The Ombudsman's final decision
Summary: We will not investigate Mr X’s complaint about the Council’s handling of refuse collection. This is because further investigation would not lead to a different outcome.
The complaint
Mr X complains the Council has not collected his household waste and recycling according to the schedule on its website.
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 impact on the person making the complaint, which we call ‘injustice’. We provide a free service, but must use public money carefully. We do not start or continue an investigation if we decide further investigation would not lead to a different outcome. (Local Government Act 1974, section 24A(6), as amended, section 34(B))
How I considered this complaint
I considered information provided by Mr X and the Council.
I considered the Ombudsman’s Assessment Code.
My assessment
The Council apologised to Mr X and explained its reasons for the delays in collecting his waste and recycling. It has taken action to improve its service including sourcing additional vehicles and staffing. It has also added Mr X to its priority missed collection list. Further investigation would not lead to a different outcome.
Final decision
We will not investigate Mr X’s complaint because further investigation would not lead to a different outcome.
Investigator's decision on behalf of the Ombudsman