Summary: We will not investigate this complaint about missed recycling collections because the problem has been resolved and there is not enough remaining injustice to warrant an investigation.

The complaint

1. The complainant, whom I refer to as Ms X, complains about missed recycling collections. She wants regular collections and compensation.

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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 an investigation if we decide:

• we are satisfied with the actions an organisation has taken or proposes to take, or
• any injustice is not significant enough to justify our involvement.

(Local Government Act 1974, section 24A(6) (&), as amended, section 34(B))

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How I considered this complaint

3. I considered information provided by Ms X and the Council. This includes the complaint correspondence and an update from Ms X. I also considered our Assessment Code.

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My assessment

4. Ms X reported a missed recycling collection on 5 December although she says the problems started in November.
5. In response to her complaint the Council said it only had a record of one missed collection. It encouraged her to report all missed collections. The Council said it tries to collect missed collections within two working days and said it rectified a missed collection in December. It said it had spoken to the crew who were not aware of any issues at the address but said Ms X did not present her recycling every week. The Council upheld her complaint but said Ms X should see an improvement in the service.
6. Ms X says problems continued until mid-March but the service has now improved. Ms X also says the missed collections have taken a lot of time and trouble to resolve.
7. I will not investigate this complaint because the problem has been resolved. In addition, the Council has asked Ms X to report all missed collections to give it a chance to rectify a missed collection and identify any on-going issues.
8. Missed collections are frustrating, inconvenient and stressful but now that the problem has been resolved there is not enough remaining injustice to require an investigation or compensation. In reaching this view I have considered that the Council rectified some of the missed collections and everyone will need to spend some time trying to resolve a problem.

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Final decision

9. We will not investigate this complaint because the problem has been resolved and there is not enough remaining injustice to require an investigation.

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Investigator's decision on behalf of the Ombudsman