Summary: We will not investigate this complaint about problems with the complainant’s garden waste renewal in 2024. This is because there is insufficient evidence of injustice.

The complaint

1. The complainant, Ms X, complains about the way the Council processed her garden waste renewal in 2024.

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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 an investigation if we decide:

• any fault has not caused injustice to the person who complained, or
• any injustice is not significant enough to justify our involvement.

(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 Ms X. This includes the complaint correspondence and email exchanges. I also considered our Assessment Code.

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My assessment

4. Ms X usually receives an invoice and garden waste calendar in April and pays by direct debit. She contacted the Council in April 2024 to say she had not received either item. The Council said it had introduced a new finance system which had caused problems but the collection service would continue. The Council explained it no longer sends paper calendars. Ms X said she does not have access to a computer (other than at the library) but says the Council did not reply.
5. Ms X made a complaint after she received a payment reminder in June when she had not received an invoice. Ms X paid but queried the price increase and the removal of the direct debit discount. In response the Council said the new system had caused delays, and there were delays by the Council in responding to all the queries this had generated.
6. Ms X made further complaints; she says the Council either did not reply or the responses were late. In subsequent replies, towards the end of the year, the Council provided more information about the problems caused by the new system and explained it had stopped sending paper calendars to reduce costs. It gave Ms X a number to call to ask for a paper copy and sent a copy to Ms X. The Council apologised for the delays in responding and in sending the invoice. It explained why it could not collect the payment by direct debit and said it removed the discount in February 2024.
7. Ms X is dissatisfied with the response and wants the Council to provide more answers and explanations.
8. There were problems in the way the Council managed the renewal and Ms X’s enquiries and complaints. However, while these problems may have caused frustration and inconvenience, the impact is not one that requires an investigation or for us to facilitate answers to Ms X’s questions. There is nothing to suggest Ms X did not receive the garden waste service or that there has been a financial loss. And, while it is easier for Ms X to have a hard copy of the calendar, and it would have been better if the Council had sent it sooner, as she corresponded with the Council by email, she could have checked the on-line calendar at the same time.
9. I acknowledge the renewal and complaint processes could have been better, but the impact does not warrant an investigation.

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Final decision

10. We will not investigate this complaint because there is insufficient evidence of injustice.

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Investigator's decision on behalf of the Ombudsman