You can report your missed waste after 3pm on the collection date up to 12 noon on the following working day.
If you report a missed bin within this timeframe, we will collect it within two working days. Your waste container must be left at your normal collection point.
If you report a missed bin after 12 noon the day after your collection date, we cannot guarantee that we will pick it up.
You must sign in to My account to report the missed collection. If you do not have an account, you will have to create one.
How to report a missed collection
To report a missed collection in the Waste Portal, use the calendar to select the bin type that was missed and then click "Bin has not been emptied" and "Report a collection issue".
Before you report a missed collection
Before you report a missed collection you should:
- check our service update information for any disruptions to our collection service
- check your collection calendar to make sure your bin was out for collection on the right day
- make sure that your bins and sacks were out at your collection point by 7:00am on your collection day
- make sure your bins and sacks were out at the correct collection point. The collection point for bins and clear sacks is normally the front boundary of your property
- check that if we didn’t empty your green bin or food bin, there wasn’t anything contaminating the bin. Look at your collection calendar or our bin collection pages if you are unsure
- check that if we didn’t collect your clear sacks, they didn’t contain any items that we cannot collect for recycling. Look at your collection calendar or our bin collection pages if you are unsure
- check the sack or bin is not too heavy to lift or tip.
- check that the contents of the bin are not frozen or compacted.
- ensure you are currently subscribed to the service or correctly displaying a valid subscription sticker if your garden waste bin has been missed.
If there were poor weather conditions or cars blocking access to your road, leave your bins and clear sacks out. Our collection crew will return as soon as they are able to access your road.
After you report a missed bin
We aim to collect missed bins within two working days of you reporting it.
Keep informed and sign up for alerts
You can find out about changes and updates to our service by:
- signing up for text message reminders
- registering for email updates on recycling, refuse, street cleaning and horticulture
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