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Missed collections

On Sunday September 20 between 4.30-6.30am customers may experience online payment disruptions due to essential maintenance taking place. We apologise for any inconvenience caused.

Our Customer Service Centre on Southfield Road is now open for essential enquiries by appointment only. Please be aware that it is mandatory for face coverings to be worn on the premises. More information, including how to make an appointment, can be found in this news story.

Unfortunately, on some occasions items may not be collected.

This could be for a number of reasons. Before reporting missed items to us please check your collection day, and whether or not your items are included in the categories below.

If missed items are not reported within two working days, they will not be collected until either the next scheduled collection date or when a new collection is booked.

Check your bin collection day

Your items may have been missed for one of the following reasons. The council will not return for items where:

  • The item was too heavy
  • The item was contaminated
  • Our crew could not access the items
  • The items were not out on time (by 6am)

If your items were missed, and it wasn't due to one of the reasons above, you can let us know by using the online form below.

Please do not report a missed collection until after 5pm on the day of collection. This will give our contractor time to complete all of their routes.

Report a missed collection

If you have any questions or queries, please read our frequently asked questions webpage. You can also contact our Environmental Services team on 01509 634563.

Report an unreturned bin

Please use the form below if your bin has been emptied but has not been returned to its collection point.

Report an returned bin

Please note: The contractors will be informed ready for the next collection but they will not normally return before then unless specifically asked to do so / there is a good reason i.e. it is blocking access and the household is unable to move.

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