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New waste and recycling contract

Most people in our borough are recycling...Are you?

We want to reassure our residents that we are working hard to fix the ongoing issues with the new waste and recycling service which are leading to delays and missed bins.

We are working closely with SUEZ to overcome these issues to minimise disruption during this transitional period.

We are sorry for any inconvenience this is causing and thank everyone for their patience during this time.

Due to the high levels of calls and messages we are receiving we are unfortunately unable to respond to all residents individually.

To save you time having to call, or waiting on a response, please report missed bins online.

We have had to make some changes in service vehicles and to routes and rounds which has taken longer than we anticipated. These changes have meant that our missed bin reporting system has been unavailable for some time.

Behind the scenes we have been able to track service roll overs (to following days) and track missed bins but we are very aware of the frustrations caused from not being able to complete missed bin reports by our residents.

This has been rectified and the system will now allow you to report all missed bins, online. Once reported please leave your bin presented for collection.

You can check your collection days on our look up tool and use the how do I dispose of section if you are unsure which bin an item should be placed in. 

You can also download the new waste and recycling service guide [pdf] 11901KB.

Frequently Asked Questions

+ How do I report a missed bin

Missed bin collections need to be reported online on the day after your collection was due, but no later than 48 hours thereafter.

Once you have reported your missed bin please leave it presented for collection.

Make sure your bin is presented by 6am next to the public highway on your collection day.

+ Have the staff changed?

There was a requirement for staff to move from one contractor to the next. The majority of staff are local residents, and keeping the same staff retained borough knowledge to support a continuity of service.

+ Why did you change contractors?

The Mid Kent Waste Partnership (Ashford, Maidstone and Swale councils) contract ended with the previous waste contractor, Biffa Municipal Ltd, on Saturday 23 March 2024.

After an extensive joint tender exercise, the new contract was awarded to SUEZ Recycling and Recovery Ltd.

+ Why has collection day changed?

This has resulted from a review of collection services and routes which was required and would have happened no matter who the contractor was.

Over time the borough has seen new development with many new homes being added to the closest waste collection round. Consequently, this meant that over time we had developed uneven workloads for the staff crewing the collection rounds.

In addition, the waste transfer station in Ashford was struggling to be able to deal with varying amounts of waste and fleet collection times, on our rounds.

+ Has the frequency of collections changed?

No. The frequency of collections has stayed the same, with fortnightly recycling and general waste collections, weekly food waste collections and an optional fortnightly garden waste collection.

+ Have the items I can put in my recycling (green) bin changed?

No, the same recyclable items are still collected, and in the same one green wheeled bin. Head to our recycling webpages for a refresher of what should be placed in your recycling bin.

+ Have the items I can put in my general waste (grey) bin changed?

No, the same items are still collected and in the same one grey wheeled bin. Head to our general waste webpage for a refresher of what should be placed in your general waste bin.

+ How do I find my bin collection day?

You can find your next bin collections by using our look up tool.

+ When do I need to place my bin out for collection?

Your bin needs to be presented by 6am next to the public highway on your collection day.

+ Who is our new contractor?

Our new contractor is SUEZ. They employ more than 6,000 people in the UK and have been managing waste contracts for local authorities since 1988.

+ Why did the council buy the new fleet of vehicles?

We funded the new vehicle fleet because it is the most cost effective way to deliver those vehicles over the length of the contract. This included those used for waste and recycling collections and street cleansing.

This gave us the opportunity to provision different vehicle widths (to ensure better access where historic issues were known), reduce environmental impact of our own fleet by moving to electric bin lifts (reducing carbon impact) and have better tracking information on our fleet.