Summary: We will not investigate this complaint about a bulky waste collection. There is insufficient evidence of fault to warrant an investigation.

The complaint

1. Mr X complains the Council did not collect all the items he requested as part of a bulky waste collection. He says this caused inconvenience and financial loss as he has had to arrange for disposal of the missed item. He wants the Council to refund him the bulky waste collection charge.

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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 there is not enough evidence of fault to justify investigating.

(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. The Council provides a bulky waste collection service as an optional, additional service to its normal household waste collections. The Council charges £48 for collection of up to eight large or bulky items.
6. Mr X booked a bulky waste collection and listed two sofas as two of the items. The crew visited and collected the items left in front of his property.
7. Mr X complained the Council had not collected one of the sofas. He said although the second sofa was placed about 20 yards from the rest of the items, it should have been obvious it also needed collecting.
8. We will not investigate this complaint as there is insufficient evidence of fault. The Council’s website states items booked for a bulky waste collection should be placed in front of or to the side of the property and it is the resident’s responsibility to ensure items are presented correctly. I have seen evidence of the items placed in front of Mr X’s property, which were then collected. Mr X did not tell the Council the second sofa was in a different location, and we would not expect the Council to collect an item from either the pavement or another resident’s property without prior agreement. The Council collected the items presented at the front of Mr X’s property. There is insufficient evidence of fault to warrant an investigation.

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Final decision

9. We will not investigate Mr X’s complaint because there is insufficient evidence of fault to warrant an investigation.

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Investigator's decision on behalf of the Ombudsman