Before you report a missed collection
Please check our list of possible reasons why your waste may not have been collected.
For fortnightly collection services, eg, Recycling and Garden Waste
Please ensure you have put your waste out on the correct week before reporting that your collection was missed. You can check your collection day on our My Area page.
Report a missed collection
What happens next
If you report a missed collection, our contractor will check their vehicle tracking data and on-board CCTV footage. This is to confirm whether or not your waste was out for collection by 7.00 am at your collection point and correctly presented.
- Reports received before 12.00 noon Monday to Friday
Our contractor will contact you and return by 6.00 pm the same day if their checks confirm they missed your waste.
- Reports received after 12.00 noon Monday to Friday
Our contractor will contact you and return by 12.00 noon the next day if their checks confirm they missed your waste.
- Reports received on Saturday and Sunday
Our contractor will contact you in the morning on the next working day. They will return by 12.00 noon that day if their checks confirm they missed your waste.
If you have already reported that your collection was missed and haven’t yet heard from our contractor by the relevant time stated above, please do not report it again. You can request an update instead using the button below but you will need the 12 digit reference number (which starts 10100) from the confirmation email you were sent when you logged your original report.
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 entering your postcode and selecting your address on the My Area page.
The waste contained things we cannot collect
We can only take normal household waste.
View more information on rubbish collectionYou 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). They 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
Items heavier than 25kg/50lb or longer than 1 metre cannot be taken on the household rubbish collection round.
You put garden waste out for collection
You should not put garden waste out amongst any other type of waste. You can either:
- subscribe to our Garden Waste Collection Service, or
- compost it at home, or
- take it to one of our Household Waste Recycling Centres (HWRCs)
Your waste 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.
Make clinical waste collection requestYou should never put any infectious waste or clinical sharps into your normal household waste.
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.
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.
Our contractor’s admin team can contact you to check where you normally leave your waste for collection.