Dealing with ongoing collection issues

Dealing with ongoing collection issues

18 June, 2020

We are aware of some ongoing issues with collections, especially with garden waste services. Although affecting a relatively small number of people, we understand how frustrating these issues are and apologise for the inconvenience.

We are been working hard to get performance back to where it should be and things are improving. Much of the problem is linked to a move from one IT system to another at the start of a new contract, coinciding with the COVID-19 disruption, which has made things harder to put right.

Please continue to do as normal – put your garden waste, rubbish and recycling out on the day you have been advised. If there is a missed collection, then please report it via My Account at or through your district council.

We will return to pick up your missed collection within two working days if reported within three working days.

We are also receiving many more emails, calls and online requests than usual and our response times have been longer than they should be. Things are getting better and we would ask you to please bear with us.

If you have logged an issue and it has not yet been addressed, please resubmit it and we will get back to as soon as possible.

While we are still working our way through a significant number of requests for new or replacement containers (due to both exceptional demand and as a result of the service suspension) we have significantly more crews out delivering these and we will get orders out as soon as possible.

There is no need to resubmit your request as we are working through these.

Thank you for your patience.