Missed bin collections

If your bin hasn't been emptied on your bin collection day you can use our report a missed bin collection form to tell us.

Report a missed bin collection 

The completed form creates a request to the crew to return to empty your missed bin.

How the form works

Our form uses real time information from the crews emptying the bins.

If our bin collection crews tried to empty your bin but couldn’t, the crew tells the system why and this is displayed in the form.

The crew should tell the system if they have missed a street. The same system tells the crew about assisted collections and garden bin subscriptions.

Find out more about the in-cab system used by our crews.

You cannot use the form to tell us about someone else's bin or if your bin has been missed on multiple occasions.

When to use the form

You should wait until after 6pm to report a missed collection as our crews may still be working in your area.

You can report a missed bin up to 2 working days after the day it should have been collected. You can only report one bin at a time.

Report a missed bin collection 

Reasons why we can't empty your bin

If your bin was not emptied because we were not able to complete a round, we will try to return as quickly as possible (this may be on a Saturday). Please leave your bin out where it is safe to do so. Find out what to do next if we have been unable to return for your bins. 

We cannot empty your bin if

• we cannot get to your bin 
  for example, due to bad weather, road works or something blocks our route – for this reason we will try again within 5 working days
• your bin isn’t on the kerbside collection point by 6.30am on the day of collection and you don't have an assisted collection
• you do not have a garden waste subscription
  You must have a garden waste subscription for collections for the current year
• the bin lid cannot close 
  It must be closed so the collection crew can safely attach the bin onto the vehicle for emptying
• the wrong bin was put out
  You can check which bins will be emptied on which days on our bin collection calendar
• the bin was put out on the wrong day
  You can check which day your bins will be emptied on our bin collection calendar. 
• the bin is too heavy
  The bin and contents must not weigh more than 90kg. You can take additional waste to a Household Waste and Recycling Centre
• there is waste that shouldn't be in that bin
  See our page on what waste goes where
• the contents of your bin are frozen
  Or your bin lid is frozen shut.

If your bin was missed for one of these reasons, we will empty your bin on the next bin collection day for that bin.

If you bin was not emptied for another reason you can report a missed bin collection. 

Report a missed bin collection 

If we have not been able to return for your bin

We are doing all we can to return to missed bin collections within 5 working days, but we cannot guarantee this will be the case.

In some circumstances, we may not be able to return to your property before your next scheduled collection day.

In this case, up to 3 additional standard size waste bags can be placed next to your black household waste bin or silver recycling bin and will be collected by our crews.

Multiple misses

You can only report one missed collection at a time. If multiple bins have been missed on the same collection day, a separate report will need to be logged for each missed collection (within 2 working days).

If your bin has been missed on multiple occasions in the last 3 months and you have previously reported these, you can make a complaint using our customer feedback form.

Job opportunities

Due to significant staff and HGV driver shortages there could be a delay in your bin being collected.

If you or someone you know, has a HGV licence and is looking for work locally see our jobs pages.

Waste collection policy

See our waste management and fly tipping policy (PDF, 304KB) and other 
waste management policy documents and performance reports  

Waste Watchers app 

Contact Waste and Recycling