The Ombudsman's final decision
Summary: We will not investigate this complaint about missed bin collections. We could not add to the Council’s response, and it is unlikely an investigation would lead to a different outcome.
The complaint
Mr X complains the Council failed to empty his bins in line with the collection schedule and this impacted on his time and caused him frustration, for which he would like a financial remedy.
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 we could not add to any previous investigation by the organisation, or 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 the complainant, and I considered the Ombudsman’s Assessment Code.
My assessment
The Council has acknowledged Mr X’s concerns and has apologised for the missed collections. The Council has explained why the collections had been missed and has set out what it is doing to address the problem, including monitoring Mr X’s collections.
We are satisfied the Council’s response is appropriate and proportionate. We would not be likely to recommend further action because it is not warranted.
Final decision
We will not investigate this complaint. The Council has responded appropriately to Mr X’s concerns, and it is unlikely an investigation would achieve anything more.
Investigator's decision on behalf of the Ombudsman