London Borough of Harrow (21 006 683)
Category : Environment and regulation > Refuse and recycling
Decision : Upheld
Decision date : 07 Oct 2021
The Ombudsman's final decision:
Summary: We will not investigate Mrs X’s complaint about problems with the assisted collection scheme and the return of her garden waste brown bin. The Council has taken or will take appropriate action.
The complaint
- Mrs X complains the Council’s brown bin team repeatedly fails to return her bin to the collection point required by the assisted collection scheme which she is on due to her age and disability. Mrs X also complains the Council has delayed replacing the bin’s lid which went missing months ago despite requests to do so. Mrs X says the problems have continued for some years and she involved her member of parliament. If the bins are not returned to the correct place she must rely on neighbours to help.
The Ombudsman’s role and powers
- The Ombudsman investigates 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 may decide not to continue with an investigation if we are satisfied with a council’s actions or proposed actions.
(Local Government Act 1974, section 24A(6))
How I considered this complaint
- I have considered Mrs X’s information and comments and discussed the complaint with her by telephone. I have clarified the position with the Council.
My assessment
- I will not investigate this complaint because I am satisfied the Council has taken or will take appropriate action:
- Mrs X has confirmed the Council has replaced the brown bin lid and the bin was returned to the collection point last time it was put out. There have not been problems with the other bins.
- The Council says it will remind crews of the assisted collection procedure. I will ask the Council to monitor the situation if the problem repeats next year. Mrs X tells me garden waste collections stop shortly and resume in the spring.
Final decision
- The Ombudsman will not investigate Mrs X’s complaint about problems with the assisted collection scheme and the return of her garden waste brown bin. The Council has taken or will take appropriate action.
Investigator's decision on behalf of the Ombudsman