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Coronavirus: Updates and information

Find out about available support, how to offer help, and how to look after your wellbeing. Our customer service centre is open to help you by email and phone. Please continue to follow official NHS and government advice.

Limited green bin collection service

We guarantee to empty your green bin every four weeks, but put it out every fortnight and we’ll empty it if we can

Report a missed household bin collection

We aim to empty all household bins on schedule, but we do occasionally miss some. Bad weather, road works and other issues can sometimes mean we’re unable to empty the bins on your street.

If this happens, we’ll publish a service update to let you know when we’ll return – it will usually be the next working day.

If we empty the other bins on your street but leave yours, check whether we left a card saying why we did not empty it. For example, perhaps it was overfull, or we noticed that it contained something that should not be in the bin.

If we left a card, we will empty your bin on your next scheduled collection if the issue has been fixed.

We can return to empty your bin if:

  • Your bin or sack was placed at the normal collection point by 6am on the correct day. If you are not sure which day your bins are collected on, find your bin collection day
  • Access to your bin was clear – for example, if you have an assisted collection, your gate was unlocked
  • Your bin was correctly used and we did not leave a card saying why we did not empty your bin.
  • You tell us about the missed collection on time. You must report it between 3.30pm on your collection day and 3.30pm on the next working day

If you have checked all of the above and cannot wait for your next scheduled collection, report your missed bin online. 

  • Contact us by email to report a missed bin collection if you live in a block of flats
  • Do not use this form to report a missed commercial waste collection

Report a missed bin collection

If we accidentally miss your bin, report it and leave it out for collection. We will return to empty it within two working days. If you do not report it we will not be able to empty it until your next scheduled collection.

If you cannot find your address on the list in the form, phone us to report your missed bin collection.

  • If your collection day is Monday, report a missed bin between 3.30pm on Monday and 3.30pm on Tuesday. We’ll return to empty your bin by Wednesday evening
  • If your collection day is Tuesday, report a missed bin between 3.30pm on Tuesday and 3.30pm on Wednesday. We’ll return to empty your bin by Thursday evening
  • If your collection day is Wednesday, report a missed bin between 3.30pm on Wednesday and 3.30pm on Thursday. We’ll return to empty your bin by Friday evening
  • If your collection day is Thursday, report a missed bin between 3.30pm on Thursday and 3.30pm on Friday. We’ll return to empty your bin by Monday evening
  • If your collection day is Friday, report a missed bin between 3.30pm on Friday and 3.30pm on Monday. We’ll return to empty your bin by Tuesday evening
  • If your collection day is Saturday, report a missed bin between 3.30pm on Saturday and 3.30pm on Monday. We’ll return to empty your bin by Tuesday evening