In order to give you the best experience, our website uses cookies. By continuing, you accept that you are happy for us to use these cookies. To get more information on the cookies used on our website please read our Cookie Policy.

Manage Cookies

 
In order to give you the best experience, our website uses cookies. The information does not usually directly identify you, but it can give you a more personalised web experience.

You can choose not to allow some types of cookies. Click on the different categories to find out more and change your default settings. However, blocking some types of cookies may impact your experience of the site and the services we are able to offer.


Mandatory cookies

(Req)
These cookies are essential so that you can move around the website and use its features which cannot be switched off in our systems. They are set in response to actions made such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site will not then work. These cookies do not store any personally identifiable information.

These cookies are required

Performance cookies

These cookies allow us to count visits and traffic sources so we can measure and improve the performance of our site.


Bins and Collections

Take a look at our frequently asked questions below - we might have the answer ready for you.

  • When is my waste collection due?

    You can check this on CustomerZone:

    1. Log in here
    2. Select ‘My Services’
    3. Select ‘View Transactions’ on the container you are interested in.
    4. Services can be
      • ’On route’ - these are yet to be confirmed but have been scheduled for that day
      • ‘Raised’ - services that have been booked/scheduled
      • ‘Completed’ - the driver has confirmed the job
      • ‘Invoiced’ - you have been charged for the service (the relevant invoice number will also be quoted)

    If you are checking on an additional collection you booked you will also be able to find a tracking link in your email confirmation.

    If you do not have access to CustomerZone please register via this link.

  • How do I book a waste collection?

    Booking a collection is easy for all our containers via our CustomerZone.

    1. Log in to CustomerZone here.
    2. Go to the home page and select the ‘Make a booking’ option
    3. A list of the different containers we have registered to you will appear, select the container you wish to be emptied
    4. Follow the instructions before selecting ‘Book Service’
    5. You will then receive email confirmation, including your unique reference number

    If you do not have access to CustomerZone please register via this link.

    Alternatively you can contact our customer service team on services@biffa.co.uk, including the following information:

    • Account number or
    • Site address/postcode
    • Contract number or type of bin (e.g. Recycling, General Waste etc.)
    • Preferred date of service*

    *While we will always do our best to meet this date we cannot guarantee it will be available.

  • How do I order more Biffa bags?

    Ordering more bags is easy via CustomerZone.

    1. Log in to CustomerZone here
    2. Go to the home page and select the ‘Make a booking’ option.
    3. A list of the different containers we have registered to you will appear, select the type of bags you need. (If you use recycling and general waste bags both will appear)
    4. Follow the instructions before selecting ‘Book Service’.
    5. You will then receive email confirmation, including your unique reference number.

    If you do not have access to CustomerZone please register via this link.

    Alternatively you can contact our customer service team on services@biffa.co.uk, including the following information:

    • Account number or
    • Site address/postcode
    • Contract number or type of bag required (e.g. Recycling, General Waste etc.)
    • Number of bags required - note these come in bundles of 50

  • My collection service was missed, what do I do?

    Firstly, our convenient CustomerZone can tell you if the driver has reported any issues on your service, or to see if the collection has needed to be rescheduled.

    If you cannot see any information explaining why we were unable to complete your expected service, or when it has been rescheduled to, we will be in process of doing this and will collect your waste as soon as possible.

    Please note - If Biffa has missed a collection due to failure on our part we will aim to recover the waste and complete a Full Site Clearance. This means any waste (within reasonable limits for the number of days late) will be taken if it is left bagged neatly next to the bin. Please ensure the lid of the bin still shuts. For Front End Loaders, skips and bulkers please contact our Customer Service team if you have excess waste.

  • I’ve had a wasted journey, what do I do?

    If you have received a notification via email of a wasted journey on your service you are able to see further details of this by logging on to CustomerZone.

    If you do not have access to CustomerZone please register via this link.

