Frequently asked questions (FAQs)

What should I do to help?

We’re working hard to maintain your waste and recycling services at this time. Here are 6 top tips for how you can help:

  1. Regularly check our website for updates on any changes to waste and recycling collections where you live, including what can and can’t be recycled.
  2. Do not take any waste and recycling to your local Household Waste Recycling Centre. This is not defined by the Government as an essential journey and all Household Waste and Recycling Centres are now closed.
  3. Don't take clothes and other items to charity shops. These are now closed. Please do not leave donations on their doorsteps. If you are taking the opportunity to clear out your lofts, garages or wardrobes, please hold onto these items as charity shops will be very grateful for donations once the crisis is over.
  4. Avoid doing big clear-outs while at home, which will create more rubbish and recycling for our workers to collect. Please hold onto large items, such as furniture and mattresses, until the outbreak has subsided, and services return to normal.
  5. Minimise the amount of rubbish, recycling and food waste you produce. Every bit we can reduce will make a real difference to maintaining a good collections service for everyone.
    • Find tips for reducing food waste here, including how to store food correctly and using leftovers, to make your food last longer and reduce the frequency you need to visit the grocery store: Love Food hate waste (external link).
    • Re-use or find another use for things we might otherwise throw away. For instance, use your plastic tubs with lids to store leftovers in the freezer, or cut up old sheets and towels to use as dusters and cleaning cloths.
  6. Do not burn your waste at home. This creates air pollution that could harm people nearby who may already have breathing difficulties due to COVID-19. There is also the danger that fires could get out of control. Fire services around the country are reporting an increase in callouts due to garden fires.

Is it safe for collections to continue at this time?

The safety of both our staff and residents is our highest concern particularly at this time of crisis. We are following government and waste industry guidelines regarding safe working practices for our staff. We have carried out assessments relating to the potential risks for each service and are reviewing these regularly. We have briefed all our staff on these procedures to ensure their and the public’s safety.

When putting out your waste and recycling bags, bins, boxes and caddies, there are a few things you can do to ensure you’re doing this as safely as possible:

  • If you’re self-isolating and feeling unwell, double-bag your personal waste (such as tissues) and put aside for at least 72 hours (3 days) before putting them out for collection.
  • Do not put tissues into your recycling as they cannot be recycled.
  • Disinfect your bag, bin, box and caddy handles before and after you touch them.
  • Put out your bags, bins, boxes and caddies the evening before your collection is due, as collection times may change during this period.
  • Keep your distance when our workers are collecting your waste and recycling.
  • Disinfect your bag, bin, box and caddy handles again, before and after collection.
  • Wash your hands thoroughly after handling and disinfecting your bags, bins, boxes and caddies.
  • Put wipes, cloths, gloves, etc. used for cleaning your bags, bins, boxes and caddies into your non-recyclable waste bin or bag, as these can’t be recycled.

Your collections staff are key workers, please keep them safe.

For the latest information on COVID-19, please visit Public Health Wales (external link).

What changes are you making to my waste and recycling collections?

We will collect your waste and recycling from your kerbside as usual, on your regular collection day.

We will continue to collect all your waste and recycling – including food waste recycling, dry recycling (such as cardboard, paper, glass, plastics and cans), garden waste and non-recyclable waste (black bin).

What changes do I need to make to the way I put out my waste and recycling?

Garden waste collection, this will continue for everyone during the Lockdown period.  The Chargeable Garden Waste Service will commence for households that have subscribed but only once the social distancing and essential travel arrangements are relaxed by the Government, and when garden waste can alternatively be taken to our Household Recycling Centres.

Your food waste collection will continue as normal. You should continue to put your food waste into your food waste caddy.

Your dry recycling collection (such as cardboard, paper, glass, plastics and cans) will continue as normal. 

Your non-recyclable waste collection (black bin) will continue as normal.

Please continue to sort and recycle your waste as normal, including rinsing your empty glass, plastic and can items, and placing them into the correct boxes/bags/bins/caddies etc. 

Sorting and recycling your waste correctly is particularly crucial at this time, as it will limit the amount of time our workers must spend dealing with any misplaced waste, which will prevent the spread of the virus.

For more information about what you can and can’t recycle, visit Waste recycles (external link).

Your waste and recycling will be collected on your usual collection day.

We will communicate any other changes to you through this website and our social media accounts.

Garden waste collection service

How can I order more kitchen food waste caddy bags/liners?

