Missed collections must be reported within 48 hours of your collection.
We do not collect recycling and waste on a Saturday, Sunday or Monday.
Check your collection dates online. Please put your bags or bins out by 6am on collection day but not before 4.30pm the day before.
Read our recycling and waste collection information to find out how to present your waste correctly.
What happens when you report a missed collection
You can report a missed collection online.
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.
Reporting a missed collection
If you have enough room in your containers and can store the missed waste or recycling until your next collection, please return the containers to your property.
If you are unable to store the missed waste or recycling, please report your collection as missed. We will send a confirmation email and aim to return for your missed collection.
There may 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
Recycling or waste was not presented on time
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.
You can check your collection dates online. Please put your bags or bins out by 6am on collection day but not before 4.30pm the day before.
Contaminated recycling or waste
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.
Please read our recycling and waste collection information to find out how to present your waste correctly. You may receive a sticker on your bags or bin if you have put incorrect items in.
You can look up items in our A - Z of recycling to see how they can be recycled or disposed of safely.
Recycling or waste was presented incorrectly
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.
Please read our recycling and waste collection information to find out how to present your waste correctly.
Additional waste
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 you have excess waste you can visit your local recycling centre or arrange a bulky item collection.
We could not access your bags or bins
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.
Damaged bins
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 your bin has been deliberately damaged beyond repair you will need to pay for a replacement bin.
Disruptions to collections
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.
We are reviewing your bins
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.
