Summary: We will not investigate this complaint about an assisted waste collection. The Council has upheld the complaint, made service improvements, and provided a financial remedy. Further investigation would not lead to a different outcome.

The complaint

1. Ms X complained the Council did not collect an assisted waste collection as arranged. She said she had paid the Council to remove bulky waste from inside her property as she could not take the waste outside herself. She said the Council did not collect it. She wants the Council to reimburse her the £35 she paid for the collection.

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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 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))

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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. We will not investigate Ms X’s complaint about the Council not collecting her waste. That is because in its final response the Council fully upheld the complaint. It set out the reason for the missed collection, apologised and offered to pay Ms X a £115. That remedies any injustice caused. Further investigation by the Ombudsman would not lead to a different outcome.

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Final decision

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

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Investigator's decision on behalf of the Ombudsman