Summary: We will not investigate this complaint about a missed garden waste collection. This is because there is insufficient evidence of injustice.

The complaint

1. The complainant, whom I refer to as Mr X, complains about a missed garden waste collection and poor customer service. Mr X wants a refund.

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The Ombudsman’s role and powers

2. 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 an investigation if we decide any injustice is not significant enough to justify our involvement. (Local Government Act 1974, section 24A(6))

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How I considered this complaint

3. I considered information provided by Mr X and the Council. This includes the complaint correspondence. I also considered our Assessment Code.

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My assessment

4. The Council provides a fortnightly garden waste collection service. The cost is £29 a year for 24 collections. The cost of each collection is about £1.21.
5. The Council did not collect Mr X’s garden waste in May. Mr X could not report the missed collection before the deadline because he was away. He contacted the Council and found out that, as the whole road had been missed, the crew should have reported it. The Council provided inconsistent information to Mr X; it told him the crew would not return because he had missed the reporting deadline but it also told him the crew would return.
6. The Council completed the next scheduled collection two weeks later. But, before then, as the bin was full, Mr X took the excess waste to the recycling centre.
7. Mr X complained and asked for a refund. In response the Council apologised for the missed collection and agreed the crew should have reported the street had been missed. It also confirmed that it only returns if someone reports a missed collection before the deadline. The Council apologised for not being clear that the bin would not be emptied.
8. Mr X had the inconvenience of a missed collection and having to take the uncollected waste to the tip. And the Council could have provided clearer information to Mr X and the crew should have reported the street had been missed. However, the Council has apologised and impact of a single missed collection, even taking into account the inconvenience and trip to the recycling centre, is not significant enough to warrant an investigation.

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Final decision

9. We will not investigate this complaint because there is insufficient evidence of injustice.

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Investigator's decision on behalf of the Ombudsman