My bin hasn't been emptied

Sometimes our crews are unable to complete the scheduled collections for the day. When this happens, we publish a list of the roads that have been impacted on our delayed collections webpage.

If your road is listed, it means that we are already aware that you haven't had a collection. Therefore, please do not& report a missed collection. Instead, continue to leave your bin out. We will empty it as soon as possible.

If your road is not on the delayed collections list, you are now able to complete an online form to report a bin that has not been emptied.

Missed collections must be reported to us within two working days of the original collection day.

Report a bin that has not been emptied

Before you access the online form, please check all the details below:

• you have the correct collection day and your bin was out by 6am - use our Find my nearest service, 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 have not been emptied
• your bin is at the correct collection point and has your house name or number clearly displayed on it
• 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 How to use your new recycling and waste service leaflet.

Contaminated bins

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 or tag 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 recycling centre: Suffolk Recycles - Recycling centres.

If you are unsure what goes into your recycling bins, please check Suffolk Recycles - Better Recycling.

You can purchase blue recycling sacks to be put out with your blue bin if you need to - see Damaged or missing bins and extra recycling sacks.

Top contaminants found in our recycling bins during April - June 2026

Blue bins

Green-lid bins

Food caddys

Brown bins

Overweight wheeled bins

Occasionally, a wheeled bin may be too heavy to be lifted by the machinery on the back of the council's collection vehicles, and health and safety dictates that it would be putting the refuse collectors at risk too. If your wheeled bin is too heavy on collection day, then it will not be emptied. You will need to remove the excess waste and take it to your local recycling centre: Suffolk Recycles - Recycling centres. Unfortunately, we cannot return to empty your bin until your next scheduled collection day.

Compacted waste

If waste is compacted in a bin, it will not always come out when placed on the lifting mechanism. The collection crews will try to empty the bin, but if a bag or materials are stuck at the bottom of a bin, they will be unable to fully empty the bin. Residents are requested to loosen the contents of the bin ready for their next collection.

Closed lids

Lids on our wheeled bins should be fully closed when the bins are presented for collection - this reduces the chance of spillage and the potential for injury to the collection operatives. If wheeled bins are presented with open lids or partially open or ajar, they may not be emptied.

Side waste

We will not be able to collect unauthorised side waste, with the exception of cardboard (which must be put out with your green lidded bin on the correct collection day and must be clean and dry) and any additional waste left by your blue bin which is in a West Suffolk Council issued sack. If you cannot wait until your next scheduled collection, you will need to take it to your local recycling centre: Suffolk Recycles - Recycling centres.

Road closures

We may have been unable to access bin(s) in your road due to a full or partial road closure. If this happens, the crews will aim to return within three working days and attempt to empty the bin(s).

Vehicle blocking access

If we are unable to gain access to a complete street due to a vehicle blocking our access, we will try again.

For tips to try and avoid frozen bins, and other information regarding waste collections during cold weather, please read Waste collections in colder weather.

Missed collections

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 recycling centre: Suffolk Recycles - Recycling centres.

Waste guide

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.

Reporting unemptied bins

• all unemptied bins can be reported from 4.15pm on the scheduled day of collection
• please be aware, however we do not return to empty blue bins (unless this was a road closure blocked access). Instead, we can send you blue sacks to help you manage your waste until the next scheduled collection day. Please contact customer service for these
• all unemptied bins must be reported within two working days after the original collection day. If reported after that time, we will not return to empty the bin.

If you have checked all the above and would like to report your bin as not emptied, please complete our online form: Report a bin that has not been emptied

If your bin has been marked as ‘not at the collection point’, this may mean the bin is not presented kerbside or at the agreed bin location, therefore, it will not be emptied. Please note, we will not return for a missed bin that has been marked as such. Please contact us to discuss this if you believe there to be a location issue.

If you believe we have mistakenly missed any of your bins and would like to request a return collection, please be aware that we will require evidence showing that the bin was at its designated collection point by 6am on the scheduled collection day.

If you need more help, please contact Customer Services.