Introduction

If your collection has been missed, you can report it online within five working days after the collection day.

Reporting Timescales

• Refuse and Garden waste collections can be reported online on the day of collection and within 5 working days (not including the initial collection day)
• Recycling collections can be reported online on the day of collection and within 3 working days (not including the initial collection day)

Please Note – When reporting on the day of collection, real time information is used, if a crew has yet to service your property the form will ask you to report after 7pm.

Before reporting a missed bin or recycling collection, please confirm the following:

• Your bin or recycling containers presented at the kerbside (or agreed location) by 6am.
• You have put the right items in the bin or recycling box – information about what goes into each container can be found here.
• Your bin or box has not got a tag or sticker on it. Please check to see if your collection container has been tagged with a reason for non-collection
• Your waste was fully contained in the bin or recycling box
• You have put your bin or recycling box out on the correct day – You can check your collection day on our website
• You are reporting this to us after 7pm on your collection day. Sometimes roadworks, lorry breakdowns, a change of crew or route, or other unexpected events can delay the collection of your bin

Reasons for non-collection of containers

• The bin included commercial, business or industrial waste
• The bin was too heavy
• The bin included items that we do not currently collect at the kerbside
• Excessive cardboard – more than the equivalent of two recycling boxes and/or not flattened cannot be collected at the kerbside. Very large pieces should be flattened and taken to a recycling centre. You can find details of your nearest recycling centre here.