Summary: The Ombudsman will not investigate Mr X’s complaint about problems with his household waste collection. This is because the situation has improved and so an investigation by the Ombudsman would be unlikely to achieve anything more.

The complaint

1. The complainant, whom I shall call Mr X, complains about problems with his household waste collection. Mr X says missed collections have led to rubbish in the street and he has had to make his own arrangements to dispose of his rubbish.

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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. We may decide not to start or continue with an investigation if we believe:

• it is unlikely we could add to any previous investigation by the Council, or
• it is unlikely further investigation will lead to a different outcome.

(Local Government Act 1974, section 24A(6), as amended)

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How I considered this complaint

3. I considered Mr X’s complaint to the Ombudsman and the information he provided. I also gave Mr X the opportunity to comment on a draft statement before reaching a final decision on his complaint.

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What I found

4. Mr X has complained to the Council about missed household waste collections. He says the missed collections have led to rubbish in the street, and Mr X having to make his own arrangements to dispose of household rubbish.
5. The Council has responded to complaints from Mr X. It referred to “operational” issues after the Christmas period and its vehicles having problems accessing Mr X’s road. It explained its policy is to return to collect waste when there are difficulties with access. The Council apologised to Mr X.
6. Mr X says double yellow lines have been installed in the street, and the refuse collection service has improved. But it is not clear if this is due to the double yellow lines solving the access issues, or other changes made by the Council.
7. When deciding whether to investigate a complaint we need to consider the level of alleged fault and injustice caused to the person complaining. We also need to consider what more an investigation could achieve. We do not investigate all the complaints we receive.
8. Missed waste collections are annoying and inconvenient. I therefore understand Mr X’s frustrations. But the Council has responded to Mr X’s complaints, apologised, and things seem to have improved. It is not clear if this is due to the newly painted double yellow lines, or other changes made by the Council. But either way, it is difficult to see what more the Ombudsman’s involvement could achieve for Mr X. An investigation is not therefore appropriate.

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Final decision

9. The Ombudsman will not investigate Mr X’s complaint. This is because an investigation by the Ombudsman would be unlikely to achieve anything more for Mr X.

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Investigator's decision on behalf of the Ombudsman