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COVID-19: latest update on how our services are affected and the support available

Missed bin charge FAQ

Frequently asked questions on the forthcoming missed bin charge.

Why has the charge been introduced?

The charge has been introduced to encourage all householders to separate their waste in accordance with our Household Waste Recycling Service, to reduce contamination and to improve the quality of the recycling that we collect. It will also help to reduce the number of return visits where bins are not put on time on their collection day.

How much will I be charged?

You will be charged £25 if you ask us to return to collect wheeled bins that were not put out on time on their scheduled collection date or were contaminated. Where residents request a bin uplift prior to their next scheduled collection date, a charge of £25 for each different colour of bin, per week will apply. We will only service bins issued by us.

What happens if I put out the wrong coloured bin?

If you put out the wrong coloured bin, we will not be able to collect it. If you do make a mistake, you can contact us to arrange for us to return to collect the correct bin, however this will incur the charge of £25. View your bin collection calendar online or download our SAC MyBin app from Google Play Store or Apple App Store. You can set up weekly reminders for the day before collection - this will also tell you what colour of bin(s) is due for collection that week. Alternatively, you can contact Customer Services on 0300 123 0900 to request a hardcopy calendar.

Will I be charged if my bin has the wrong materials in it?

If you put the wrong materials in your wheeled bin, we will not be able to collect it. If your bin contains the wrong materials, you will need to remove these and you can then contact us if you would like us to return to collect the correct bin, however this will incur the charge of £25. View what goes in your bins for useful information regarding what can and can't go in each bin.

What is contamination?

Contamination happens when the wrong materials are placed in the wrong bin. Our biggest contaminant is plastic/black bags. All items must be placed loosely in all our recycling bins. Contaminated loads results in poor quality recycling and higher processing fees. View what goes in your bins for useful information regarding what can and can't go in each bin.

How can I arrange collection of my wheeled bin?

Report a missed bin collection

or contact Customer Services on 0300 123 0900.

What happens if my assisted collection/permit is missed?

If we fail to collect your bin, report a missed bin collection selecting assisted collection/permit and we will return to collect your bin within 7-10 days. You will only be charged if we cannot fulfil your assisted collection if you have not given us access, for example your gate is locked, or there is a dog in your garden.

Will I be charged if the collection crew cannot access the area through no fault of my own?

No, if your wheeled bin cannot be accessed due to factors out-with your control, for example maintenance works or bad weather, we will return to service the bins that have been missed.

I put my bin out for collection and the collection crew did not service it, will I be charged?

No, any missed collections will be investigated by our Waste Awareness Team and a return to service will be arranged if appropriate. Investigations may involve downloading footage from our Refuse Collection vehicles. General Waste and Glass are serviced during the morning shift - Please present these bins by 6:00am on collection day. Mixed Recycling and Cardboard are serviced during the afternoon shift. Please present these bins by 1:00pm. Food Waste and Garden Waste are serviced on both shifts and collection times will vary each week. Please present these bins by 6:00am on collection day. During the Festive period please present any bins for collection by 6:00am on collection day as collection times will vary during this period.

Will my bin be serviced over the festive period?

Festive collections may vary, please check our website or SAC MyBins App where further information will be made available nearer the time. The charges will apply as above during the festive period. Please note, all bins must be put out by 6am over the festive period as collection times will vary.

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