Frequently asked questions for the new customer portal.
2025
We operate an alternate weekly kerbside recycling and rubbish collection service from wheeled bins. This means that rubbish is collected one week and recycling the next.
You can find your bin collection day by checking your online calendar. Please enter your postcode and your calendar will be displayed under 'waste and recycling'.
We also operate a fortnightly garden waste collection service.
Please ensure your bin is out, lid flat and closed, ready for collection by 7am on your day of collection.
You can now log a missed bin collection yourself using the new customer portal.
You need to report a missed bin by 4pm the following working day of your scheduled collection.
To report a missed bin, you will need to select the scheduled collection that has been missed within the portal calendar. If the status of the collection is ‘closed-complete’ and no problem has been logged by the crew, you can log a missed bin. Please select ‘problem issue’ and then ‘bin not emptied’. Once confirmed you will be advised that the missed bin has been reported. Please leave your bin presented at the kerbside of your property and the crew will aim to return within two working days.
If the status of the collection shows as ‘not started’ your collection hasn’t yet been attempted and therefore you are not able to log a missed bin. Please check the status of the collection again later. If your collection has been rescheduled due to unforeseen circumstances this will be reflected within the portal collection calendar to show your new scheduled collection day.
If the crew has attempted to empty your bin but were unable to, the message shown under ‘problem with your collection’ will advise you of this. This will mean you are unable to report a missed bin.
Please note, if your bin has been tagged as being too heavy or contaminated, we will not return. Also, if your bin is not placed on the boundary of your property by 7am it will not be collected, and we will not return until your next scheduled collection.
If you attempt to report a missed bin after 4pm the following working day a message will appear under ‘problem with your collection’, advising you that it is too late to report a missed bin. If you do not report a missed collection to us within the above timeframes, we will not return until your next scheduled collection
If your bin is not collected on the revised collection day, please ensure you complete our contact us form or call 023 9244 6019 within 24 hours. If the entire street was missed, your revised collection day will be the next working day. If it is an individual missed bin, the crew will return within two working days.
You can book an appointment at your local household waste and recycling centre to dispose of your waste.
The crew will not return until your next scheduled collection date.
Any excess rubbish left alongside the bin or on top will not be collected and will have to wait until the next scheduled rubbish collection.
In the meantime, you could book an appointment at your local household waste and recycling centre to dispose of your waste.
If you have a larger family living permanently at the property, then you may be eligible for an additional bin.
We will collect excess recycling which can be left in clear plastic sacks or a cardboard box next to your bin. Please ensure excess recycling is clean and dry.
This service is granted to households that need help moving their bins; putting them out and taking them back in after they are emptied. Each application is individually assessed.
You can request this service either by completing our contact us form or call 023 9244 6019.
We carry out reviews every two years as circumstances do change and not everyone requires this additional service to continue on a long-term basis.
We will reassess your circumstances and let you know if you still meet the criteria for the service or not. If you don’t, then we will make arrangements to stop the service for your household. Your bin should be placed at the edge of your property by 7am on your collection day. If, however, you still feel you need an assisted bin collection and can supply further information to support your application, then we will be happy to review our decision. Please contact the customer services team on 023 9244 6019.
You can let us know either by completing our contact us form or call 023 9244 6019.
If you no longer wish to receive this service, please let us know. You can let us know either by completing our contact us form or call 023 9244 6019.
Our environmental services (waste, recycling, street cleaning, public conveniences and grounds maintenance) are delivered by Norse South East.
Most of the non-recyclable waste collected from homes in Hampshire is taken to one of three Energy Recovery Facilities located in Marchwood, Chineham and Portsmouth. Find out more about where your waste goes.
It’s important to make sure you are putting the right things in your bin. To see a list of what you can and can't put in your black refuse bin, go to our refuse collections webpage.