Summary: Ms B complains about problems with her bin collection. The Ombudsman has discontinued his investigation because the Council has resolved the problem.

The complaint

1. Ms B complains about problems with her bin collection. She says the collection crews have failed to collect her bins on several occasions.

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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’. If there has been fault which has caused an injustice, we may suggest a remedy. (Local Government Act 1974, sections 26(1) and 26A(1), as amended)
3. We investigate complaints about councils and certain other bodies. Where an individual, organisation or private company is providing services on behalf of a council, we can investigate complaints about the actions of these providers. (Local Government Act 1974, section 25(7), as amended)
4. 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

5. I have considered the information provided by Ms B and information provided by the Council.

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What I found

6. The Council has a legal duty under the Environmental Protection Act 1990 to collect household waste and recycling free of charge.
7. Ms B had problems with missed bin collections between February and April 2019. She made a formal complaint to the Council and the matter appeared to be resolved. However, the problem started again in August 2019. She complained to the Ombudsman.
8. In September 2019 one of the Council’s waste supervisors began visiting Ms B’s property to check whether the crews had taken her waste. Ms T has confirmed that she has had no problems with her bin collections since then.
9. I am satisfied the Council has taken action to resolve the problem. There is nothing more the Ombudsman can achieve so I will not pursue the complaint further.

Final decision

10. I have discontinued my investigation on the basis that there is nothing more I could achieve for Ms T by investigating her complaint further.

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Investigator's decision on behalf of the Ombudsman