Kirklees Metropolitan Borough Council (24 018 967)
Category : Environment and regulation > Refuse and recycling
Decision : Upheld
Decision date : 20 Mar 2025
The Ombudsman's final decision:
Summary: We will not investigate this complaint about problems with the complainant’s assisted bin collections. This is because the Council has provided a fair remedy.
The complaint
- The complainant, Mr X, complains of problems with his assisted bin collections.
The Ombudsman’s role and powers
- We 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. 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)
How I considered this complaint
- I considered information provided by Mr X and the Council. This includes the complaint correspondence and an update from Mr X. I also considered our Assessment Code.
My assessment
- Mr X is registered for the assisted bin collection service. This means the crew should collect the bins from an agreed point and return them to the same point.
- Mr X complained to the Council and said the crews were repeatedly not returning his bins to the collection point. He said the bins were often left so they were obstructing the path.
- The Council upheld his complaint and accepted there had been a problem for a prolonged time. It apologised, issued reminders to the crew and set up a period of close monitoring. The Council also offered £200 which Mr X declined.
- The Council issued its final complaint reply in November. Mr X told me the service has improved and he has not had a problem with his bins since then.
- I will not start an investigation because the Council has provided a fair response by taking action to resolve the problem and offering a symbolic payment.
Final decision
- We will not investigate Mr X’s complaint because the Council we are satisfied with the action taken by the Council.
Investigator's decision on behalf of the Ombudsman