Summary: We will not investigate this complaint about missed recycling waste collections. The Council has now taken satisfactory action in response to the complaint.

The complaint

1. Mr X complains the Council continued to miss the recycling waste collections in his road, despite assurances given during the complaints process that the matter would be rectified.

Back to top

The Ombudsman’s role and powers

2. We can 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. So, we may decide not to start an investigation if we are satisfied with the actions an organisation has taken or proposes to take. (Local Government Act 1974, section 24A(7), as amended)

Back to top

How I considered this complaint

3. I considered information provided by Mr X and the Council, which included the Council’s complaint responses.
4. I also considered the Ombudsman’s Assessment Code.

Back to top

My assessment

5. In the Council’s earlier complaint responses, it apologised for the delay in responding to the complaint, for failing to explain the cause of the missed collections, and for failing to take action to improve the service sooner. It said appropriate internal action within the refuse team would be taken where needed, and it would continue to monitor the collections.
6. In response to the Ombudsman’s subsequent enquiries, following a further missed collection, the Council again apologised for the inconvenience caused. It said changes had been made to the crew responsible for collecting bins in Mr X’s area, and they had been thoroughly briefed on the situation and the importance of maintaining reliable collections moving forward. Reminders had also been set in the Operations Team diary for monitoring to occur for a period of 8 weeks. The Council understands Mr X has not experienced any missed collections since August 2024.
7. With reference to paragraph 2 above, I am satisfied the action the Council has now taken is an appropriate way to address the complaint, so we will not start an investigation.

Back to top

Final decision

8. We will not investigate Mr X’s complaint because the Council has taken satisfactory action in response to the complaint.

Back to top

Investigator's decision on behalf of the Ombudsman