Bulky waste collections

• They accept most second hand furniture in good clean and reusable condition. 
• They do not collect mattresses or carpets.
• They will collect working domestic white goods less than 10 years old and in good cosmetic condition.
• They do not collect fridges or fridge freezers.
• All white goods must already be disconnected and emptied ready for collection.
• They accept smaller second hand items (such as bric-a-brac, children’s toys, boxes of book) if they are to be collected with furniture items.
• They do not accept broken, stained, ripped or torn items.
• Soft furnishings must have the appropriate fire safety labels attached and intact.
• Where possible please take a photo of the items and attach it to the online form.

• Items will be collected on your booked day.
• 30 minutes to an hour before your collection takes place you will receive a telephone call or text to say they are on the way.
• They will collect your items from inside your home. They are able to collect from up to the second floor. They can collect from higher floors if there is a working lift which is big enough to fit the item. It is your responsibility for making sure that your personal property and surfaces are protected from damage. Routes for carrying should be clear and accessible. It is important that you remove all obstacles that may prevent the safe removal of your items. To protect your property from possible damage during the removal process. The collection crew will not remove items out of windows.
• Collection staff will have Bright Sparks photo ID and a copy of your order.

A fee is payable at the time of booking.

If you receive housing benefits then bulky waste collections are free. You must include your housing benefit number when booking your collection.

Residents who receive housing benefit receive 4 free collections (of up to 5 items) per year. 

The number of collections is unlimited for paying customers.

You can choose your collection slot.

The first available slot, depending on demand, is usually in 5 working days.

On the day of collection leave your items as stated in the instructions received when booking.

We will only collect:

• items on the job ticket – we will not collect additional items
• items left in the agreed location that you selected when booking
• items left at the correct time – items should be out and available by 6am on the day of collection
• items that are safe to collect – for example, items should not be dangerous such as nails sticking out, sharp edges, dirty or soaked mattresses
• items that allow one person to collect them – for example wood should be securely bundled together

If you do not leave your items as instructed then they may not be collected and your payment will not be refunded.

If your collections are free and the items were not left as instructed then you will not get the collection slot added back to your annual entitlement.

If the crew is unable to collect your items you will be notified by email. You may have to rebook your collection.

Wet items left out in the rain

We won’t collect wet items left out in the rain because the rainwater adds extra weight to the items making them too heavy to move.

You should cover the items with a plastic sheet.

If the items are wet we will not remove the items on the scheduled collection day. We will make another attempt to collect 48 hours later.

Building or DIY waste

The bulky waste collection is for household waste items. We will not collect:

• rubble
• masonry and tiles
• construction waste
• fencing
• carpet

Our commercial waste service can collect these items and other DIY waste – email commercialwaste@hackney.gov.uk or call 020 8356 6683. 

Small electrical items like DVD players, computers, hair dryers and kettles

Take it to one of our recycling banks.

Sacks or bags of rubbish

These will be collected as part of your regular household waste collection.

Garden waste

Use the garden waste collection service or take it to a reuse and recycling centre.

Hazardous waste

To arrange a collection of hazardous waste or paint, please contact the Corporation of London hazardous waste collection and disposal service.

Any waste from landlords, tradesmen or businesses

Contact our commercial waste service.

If you’re booking an assisted bulky waste collection:

• we’ll only collect items stated in the booking form – no other items will be collected
• you will sign a waiver of liability form when we arrive so that we can collect the items
• items will only be collected if they are safe to handle – we will assess this at your home

Failure to follow these instructions will result in the cancellation of your assisted bulky waste collection.

All collections can be rescheduled to another available slot if you give us 48 hours notice. 

• If you’re a paying customer and give less than 48 hours notice you will not be refunded and will have to book the appointment and pay the fee again
• If you don’t pay because you receive housing benefit and don’t give us 48 hours notice to reschedule then you will not get the collection slot returned to your annual entitlement

Reschedule your collection

You can also reschedule by calling 020 8356 6688.

All collections can be updated if you give 48 hours notice.

If you give us less than 48 hours notice you will not be able to make changes or get a refund.

• If you’re a paying customer and add or remove items within the 5 item limit you will not receive an additional fee or refund. 
• If you’re a paying customer and add more items to exceed the 5 item limit you must pay the additional fee.
• If you’re a paying customer and remove items from your booking bringing your collection into a lower price bracket you will receive a partial refund.

Add or remove items from your booking

You can also make changes by calling 020 8356 6688.

All collections can be cancelled if you give 48 hours notice (excluding weekends).

• If you’re a paying customer and give us less than 48 hours notice then you won’t be refunded.
• If you don’t pay because you receive housing benefit and don’t give us 48 hours notice, you will not get the collection slot added back to your annual entitlement.

Change or cancel my collection

You can also cancel by calling 020 8356 6688.

Cancellations with at least 48 hours notice (excluding weekends) will be refunded.

• If you’re a paying customer with an account then the refund is automatic.
• If you’re a paying customer that booked via the telephone the refund must be requested – call 020 8356 6688.
• If you don’t pay because you receive housing benefit you will automatically get the collection slot added back to your annual entitlement.