Report a missed bin collection
Bin collections start from 7.30am and finish as late as 5pm. You can check your upcoming collections on our bin collection day checker.
If you are having trouble putting out your bin, you can request assisted collections and our crews will collect the bin from your property.
There are a number of reasons why we may not be able to collect your bin. If your bin is damaged, you should request a repair or replacement so we can empty it safely.
- put your bin out by 7.30am
- put your bin at the collection point or kerbside
- make sure your bin lid is closed
- make sure it's the correct bin
- put contaminated items in your bin
- overload the bin so it becomes too heavy
- leave side waste next to your bin
- put your bin out if it's damaged
If you believe our crew has missed your bin, you can report it to our waste team. You will need to answer some questions to see why the bin wasn't emptied.
Our team may check video footage from the bin lorry to verify your answers.
Only submit a report if your bin:
- was out by 7.30am
- was at the collection point
- did not include any contaminated items
- had its lid closed
You can't report your bin as missed until after 5pm on the day of collection. You then have up to two working days to submit a report.
Alternatively, you can call our customer service team on 0191 433 7000.
Once you have submitted a report, it will be passed to our waste team for investigation. They may check video footage from the bin lorry to see why the bin wasn't emptied.
We will let you know our decision once the investigation is finished.
If we are at fault, we will collect your bin as soon as possible. You should leave your bin at its usual collection point.
If it was not our fault, we will collect your bin on the next scheduled collection date. This is usually two weeks after the last collection date.
If we could not collect your bin because it was damaged, you can request we make a repair or you can order a replacement. This will depend on the extent of the damage.
You can find out more on the request a repair or replacement bin page.
If your bin has been lost or stolen, then you will need to order a replacement bin. There is a charge for replacing a lost bin.