Missed collections must be reported within 48 hours of your collection.
We do not collect recycling and waste on a Saturday, Sunday or Monday.
What happens when you report a missed collection
Your collection status will show you whether your bins and bags have been collected, are due for collection or have not been collected. If an item is marked as ‘Collected’ you are able to report it as missed. You cannot report an item that is due to be collected or an item that has been marked as not collected.
Any item that has been marked as not collected will show the reason why and advice on what you need to do next.
Making a report
When you report a missed collection you will receive a confirmation email. We will look into your missed collection and let you know what will happen next.
Then we will email you to let you know whether:
- we have returned to collect your recycling and waste, or
- you will need to put your waste or recycling back out for your next collection.
If we go back to collect a missed collection we aim to do this within 48 hours of receiving your report. If we are not able to make it within 48 hours we will reschedule your collection.
We may also ask you to return your recycling and waste to your property and put it back out on your next collection day.
If we confirm that we are not going back for your recycling or waste, you may have:
- put incorrect items into your bags or bins,
- presented your recycling and waste incorrectly, for example if you put it out too late for collection, or
- not had your bin out when we attempted to collect.
There may also be occasions where we are unable to return to collect your recycling and waste, due to staff or vehicle unavailability.
Reasons you may not be able to report a missed collection
If your recycling or waste was not presented on time for collection you will not be able to report a missed collection. Please take it back to your property and present it on your next collection day.
If there were items included in your bags or bins that should not have been there you will not be able to report a missed collection. You will need to remove the incorrect items before putting your recycling and waste out for your next collection.
You can look up items in our
A – Z of recycling to see how they can be recycled or disposed of safely.
If your recycling or waste was not presented correctly, for example if bags were split or not tied, or your bin lid would not close you will not be able to report a missed collection. Please take it back to your property and present it correctly on your next collection day.
You will not be able to report a missed collection if your bin was too full for us to empty it. Bin lids must be closed for collection. We will not collect additional waste, around or on top of bins.
Please remove any additional items before putting it out for your next collection.
If we are unable to access bags and bins outside your property due to a locked entrance or incorrect code to the bin store you will not be able to report a missed collection.
If we were unable to access your street due to bad weather, roadworks or parked vehicles we aim to return to collect later that day if possible. We may need to reschedule your collection.
If your bin is damaged and we cannot empty it you will not be able to report a missed collection.
If we notice your bin is damaged due to wear and tear we will arrange for it to be repaired. We aim to replace your bin within 15 working days. You can use bags to put out your waste until you get a replacement bin.
If we are aware of city wide disruptions to recycling and waste collections we will aim to keep you updated online. You will not need to report a missed collection.
If we are unable to carry out collections we may advise you to put your bins out another day.
If you have put out bins that do not match your property address or that are not allocated to your property you will not be able to report a missed collection.