If you need support

You may contact us by logging a query here

Eligibility for a discount

There could be a reduction in the cost if you get one of the following qualifying benefits:

  • Child tax credit
  • Council tax support
  • Guaranteed pension credit
  • Housing benefit
  • Employment and support allowance
  • Income based job seekers allowance
  • Income support
  • Maximum level of working families tax credit
  • Universal credit

We may check you get the benefit if you request a reduction.

To qualify, you must live at the premises and receive one of the above benefits or you must be applying on behalf of someone who lives at the premises and receives one of the above benefits.

If you accidentally add a discount but are not in receipt of means tested benefits

You must contact us as soon as possible and within 10 working days to log a query and arrange a refund or amend your order.

If you accidentally subscribe for the wrong bin size or order more bins than you need

The calendar page shows what bins you currently have according to our system and when these are due to be collected.

For example:

  • If you have a 240L standard bin now.
  • You accidentally selected a 140L slimline bin instead of a 240L standard bin when you subscribed – the system then adds a 140L bin to your order.
  • It lists your basket items before you go to pay.
  • If despite this you went ahead and ordered in error you must contact us as soon as possible and within 10 working days please log a query here
  • You are only eligible for a refund if you cancel your order within 10 working days.
  • If you do not cancel the bin delivery before it has been delivered this adds significant cost for the council and increases our carbon impact.

Ineligible properties

If your property is shown as ineligible for garden waste collections this is often because of one of the following reasons:

  • You are in a flat that is not currently registered as having a garden bin or being able to fit one in at the property without causing a hazard to others.
  • You are in a narrow street where typically residents don’t have gardens.
  • You are on a ‘bag’ collection run and unfortunately our composting plant can’t legally accept bags.
  • Your property may have a planning or legal restriction on being able to present a wheeled garden bin.
  • You are a trade customer or are on euro bins.

If you think we got this wrong please log a query here explaining why you think your property should be eligible for a garden waste collection.

Log a missed bin

You can log a missed bin for up to two working days following your collection day.

  • You can do this on the bin services calendar view by clicking on colour of bin that was missed and report it that way.
  • If we accept your missed bin report we will normally return within 5 working days to collect it. If we are unable to do so, we will accept up to 3 bags of side waste for your black bin or silver bin. Unfortunately, the Composting Plant is not legally able to accept bags so we can’t accept any garden side waste.
  • Sometimes a message will appear that blocks your missed bin report. This is where the crew logged your bin as not being out for example or may have given another reason why your bin could not be collected.

Order Error

Sometimes you may see an error on the last screen after you have submitted your order. If this happens you should click the ‘My Bins’ home button at the top. If the order has set up correctly you will see new green and pink boxes giving the start and end date of your subscription. If you ordered a new bin – the bin list on the side will show ‘Bin on order’ and give a size of bin.

If these do not appear it is likely that the payment failed and you should re-enter your order.

Alternatively, you may log a query here explaining what the issue was.

Planned Green bin

  • This shows the property is eligible for a subscription.
  • It lets the system know which route to add your property to if you subscribe.

Postcode not found

There are three main reasons why a postcode is not found:

  • You input an incorrect postcode.
  • You input a postcode outside of Cheshire East.
  • Occasionally with new build properties – we need to add them to the valid property list. If this is your situation please log a query here

Updating how many bins are at the property

  • You can update the number of bins at your property by changing the number of bins under the bins heading when you go to subscribe.
  • You then update the number of subscriptions you want – before pressing proceed to payment.
  • You need to subscribe for the number of garden bins you want to be collected – this can be for less garden bins than are at your property but you cannot then present the extra bins for collection.
  • If you make an error and can’t correct this yourself, then you must contact us as soon as possible and within 10 working days so please log a query here