Mrs D complained that Cardiff Council was not collecting her waste on a regular basis and that she had been informed that her address was not registered on its “assisted lift” service. Mrs D said that this had caused her “huge stress and inconvenience”.
The Ombudsman found that the Council had continued to miss Mrs D’s waste collections despite her making a formal complaint. However, by the time Mrs D approached the Ombudsman, her waste was being collected. Nevertheless, the Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to contact Mrs D to apologise, offer Mrs D £150 for the inconvenience caused by the missed waste collections and having to approach the Ombudsman, and to monitor Mrs D’s waste collections over the next 12 weeks.