Missed bin collections

November 2024

Background

We undertake around 4.4 million waste, recycling and food waste collections every year. Historically the service has performed well with minimal disruption to the service.

Since the COVID pandemic, the waste collection service has experienced periods of increased missed and cancelled waste and recycling collections.

We understand that missed collections are a cause of significant concern and frustration for households and we wish to apologise for the current situation.

These issues relate to significant staff shortages, including higher than normal staff absences, and vehicle breakdowns. This is further exacerbated by a national shortage of HGV drivers.

At the current time we have four HGV driver post vacancies, which are essential to the effective delivery of the service.

What are we doing to address the matter?

We are working hard to rectify this situation and are actively recruiting for and increasing frontline positions, which will ultimately help alleviate the staffing pressures being felt at this time.

We have also implemented the following measures:

• Deployed agency staff and relief staff
• Forepersons are undertaking driving duties
• Staff from other services have been redeployed where possible
• Additional vehicles have been hired on a temporary basis
• Continued investment in the fleet to decrease the age of the vehicles – six new vehicles have just been delivered

How can I find out about waste collection issues?

The best way to keep updated about waste collection issues including missed uplifts is through the Scottish Borders Recycles online waste & recycling portal, and accompanying App – access the portal and app.

Not only will this provide timely updates relating to your individual household collections, but it will also help you:

• Search by item to help you get the right waste in the right bin
• Stay up to date on all your collections and recycling information
• Sign up for collection reminders
• Play the ‘Recycling Challenge’ game and improve your recycling knowledge.

For more general updates you can access information on missed collections through:

• Our dedicated missed bin collection webpage.
• Our social media channels.

Why can’t you tell me that my bin won’t be lifted before I put it out?

We forward plan as much as we can based on known staff availability.

Each morning, we react and adjust which routes run, depending on staff availability, and the skills and route knowledge they have.

If we did cancel routes ahead of time it may result in more cancellations than the current approach.

We are extremely grateful to the efforts of our frontline teams who are working tirelessly in very challenging circumstances.

New or Replacement Wheeled Bins

In normal circumstances our aim is to provide new or replacement bin(s) within the next 10 working days.

The current staff shortages are impacting on our ability to deliver bins, as priority is being given to the scheduled collection of bins.

We are working hard to rectify this situation, but please be aware that you may experience longer than normal bin delivery timescales.

We ask for your patience in this matter and apologise for any inconvenience caused.  

Responding to waste collection questions, queries and complaints

At the current time we are focusing our resources on resolving the missed collections.

This means we may not be able to respond to questions, queries and complaints as quickly as we usually would.

We understand that households will be frustrated, and we are doing our best to direct our resource into getting back to normal operations as soon as we can.

If you are contacting us, please be respectful of our staff.

The best way to keep updated about waste collection issues including missed uplifts is through the Scottish Borders Recycles online waste & recycling portal, and accompanying App – access the portal and app.