    1. Log in to CustomerZone.
    2. Select the ‘My Services’ tab at the top of the homepage.
    3. Scroll through and find the container and site for which the wasted journey was incurred.
    4. Click ‘View Transactions’.
    5. A list of all your services on that container will appear.
    6. Click ‘View more detail’ on the relevant service and you will be able to find the wasted journey photo uploaded by our driver, along with a reason as to why the waste was not collected.

    What next?

    If you require us to return to recover the waste before your next scheduled day we will see what we can do to accommodate you. You will be charged for an additional service if Biffa was not at error for the missed collection. You can book an extra service through the remote booking page on CustomerZone, please see ‘How do I book a service? if you need help doing this. 

  • What is a wasted journey?

    Biffa may record a service as a wasted journey if we have attempted to attend site to complete a scheduled service but have been unable to access the container due to factors outside our control. This may include the container being locked, blocked by a car, or contaminated with materials we cannot accept into the bin type we are collecting e.g. food waste in a glass bin.

    Biffa will not record a wasted journey if we have been unable to complete a service due to vehicle breakdowns, staffing shortages or similar.

  • How do I cancel my contract?

    If you do need to talk to use about a change to your contract please email us on services@biffa.co.uk or you can call us on 0800 601 601.

                   

  • I am selling my business and the new owners want to use Biffa

    The new owners will need to contact our Resigns team on 0800 307 307, or resigns@biffa.co.uk to confirm they will be taking over your contracts with us. We have a specialist team to help you transfer your contracts to the new owners. 

  • My bin has been damaged/broken, what do I do?

    We can help you to organise a new container. Please contact our customer service team who will be able to arrange for a replacement or for the container to be fixed. Please contact us via services@biffa.co.uk including your contact details, the account number (and site postcode if you have multiple sites) or the full site address.   

  • I think my bin has been stolen what do I do?

    If your bin is stolen and you wish to claim on your business insurance then please contact the Police to obtain a crime reference number (CRN). We will ask for this when you contact us to report the theft.

    Please contact Customer Services on services@biffa.co.uk including your account number of full site address and we will organise a replacement container for you. When your invoice for the bin delivery is received you can claim the cost back on your business insurance.

    If you plan to cover the cost of the new container up front then there is no need to obtain a CRN, simply contact us via one of the methods above.

  • We are moving sites, what do I need to do?

    Contact us on services@biffa.co.uk advising your contact details and the address of both the old and the new site.

    We will then email (or post if necessary) documentation for you to sign to agree the change. The change will then be implemented within seven working days of us receiving the documents back.

    Please note If you advise us of your moving date we can delay the contracts moving over until you do

  • My business name is changing what do I need to do?

    If your business name is changing then please let us know via resigns@biffa.co.uk. If your name change also means your company has been registered as a new legal entity then you will need to sign some new paperwork, but one of our advisors will help you through the process.

  • Can I set up recycling at my site?

    We are keen to help all of our customers to be more environmentally firendly. You will need to have a General Waste service in place to set up your Recycling contracts however our Sales team can talk you through the process and find the services that are best for you. Give us a call on 0800 307 307. To get you started the recycling services we offer are below, along with the bin sizes available:

    Container Comparison table

    Please note - We do not offer Recycling services for sites that do not have a General Waste service.

  • What can go in my Recycling bin?

    Please ensure that only the following clean and dry items are put in your Recycling bin and that all your employees are aware of this:

    • Cardboard
    • Paper
    • Cans
    • Plastic bottles, pots, tubs and trays

    All other items must be placed in your General Waste bin. If you wish to use bin bags please ensure clear bags are used; black bags are not accepted in our Recycling container as drivers are unable to tell if the waste items in them will contaminate the lorry. Please visit www.biffa.co.uk/recycling for more information.

     

  • How do I add an extra bin?

