FAQ’s

You will receive a welcome email detailing all aspects of your contract, including bin delivery date, collection dates and contact information for all departments. This will be sent once your contract is processed and sent to our operations team.

Your bins will usually be delivered within 5-10 working days of the contract start date. If there is a delay, you will be notified by our operations team.

All trade waste customers are billed at the beginning of each month for the upcoming calendar month, as billing is in advance. Dependant when your contract was started, your initial payment may be slightly higher as it may include a number of days from the previous month (eg if you signed on the 15th, you would be billed for the remainder of this month, plus the next month. This will revert to the stated cost on the contract from month two.

You will be given a scheduled collection day upon commencing your contract with ASH Waste Services. Your bins will be collected on this day between the hours of 06:00am – 18:00pm. Scheduled collection days are subject to change dependant on route alteration, and unforeseen circumstances such as traffic issues.. Should this be the case with your collection, you will be notified as soon as possible by our Customer Service Team.

The night before your scheduled collection date you need to ensure the bins are placed in an easily accessible area for your driver, with no blocked access for your collection to be completed. Should this not be the case, you will need to contact customer services to rearrange the collection.

If you have excess waste, you need to notify the customer service team prior to your collection, so that we can make the necessary amendments to the schedule and notify your driver of the changes to the collection. Additional charges may be applicable, and the customer service team will advise of this whilst on the phone.

No, you will not receive a receipt for the collection, should you wish to query any collections or charges resulting from a collection, please contact customer services.

You will need to notify customer services as soon as possible regarding a missed collection. We can then investigate the reasons why the collection was missed and rearrange the collection as soon as possible. If the collection has been changed due a route alteration or other external factors the customer service team will contact all customers by 16:00pm on the collection day. If the collection is missed after 16:00pm, we will advise you the following morning as a matter of urgency.

If you need to increase any aspect of your contract, you will need to contact our sales team. If you need to decrease any aspect of your contract then you will need to contact our contracts team. The numbers for each team can be found at the bottom of this page.

At ASH Waste, we are committed to providing excellent customer service combined with timely collections for the duration of your contract. Unfortunately, certain circumstances can sometimes make issues arise. If you would like to discuss a specific issue with us, please contact us , providing an overview of the issue you have experienced and your contact details. This will then be assigned to a member of our customer service team to investigate and respond directly to you. If your enquiry is urgent, please call our customer service team directly.

Below is a list of contact numbers for our respective departments:

• General Customer Service and questions regarding your service: – 0800 035 0447
• Payments, Credits and Account Queries – 0845 231 0153
• Telesales – 01244 853071