The Ombudsman's final decision
Summary: We will not investigate this complaint about the waste collection service provided to Mr X by the Council’s contractors. This is because an investigation is unlikely to usefully add to that already carried out by the Council or lead to a significantly different outcome.
The complaint
The complainant, who I refer to as Mr X, complains about the waste collection service provided to him by the Council’s contractors. He says the problems caused by the poor service have included waste spillages, lids left open and the crews’ failure to place the bins back in the correct area which has on occasion jeopardised mail delivery.
The Ombudsman’s role and powers
We investigate complaints about ‘maladministration’ and ‘service failure’, which we call ‘fault’. We must also consider whether any fault has had an adverse effect on the person making the complaint, which we call ‘injustice’. We provide a free service but must use public money carefully. We may decide not to start an investigation if the tests set out in our Assessment Code are not met. (Local Government Act 1974, section 24A(6), as amended)
How I considered this complaint
I considered information provided by Mr X and the Council.
I considered the Ombudsman’s Assessment Code.
My assessment
Mr X complained to the Council about various problems he was having over a long period of time with the collection of his waste bins and the return of the bins to their correct area.
The Council acknowledged there had been problems with its service. It apologised to Mr X for this and offered him £50 in recognition of the time and trouble caused to him. It told Mr X his future service would be monitored but this did not take place properly.
The Council has recently apologised for this additional fault and has now taken action to ensure a proper check will be made so that crews are instructed how and to where the bins are to be returned.
We do not investigate every complaint we receive, and we have an obligation to use the public funds allocated to us in an effective, efficient and economic manner. It is clear Mr X suffered inconvenience and time and trouble in pursuing matters with the Council. However, while there has been fault by the Council which it has acknowledged and apologised for, an investigation by the Ombudsman would not usefully add to the investigation already carried out by the Council or lead to a significantly different outcome.
Final decision
We will not investigate Mr X’s complaint because an investigation is unlikely to usefully add to that already carried out by the Council or lead to a significantly different outcome.
Investigator's decision on behalf of the Ombudsman