2017-18 service standards and customer responsibilities

The commercial waste collection service is available to all businesses in Barnet by prior arrangement.

Our services are provided on pre-payment of charges reflecting the volume, type and frequency of the collections required.

What you can expect from us

  • We will visit your premises on request to carry out a free waste audit and assess your needs and the storage facilities you have available. 
  • We will offer our expert opinion of the most effective and economical way of meeting these needs including the service frequency and waste container types and sizes specific to your circumstances.
  • If you enter into a waste collection agreement with our service we will help you to meet your obligations under the Duty of Care Provisions of the Environmental Protection Act 1990.
  • We provide a pre-paid special collection service to clear rubbish left behind by previous occupiers of the premises and can also help with the removal of large or bulky waste items.
  • We will make the first collection within 7 days of receiving your payment, signed agreement(s), and signed Duty of Care waste transfer note.

On agreeing to provide a service, we will

  • Deliver any containers you have agreed to hire from us within 5 working days.
  • Provide a regular service in accordance with your agreement. At times of Public, Bank Holidays and severe weather conditions your collection day(s) may vary.
  • Collect your ‘Barnet’ commercial waste/recycling bags and/or empty the supplied ‘Barnet’ waste containers and return these to where they are normally left for collection. You are however, asked to ensure that our collection crews have clear access to these sacks and/or containers from 06.30am on the day of collection. The pay-as-you-go (PAYG) bag collection service will be offered if you do not have anywhere suitable to keep bins or do not qualify for our invoicing facility.
  • Operate during the core hours of 06.30 am to 3pm Monday to Friday unless you receive notification to the contrary.
  • Leave your premises as we find them by ensuring lids are closed on containers, bin sheds doors are closed and locked where applicable.
  • Clear spillages made by our collection crews on the same day if possible but if not by the end of the next working day.
  • Arrange to collect missed bins by the end of the next working day where a report has been made to our Customer Care Department.
  • Take care to avoid damage to containers or other property and to avoid nuisance to traders or other people.
  • Notify you of any increase to our charges not less than one month before the revised charges become effective.
  • Invoice you periodically in advance (subject to the terms of your waste collection contract) whilst the agreement is active (unless you are a PAYG customer) – please ensure that invoices are paid within the agreed timescale of 14 days. Non-payment of accounts may result in administration charges, service suspension, removal of bins and transfer to a PAYG bag service.
  • We regularly monitor our pricing structure to ensure we provide excellent value for money.

You can help us by

  • Ensuring your waste containers can be accessed by our collectors from 6.30am on the day of your scheduled collection. If we cannot access your bins we cannot empty them and you may be charged for an additional collection if we have to return.
  • Ensuring that the lid on your bin is closed and all your waste is contained within it prior to collection as bags placed on top of the bin will be collected.
  • Not placing excess bags by the side of your bin as these will not be collected. We can collect additional waste from you but prior arrangement is required – call 020 8359 5051 for details.
  • Ensuring that your container has not been overfilled with soil, concrete or hardcore as overweight bins cannot be lifted to be emptied and you are likely to incur additional charges – again call 020 8359 5051 for assistance if you require the removal of heavy or bulky items.
  • Ensuring that bin shed doors are open from 06.30am on the day of collection.
  • Ensuring your containers are safely stored after collection and kept secure to avoid the addition of other people’s rubbish. If this is proving a problem please contact 020 8359 5051 for further advice.
  • Customer responsibilities specific to PAYG waste/recycling bags and cardboard tape.
  • Please ensure that you comply with any waste time bands in force in your street and place your waste in front of your premises for collection at the appropriate time.
  • All waste must be properly contained in the appropriate bags. When recycling only include materials listed on the guidance we have provided.
  • No ordinary black bags can be presented for collection.
  • All bags must be tied and sealed.
  • No uncontained liquids - please ensure that your bags can’t leak or stain the street.
  • No uncontained broken glass.
  • Limit the weight of your waste bags to 5 kg each (standard issue bags). If your waste is heavier you can purchase our premium sacks which are stronger, larger and offered as an alternative for this reason.
  • Cardboard must be flat packed and bundled with no more than 15 boxes per whole cardboard tape.
  • Use a whole cardboard tape don’t tear tapes to use less; and
  • No builders waste, soil, chemicals, paint, appliances, bulky items, oils/liquids or raw meat can be presented in commercial waste bags - order a special collection instead on 020 8359 5051.

Customer responsibilities 

  • Don’t overload the container, the lid must be closed.
  • If your bin/receptacle contains too many heavy items it may be unsafe to lift it for emptying.
  • Inform us if your container is faulty. All containers must have lids and operational wheels.
  • Excess waste that doesn’t fit in the container can be collected if you request/pay for collection of the additional waste; and
  • Ensure that the correct materials are placed in the correct bin and when recycling only include materials listed on the guidance provided.
  • No builders waste, car batteries, soil, chemicals, paint, appliances or oils/liquids should be deposited in any container - call 020 8359 5051 for further assistance.

Documenting waste disposal & keeping records

The law requires that records are kept of transfers of waste between two parties, for example between a waste producer (your business) and a waste collector (Barnet Collection Services). Prior to commencement of our services a document is generated and signed by both of us detailing the waste collection.  

This document is often referred to as a waste transfer note (WTN). When we provide your waste collection service we will help you to ensure that these documents are produced and retained for 2 years as required under Environmental Law. We will also supply the required documents to waste enforcement officers should that become necessary and there is no additional charge for this service.

What must be included on a Waste Transfer Note

  • An adequate description of the waste;
  • Where the waste came from;
  • The appropriate waste code taken from the European Waste Catalogue (EWC);
  • Information about the quantity and nature of the waste and how it is contained;
  • Names and addresses of the transferor (your business) and the transferee (Barnet Collection Services);
  • The Standard Industry Classification (SIC) code (2007, or 2003 for hazardous waste only) of your business;
  • Compliance with the Waste Hierarchy (guidance below);
  • The place, date and time of waste transfer. If using a ‘season ticket’, the period of its validity (repetitive transfers of waste from your business to Barnet Collection Services can be covered by one document lasting a maximum period of 12 months from signing);
  • If your waste is going to landfill the transfer note must contain details of any treatments or processes that have already been applied;
  • The signatures of both parties to the waste transfer;
  • An indication which wastes if any have been segregated.

Waste hierarchy guidance

Government policy recognises that there are different options for managing waste and ranks them according to preference in what is known as the waste hierarchy. As a waste producer you must consider all of these waste management options (prevention; preparation for reuse; recycling; energy recovery; and disposal) in an effort to ensure that you deal with your waste as high up the hierarchy levels as is practically possible.

waste heirarchy model






The Waste (England and Wales) Regulations 2011 introduced 2 changes to the information that must be included on waste transfer notes. They are now required to include: a declaration that the waste producer or holder has considered the waste hierarchy when deciding how to deal with their waste, and the SIC (standard industry classification) code of the waste producer using SIC 2007 codes (consignment notes for the movement of hazardous waste will still require SIC 2003 codes).

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