Missed bin collections

Before you contact us to report your missed bin, please check that one of the following was not responsible for your missed collection.

  • Was your bin/bag put out for collection on the correct day? If there has been a recent bank holiday, or if there is a bank holiday upcoming, your collection dates are likely to change. You can Check your bin day by entering your postcode.
  • 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 always begin their rounds at 6:00am, so please ensure that your bin is visible to crews from this time
  • Was your bin too full?  The lid of the bins must be fully closed. 

If you answered all of the above questions with 'yes' please complete a missed bin collection form.

Any missed bins must be reported within one day of the day that collection was due, excluding weekends. For example, if your collection was due on a Thursday and your bin was missed, you must report it to us by Friday of the same week.

Where we have missed your bin by mistake, we aim to return within one working day (Monday-Friday).

Please 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.

Report a missed collection

If the crew have reported an issue with your bin or you have forgotten to present it, please accept our apologies but we will not be able to return, and your bin will not be emptied until the next working scheduled collection day. All our collection vehicles are fitted with route optimisation collection software and safety cameras.

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.

Get in touch about recycling and waste

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.