How to report missed bin collections in Croydon

If your rubbish or recycling bin was not collected in Croydon, you must report it online, by phone, or via the Love Clean Streets app within 2 working days of your scheduled collection day, starting from 10:00pm on the collection day. Bins must have been left out by 6:00am, correctly sorted, with lids closed, and at your property boundary. Once reported, the council or its contractor Veolia will normally return to collect the missed bins within the stated timeframe, unless the non-collection was due to an issue you control (contamination, blocked access, incorrect sorting).

What is a missed bin collection in Croydon and when does it count?

A missed bin collection in Croydon is when Veolia, the council’s waste contractor, does not empty your rubbish, recycling, or food waste bin on your scheduled day, despite the bin being properly presented. It only counts as a missed collection if you met the presentation rules and you report it within the allowed time window.

In Croydon, missed bin collections are defined by the London Borough of Croydon’s waste and recycling service conditions. A “missed collection” is not simply forgetfulness by the resident; it is a failure of the collector to empty a correctly presented bin. The council distinguishes between:

• Rubbish (general waste) collections
• Recycling collections
• Food waste collections (where applicable)

Each has its own collection day and rules, but the reporting process is the same. If the bin was not emptied and you followed the rules, you can report it as a missed collection.

The service applies to all residential properties in the borough, including houses, flats, and estates with communal bins. For communal collections, the same 2‑day reporting window applies, but the bin must have been left at the agreed communal point and not contaminated.

When can you report a missed bin collection in Croydon?

You can report a missed bin collection in Croydon after 6:00pm on your scheduled collection day and up to 2 working days after that day, starting from 10:00pm on the collection day. Reports made outside this window are not accepted and you must wait for the next collection or use a recycling centre.

The official time window for reporting is precisely defined:

• Start time: 10:00pm on the scheduled collection day
• End time: End of the second working day after the collection day

“Working days” mean Monday to Friday, excluding weekends and bank holidays. If your collection day is Friday, the 2‑day window runs until the end of Monday (assuming no bank holiday). If your collection day is Saturday, the window runs until the end of Tuesday.

You cannot report before 6:00pm on the collection day. This rule prevents premature reports where crews may still be working. The icon or option to report a missed collection on the council website and in My Account automatically disappears once the 2‑day window ends.

If you miss this window, you cannot force a special revisit. The council will instead expect you to:

• Leave the bin out for the next scheduled collection, or
• Take the waste to a household waste and recycling centre if space and access allow.

How do I report a missed rubbish bin collection in Croydon?

To report a missed rubbish bin collection in Croydon, go to the Croydon Council website, select “Report a rubbish collection problem,” enter your address, confirm the bin was out by 6:00am and correctly presented, and submit the report. You can also call 020 8726 6200 or use the Love Clean Streets app.

Croydon provides three main reporting routes, all of which are designed to feed directly into Veolia’s system:

1. Online via the council website
   • Visit: www.croydon.gov.uk
   • Navigate to Rubbish and recycling → Bins → Rubbish bins → Report a rubbish collection problem
   • Enter your address and select the missed bin
   • Confirm you met the presentation rules (out by 6:00am, lid closed, correct sorting)
   • Submit the report.news.croydon.gov+1
2. Via My Account
   • Log in to My Account at www.croydon.gov.uk/myaccount
   • Your address pulls up your bin collection schedule
   • Select the missed collection and report it
   • This method is integrated with Veolia and preferred for speed and automatic tracking.
3. Phone or app
   • Call the customer contact centre on 020 8726 6200, Monday to Friday, 9:00am–4:00pm
   • Use the Love Clean Streets app to submit a report with location, photo, and description
   • Email reporting (old addresses) is no longer accepted for missed bins.

The online and My Account routes are the fastest because they sync directly with Veolia’s field systems. Reports are usually processed quickly, and the contractor will return to collect the missed rubbish bin if the report is accepted.

How do I report a missed recycling bin collection in Croydon?

To report a missed recycling bin collection in Croydon, use the same online “Report a recycling collection problem” page on the Croydon Council website, or report via My Account, phone, or the Love Clean Streets app, ensuring the bin was out by 6:00am, correctly sorted, and not contaminated.

Croydon treats recycling missed collections separately from rubbish but uses the same systems:

• Go to the Recycling section on www.croydon.gov.uk
• Select Report a recycling collection problem
• Enter your address, choose the missed recycling bin, and confirm presentation rules
• Submit the report.

Recycling collections have stricter contamination rules. If the bin contains non-recyclable items, black bags, or unusable materials, Veolia may refuse to collect it. The council will mark the bin as “locked out” in My Account, and no revisit will occur until the issue is fixed.

If the recycling bin was correctly presented and not collected due to a contractor error, the council usually arranges a next working day revisit. This is faster than rubbish revisits, which often occur by the end of the following weekend.