When you’re about to run out of food waste bags/liners for your kitchen caddy, tie one around your outdoor caddy handle on your collection day, and our workers will place a new roll of bags alongside it.

You may also buy food waste caddy bags/liners when carrying out your weekly essential groceries shop.

I’ve paid for the Chargeable Garden Waste Service. Will I get a refund?

A full 12 months worth of collections will commence following the Lockdown period.

Can I book a bulky waste collection?

Bulky waste collections are suspended.

Due to many of our frontline workers being unwell or self-isolating, we have brought in workers from other service areas and teams to ensure we’re able to run our more essential collections as best we can, such as food waste recycling, dry recycling (such as cardboard, paper, glass, plastics and cans), hygiene waste (such as nappies and incontinence products) and non-recyclable waste.

Whilst we focus our efforts on these essential collections, we’ve had to cancel some of our less-essential collections, such as any bulky waste collections.

Please hold onto any bulky waste items until the outbreak has subsided and services return to normal.

Bulky household item removal

Can I visit my local Household Waste Recycling Centre (HWRC)? Please follow these 10 rules

Yes.  Opening times:

  • Bryn Lane 8am-8pm daily.
  • Plas Madoc 9am-8pm daily
  • Brymbo 9am-8pm daily (appointment only)

We’ll be implementing strict conditions to ensure the safety of both staff and the public.

Please follow these 10 rules:

  1. Don’t go to the sites if you or anyone in your household has symptoms of Covid-19, or is ‘shielding’ because of an underlying health condition.
  2. Only bring household waste. Don’t bring commercial or business waste.
  3. Bring proof that you live in the county borough (e.g. a utility bill with your address on it). The sites are for Wrexham residents only. If you don’t have proof, you won’t be allowed to tip your rubbish. Please call 01978 660796 to book an appointment if you want to use the Brymbo site.
  4. Be patient if you have to queue. A maximum of five vehicles will be allowed on site at any one time. No trailers will be allowed at the Brymbo site.
  5. Make sure only one person steps outside your vehicle to unload it, and that they stick to social distancing.
  6. Don’t bring items that are too big or heavy to handle yourself. Our site attendants won’t be able to help you unload your car or dispose of your waste.
  7. Sort your waste before you arrive (so you’re quicker).
  8. Be polite. Aggressive behaviour towards staff won’t be tolerated. Site attendants will be equipped with body cameras.
  9. Don’t touch your face on-site, and bring your own sanitiser if you can (clean your hands with sanitizer before you drive away).
  10. If you have items for the reuse shop (e.g. bicycles and other goods in useable condition) please keep them at home for now.

If you choose to visit your local HWRC and leave waste outside the gates whilst it’s closed, this is classed as fly-tipping. You would be breaking the law, and likely to receive a fine or have to attend court.

Household waste recycling centres

May I book an assisted collection?

If you are already registered for an assisted collection, your service will continue as normal. Leave your bags, bins, boxes and caddies in the agreed location at your home.

If you haven’t already registered for an assisted collection, but would like to arrange this, please contact us.

If you live alone and are self-isolating, please follow the Government-set safety instructions for putting out your waste and recycling, under ‘What should I do to help?’ above.

For the latest health and wellbeing information on COVID-19, please visit Public Health Wales (external link).

Will the amount of Council Tax I pay lower due to the reduced collections service you’re providing at this time?

Your Council Tax will not change as a result of any changes to your recycling and waste collections during this crisis.

I’m considering booking a private waste collection. What do I need to know?

Due to many of our frontline workers being unwell or self-isolating, we have brought in workers from other service areas and teams to ensure we’re able to run our more essential collections as best we can. Whilst we focus our efforts on these essential collections – such as food waste recycling, dry recycling (such as cardboard, paper, glass, plastics and cans), garden waste and non-recyclable waste – we’ve had to cancel some of our less-essential collections such as bulky collections.

If you choose to book a private waste collection for this suspended collection, you will have a legal responsibility to make sure any waste collected from your home is disposed of correctly. You must:

  • check that any waste removal contractor has a waste carrier’s certificate/licence. Always ask to see a copy of this and refuse any waste contractors who won’t show you an original certificate.
  • keep a record of the waste carrier’s details in case they fly-tip your waste and it is traced back to you.

Fly-tipping is happening near my home. How can I report this?

Fly-tipping is the 'illegal depositing of any waste onto land that does not have a licence to accept it'. Anyone who 'fly-tips’ is breaking the law and is likely to receive a fine or have to attend court.

If you’d like to report an incident of fly-tipping, contact us.