Summary: We will not investigate this complaint about the Council’s waste collection service leaving emptied bins in Ms X’s disabled parking space. This is because an investigation is unlikely to add to the Council’s own investigation or lead to a different outcome.

The complaint

1. Ms X complains that despite bringing the problem to the notice of the Council, emptied waste bins were being left in her disabled parking space causing her discomfort and distress trying to get them moved.

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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:

• we could not add to any previous investigation by the organisation, or
• further investigation would not lead to a different outcome, or
• there is no worthwhile outcome achievable by our investigation.

(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, including the Council’s response to the complaint.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. The Council upheld Ms X’s complaint about this matter, noting that it was not acceptable for bins to be left blocking her access to her disabled parking space.
6. It told her the matter had been raised with the crew supervisor who apologised for the inconvenience caused to her and that the crews had been reminded to return bins to their proper presentation point after collection. It said the supervisor had attended the site after the reminder had been issued to ensure this had happened.
7. We do not investigate every complaint we receive and while Ms X says there have been a couple of further instances of bins blocking her access, the situation has improved and as this is the case there are insufficient grounds to warrant an investigation at this stage.
8. I have advised Ms X to inform the Council as soon as possible should the problem arise again so that further monitoring can take place if necessary.

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Final decision

9. We will not investigate Ms X’s complaint because an investigation is unlikely to add to the Council’s own investigation or lead to a different outcome.

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Investigator's decision on behalf of the Ombudsman