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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

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.

Why was my waste not collected?

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

For example

  • 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

If you put items out that are heavier than 25kg/50lb or longer than 1m, you will need to book a Household Bulky Waste Collection or take it to one of our Household Waste Recycling Centres (HWRCs).

You put garden waste out for collection 

You should not put garden waste out amongst any other type of waste.  You can subscribe to our Garden Waste Collection Service, compost it at home or take it to an HWRC.

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.