Summary: The Ombudsman will not investigate this complaint about missed bin collections. This is because the service has improved.

The complaint

1. The complainant, whom I refer to as Mr X, complains about repeated missed rubbish and recycling collections. Mr X wants to receive the service he is entitled to.

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The Ombudsman’s role and powers

2. We investigate complaints about ‘maladministration’ and ‘service failure’. In this statement, I have used the word ‘fault’ to refer to these. We must also consider whether any fault has had an adverse impact on the person making the complaint. I refer to this as ‘injustice’. We provide a free service, but must use public money carefully. (Local Government Act 1974, section 24A(6), as amended)
3. We can decide whether to start or discontinue an investigation into a complaint within our jurisdiction. (Local Government Act 1974, sections 24A(6) and 34B(8), as amended)

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How I considered this complaint

4. I read the complaint and spoke to Mr X to find out if the problems were continuing. I invited Mr X to comment on a draft of this decision.

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What I found

What happened

5. Mr X has had a series of missed refuse collections over many months. He says he had to store rubbish in his garage. In addition, when he reported a missed collection he still had to wait until the next scheduled collection for it to be collected. Mr X had missed collections even after he had complained to the Council and was told the service was improving. Mr X last had a missed collection in early May.

Assessment

6. Mr X, like many people in the area, has had a poor refuse collection service for many months. This, in part, was due to industrial action although that was not the sole cause of the problems. Mr X has highlighted the problems experienced by many people, including repeated missed collections, missed collections not being collected and poor complaint replies. However, I will not start an investigation because the service has now improved and Mr X has had a regular collection service since early May.

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Final decision

7. I will not start an investigation because the service has improved.

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Investigator's decision on behalf of the Ombudsman