Report a missed bin collection
Please do not report a missed collection until after 4:30pm.
If your bin or bag has not been collected you can either report it on the day of collection after 4.30pm (Monday to Thursday) and after 3.30pm (Friday) or within 48 hours by calling 0300 300 8302 or by emailing email@example.com.
If you miss your collection day, you can dispose of household waste at one of our tidy tips.
Possible reasons your bin may have been missed are as follows:
- wrong bin - we can only collect the bins / bags scheduled for collection. Check your waste collection day for more details
- your containers weren’t presented at 7am
- adverse weather conditions - please read the section below which explains how we deal with bin collections in adverse weather
- the recycling bins contained non-recyclable items. Please ensure all your recycling is clean, dry, has no food remains and is squashed before placing loose in your bin
What if my recycling bin has a red ‘Sorry’ tag on it?
If the wrong materials are found in your recycling bin (such as black bagged waste, food waste or reusable textiles etc.) it will not be collected. A red ‘Sorry’ tag will be placed on the recycling bin explaining what the incorrect items are.
If this happens, please remove all unacceptable items which are listed on the tag and put your bin out on your next scheduled collection day. We will not return to empty your bin before this time.
Garden waste bins and bags
Garden waste bins and bags must contain only garden waste. For a reminder of what is accepted in your garden waste collection view our What goes in my bins page.
Please remember to not exceed the 10kg weight limit of the garden bag (North of region only (PDF 2.8MB) )
Part emptied / overloaded bins
We will not empty a bin if it's overloaded; that is, if it is too heavy, causing a hazard to the crew or if there is a risk of spillage. Overloading and frozen contents can also result in a bin being part-emptied.
We will return to collect these on the next scheduled collection providing you have removed the load or blockage. If you have large items you might want to arrange a bulky waste collection.
You can help out waste collection crews by ensuring that you do not park in a way which obstructs access.
Adverse weather conditions
We try to maintain waste and recycling collections regardless of the weather, but where conditions are dangerous for our crews pulling waste bins and loading vehicles, we may need to suspend bin collections until conditions improve.
In the event of adverse weather conditions, we will make every effort to collect your kerbside waste. If we are not able to due to safety concerns, we will catch up as soon as possible. Residents are advised to make full use of their food waste collection (north of the region only) and recycling collection.
Garden waste and bulky waste collections will be suspended in adverse weather, to focus resources on kerbside collection of food, recycling and residual waste. Where street cleansing is suspended due to bad weather conditions, the vehicles and staff will be diverted to gritting.