Why has my recycling and rubbish not been collected?

We ask residents to put their bins, bags, and boxes out for collection  in the right place - at the front boundary, near the entrance of your property - before 7am on the morning of their collection day.

Our crews can not return to collect bins that were not put out correctly. Their bin lorries have cameras which can verify exactly what time they visited your property and where the bins were when they arrived.

These rules have been in place since our new Environmental Services contract began in April 2017. 

Find out more about our environment service priorities and contract documents



Where should I put my bins, bags, boxes and caddy for collection?

Your bins, bags, boxes and food waste caddies need to be out by 7am on the day of collection and: 

  • at the front boundary of your property, within one metre of the entrance to your property (for example, the gate to your front garden) from the pavement.  If you don’t have space, or a front garden then you can put your recycling and rubbish on the pavement in front of your house. However you must not block the pathway for pedestrians or wheelchair users, and you must bring your containers  back inside within 24 hours of collection
  • next to each other. Please do not spread your containers across your front garden or the pavement as they may get missed
  • at street level and visible from the road. Our crews cannot take bins from basements, or up/down steps

Veolia can provide extra help for residents who struggle putting their recycling or rubbish out for collection

To discuss the extra help that may be available please email uk.occamden@veolia.com or call 020 3567 8105.