My bin hasn't been emptied
|Bin collections continue to be impacted by COVID-19 staff absence. Our staff are working hard to maintain our usual services.|
Make sure you put your bin out for collection in good time - see When are my bins emptied?
If your bin has not been emptied, double check that:
- you have the correct collection day - use our postcode lookup, enter your postcode into the Search for a location box and select your address. Your bin collection information will be displayed.
- the collection day has not changed because of a public holiday
- other bins in your street haven't been emptied
- the right waste has been put in the right colour bin - a sticker or notice with instructions of what to do will be left on your bin if the wrong waste has been put in. For more information see our Together we can get our recycling right leaflet.
Reporting unemptied bins
If you have checked the above and your bin was out correctly, then please contact customer services to report your bin as not emptied.
- Unemptied black bins can be reported from 3pm on the scheduled day of collection.
- Unemptied brown bins can be reported from 4:15pm on the scheduled day of collection.
- All unemptied black and brown bins must be reported within two working days after the original collection day. If reported after that time, the crews will not return to empty the bin.
To make a report, please provide:
- your full address and a phone number in case we need to contact you for additional information or to respond to your report
- where your bin stands to be emptied, for example kerbside at your property, or in a specific collection point along with other peoples bins
- time and day the bin was put out for emptying
- have other same-colour bins been emptied in your road?
We will return to empty black or brown bins if reported in accordance with the above guidance.
If your bin is put out for collection containing wrong items, it will not be emptied. This is to prevent the whole vehicle load being contaminated, which may result in it being rejected for recycling.
Our crews regularly check the recycling bins to make sure they are free from non-recyclable items before they empty it. If the bin contains wrong items, it will not be emptied and the crew will leave a sticker on the bin informing you of the incorrect items. Residents must remove the wrong items and dispose of them correctly. We will then be able to empty your bin on the next scheduled collection date.
We do not return to empty bins that have been reported as contaminated. If this means you cannot wait until your next scheduled collection, you will need to take waste to your local household waste recycling centre.
If you are unsure what goes into your blue recycling bin, please check our Together we can get our recycling right leaflet.
You can purchase blue recycling sacks to be put out with your blue bin if you need to - see Missing bins, recycling sacks and larger bins.
We will not be able to collect unauthorised side waste (any additional waste left by your bin which is not in a sack with the West Suffolk logo). If you cannot wait until your next scheduled collection, you will need to take it to your local household waste recycling centre.
We may have been unable to access bins in your road due to a road closure. The crews will return at a later time to try again to empty the bins.
Vehicle blocking access
We realise it may not be your fault that we were unable to gain access to your bin on collection day. We will empty your bin on the next scheduled collection day if the access is clear, so would appreciate any assistance you can give us.
For tips to try and avoid frozen bins, and other information regarding waste collections during cold weather, please read Waste collections in colder weather.
If you have missed a collection and need to dispose of your waste prior to your next scheduled collection, you will need to take waste to your local household waste recycling centre.
The waste guide has been created for residents who would like a concise document about how to deal with unwanted items that are no longer needed. It includes information about recycling, general waste bins, bring banks, recycling centres, bulky waste collection service, waste reduction.