The Ombudsman's final decision
Summary: We will not investigate Mr X’s complaint about a missed garden waste collection. This is because Mr X has not suffered a significant personal injustice which would justify an investigation.
The complaint
Mr X complained the Council failed to collect his garden waste. Mr X pays for the Council’s garden waste collection service. For the 2024 year the cost was £21 for eight collections. Mr X wants a refund for the missed collection.
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 any injustice is not significant enough to justify our involvement. (Local Government Act 1974, section 24A(6), as amended, section 34(B))
How I considered this complaint
I considered information provided by the complainant and the Council.
I considered the Ombudsman’s Assessment Code.
My assessment
We will not start an investigation into Mr X’s complaint. Missed collections are frustrating. But the cost of the missed collection is less than five pounds. We are funded by the public purse and have an obligation to use our limited resources in an effective, efficient, and economic manner. We only investigate the most serious cases. Mr X has not suffered a personal injustice which is significant enough to justify public money being spent on an investigation or the pursuit of a financial remedy.
Final decision
We will not investigate Mr X’s complaint because he has not suffered a significant personal injustice.
Investigator's decision on behalf of the Ombudsman