Problems, privacy and missed AHP collections
This page explains what to do if something goes wrong with your AHP collection. It covers split sacks, missed collections, privacy concerns and what happens if waste is not presented for several weeks. Reading this page will help you understand what support is available and how to get help if you need it.
What is a "split sack"?
A split sack is any waste or AHP sack that is damaged at the point of presentation and means the sack is not fit for safe collection.
A split sack includes:
- Tears, holes, punctures or burst seams
- Leaking waste or fluids
- Exposed or escaped contents
- Sacks weakened or distorted by overfilling
How do I prevent my sacks from splitting?
Securely tied and damage free sacks are essential for a successful collection.
To avoid non-collection, do not overfill sacks, always tie sacks securely at the top and avoid placing sharp or heavy items inside.
What happens if my sack is split before the crew arrives?
If a sack is already split at presentation, it will not be collected.
The crew will record the non-collection on their collection monitoring system, apply a notification sticker, take a photograph for audit and service quality purposes.
You will need to re-bag the waste securely and place it out for your next scheduled collection.
What if the crew accidentally splits the sack while collecting it?
If the sack splits as a result of crew handling, the responsibility transfers to the service.
The crew will contain and clean the spill using on vehicle equipment.
What If I am concerned about privacy?
We understand that some residents may prefer to keep their AHP waste as discreet as possible.
If you are uncomfortable placing AHP sacks out separately, you can put them inside your non-recycling wheeled bin on your usual general non-recyclable waste collection day.
The AHP sacks provided by the council are designed so the contents cannot be seen.
If you still have concerns or would like to talk through your options, you can contact our Waste Minimalisation Team or by calling Customer Services on 01376 552525 for further guidance.
What happens if I don’t present waste for several weeks?
If no AHP waste is presented over several collection rounds, the service may be paused or withdrawn.
However, we will always contact you in writing first to let you know and give you the opportunity to restart the service before any action is taken.
What should I do if my AHP collection is missed?
If your AHP collection has been missed and everything was presented as it should be, you can report it from 3pm on the day of collection and up to 12 noon the following day.
Once reported, we will arrange for the collection to be completed within 2 working days.
If you are unable to report the missed collection online, you can contact Customer Services on 01376 552525 for assistance.