Summary: We will use our discretion not to investigate this complaint about missed bin collections because the complainant says the situation has improved.

The complaint

1. The complainant, Mr X, complains of missed bin collections, relating to his recycling and rubbish.

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The Ombudsman’s role and powers

2. The Local Government Act 1974 sets out our powers but also imposes restrictions on what we can investigate.
3. It is our decision whether to start, and when to end an investigation into something the law allows us to investigate. (Local Government Act 1974, sections 24A(6) and 34B(8), as amended)

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How I considered this complaint

4. I considered information provided by Mr X. I also considered our Assessment Code.

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My assessment

5. Mr X had some missed collections for a few weeks in late 2024 and early 2025. He says there has been one missed collection since mid-January but otherwise he has not experienced further problems. The Council apologised for the missed collections and said it would monitor the collections going forward.
6. Missed collections are stressful, inconvenient and frustrating. However, we will not start an investigation because the Council apologised and the service has improved.

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Final decision

7. We will not investigate this complaint because the service has improved.

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Investigator's decision on behalf of the Ombudsman