Waste Services FAQs

What do I do if my bin has not been collected?

We may have genuinely missed your bin and if so please contact our Customer Care Section on 0500 545 540 and we will return to empty the bin as soon as possible.

If we could not lift your bin, it will have been tagged because it was;

too heavy or
the lid was open because it was over-filled
the wrong materials were in the bin

If this was the case please rectify the problem and contact our Customer Care Section on free phone 0500 545 540 or e-mail wasteservices@clacks.gov.uk to arrange a later collection.

I am new to the area - how do I find out when my bin is collected?

You need to contact the council's Customer Care Section on freephone 0500 545 540 or e-mail wasteservices@clacks.gov.uk who will provide you with the following information:-

Your normal collection day for refuse and recycling (the service is once weekly, alternating between blue bin and box one week and the green bin in the following week). Brown bins for garden plant waste are every three weeks.
The size of the bin and recycling containers you are entitled to
For outlying properties (those that are not easily accessible, such as a house along a narrow lane) a visit may be required to establish a collection method and collection point.

Please ensure your bins do not cause an obstruction to other highway/footpath users.

What do I do if all my waste doesn't fit in the bin?

Excess domestic waste can be taken to the recycling site at Forthbank, Alloa which is open every day and free to members of the public with their own household waste. Trade users must pay.

Or you may request an additional uplift for household waste. Charges may apply.

We would encourage you to recycle as much of your household waste as possible using the recycling schemes available. If you would like more information on recycling please contact our Customer Care Section on freephone 0500 545 540 or e-mail wasteservices@clacks.gov.uk.

How does a bank holiday affect my bin collection day?

Refuse collection days are not normally affected by bank holidays, however, special arrangements are made for Christmas and New Year holidays.

If your collection day falls on Christmas or New year holidays we will notify you in advance of what the changes will be.

Any changes to the normal arrangements will be notified in advance in the local press and on the Council's website.

What time do I need to put my wheeled bin and/or recycling box out for collection?

Please place your wheeled bin and recycling box out prior to 7:30am on the day of collection at the specified collection point with the bin lid closed.

We do not lift excess waste at the side of your bin. If you have excess waste you may request a bulky uplift or use the Recycling Site at Forthbank, Alloa.

Please ensure your bin or recycling boxes do not cause an obstruction to other highway/footpath users.

How can I help ensure that my bin is collected?

What YOU can do to help;

Please put your bin at the collection point by 7:30am on the day of collection
Do not overload your bin
Keep the lid securely closed to prevent spillage and injury to collectors
Do not put in hazardous items e.g. car parts, bricks, gas bottles
Place the bin at the back of the pavement with the handles facing out
Do not obstruct the footpath
Please park your car considerately so it does not obstruct the refuse vehicle
Place your bin next to your neighbours bin if possible; It's easier for us to collect and return
Use the bulky uplift service for larger items of waste.
Minimise waste whenever possible and recycle what you can
Take your bin back into your property as soon as possible after collection
Keep the wheelie bin clean and in a safe condition

What WE will do for you;

Empty you bin on its day of collection
Return your bin to its point of collection
Clear up any spillage that was caused by our operation
If the service fails we will rectify the fault within 24hrs, weather permitting
Notify changes of collection day by letter, in the local press and on our website
Recycle as much of your waste as we can and offer free recycling advice
Offer doorstep collection in cases of restricted mobility

My bin is damaged - how do I get it repaired or replaced?

If your bin is damaged/stolen please contact the Customer Care Section on freephone 0500 545 540 or e-mail wasteservices@clacks.gov.uk

It is the householder's responsibility to keep the wheelie bin clean and in safe condition.

What if there is no one in my household who is physically able to put the bin out for collection?

The council operates a collect and return service for members of the public who require assistance with their bin or recycling box because of disability or infirmity.

Please contact the Customer Care Section on freephone 0500 545 540 or e-mail wasteservices@clacks.gov.uk to arrange a visit to the property to see if you qualify for the assisted list.

Where is my nearest public waste disposal site?

The nearest Recycling Site is at Forthbank, Alloa. Visit the Forthbank Recycling Centre page for further details of opening times and location together with details of the wastes accepted.

Neighbourhood recycling sites are listed on the Community Recycling Points Page.

How do I get bulky items collected from my home?

The Council will collect bulky items of household waste (furniture) from your property including fridges and freezers. There may be a charge for the uplift of bulky household waste.

How do I complain about the refuse collection service?

In the first instance, contact our customer care line on freephone 0500 545 540 or e-mail wasteservices@clacks.gov.uk. If you are still unhappy with the service then the council has an official complaints procedure.

What happens if the weather is so severe that my bin or box cannot be emptied?

If your bin or box is out for collection and it must be emptied because it is full, please leave the box or bin at the kerbside and it will be emptied as soon as weather conditions permit.

If your box or bin isn't completely full and it can last out until the next collection please take your box or bin off the kerbside and wait until next collection day.

Be a good neighbour. During the difficult weather conditions, offer to share your spare box or wheelie bin space with your neighbour if they are short of space.

Listen to the local radio or check the council website for more news about the refuse collection service.