Update 16/08/2021 - We are continuing to experience difficulties carrying out collections due to driver shortages. Please see our service updates for further information.
If your bin hasn't been collected by 4pm on your collection day, please contact us. You must report it within 48 hours in order for us to arrange a return. We will not return if it is reported outside of this time - it will be collected as usual on your next scheduled collection.
Reasons for a missed collection
There may be a reason your bin hasn't been collected. If any of the following apply, then you will have to wait until your next scheduled collection and your bin/box will only be collected providing the problem has been corrected:
Check that your bin is out on the correct day. Enter your postcode
to search for your collection day.
We will not collect your green or brown bin if they are contaminated, i.e. if they contain any incorrect items. A card will be left on your bin if this is the reason with the offending item highlighted.
Collection from property boundary
We will not collect bins/boxes unless they are placed on the boundary of the property or an agreed collection point by 6am. They will be returned to the boundary/agreed location once emptied.
Collection of Hertsmere containers
We will not collect bins/boxes other than those provided by us.
We will not empty a bin if it is overloaded. That is, if it is too heavy, causing a hazard to the crew or if there is a risk of spillage. Overloading and frozen contents can also result in a bin being part-emptied. We will return to collect these on the next scheduled collection providing the householder has removed the load or blockage.
We can only collect the bins scheduled for collection on a particular week. See the collection calendar (pdf.80kb) to check the week.
We will not collect any extra bags of refuse or recycling. However garden waste sacks are available for recycling extra garden waste alongside your green bin.
Any extra recycling or general waste can be taken to the local Recycling Centre.
Frozen bin lids and contents
We will attempt to empty all bins during adverse weather conditions, however if your bin lid is frozen or if the contents of your bin do not empty on the automatic lift on our vehicles we will be unable to return to collect until your next scheduled collection.
For more collection details please read our Service Rules (pdf.213Kb).
How to report a missed bin
If your bin has been missed and none of the above applies to your collection, please call us on 020 8207 7480, email firstname.lastname@example.org or
You will receive a confirmation email and we will contact you within two working days.