source/life-course-families/rubbish-recycling-and-street/report-missed-rubbish-collection.v1.yaml

schema: life-course-family.v1
id: report-missed-rubbish-collection
title: Report a missed rubbish collection
aliases: [missed bin, bin not collected, rubbish collection missed, recycling not collected]
description: >-
  Find the responsible council, check its local collection conditions, report
  an eligible missed collection and follow the applicable complaint route.
status: population_complete
assertion_status: normalized
life_course_domain: rubbish-recycling-and-street
enclosing_processes:
  - id: manage-household-waste-collections
    assertion_status: normalized
    sources: [govuk-missed-bin-collection]
situations:
  - A scheduled household waste or recycling collection did not happen.
  - A resident needs to distinguish a reportable miss from a disruption or presentation problem.
user_needs:
  - Find the council responsible for the collection address.
  - Report the missed collection through the council's current route.
  - Escalate a continuing service failure through the correct complaints process.
interaction_boundary: >-
  Navigation and evidence handoff only. The record does not decide whether a
  local report will be accepted or promise a return collection.
applicability:
  - jurisdiction: England
    state: supported
    route_variants:
      - {id: coventry, geographic_identifier: E08000026, provider: organisation:coventry-city-council, primary_source: coventry-missed-bin}
    sources: [govuk-missed-bin-collection, coventry-missed-bin, coventry-complaints, lgsco-waste-and-refuse]
  - jurisdiction: Scotland
    state: supported
    route_variants:
      - {id: edinburgh, geographic_identifier: S12000036, provider: organisation:city-of-edinburgh-council, primary_source: edinburgh-missed-bin}
    sources: [edinburgh-missed-bin, edinburgh-complaints, spso-making-a-complaint]
  - jurisdiction: Wales
    state: supported
    route_variants:
      - {id: cardiff, geographic_identifier: W06000015, provider: organisation:cardiff-council, primary_source: cardiff-missed-collection}
    sources: [govuk-missed-bin-collection, cardiff-missed-collection, cardiff-complaints, psow-how-to-complain]
  - jurisdiction: Northern Ireland
    state: supported
    route_variants:
      - {id: belfast, geographic_identifier: N09000003, provider: organisation:belfast-city-council, primary_source: belfast-missed-bin}
    sources: [belfast-missed-bin, belfast-complaints, nipso-complaints]
actors:
  - {id: organisation:responsible-local-authority, role: accountable_authority, authority_status: normalized, sources: [govuk-missed-bin-collection]}
  - {id: organisation:local-waste-service-provider, role: delivery_provider, authority_status: normalized, sources: [coventry-missed-bin, edinburgh-missed-bin, cardiff-missed-collection, belfast-missed-bin]}
  - {id: organisation:public-services-ombudsman, role: external_redress, authority_status: normalized, sources: [lgsco-waste-and-refuse, spso-making-a-complaint, psow-how-to-complain, nipso-complaints]}
journeys:
  ordinary:
    id: report-eligible-missed-collection
    entry_state: A synthetic expected collection has not occurred.
    outcome: The report outcome or official explanation is retained.
    steps:
      - id: identify-authority-and-schedule
        interaction: Identify the responsible council and expected collection.
        provider: organisation:responsible-local-authority
        requirements: {state: supported, summary: Collection address and expected waste stream.}
        evidence: {state: supported, summary: Current local collection schedule and disruption notice.}
        rule: {state: supported, summary: Use only the selected council's timing and presentation rules.}
        channel: {state: supported, summary: Official council web or stated assisted channel.}
        cost: {state: not_published_by_source, reason: No separate reporting charge is published in the selected routes.}
        time: {state: supported, summary: Check the selected route's reporting window.}
        output: {state: supported, summary: Correct authority and reportability boundary.}
        outcome: {state: supported, summary: Continue to the official report or retain the exclusion reason.}
        redress: {state: not_applicable, reason: Redress follows a submitted or unresolved service issue.}
        assertion_status: normalized
        sources: [govuk-missed-bin-collection, coventry-missed-bin, edinburgh-missed-bin, cardiff-missed-collection, belfast-missed-bin]
      - id: submit-and-retain-outcome
        interaction: Submit the minimum report and retain its acknowledgement or explanation.
