I had some extra refuse alongside my bin, why has it not been collected?
It is not Council policy to take excess waste.
You can dispose of this at the Household Waste Recycling Centres.
Why has my wheelie bin not been emptied?
Is it the normal collection day and not a holiday?
What time did you put your bin out - if this was after 7:30am it may have been out too late.
Was there anything heavy in it? - if so, it may have been too heavy to lift and you will need to take it out. If not - we can contact the crew and if they have not reported any problems, your bin will be emptied by the end of the following day (including Saturday).
Was the bin lid raised? - if so, the crew cannot collect this bin due to health and safety reasons.
Was the bin contaminated? - if you put items which we are not able to compost in your green wheeled bin, then unfortunately the crew are not able to empty it. It would contaminate the whole load of green waste we have collected and the composting facility would reject it and send it to be buried in landfill. This is why it is very important that you put the correct types of rubbish in each of the containers.
Can I have a replacement wheelie bin?
Yes, if yours has been damaged or stolen?
Yes, if we cannot repair the bin, it may just need a new lid or wheels.
If it has been stolen we can deliver a new one.
Please contact Customer Services on the number at the top of this web page or by completing the online enquiry form.
What happens if I am not physically able to take my bin to the kerb side?
If there is no one in your household who is able to take the wheeled bin to the boundary of your property then you may qualify for an Assisted Pull Out service.
This means the crew will collect and return your wheeled bin from your property. This assistance would only be granted if there was no other able bodied person available to regularly take the bin to the boundary of your property.
A temporary assistance service may also be available to cover short-term incapacity.
Please contact Customer Services on the number at the top of this web page or by completing the online enquiry form.
Will my bin be emptied on a bank holiday?
Your bin will not be emptied on the actual bank holiday but will be collected on an alternative day.
Each year you will be given a leaflet showing details of the changes to collections at bank holiday times.
You can view the bank holiday arrangements for this year on this website or alternatively contact Customer Services on 01302 736000.
What happens if I move to a newly built house?
Contact Customer Services once you know when you will be moving into your new house.
We will not deliver a wheeled bin to an empty property. You will be contacted and an appointment will be made for the delivery of your bin.
What happens if I move and there is no wheeled bin?
Contact Customer Services on the number at the top of this page.
We will not deliver a wheeled bin to an empty property. You will be contacted and an appointment will be made for the delivery of your bin.
What do I need to do to get my bin emptied?
On your collection day you will need to wheel your bin to the boundary of your property.
Collection rounds start at 7.30am. So you are advised to put your bin out before then. This will ensure that you receive a collection.
It is your responsibility to return your bin to its' usual storage place on your own property.
Online Enquiry Forms
Please use this online enquiry form to request information or services concerning domestic waste.
e-forms: Domestic Waste Enquiry Form
Feedback
If you have any comments, compliments or complaints regarding domestic waste or any other service provided by the Resource Recovery team then please record them using this online form.
e-form: Resource Recovery Customer Feedback Form
