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:

Collection day

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

Bins/boxes need to be placed on the boundary or agreed collection point of the property by 6am on the scheduled collection day. Bins should easily visible to the collection crew and side by side (not one behind the other). They should be within an arm’s reach of the public footpath where the driveway meets the public footpath. They will be returned to the boundary or agreed collection point once emptied.

Collection of Hertsmere containers

We will not collect bins/boxes other than those provided by us.

Part-emptied/overloaded bins

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.

Wrong bin

We can only collect the bins scheduled for collection on a particular week. See the collection calendar (pdf.80kb) to check the week.

Excess waste

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.335Kb).

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 customer.services@hertsmere.gov.uk or

You will receive a confirmation email and we will contact you within two working days.