        provider: organisation:local-waste-service-provider
        requirements: {state: supported, summary: Locally required address, date, container and waste details.}
        evidence: {state: supported, summary: Synthetic submission time and council response.}
        rule: {state: supported, summary: The selected authority's current acceptance conditions control.}
        channel: {state: supported, summary: Official local route.}
        cost: {state: not_published_by_source, reason: No reporting fee is stated.}
        time: {state: supported, summary: Local reporting and return-collection times are not universal.}
        output: {state: supported, summary: Reference, acknowledgement, rejection or operational notice.}
        outcome: {state: supported, summary: Resolved, pending, excluded or unresolved report.}
        redress: {state: supported, summary: Council complaints route if the service problem remains unresolved.}
        assertion_status: normalized
        sources: [coventry-missed-bin, edinburgh-missed-bin, cardiff-missed-collection, belfast-missed-bin]
  exceptions:
    - id: wrong-authority-excluded-or-unresolved
      entry_state: The first route is wrong, the report is excluded, the channel fails or the service remains unresolved.
      outcome: The reason and the next official local or external-redress route are retained.
      steps:
        - id: correct-or-escalate
          interaction: Correct the authority or complete local complaints before jurisdiction-appropriate external redress.
          provider: organisation:public-services-ombudsman
          requirements: {state: supported, summary: Final local response or evidence of the applicable exhaustion boundary.}
          evidence: {state: supported, summary: Report, complaint and response records.}
          rule: {state: supported, summary: Each ombudsman's current scope and time rules control.}
          channel: {state: supported, summary: Council complaint route followed by the applicable ombudsman route.}
          cost: {state: not_published_by_source, reason: Consult the current redress route.}
          time: {state: supported, summary: Current council and ombudsman limits apply.}
          output: {state: supported, summary: Corrected route, final response or redress acknowledgement.}
          outcome: {state: supported, summary: Resolved, redirected or retained as unresolved.}
          redress: {state: supported, summary: LGSCO, SPSO, PSOW or NIPSO according to jurisdiction and scope.}
          assertion_status: normalized
          sources: [coventry-complaints, edinburgh-complaints, cardiff-complaints, belfast-complaints, lgsco-waste-and-refuse, spso-making-a-complaint, psow-how-to-complain, nipso-complaints]
dependencies: []
sources:
  - {id: govuk-missed-bin-collection, register: source/missed-rubbish-collection.v1.yaml}
  - {id: coventry-missed-bin, register: source/missed-rubbish-collection.v1.yaml}
  - {id: coventry-complaints, register: source/missed-rubbish-collection.v1.yaml}
  - {id: edinburgh-missed-bin, register: source/missed-rubbish-collection.v1.yaml}
  - {id: edinburgh-complaints, register: source/missed-rubbish-collection.v1.yaml}
  - {id: cardiff-missed-collection, register: source/missed-rubbish-collection.v1.yaml}
  - {id: cardiff-complaints, register: source/missed-rubbish-collection.v1.yaml}
  - {id: belfast-missed-bin, register: source/missed-rubbish-collection.v1.yaml}
  - {id: belfast-complaints, register: source/missed-rubbish-collection.v1.yaml}
  - {id: lgsco-waste-and-refuse, register: source/missed-rubbish-collection.v1.yaml}
  - {id: spso-making-a-complaint, register: source/missed-rubbish-collection.v1.yaml}
  - {id: psow-how-to-complain, register: source/missed-rubbish-collection.v1.yaml}
  - {id: nipso-complaints, register: source/missed-rubbish-collection.v1.yaml}
limitations:
  - Local rules are evidenced by four structural examples, not copied across every council.
  - Live operational notices and acceptance rules must be checked before use.
review: {population_gate: complete, specialist_review: not_required}
narrative:
  markdown: services/report-missed-rubbish-collection.md
  process_context: Manage household waste collections