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Frequently asked questions about our services

Why's my bin/recycling not been emptied?

If your recycling has not been collected, the crew have until 5pm on your collection day to collect. There are sometimes delays or they may need to return to the centre to unload part way through a street. There are times when access is not available to a street or property but our crew will attempt to collect later.

To make sure your bin is collected present it kerbside by 7am with the lid closed and no side waste. Do not compact your waste as this can lead to partial emptying if the truck cannot shake the waste loose. If your waste is not presented correctly then there is chance it will not be collected.  

Garden waste must be presented at the curb side by 7am and must show a valid sticker.

For any missed collections please tell us which type of waste has been missed, within 2 working days of your expected collection, by email at heretohelp@gloucester.gov.uk or phone 01452 396 396. Give your full address and we'll send a crew to collect the waste providing that it was presented correctly.

Can I order a bin/box etc?

If you've a damaged waste bin/box or if yours has gone missing then you can get a replacement. You can phone 01452 396 396 or email heretohelp@gloucester.gov.uk. Please tell us which container you'd like, along with your name and full address. New items and replacements can either be delivered to you or collected from the depot. Deliveries can take up to 20 working days depending on the item.

What's my collection day?

You'll have a set collection date for waste collections, depending on your address. Use our check your bin day tool to find yours.

Can I book a bulky item collection?

If you've a bulky collection of household items phone our customer services team on 01452 396 396 and they'll be able to arrange the collection for you. This is a chargeable service.

Items we'll collect:

  • Armchair
  • Baby seat
  • Barbecue
  • Bed base
  • Bicycle
  • Cardboard
  • Carpet
  • Chairs x 2
  • Chest of drawers
  • Clothes rail
  • Cooker
  • Cot
  • Cupboard
  • Desk
  • Dishwasher
  • Dressing table
  • Duvet
  • Fishtank
  • Garden bench
  • Headboard
  • Hoover
  • Ironing board
  • Lawnmower
  • Lino
  • Mattress - double
  • Mattress - single
  • Microwave
  • Portable heater
  • Printer
  • Sideboard
  • Snooker table
  • Sofa
  • Stepladder
  • Table
  • Tumble dryer
  • TV
  • TV stand
  • Video recorder
  • Wall unit
  • Wardrobe
  • Washing machine
  • Wheelbarrow
  • Other items – anything you would take with you if you moved house.

Items we're unable to collect:

  • Builders waste, garden or domestic waste
  • Fixtures and fittings (doors and windows etc.)
  • Fitted wardrobes
  • Kitchen units
  • Bathroom suites

Can I speak to Homeseekers/Housing Officer?

Phone 01452 396 396 and an adviser will be able to transfer your call, or email at homeseeker@gloucester.gov.uk

If you're roofless and you do not have anywhere that you can stay tonight then you'll need to contact 01452 396 538 – Please note we do not offer a drop in service anymore as it's now an appointment system.

If you're homeless but have temporary accommodation and able to stay with a friend, then you'll need to speak to the team on 01452 396 396 and you'll be transferred to a housing adviser who will be able to arrange an appointment for you to discuss housing options.

If you've documents that you need to bring in and have scanned, then phone the team on 01452 396 396 who will be able to arrange an appointment for you. Please make sure you've registered on HomeseekerPlus in order for us to assist you.

If you've made a HomeseekerPlus application please allow 4-6 weeks for us to contact you via email.

Can I speak to Council Tax / why can’t I get through to Council Tax?

The phone number for the Council Tax team is 01452 396 495 or email revenues@gloucester.gov.uk

Unfortunately the Council Tax team at times can be extremely busy. When you call them directly your call is held, waiting for the next officer to become available.

When will the grass be cut?

It's been agreed that the grass will be cut every 20 working days between the beginning of April until the end of September. This is with exception of Podsmead who have a community grass cutting initiative.

Can you cut back overhanging vegetation / trees?

You're legally allowed to cut back vegetation/branches/trees back to your boundary line. The council are unable to deal with any trees that are situated on private land.

If the tree is growing out of a path or the road please contact Gloucestershire Highways on 0800 051 4514.

Can I report a flytip/litter?

Absolutely, this will need to be reported to customer services by email on heretohelp@gloucester.gov.uk or phone on 01452 396 396. When doing so you'll need to tell us the exact location and what has been flytipped. Once the information has been received the team will be able to arrange for the matter to be looked into and items removed.

Can I book a pest control visit?

The council offers chargeable pest control services for wasps/hornets, rats, mice and fleas. This can be arranged by calling 01452 396 396. This service is available to residents as well as businesses.

If you're calling about a swarm of bees then we may be able to give you details for some local bee keepers who may be able to assist with removing the swarm.

Can I report a change to my circumstances for my Housing Benefit?

You must tell us immediately if there is a change to the circumstances for you or anyone on your claim. You can do this online by completing the change in circumstances form

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