Summary: We will not investigate this complaint that the Council failed to collect the complainants on several occasions. This is because further investigation would not lead to a different outcome.

The complaint

1. The complainant, who I will call Mr X, complains that the Council missed his assisted bin collections on several occasions.

Back to top

The Ombudsman’s role and powers

2. We investigate 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 continue an investigation if we decide further investigation would not lead to a different outcome. (Local Government Act 1974, section 24A(6), as amended, section 34(B))

Back to top

How I considered this complaint

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

Back to top

My assessment

5. Mr X has assisted bin collections. In June he reported two missed collections and so complained. The Council accepted that its crews had not been collecting the bins from the correct location. A further 2 collections were missed In July, the Council apologised, sent a memo to the crew reminding them of the collection location and asked a supervisor to monitor Mr X’s collections.
6. I will not investigate Mr X’s complaint. The Council has apologised to Mr X and put in place appropriate measures. In the weeks since these measures were implemented, the Council has not received any further reports of missed collections from Mr X. Further investigation by the Ombudsman would not lead to a different outcome.

Back to top

Final decision

7. We will not investigate Mr X’s complaint because further investigation would not lead to a different outcome.

Back to top

Investigator's decision on behalf of the Ombudsman