New contact centre opening times
Contact Centre opening times will be changing from Monday 28 October, find out the revised opening hours.
Bulky waste collection
Please note we are only able to accept payment by credit or debit cards.
What is a bulky waste collection?
Bulky waste items are domestic waste items that you cannot dispose of in your domestic waste bin.
Bulky waste could include things like:
heavy items such as a sofa.
large items such as domestic white goods including fridges, washing machines and cookers.
smaller items such as an ironing board or a TV unit.
We cannot take:
car parts or waste oil
waste from commercial premises and businesses
paint or other liquids
double glazed units and window frames, glass shower doors and screens
For more details check our list of what we can/cannot take.
What do I need to do?
If the following rules are not followed we will not be able to carry out your collection. Please make sure you read these before you pay and book.
The collection will take place from the most accessible point of the property, usually your wheelie bin collection point. This may be the back lane, a bin collection area or the front of a property. A van needs to be able to easily and quickly access the items.
Please ensure that items are not left blocking roads or pathways. For insurance reasons, our collection staff cannot enter houses or garages. All items must be left outside, visible and/or accessible from the road. Items should not be left behind cars or vehicles.
Please note if you have not put items at the correct collection point you may not be entitled to a refund. You can phone Envirocall on 0191 2787878 if you need advice.
All loose items, garden waste and rubble must be bagged, with any loose timber or branches bound together. Crews cannot clear piles of timber and rubbish. If you have dismantled a bed frame or a wardrobe, please secure the bits together in bundles. Make sure any bags you use are strong.
Hedge cuttings and prunings must be tied into bundles with string. Crews cannot take piles of loose cuttings.
Any items containing glass - such as TV units or cabinet doors - need to be securely taped to minimise risk from breakages. We can also take broken glass if it put in a cardboard box and sealed with tape.
All items that are for removal need to be listed. This is to avoid any items being taken by mistake.
We also ask that items are placed out no sooner than the night before your collection is due. Collections begin early in the morning and continue until early evening. If your collection point is a back lane, we strongly advise that you put your items out at 6.30am on the date collection is due, and not the night before.
Make sure soft furnishings are dry. We cannot take sofas, carpet, mattresses or armchairs that have been out in the rain. If crews come out for a collection and find the items soaked, you will not be eligible for a refund. You can easily make a cover for soft furnishing by taping bin bags together.
What are the costs?
£40 for each heavy item.
£10 for each large item.
£20 for up to 8 small items.
£70 for each special large item
£40 for each special small item
Special items are things that are not classed as day to day general waste items. They are not things that you would normally take with if you were moving house for instance. If you have an item for collection that is not on the lists, please use the "item not on list" option and type in what the item is.
You can still take these items free of charge to our Household Waste Recycling Centres. Remember fridges and freezers can only be taken to the Walbottle site. If you want to use a van, pick up truck, trailer or any vehicle with a business logo to take items to the Household Waste & Recycling Centres you'll need a permit. You can apply for these by text message and you can find full details here. Remember these sites are for residents of Newcastle City Council only and for domestic waste only.
Producers of waste can be liable to prosecution (and an unlimited fine) if someone else disposes of their waste illegally. If you use a waste collector other than the Council, you have a legal duty to ensure you only use someone authorised by the Environment Agency. Please take extra care if you are using services from 'odd job' crews, or anyone who advertise on social media, as they may not be registered.
Please ensure you know how a waste collector intends to dispose of your waste. Ask if the person or company taking the waste away is a registered waste carrier and ask to see copy of their registration certificate. It is the law to do so. Take a note of the name of the collector and the vehicle's details. If you are in doubt about someone, check their details with the Environment Agency on 08708 506 506 and ask for an instant Waste Carrier Validation Check or check online on the Environment Agency's Website. If they are not registered, refuse the service and let us know.
See our pages on this duty of care for more information.
Where can I take unwanted furniture?
If you have good quality furniture or other items, you may be able to get them reused or recycled via a charity or local community groups. Some of these offer the collection service free of charge. Please click here for more details.
Cancellations and refunds
Refunds can only be given if the cancellation is received at least a working day before the collection is due. If your collection is already booked and you need to cancel then call Envirocall on 0191 278 7878.
If crews attend your property and items are not correctly presented you will not be eligible for a refund.
If you put our more items than you have paid for crews will leave them. So please take care when counting your black bags or bundles of prunings.
If you have any problems with the online forms please phone 0191 2787878 and ask for "Envirocall."
You will still need a credit or debit card to hand to make payment over the phone.
Did you know?
In March 2019 we successfully prosecuted 2 individuals for transporting controlled waste for profit without registering as a carrier with the Environment Agency. They also failed to comply with regulations and did not have written information regarding transfers of controlled waste. They fly-tipped the waste collected from their customer in a country park.