Waste and Recycling Complaints
Do you need to report an issue about our Waste and Recycling services? You will need to use our Waste and Recycling report it form if you want to tell us about a problem.
Our collection crews may still be out working until the end of the day.
Please make sure that:
- you leave your bin out before 6.30am on the day of collection
- you leave your bin in the right place for collection
- your bin isn't too heavy
- the lid on your bin is fully closed
- there were no bin bags or extra rubbish next to your bin
- make sure the correct items are placed in the different bins/ recycling containers.
Your collection may have been missed due to delays beyond our control such as roadworks or parked cars blocking our access. In these instances, your collection will most likely fall onto the next day.
If your brown or green bin has been missed and it is deemed to be our fault we will return asap. For recycling collections we will empty a week later on your next scheduled collection.
Please note missed collections cannot be reported on the scheduled day of collection - for example: - if your collection is due on Monday and has been missed, you may only report the incident on Tuesday
Providing Feedback
Your views are important to us. If you would like to make a comment or suggestion about the services we deliver we would like to hear from you. Please complete our feedback form below.
Provide feedback about waste and recycling
What is not a complaint?
Effective complaint handling enables individuals to be heard and understood. The starting point for this is a shared understanding of what constitutes a service request and what constitutes a complaint. In most cases organisations should be able to put things right through normal service delivery processes.
A service request may be defined as: "a request that the organisation provides or improves a service, fixes a problem or reconsiders a decision".
This provides organisations with opportunities to resolve matters to an individual's satisfaction before they become a complaint.
There are certain occasions that we would not consider your complaint. These include:
- the first-time you make a request for service (such as removal of fly-tipping, missed waste collection)
- a request for information or an explanation of council policy (such as why the council tax is set at a certain level)
- disagreement with a council policy decision
There are some occasions when a complaint is not dealt with under this policy. This includes when there is a separate appeal or review procedure. This may be an internal council procedure or external legal process through the courts. If this is the case, we will explain this when you first contact us. We will tell you what to do next.
Making a complaint
Formal complaints about our services will only be investigated if you have already reported your issue to the correct service area for a resolution. We may reject your complaint if there is no evidence that you have already done this.
A complaint may be defined as:
'an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual or group of individuals.'
We always aim to deliver the best possible service to ensure things run smoothly but sometimes we get things wrong and may fail to meet your expectations. If you have already reported your issue to the correct service area for resolution and still remain dissatisfied, you can make a complaint to our dedicated complaints team.
Contact us using our online Complaints Form
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