Household waste collection policy 2026

There are occasions when a container may not get collected, due to crew error. For a missed collection to be returned to, it needs to be reported to the council. A missed collection must be reported within 1 working day of the scheduled collection. Online reporting will be accepted until 11:59pm the day after the collection. Missed collections can be logged on our website.

We will return to collect genuine reported misses within 2 working days after receiving the missed collection report. Any missed collections reported after this time will not be collected until the next scheduled collection day.

A missed collection will not be classed as genuine if:

• the container(s) were not out for collection before the collection crews arrive – all containers should be available for collection by 6:30am (06:30) on the day of collection. Unless otherwise stated (see policy 9)
• the container(s) were not at the correct collection point (see policy 10)
• in the case of Assisted Collection properties, access was not granted for example locked gates (see policy 18)
• in the case of communal collections there was no access to get to the containers for example locked gates (see policy 2)
• the container(s) were contaminated with the incorrect material (see policy 16)
• the container(s) were overweight (see policy 20)

The in-cab electronic system used by collection crews gives real time information to be recorded for properties that collections were not possible for. This information is available to the Waste Team, so they can provide detail to a resident regarding why a collection was not made.

During times of inclement cold weather waste can become frozen in containers. This can be a particular problem with garden waste in bins. When waste has become frozen in the bin, if the waste does not empty when lifted by the vehicle mechanism the bin will be left with the contents still in it.

The frozen bin will be reported by the collection crews. The resident is responsible for ensuring that the waste is loosened within the bin when presenting it the next scheduled collection day.

The council will not return to empty frozen bins before the next scheduled collection. This includes garden waste bins for which an annual fee has been paid.

Where a crew member cannot safely manoeuvre and position a bin onto the vehicle, or where the vehicle cannot lift the bin due to the weight of it, then it will be left un-emptied. This will be reported using the in-cab electronic system.

By law, all the vehicle bin lifts have a safe working weight limit which crews cannot override. As a guideline, the bin should be easily moved with one hand.

When collecting boxes, bags, and sacks the collection crews will assess the weight of them. If they are too heavy to carry safely to the vehicle, a sack is likely to split, or the collection crew cannot safely lift it into the vehicle it will not be collected.

Where any container is found to be too heavy, the householder will be required to remove sufficient material from it and dispose of it in a responsible manner.

Once sufficient weight has been removed, the box, bag or sack should be presented on the next scheduled collection date. We will not return to empty the container before the next scheduled collection date.

All collection crews are trained in manual handling and health and safety. If they feel a bin is unsafe to lift, their decision is final.

During severe weather we will continue to undertake the regular scheduled frequency of waste collection when it is deemed safe to do so. The decision on whether it is safe for a collection vehicles and collection crews to access a specific location/street must be determined locally by the driver of that vehicle. Among key factors that apply are:

• road conditions
• pavement conditions
• weather conditions
• access past parked cars
• risks to public and/or the crew

We will, where possible, try to return and collect missed containers. If significant disruption occurs, the council’s websites will be updated with information on access and which services are being prioritised. Priority will normally be given to the general waste services.

All our drivers are trained in making on-site risk assessments; they will always have the final say as to whether it is possible to access a road safely or whether frozen pavements are hazardous for collections.

Vehicles can weigh up to 32 tonnes, and the safety of our crews and the public will always be our priority.

Occasionally access cannot be gained to certain areas and streets. This may be due to:

• road works or closures
• poorly parked cars
• delivery vehicles
• building works
• overhanging branches

The collection crew will attempt a number of times to access a road. If they still cannot gain access, this will be reported to the council and this information will be reported on the website.

Where we have on three occasions attempted to gain access to area but were unable to do so we may make alternative arrangements to collect the waste. These may include (but not be limited to):

• asking residents to use their own bags, and present side waste on the next collection
• arrange the delivery of sacks to properties to enable households to have sufficient capacity to last until their next scheduled collection day
• requesting residents to bring waste to a different collection point