Waste and recycling

Missed waste collections

Find out how we deal with:

See details of any known service issues or known missed streets:

Check our waste collection updates


Missed household waste collections

If we haven't collected your household waste, check the following:

  • you placed your bin/bags in the correct place by 7.00am on your collection day
  • your bin wasn't too heavy
  • you put your bin/bags out on the correct day/week
  • your bin didn't contain 'chargeable waste', for example: bricks, rubble, plasterboard
  • whether our waste collection team left a sticker explaining there was a problem

Contact us to report your missed bin:

  • if none of the above points apply
  • after 4.00pm on your collection day
  • within 1 working day of your normal collection time

Once we've logged your missed collection, we'll return at the earliest opportunity, usually on a next working day basis.

See details of how to report missed assisted waste collections, if you're registered for an assisted collection for your household waste.

Top of page


Missed recycling collections

If we've missed a recycling collection, you should check:

  • your boxes contain only the correct items
  • your boxes were put out at your collection point before 7.00am
  • whether we have left a sticker explaining there was a problem

If none of these apply:

  • we can't return for it unless it's an assisted collection
  • you can present any extra recycling at your next scheduled collection

See our guidelines regarding excess and additional recycling.

See details of how to report missed assisted waste collections, if you're registered for an assisted collection for your recycling.

Top of page


Missed garden waste collections

We can't return for a missed garden waste collection unless it's:

If we've missed a garden waste collection, keep it until your next scheduled collection.

Note: We won't collect any additional garden waste which doesn't fit into your green bin(s).

Missed paid for garden waste collections

If you pay for an additional bin, or bins, to be collected under the additional garden waste subscription scheme, you can report those bins as missed.

Contact us to report your missed paid for bin, or bins:

  • after 4.00pm on your collection day
  • within 1 working day of your normal collection time

Once we've logged your missed collection, we'll return at the earliest opportunity, usually on a next working day basis.

Please note that we will not empty the first bin at the address (the one which is not part of the subscription service), only the paid for additional bin, or bins.

See details of how to report missed assisted waste collections, if you're registered for an assisted collection for your garden waste.

Top of page


Missed assisted waste collections

If we haven't carried out your assisted collection (household, recycling or garden waste), check the following:

  • your bins, boxes or bags were in the agreed place by 7.00am on your collection day
  • your bins, boxes or bags weren't too heavy
  • you put your bins, boxes or bags out on the correct day/week
  • your bins, boxes or bags didn't contain 'chargeable waste', for example: bricks, rubble, plasterboard
  • whether our waste collection team left a sticker explaining there was a problem

Contact us to report your missed assisted collection:

  • if none of the above points apply
  • after 4.00pm on your collection day
  • within 1 working day of your normal collection time

Once we've logged your missed assisted collection, we'll return at the earliest opportunity, usually on a next working day basis.

Top of page


Missed bulky waste collections

You're able to arrange bulky collections from your address for:

We collect bulky items on certain days according to the area where you live.

Contact us the next working day following the agreed collection date to report a missed bulky collection.

You can't report a missed bulky collection on the day that the collection has been agreed, as the collection crews may still attend after our contact centre has closed.

Once we've logged your missed bulky collection, we'll return on the next scheduled collection day for your area. This will usually be the following week.

Top of page


Missed clinical waste collections

You are able to arrange clinical waste collections from your address for bagged medical waste or for sharps boxes.

Contact us the next working day following the agreed collection date to report a missed clinical waste collection.

You can't report a missed clinical waste collection on the day that the collection has been agreed, as the collection crews may still attend after our contact centre has closed.

Once we've logged your missed clinical waste collection, we'll return on the next available collection day for your area.

Top of page


Missed streets and communal bins

If we've missed waste collections for a whole street, or for communal bins at a block of flats, this will usually be due to known:

  • service issues or
  • access issues

Check our waste collection updates page to see details of any known service issues.

We'll always try to revisit at the next opportunity (usually the following day) when an entire street or a communal bin has been missed. Make sure your waste is presented by 7.00am, after the initial missed collection.

Contact us to report a missed street:

  • if all properties in the street have been missed
  • if your street is not listed on the waste collection updates page
  • after 4.00pm on your collection day
  • within 1 working day of your normal collection time

You may need to wait until your next scheduled collection date if we're unable to return to collect your waste due to access issues, such as:

  • road works
  • badly parked vehicles

In this case, make sure your waste is not left at the kerbside - take it back in until your next collection date.

Top of page


Excess waste due to missed collections

Contact us to report an excessive build up of waste due to a missed collection or access issues for a communal bin.

Please use alternative ways of disposing of your waste or recycling until the issue is resolved, if possible.

Household waste recycling centres

Dispose of any excess waste, or waste resulting from a missed collection, at either of our household waste recycling centres (HWRCs):

Top of page


Also see

Waste, Highways and Environmental Services

Telephone: 01904 551551