Damaged, lost, or stolen bins and caddies

The new waste collection service will be introduced in phases with different areas starting at different times.

We'll be delivering wheelie bins and food waste caddies before new waste collections start for each phase:  

• phase 1 area - 14 April to 6 June 2025 
• phase 2 area - 23 August to 13 October 2025 
• phase 3 area - 19 January to 9 March 2026 

Damaged bins or caddies

Due to bins being in storage before delivery, the bin lids may look slightly different to their usual shape when they are delivered to you.

These bins do not need to be replaced, they will return to their usual shape after a few weeks. Put them out in natural daylight for the quickest results. 

To report a damaged bin, email waste.changes@nfdc.gov.uk or call 023 8028 5393 with the following information: 

• your name and contact details  
• your address, or the relevant address if you are contacting us on behalf of someone else 
• details of the damage and which bin has been affected
• any photos of the damage, this will help us investigate and resolve the issue 

Lost or stolen bins 

Before reporting a lost or stolen bin, please check:  

• when we are delivering bins and caddies to your area 
• which waste containers we're delivering to your property
• the bin is not in the surrounding area of your property 

To prevent your bin from being lost or stolen: 

• bring your bins and caddies into your property boundary once they're delivered 
• Add your property name or number to the front of your wheelie bins and the top of the brown outdoor caddy, in the space provided 

To report a lost or stolen bin, email waste.changes@nfdc.gov.uk or call 023 8028 5393 with the following information: 

• your name and contact details 
• your address, or the relevant address if your contacting us on behalf of someone else  
• which bins or caddies have been lost or stolen 
• when you noticed the bins were lost or stolen 

Cost of replacement bins 

Should any bin be damaged or lost during the crew collection process, we will replace it, free of charge.

If a bin is stolen or is damaged by the householder, it is the householder's responsibility to pay for a replacement bin. This charge covers the administration and delivery of a replacement bin.  

External food caddies, and glass boxes will be replaced free of charge.   

For more information, New waste collection policy.