Frequently asked questions

We understand that your recycling and rubbish collections are important to you.  We want to provide you with great customer service and are always keen to get feedback.  If we do get it wrong, then please let us know.

Please visit our feedback page or contact Council Connect on 01225 394041.

There are some questions our residents frequently contact us about so please check here first to see if we can answer your query.  If not, please visit our rubbish and recycling webpages or call Council Connect on 01225 394041.

Recycling

How can I order a recycling container?

You can order recycling containers online.

When will my container be delivered?

Your recycling container should usually be delivered within 10 working days.  If you have not received it after 10 days please report it to Council Connect on 01225 394041, quoting the reference number of your original order.

Are the recycling containers delivered by recycling crews on collection day?

No, we have a dedicated van and driver assigned to deliver all recycling containers. 

Why has my recycling been missed?

We define a missed recycling collection as where we have failed to collect on your correct collection day and where:

  1. Your items put out for recycling are in a suitable box or container (such as our free green box, blue bag or food waste bin).
  2. Your recycling was put out by 7am on the day of the collection.
  3. Your recycling was on the front edge of the property or an assisted collection had been arranged.

If the above applies we are sorry that your recycling collection has been missed.

How to report a missed recycling collection

  • Sometimes your collection may take place at a different time to usual. So if it is before 3pm on your day of collection, please check that your neighbours recycling has been collected before reporting to us.
  • Please report your missed recycling collection by 5.30pm on the following working day after your collection was due.  If you do not report it by this time we will not return until your next scheduled collection.  Please report any missed collections to us by completing our Report it form.

Whole street missed?

If your whole street has been missed please check our notifications page to see if we are aware of the problem.  If your street is not on our list for today please report it to us by completing a Report it form.

Rubbish collections

How often is my rubbish collected?

We collect rubbish weekly. It must be presented on the kerbside by 7am on your collection day.

My rubbish has been missed, will you return for it?

We do not return for missed rubbish collections unless you are registered for an assisted collection.  Please ensure your rubbish is available by 7am at the kerbside on your next scheduled collection day.

Please ensure your waste is presented in black sacks, re-useable rubbish bag, or a dustbin only.

How to report a missed collection?

If you have an assisted collection arranged and it has been missed then please complete a Report it form to let us know your collection has been missed. 

If you do not have an assisted collection but would like to notify us that you have been missed so we can improve our service over time please complete a Report it form to let us know the collection has been missed.  We can use this information to improve our service and we will ensure the team are aware that they will have double the collection on the next scheduled collection day.  Please note we will not return for this or provide feedback.

Whole street missed?

If your whole street has been missed please check our notifications page to see if we are aware of the problem.  If your street is not on our list for today please report it to us by completing our Report it form.

Clinical waste

How do I book a clinical waste collection?

Please call Council Connect on 01225 394041 and arrange a free collection with a customer service adviser.

How to report a missed clinical waste collection

We define a missed clinical waste collection as where we have failed to collect on your correct collection day and where:

  1. Your clinical waste was out by 7am on the day of the collection.
  2. You put it out in a sharps' box or yellow clinical waste bag that was not overfilled or split.
  3. Your bag was on the front edge of the property or an assisted collection had been arranged.

Due to restrictions regarding the storage of clinical waste, we are unable to return for missed clinical waste collections.

Please use our Report it form to let us know your collection has been missed or call Council Connect on 01225 394041.  Council Connect will then re-book a recollection for the next scheduled collection day.

We can use this information to improve the service over time and we will ensure the team are aware that they will have double the collection on the next scheduled collection day.

Garden waste

How do I sign up for the garden waste service?

Please call Council Connect on 01225 394041 to arrange your service and take payment.  Please have your payment card details ready when you call.

I’ve signed up for a garden waste collection, when will my bin be delivered?

Please allow 28 days for delivery.  But if we have not met our expected delivery time please let us know by calling Council Connect on 01225 394041, quoting the reference number of your original order.

My garden waste collection was missed

We define a missed garden waste collection as where we have not collected on the correct collection day and where:

  1. Your garden waste was out by 7am on the day of the collection.
  2. Your garden waste was in a Council wheeled bin or prepaid Council sack that was not overfilled or split.
  3. Your garden waste was presented on the front edge of the property or you have an assisted collection arranged.

How to report a missed garden waste collection

Missed garden waste collections must be reported by 5:30pm on the working day following the date the collection was due.  If you have been able to report it by this time then we will return for the garden waste within 5 working days.  If you have not been able to report it by this time please let us know anyway as we can use this information to improve the service over time. Please report any missed collections to us by completing our Report it form.

Whole street missed?

If your whole street has been missed please check our notifications page to see if we are aware of the problem.  If your street is not on our list for today please report it to us by completing our Report it form.

Please leave your bin at the kerbside to allow us to return to collect within 5 working days.

When will my garden waste renewal letter arrive?

We send out garden waste renewal letters in April.  If your letter does not arrive by the beginning of May please contact us.  Call Council Connect on 01225 394041 or email councilconnect@bathnes.gov.uk

I have paid for the renewal of my garden waste service for this year but my sticker has not arrived?

Please allow three weeks from when we receive your payment.  If your sticker has not arrived after three weeks please call Council Connect on 01225 394041.

Forgotten to pay for your renewal of the garden waste service?

Please contact Council Connect on 01225 394041 to arrange payment so please have your payment card details ready when you call.  We will not be able to guarantee your sticker will arrive before your next collection day.  Collection will not take place until you have a valid sticker displayed on your bin.

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