Frequently Asked Questions

Why do I have to buy the commercial waste bags?

Business rates do not cater for waste collection from your business and shouldn't be viewed in the same light as council tax. The law says that every business is responsible for the waste it creates and for managing this waste the right way. For most businesses this is fairly straightforward. The law requires you to contract with a registered waste carrier such as Westminster. Most businesses in Westminster do not have the space on their premises for a metal waste bin which means that the waste needs to be presented in bags. These bags are sold on a pre-paid basis. The cost of each bag pays for collecting and disposing of the waste. The more waste is produced  the more needs to be paid. This ensures the polluter pays for the mess created. Simple, straightforward and fair. When businesses are not doing their bit and present waste in ordinary black bags they will be fined by Westminster's Wardens.

Once I have ordered, how long does it take until I receive the bags?

Once your order has been processed and the payment received in full (provided the credit limit has not been exceeded for invoiced orders) your pre-paid bags will normally be dispatched and delivered the following working day. Our delivery team works from Monday - Friday. If you have any special delivery requirements please state them at the time of order.

Why don't our business rates include waste collection?

Business rates do not include waste collection charges. Business rate are only collected by Westminster after which they are transferred to HM Treasury.  Under environmental legislation businesses are obliged to pay for the waste they create and for it to be collected and disposed of in the correct way.  The types and quantities of waste produced by businesses varies significantly hence an average charge to all businesses wouldn't be fair or be in line with an open market for commercial waste.

What is a waste transfer note?

Before a collection service starts, you must complete and submit a waste transfer note (WTN). This is a legal document that needs to exist between the business (waste producer) and Westminster (waste collector). The WTN is not a contract but a declaration of the type of rubbish that will be collected from your site(s), how this is contained, when it is collected and where it is taken to. WTNs were introduced to provide an audit trail of how waste is dealt with and where it has been disposed of.  WTNs are required to be kept for a minimum of 2 years. Failure to produce a WTN upon request can lead to a fine. For a copy of your WTN, please call us on: 020 7641 6180.

When will my rubbish be collected?

Each street has an allocated time when bag waste is collected. Find out the pick up times for commercial waste in your street. Bags must not be placed on the footpath more than 30 minutes prior to the allocated pick up time otherwise you may receive an £80 fine. Please place bags and boxes outside your own property as close to the edge of your property as possible. This will avoid unsightly large heaps of waste on the pavement.

What areas do we collect in?

We cover the whole of Westminster. Apart from serving Westminster businesses we can assist you in finding a national waste management solution if you are part of a chain of businesses.

Why do you ask for multiple contact details?

It may be necessary to contact you if we need to clarify any information in a request or order you have submitted. If this is the case we can get in touch with you more easily and therefore delivery your service more effectively if we have a range of methods by which to contact you.

Why do organisations need to call the Contact Centre to change their address?

With organisations there may be a number of users who will be contacts for the same organisation. If an address changes for the organisation this affects all users and accounts associated with the organisation. Therefore we ask that you contact us so that we can ensure that confirmation of the address change is obtained where required, and that the correct amendments are made.

Is the web site secure?

Yes. Our external banking service is protected by advanced levels of encryption technology to protect your personal information. Other people will not be able to intercept your banking details. Please see the step-by-step guide to making an online payment for further details.

Further questions

If these answers don't help with your query, why not have a read on these information pages? You're always welcome to  contact us if your question isn't answered on the website. For service information please visit the Service Update section. Why not stay up to date on commercial waste matters and sign up to the E-news letter for businesses?