Before you contact us to report your missed bin check that one of the following was not responsible for your missed collection
- Was your bin/bag clearly visible to the waste collection crew? Bins should be placed at the edge of your property unless you are on assisted collections
- Was your bin/bag left out before 6:00am? Our collection crews begin their rounds at 6:00am so ensure your bin is visible to crews from this time
- Was your bin too full? The lid of the bin/s must be fully closed.
If you answered all of the above questions with 'yes' complete a missed bin collection form. You will need to wait until after 4pm on the day of your missed collection and it must be reported within 24 hours. If your bin was missed on a Friday you can report it up until Monday 5pm.
Where we have missed your bin we aim to return within one working day (Monday-Friday). Leave your bin out for collection until we have returned to empty your bin. Should the bin not be left out at the collection point we will not return until the next scheduled bin collection.
If the crew have reported an issue with your bin or you have forgotten to put it out we will not be able to return and your bin will not be emptied until the next working scheduled collection day.
If you are on holiday or working away from home, arrangements should be made with a neighbour/someone else to present the waste/recycling for collection. They must also take the bin back after emptying.
In the event of severe weather or other disruption affecting our service we will publish updates on our website and social media. We will not return to empty bins that are frozen solid or have frozen shut lids - you should make sure the bin can open and the contents are loose on the morning of the collection.
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The quickest way to contact us is by using our online forms which are available 24 hours a day, 7 days a week. If you need to speak to us give us a call and talk to our Customer Services team who will be happy to help. Alternatively, you can email the service direct.