Bins and collections

Booking a collection is easy in myBiffa.

1. Log in to or register for myBiffa
2. Go to the home page and select ‘Book an additional service'
3. A drop down of all your services will appear - select the relevant service from this list
4. Complete the short form to book your service
5. You will then receive email confirmation, including your unique reference number

If you have a large number of services, it may be easier to follow the below steps instead:

1. Log in to or register for myBiffa
2. Select 'Services' in the menu
3. Search or use the filters to find the relevant service
4. Click on the relevant service, then click 'Book an additional service'
5. Complete the short form to book your service
6. You will then receive email confirmation, including your unique reference number

Yes - if you book an extra service you will be charged at your current rate per lift.

We have set days where we are scheduled to cover each postcode area. These are reflected on the booking screen you can see on myBiffa.

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.

Ordering more bags is easy in myBiffa.

1. Log in to or register for myBiffa
2. Go to the home page and select ‘Book an additional service'
3. A drop down of all your services will appear - select the service for which you need more bags
4. Complete the short form to order your bags
5. You will then receive email confirmation, including your unique reference number

If you have a large number of services, it may be easier to follow the below steps instead:

1. Log in to or register for myBiffa
2. Select 'Services' in the menu
3. Search or use the filters to find the service that needs more bags
4. Click on the relevant service, then click 'Book an additional service'
5. Complete the short form to order your bags
6. You will then receive email confirmation, including your unique reference number

Note: Bags come in rolls of 50.

If you have booked an additional service using myBiffa, you are usually able to amend or cancel it until 12pm the working day before we are due to collect it. Log in to myBiffa to check whether you can do this.

If you are no longer able to do this online, or the service was booked through another means, please call us on 0800 601 601 and we'll do our best to help.

Yes, you can see this in myBiffa.

1. Log in to / register for myBiffa
2. Click on ‘Reports’ in the menu
3. Select ‘Service history report’
4. View, search and filter for the information you need - note you can also add more information and change how you view the report by using the 'cog' icon in the top right of the report (this will reset to the default when you log out)

Note that in some cases, there is a lot of information in this report. Therefore you may need to use the horizontal scroll to see it all, and it may take a little while to download. 

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 myBiffa.

1. Log in to / register for myBiffa
2. Select the ‘Services’ from the menu
3. Select 'Transactions' from the tab near the top of the page
4. Locate the relevant service - if you have a large number of services, you filter by 'Unable to complete'
5. Click on the service - at the top of the page, you will be able to see a reason and / or a photo of why this service resulted in a wasted journey

What next?
If you require us 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 we were not at error. You can book an additional service on myBiffa, please see ‘How do I book a service?' if you need help doing this.

We 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.

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

You can check this on myBiffa:

1. Log in to / register for myBiffa
2. Select ‘Services’
3. Select ‘Transactions’ in the tab at the top of the page
4. Locate the relevant service and view the service status

Services can be:

• Scheduled
• On our way
• Completed
• Rescheduled
• Unable to complete

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

Firstly, our convenient myBiffa customer portal can tell you the status of your service. Please check here to see if we're still on our way, or if there have been any issues. If we were unable to complete the service, or if we have had to reschedule, this will also be displayed in myBiffa.

If you cannot see any information explaining why we were unable to complete your 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.

If we have not been able to complete a service 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.

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.

If you find you require an extra bin to cope with your volume of waste, please email us at 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.

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.

We can arrange for a replacement bin, or for the container to be fixed. Please contact us at services@biffa.co.uk including your contact details, the account number (and site postcode if you have multiple sites) or the full site address.   

If your bin is stolen and you wish to claim on your business insurance, please contact the police to obtain a crime reference number (CRN). Once you have this, please contact us at services@biffa.co.uk including your account number or 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.

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.