My bin hasn't been collected

Missed bins - grey bin, blue bin or brown bin

If your bin was not emptied by 3pm on your scheduled collection day:

  • Let us know by 5pm on the next working day
  • Leave it at your designated collection point 

We will only return for a missed bin if you:

  • put it out for collection by 6:30am on its scheduled day
  • put it in its designated collection point
  • put the correct materials in the bin
  • made sure the lid was fully closed 
  • did not overfill the bin
  • used a bin that was not broken or damaged
  • clearly displayed a valid collection sticker (brown bin only)

Let us know if we have not emptied your bin

If your bin was presented correctly and we did not empty it, we aim to return to empty it within 5 working days
We will check crew reports and the vehicle tracker and vehicle CCTV to verify your claim.

Access issues

When we cannot empty bins due to roadworks or inconsiderately parked vehicles:

  • We will record this so you do not need to let us know
  • Leave your bin at your designated collection point 
  • We aim to return to empty your bin within 5 working days
  • If access is still blocked when we return, we will empty your bin on its next scheduled collection date

Non-collection

In all other situations, or if we have tagged your bin: 

  • return your bin to your property 
  • remove any heavy or incorrect items
  • request a new bin if your bin is damaged
  • put your bin back out to be emptied on its next scheduled collection date
  • make alternative arrangements for the disposal of your waste/recycling if needed

Glass and food waste containers

If your containers were not emptied:

  • Return them to your property.
  • Let us know by 5pm on the next working day

We will no longer return for missed food waste or glass boxes. We will return on your next scheduled collection date. 

Let us know if we have not emptied your containers

Bad weather

  • Check our Service Updates
  • Only contact us to report a missed bin if we have emptied other bins/containers in your street
  • If you can:
    • remove snow from your bin/container
    • clear a path in the snow so we can move your bin to the collection vehicle

Industrial action

  • Check our Service Updates 
  • If your bin was due to be collected on a strike day it will be emptied on its next scheduled collection date, provided this does not coincide with further industrial action.
  • Store your waste on your property until it is due to be collected. 

Assisted collections

If we cannot access your bin we will retry on your next scheduled collection date.

We might not be able to access your bin/containers because of:

  • locked gates
  • overgrown vegetation
  • dogs in the garden
  • parked vehicles
  • the place where the bin was left for collection
  • untreated icy paths

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