin was damaged we will need to find out how this happened. If the damage to the bin was not your fault we will replace it free of charge. If you damaged the bin then we may ask for a contribution to the cost of providing you with a new one.

My bins are too small/too big can I change them to a different size?

You can have a standard bin if you currently have the smaller one. Standard size bins are available (H 107cm, W59cm, D73cm)  - see Changing the size of your wheeled bins.

Each household is entitled to one free swap. A charge for any extra swaps will be made. Any new occupiers of a property are entitled to swap the size of their bins once free of charge.

I already have the standard size bins but they aren’t big enough, what can I do?

The standard size bins should provide enough space for the waste produced by an average family. If you have a large family you may require an extra set of bins. If you would like to discuss this please call the Recycling Team on 01603 819999.

I’ve run out of clear rubbish and recycling sacks, where can I get some more?

All properties that use the clear sacks instead of wheeled bins will receive a yearly delivery of sacks free of charge. If you run out before your delivery you can buy more from us - see our page on clear sacks for recycling.

What happens if my bin blows into the road and causes an accident/damage?

Please contact us as soon as possible with all the details of what has happened. Please call the Waste Services Customer Support Team on 01603 810441 or email ketteringham@s-norfolk.gov.uk or write to South Norfolk Council, Direct Services, Ketteringham Depot, Station Lane, Hethersett, NR9 3AZ.