Why has my bin not been emptied?
Checklist
- Your bins and containers should be presented on the public footpath/road closest to the edge of your property for 7am on your scheduled collection day or no earlier that the evening before the collection is due. Sign up for bin day reminders, view your collection days and download a calendar.
- The lids on your bins and containers must close properly.
- Your waste items are in the correct bins and containers and they don't contain items that we don’t collect. View details of which bins and containers to use:
- No sacks or items are left next to or on top of your red top bin, these will not be taken.
- Don’t overload your bins and containers, heavy bins and containers can’t be lifted safely by the collection vehicles, they have a specific load limit to adhere to.
- Bins that are too heavy to lift will not be emptied and you will need to remove some of the weight, a hanger will be left on the bin handle to explain what to do.
- The missed collection is not due to a bank holiday and your scheduled collection has changed, view details of changes due to bank holiday.
- There are no unscheduled disruptions to the service due such as adverse weather conditions, view information about what to do in these instances.
Last updated : 17 July 2024
Report a missed collection online
Please only report a missed collection after checking the online guidelines for further information, if your collection has been genuinely missed.
Visit our webpage for more advice on what to do if your bins were not presented in time for your scheduled collection.
Handy hints when completing the online form
Ensure you include your name, address and daytime contact details when completing the form
Include details of where the bin/containers are, sometimes a different collection crew are be sent back and may not be familiar with the street/road collection points.
Report a missed bin collection
When will my bin get re-collected?
If you have reported a missed collection, our contractor, Veolia, will return to collect it by 5pm on the next working day.
Please note:
When reporting a missed collection, you must ensure your container remains at the agreed collection point and is accessible for collection.
Missed collections reported on a Friday will be revisited by 5pm on the following Monday.
Collections are only carried out on Saturdays when there has been a Bank Holiday and collection schedules have been delayed by one day.
If our contractor reports an issue that prevented the collection, you may receive an automated email notification advising you of the reason.
If you disagree with the reported issue, please contact our Customer Services team on 01952 384384.
A member of the Recycling and Waste team may also contact you regarding your report, so please ensure you provide up-to-date daytime contact details.
This will help us investigate and resolve your missed collection as quickly as possible.
Unable to select your container type from the list?
If you are unable to select your container type from the list, this indicates that an issue has been recorded against your collection. In these circumstances, our contractors will not return to collect the container.
If you believe the issue has been recorded incorrectly or would like to discuss the matter further, please contact our Customer Contact Centre on 01952 384384, where a member of the team will be happy to assist you.
Reporting a missed bin outside normal office hours
If you are making this request outside normal office hours (Monday to Friday 9am - 5pm), on a weekend or bank holiday it will be dealt with on the next working day.
Last updated : 30 September 2026