How do I report a missed food waste bin collection in Croydon?

To report a missed food waste bin collection in Croydon, use the council’s online waste services page or My Account, select the missed food waste bin, confirm it was out by 6:00am and correctly sorted, and submit the report; the same 2‑working‑day window applies.

Croydon provides food waste collections in many areas, typically using small caddies or bins. The rules mirror rubbish and recycling:

• Bin must be out by 6:00am
• Lid must be closed
• Contents must be food waste only (no general waste, plastics, or liquids)
• Report within 2 working days, starting from 10:00pm on the collection day.bincollectionguide+1

Use the same online reporting route as for rubbish and recycling:

• Visit the Waste and recycling section on the Croydon website
• Select the option to report a missed food waste collection
• Enter your address and bin details
• Submit the report.

If the food waste bin is rejected due to contamination, the council will record this in My Account and will not return until the next scheduled collection. You must remove the non-food items and present the bin correctly again.

What conditions must be met before I report a missed collection?

Before you report a missed collection in Croydon, your bin must have been out by 6:00am, at your property boundary or agreed communal point, with the lid closed, correctly sorted, and not contaminated. If any of these conditions are not met, the council will not return and you must correct the issue before the next collection.

Croydon’s waste service has clear presentation rules. Veolia will not collect a bin if:

• It was not out by 6:00am
• It was not at the property boundary or agreed communal point
• The lid was not closed
• The bin contained incorrect materials (e.g., general waste in recycling, black bags in recycling)
• The bin was contaminated or blocked access (e.g., cars parked in front)

These rules are enforced to keep collection crews efficient and safe. If Veolia refuses collection due to these issues, your bin will be marked as “not presented” or “contaminated” in My Account, and no revisit will be arranged.

For communal bins on estates, the same rules apply but at the communal point. If one resident contaminates a communal bin, the whole bin may be refused, affecting all users. Residents are expected to sort waste correctly and avoid black bags in recycling.

If you are unsure whether your bin met the rules, check the collection day guidance on the Croydon website before reporting. The council provides detailed lists of what goes in each bin type.

What happens after I report a missed bin collection in Croydon?

After you report a missed bin collection in Croydon, Veolia reviews the report and, if accepted, returns to collect the missed bin within the agreed timeframe: rubbish by the end of the following weekend, recycling by the next working day if it was the council’s error. You must leave the bin out for the revisit.

The process after reporting is:

1. Report received
   • The online system or My Account forwards the report to Veolia
   • Your bin status may update in My Account as “reported” or “revisit scheduled”.news.croydon.gov+1
2. Revisit arranged
   • For rubbish: Veolia normally returns by the end of the following weekend
   • For recycling: If the non-collection was due to a contractor error, the council usually arranges a next working day revisit
   • For food waste: Similar timelines apply, depending on local arrangements.
3. Collection performed
   • Veolia crews collect the missed bin on the revisit day
   • You must leave the bin out in the same position as before
   • If access is blocked on the revisit day, the bin will not be collected and you must wait for the next scheduled collection.

If the report is rejected (e.g., bin was contaminated or not presented correctly), My Account will show the reason and no revisit will occur. You must correct the issue and wait for the next scheduled collection.

Why might my bin collection be missed in Croydon?

Your bin collection in Croydon might be missed due to contractor errors, blocked access, contaminated bins, incorrect sorting, or local disruptions such as roadworks or weather. The council will not return if the bin was incorrectly presented or if access was blocked.

Common reasons for missed collections include:

• Contractor error: Veolia crews may skip a bin due to staffing issues, vehicle problems, or route errors. This is the main reason for valid missed collection reports.
• Blocked access: Cars, vans, or obstacles preventing the crew from reaching the bin.
• Contamination: Non-recyclable items in recycling bins, black bags in recycling, or general waste in food waste caddies.
• Incorrect sorting: Putting items in the wrong bin type (e.g., glass in general waste instead of recycling).
• Local disruptions: Roadworks, events, or extreme weather slowing or diverting crews.

Croydon updates its website daily during disruptions, listing affected areas and revised collection dates. If your area is affected, you do not need to report a missed collection unless the new date passes and the bin is still not collected.

If Veolia refuses collection due to contamination or incorrect sorting, the council will not return until the next scheduled day. You must remove the wrong items and present the bin correctly again.

How can I check my bin collection day before reporting a missed collection?

Before reporting a missed collection in Croydon, check your bin collection day on the Croydon Council website or via My Account, where you can view your schedule, download a calendar, and confirm which bin was due. Reporting is only valid if you know the correct day and bin type.

Croydon provides free collection day lookup tools:

• Visit the Waste and recycling section on www.croydon.gov.uk
• Use the check your bin collection days feature
• Enter your address to see your schedule
• Download a bin collection calendar for your area.

