Report a missed collection
Before you report a missed collection
Please check our list of possible reasons why your waste was not collected.
Report a missed collection
- Missed rubbish collection
- Missed recycling collection
- Missed garden waste
- Missed clinical collection
What happens next?
If you report a missed collection, our contractor will investigate, including checking their vehicle tracking data and on-board CCTV footage, to confirm that your waste was out for collection by 7.00 am and was missed by their collection crew.
Reports received by 12.00 pm midday Monday to Friday
Our contractor will contact you by 1.00 pm and will return by 6.00 pm the same day if they confirm they missed your waste.
Reports received between 12.00 pm midday and 6.00 pm Monday to Friday
Our contractor will contact you by 6.00 pm and will return by 12.00 pm midday the next day if they confirm they have missed your waste.
Reports received after 6.00 pm or on Saturdays and Sundays
Our contractor will contact you in the morning on the next working day and will return by 12.00 pm midday that day if they confirm they have missed your waste.
Please consider these possible reasons why your waste may not have been collected before you log a missed collection:
Your waste was not out for collection by 7.00 am
If you put it out later, you may have missed the collection crew who start their rounds at 7.00 am. You can check your collection day by using the My Local Area page.
The waste contained things we cannot collect
We can only take normal household waste. Please see our rubbish collection page for more information.
You used the wrong container
- You presented your household rubbish (residual waste) in a brown garden waste bin. Brown bins are only to be used for garden waste (if you subscribe to the service) and are collected on a separate round by a different collection crew; the household rubbish collection crew will not check brown bins for household rubbish.
- Your recycling was not separated out into the appropriate containers. Please check our what goes into each container page if you're unsure how to sort your recycling.
You put bulky waste out for collection
You put garden waste out for collection
Your household rubbish contained too much clinical waste
If you produce more than a third of a black bag per week of non-infectious clinical waste, you will need to request a Clinical Waste Collection.
You should never put any infectious waste or clinical sharps into your normal household waste and must request a Clinical Waste Collection.
The collection round is later than usual
If the waste for the rest of your street hasn’t been collected, the collection may be running late. Please wait until the end of the working day to report a missed collection as our collection contractor’s rounds operate until 6.00 pm.
Your collection has been missed many times
If your collection has been missed several times, the collection crew may not have seen your waste.
Please provide your contact details when you report your missed collection so that our Contractor’s admin team can contact you to check where you normally leave your waste for collection.