Collections: FAQs

What is the difference between a house clearance and furniture collection?

A house clearance involves removing unwanted items from a property, typically when preparing for a sale, rental, or after a bereavement. This service can include the disposal of furniture, personal belongings, appliances, and general clutter.

Furniture collections are smaller and generally involve us collecting a few donations of large items, such as sofas and bedframes, that you may not be able to transport to us yourself. Items in a usable condition will be refurbished if necessary and sold in our stores, promoting reuse and sustainability.

Is there a charge for collections and clearances?

Yes - due to the rising cost of living, we are regrettably unable to collect items for free. The amount charged depends on how many items we are collecting:

• Up to five items: £50 (including VAT)
• Up to 10 items: £85 (including VAT)
• 11 or more items: This will be treated as a house clearance and your cost will be calculated on a per item basis. Our collection form will generate a free, no-obligation quote for you as you add in the items required to be cleared.

How do collection services work?

1. Fill out our collection form, detailing the information we need about the property and your items to provide you with a no-obligation quote. If your initial estimate comes up at more than £1,000, we will need to arrange a preliminary home visit.
   
   
2. After reviewing the information, taking into consideration the condition of your items and how long the collection will take, we will schedule your booking. You will receive an email with an exact date and time for your collection and, if payment is required, a final quote, containing VAT and any additional waste and labour charges.
   
   
3. You can make payment online, call us on 01462 678076 (option 1) or pay in cash on the day (just let us know in advance if you wish to do this).
   
   
4. Our professional team will arrive during your confirmed time slot, collect the specified items efficiently, and ensure the property is left clean and tidy.
   
   
5. Items suitable for reuse are refurbished where necessary and sold in our stores, supporting our commitment to sustainability. We will handle the sorting, recycling, and disposal of items that cannot be resold, adhering to all environmental regulations.

Do you charge for collection services?

The amount charged depends on how much needs collecting or clearing. Our current prices (last updated June 2025) are:

• Up to five items: Free
• Up to 10 items: £50 (including VAT)
• 11 or more items: This will be treated as a house clearance and your cost will be calculated on a per item basis.
  

Please note that clearances or removals generating an estimated quote of more than £1,000 will require a preliminary home visit to assess the time needed and the condition of the items being collected.

What area do you cover?

We collect donated furniture from and carry out house clearances in the Garden House Hospice Care catchment area, which includes Stevenage, Hitchin, Letchworth, Baldock, Royston, Biggleswade and all the villages in between. If you live outside this area, additional charges may incur.

If you're unsure whether we cover your location, please call us on 01462 678076 (option 1) and we'll be happy to assist.

Is there a minimum or maximum size of collection or clearance?

No, there is no minimum or maximum size. You can donate a single item of furniture or we can clear an entire property. The only difference is that the amount that needs clearing/collecting will determine whether the service is classified as a Furniture Collection (a fixed price for up to 10 items) or House Clearance (charged on a per item basis for more than 10 items).

What items do you accept?

We can also collect boxes/bags of smaller donations with your furniture, such as large and small electrical appliances, clothing, shoes, accessories and jewellery, CDs, books and homeware.

Are there any items you can't/won't accept?

We are incredibly grateful for the donations we receive through our collection services, however there are some things that we cannot sell for safety or legal reasons:

• Oil / chemicals / medical waste / paint
• Explosives / ammunition / weapons
• Petrol / fuel / petrol machinery
• Asbestos
• Drugs of any kind (medication etc.)
• Building materials
• Gas / compressed bottles
• Any unknown substances
  

If you are in any doubt, please call us on 01462 678076 (option 1) or request a call back.

Can you take white goods?

Yes, we can collect white goods such as refrigerators, washing machines, and ovens. If suitable, these items may be sold in our shop, contributing to waste reduction and sustainability.

What are additional waste and labour charges?

These will be calculated once we have reviewed your initial estimate, depending on the condition of your items. For example, mattresses and sofas without a fire safety label, unusable dishwashers or kitchen cabinets that are full of crockery will incur an additional charge. This is to cover the extra time taken to empty them, and/or the costs incurred by us to recycling any items that can't be resold.

What happens if I estimate the wrong amount to be cleared/collected?

We understand that estimating waste volumes can be challenging for a clearance, or the items you donate to us changing at the last minute. If what we collect or clear on the day differs from your initial estimate, our team will assess the situation on-site and provide an updated quote before proceeding. We aim to offer flexible solutions to accommodate your needs, so please do not hesitate to get in touch if anything changes.

How do I make a change to my house clearance or furniture collection?

To make a change to your house clearance or furniture collection, in the first instance, please give us a call on 01462 678076 (option 1). Alternatively, please email thedepot@ghhospicecare.org.uk. 

Do you recycle?

Yes, we are committed to environmentally responsible waste management. We recycle a significant portion of the waste we collect, ensuring materials are processed appropriately to minimise environmental impact. Additionally, many items suitable for reuse are sold or refurbished to sell in our shops, promoting sustainability and giving products a second life.

Are you a licensed waste carrier?

Yes, we are a fully licensed waste carrier, authorised to handle and dispose of waste in compliance with all relevant regulations. This ensures that your waste is managed legally and responsibly.

Are you insured?

Yes, we are fully insured, providing coverage for all aspects of our waste removal services. This ensures peace of mind for our clients, knowing that they are protected against any unforeseen incidents.

Do you offer same day collection?

Yes, we strive to offer same-day collection services whenever possible. Availability may depend on your location and the time of your request, so we recommend contacting us as early as possible to arrange prompt service.

Do I need to be present for a house clearance or furniture collection?

While it's preferable for you to be present during the collection or clearance to ensure all items are accurately removed, we can arrange them without your presence under certain circumstances. Please discuss this with our team in advance to make the necessary arrangements.

Do you need to see the items before collecting them?

While seeing the items can help us provide a more accurate quote, we can often give an estimate just by requesting photos of the items. For jobs generating an estimate of over £1,000, we will arrange a preliminary home visit prior to finalising your quote.

What constitutes as a 'usable' condition?

Could we take this item from your house and put it straight into someone else's? If so, that means it's in a usable condition. However, even if an item isn't usable (i.e. a chest of drawers is scuffed), our Upcycling team may be able to restore some love into it prior to reselling it in our stores.