    If you find you require an extra bin to cope with your volume of waste, please contact us via services@biffa.co.uk including your contact details, the account number (and site postcode if you have multiple sites) or the full site address

    We will email (or post if necessary) documentation for you to sign to agree the change. The change will then be implemented within seven working days of us receiving the documents back.

    Please note - If you are adding a new waste stream, i.e. you have a general waste bin and wish to add a recycling container, you will need to call our sales team on 0800 307 307.

  • Can I increase/decrease my collection frequency and bin size?

    Yes of course, we can amend your service as required. Please contact us via services@biffa.co.uk including your contact details, the account number (and site postcode if you have multiple sites) or the full site address

    We will email (or post if necessary) documentation for you to sign to agree the change. The change will then be implemented within seven working days of us receiving the documents back.

  • Why was my recycling bin collected on the same truck as my general waste?

    Generally we do split our collections which is partly why we have designated recycling and general waste container however, sometimes it is necessary to ‘mix’ the loads. This can be for a variety of reasons; it may be more environmentally friendly to just send one truck out to your site if it is in a remote location, or one of our trucks may have broken down and we want to ensure you still receive both services.

    At Biffa we are committed to following the waste hierarchy – reducing the amount of waste going to landfill. If your rubbish is collected in the same truck it will go to a transfer station to be sorted and all recyclable material will be diverted away from landfill.

    The advantage to you of continuing to separate your waste into recycling and general waste bins is we can offer a lower price on the recycling container as landfill tax is not paid on these. 

    Incoming legislation will require Recycling waste to be presented separately for collection, by starting this now you can ensure you avoid any unnecessary costs when changes are enforced.

  • Can I amend collections I have already booked?

    If you need to amend a service that has already been booked please contact our customer service team on services@biffa.co.uk or 0800 601 601 who will be able to delete the booking if required, or look to reschedule it for a more convenient date for you.

    Please note - you must let us know by 12pm of the day before if you wish to amend a service.

  • How soon can my service booking take place?

    We have set days where we are scheduled to cover each postcode area. These are reflected on the booking screen you can see on CustomerZone and the booking screen our advisors use. Please be aware that bookings cannot be made for the next day after 12pm, as the routes are already generated. It is best to book your services as early as possible to ensure you have the maximum choice and can book a day that suits you. Services can be booked up to three months in advance.

  • Will I be charged extra for booking additional services?

    If you book an extra service you will be charged at your current rate per lift.

  • Can I view my service history?

    Yes on CustomerZone you are be able to review the services we have carried out and export this information to Excel if you wish:

    1. Log in to CustomerZone.
    2. Click on ‘My Reports’ which is found at the top of the home page.
    3. Select ‘Transaction Report’ from the new set of options found at the top of the page.
    4. Use the filter options on the right hand side to display only the information you require.
    5. The option to export this information is found below the filter.

    If you do not have access to CustomerZone please register via this link.

    Alternatively you can contact our customer service team on services@biffa.co.uk, including the following information:

    • Account number or
    • Site address/postcode
    • Contract number or type of bin (e.g. Recycling, General Waste etc.)
    • Date period you require history for*

    *Note we can only report this information for a year to date.

  • What is zero waste?

    In force since January 2014, and applying to Scotland, the zero waste policy has introduced new regulations for how households and businesses in the country manage and sort their waste. The Scottish government are aiming for a 15% reduction in waste by 2025. Some quick facts about the policy:

    • Where possible all waste should be separated into single stream recycling e.g. metal, glass, cardboard, plastics
    • All food waste must be collected separately, unless the site is in a rural exclusion area. This applies to all businesses that produce more than 5kg of food waste
    • Where food collections are available it will be illegal to dump food waste into sewers for example by using a macerator (device usually found in sinks that shreds food small enough to go through pipes)
    • Zero waste does not currently apply

Log in to your Customer Zone Account

Easy and convenient online account management when you need it. Order and track services. Make Payments online. Maintain and file documentation for legal compliance

Log In