Alternatively, log in to My Account:

• Your address shows your exact collection rota
• You see last and next collection dates for each bin
• You can track missed collection reports and revisit dates.

Knowing your collection day is essential because:

• You cannot report before 6:00pm on the correct day
• The 2‑day reporting window is calculated from your specific collection day
• You must report the correct bin type (rubbish, recycling, or food waste).

If you are unsure of your day, check the calendar before leaving bins out. This avoids confusion and valid reports only for actual missed collections.

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What should I do if my bin is not collected after I report it?

If your bin is not collected after you report it in Croydon, first check My Account or the council website to confirm the revisit date and whether your area is affected by disruptions; if the revisit date has passed and the bin remains uncollected, contact the customer contact centre or re-submit the report online.

Steps to take:

1. Check updates
   • Log in to My Account or visit the Croydon website
   • Look for revised collection dates or area-wide disruptions
   • Confirm whether a revisit was scheduled and its date.croydonconservatives+1
2. Ensure the bin is out
   • Leave the bin out at the same position and time as before
   • Keep the lid closed and ensure access is not blocked
   • If access is blocked on the revisit day, the crew will not collect it.
3. Contact the council if needed
   • If the revisit date has passed and the bin is still not collected
   • Call 020 8726 6200 (Monday to Friday, 9:00am–4:00pm)
   • Or re-submit the report online if the system still allows it
   • The council may arrange a new revisit or investigate further.

In cases of repeated missed collections, you can contact your ward councillors to raise the issue. Councillors can request the council to investigate service performance in your area and push for improvements.

How do I contact Croydon Council about waste and recycling issues?

You can contact Croydon Council about waste and recycling issues via the customer contact centre on 020 8726 6200, Monday to Friday, 9:00am–4:00pm, or online through the council website and My Account, and for specific issues like fly-tipping via the dedicated hotline and email.

Main contact options:

• Customer contact centre
  • Phone: 020 8726 6200
  • Hours: Monday to Friday, 9:00am–4:00pm
  • Covers: missed bins, recycling issues, potholes, general environmental problems.
• Online reporting
  • www.croydon.gov.uk/doitonline/report-it
  • Covers: missed collections, fly-tipping, graffiti, street cleaning issues
  • You can track progress of reports if you use My Account.
• Fly-tipping hotline
  • Phone: 020 8604 7000 (option 2 for fly-tipping)
  • Email: flytip@croydon.gov.uk
  • Used for illegal waste dumping, not for missed bin collections.
• My Account
  • www.croydon.gov.uk/myaccount
  • Allows you to: check collection days, report missed bins, request assisted collections, and track report progress.

For persistent issues, you can also contact your ward councillors via email (e.g., addiscombe.west@croydonlabour.org.uk) to escalate concerns and request investigations into local waste service performance.

What assistance is available if I cannot put my bin out myself?

If you cannot put your bin out yourself in Croydon, you can request an assisted bin collection through the council’s online waste services or My Account, which arranges a crew to collect your bin on your behalf, subject to eligibility and availability.

Croydon offers assisted bin collections for residents who:

• Have mobility issues
• Are elderly or disabled
• Cannot physically move bins to the property boundary

To request assisted collection:

• Use the council website’s Waste and recycling section
• Select Request assisted bin collection
• Or log in to My Account and follow the assisted collection request form
• Provide details of your needs and address.

The council assesses requests and arranges a crew to collect your bin on your scheduled day. This service is separate from missed collection reports and must be booked in advance. It ensures that residents who cannot present bins themselves still receive regular waste and recycling collection.

Assisted collections do not replace the need to follow presentation rules once the crew arrives (e.g., correct sorting, no contamination). If the bin is contaminated, the crew may still refuse it.

What are the consequences of missing the 2‑day reporting window for missed bins?

If you miss the 2‑day reporting window for missed bins in Croydon, the council will not arrange a special revisit; you must wait for your next scheduled collection or take the waste to a household waste and recycling centre, and any further complaints will be treated as general service issues rather than missed collection cases.

The 2‑day window is strict:

• Reports outside this window are not accepted in the online system
• The “report missed collection” icon disappears after the deadline
• Veolia will not schedule a revisit for out-of-window reports.

In such cases, you have two options:

1. Wait for the next scheduled collection
   • Leave the bin out on your next collection day
   • Ensure it meets all presentation rules to avoid refusal
2. Use a household waste and recycling centre
   • Transport the waste to a council-run facility
   • Check the centre’s accepted materials and opening times on the Croydon website

Repeated missed collections reported out of window may be logged as general service concerns, but they will not trigger automatic revisit promises. Persistent issues should be raised with ward councillors for investigation.