Garden Waste Renewal - Frequently Asked Questions (FAQs)

What is changing?

We are moving from sending paper renewal letters by post to sending digital renewal notifications via email.

Why is this happening?

To help us make the service more efficient and reduce paper waste.

When will this change happen?

• A trial phase will begin in July 2025 with a small group of residents.
• The rollout to garden waste customers who have subscribed online and provided an email address will take place from August 2025.
• The rollout to garden waste customer who have not subscribed online but have provided an email address will take place some time in 2026.

Will I be informed about the change?

Yes. All current garden waste customers who have subscribed online, will receive an email explaining the move to digital renewals and how to update your contact preferences.

How will I receive my renewal reminder?

If you've subscribed online and provided an email address, you'll receive your renewal reminder digitally.  If you haven't provided an email address, you'll continue to receive a letter by post.

Will everyone be contacted at the same time?

You will be contacted around your individual renewal date and informed of the changes.

What if I don't want to receive emails or texts?

You can opt out of digital communications at any time. Instructions will be included in the message you receive, or you can contact us directly to update your Garden Waste Subscription Preferences.

What if I don't have access to email?

Don't worry - we will continue to send postal letters to residents who do not have digital access or who choose not to opt in.

Who can I contact if I have questions?

• If you have any questions or need help updating your contact details, please contact our service provider Serco by email norfolkwaste@serco.com or by phone 0330 109 9220.  
• For full terms and conditions, visit: Garden Waste Collection Service Terms and Conditions.  
• We also welcome your Garden Waste Service Feedback.