Summary: We will not investigate Mr X’s complaint the Council failed to pay him £100 it offered following problems with his household waste collection service. This is because the Council has agreed to pay the original amount offered plus an extra £100. This is an appropriate remedy for the identified injustice.

The complaint

1. Mr X complained the Council had failed to pay him £100 it promised following problems with his household waste collection service. Mr X wanted the Council to pay the original £100 plus a further £100 for the time he had spent chasing the Council for payment.

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The Ombudsman’s role and powers

2. 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 an organisation 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. Following Mr X’s contact with the Ombudsman we asked the Council to remedy his complaint by making the requested payments. This would resolve the complaint early. The Council accepted it had twice failed to pay Mr X and said this fell below its usual standards. The Council agreed to the remedy we proposed and said it would also write to Mr X with an apology.
6. The Council has agreed to a suitable remedy and should pay Mr X within four weeks of this decision.

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Final decision

7. We will not investigate Mr X’s complaint because the Council has offered a suitable remedy for the identified injustice.

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Investigator's decision on behalf of the Ombudsman