Summary: We will not investigate Mr X’s complaint about the Council charging him for rearranging a bulky waste collection. That is because the Council has offered to provide a further free collection. That remedies any injustice caused.

The complaint

1. Mr X complained the Council failed to collect items he had arranged it to dispose of as part of its free bulky waste collection service. He said when he had tried to rearrange the collection, the Council said it would cost him £50 as he did not leave the items in the correct place. Mr X said the information on the Council’s website did not say where he had to place the items. Mr X wants the Council to collect the items for free.

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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 provide a free service, but must use public money carefully. We may decide not to start or continue with an investigation if we are satisfied with the actions a council has taken or proposes to take. (Local Government Act 1974, section 24A(7), as amended)

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How I considered this complaint

3. I considered information provided by the complainant and the Council.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. Since complaining to the Ombudsman, the Council has agreed for Mr X to rearrange the bulky waste collection free of charge. We are satisfied that remedies any injustice caused. Therefore, we will not investigate this complaint.

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Final decision

6. We will not investigate Mr X’s complaint because we are satisfied the Council’s actions remedies any injustice caused.

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Investigator's decision on behalf of the Ombudsman