Summary: We will not investigate Mr X’s complaint about the Council failing to carry out refuse collection on his street. This is because an investigation is unlikely to add to that already carried out by the Council or lead to a different outcome.

The complaint

1. Mr X complains about the Council failing to carry out refuse collections on his street. He says the Council’s communication about this could have been better.

Back to top

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

(Local Government Act 1974, section 24A(6), as amended, section 34(B))

Back to top

How I considered this complaint

3. I considered information provided by Mr X and the Council.
4. I considered the Ombudsman’s Assessment Code.

Back to top

My assessment

5. Mr X complains the Council missed refuse collections for his street. The Council in its response, apologised and completed the following actions:

• Recognised that Mr X’s area is a concern and confirmed that it will attempt to increase the priority of this route.
• Confirmed to Mr X that collection crews can report issues during the collection route directly to management and will try to collect bins again later in the day if there is an initial problem with the collection.
• Arranged a further letter drop advising residents of issues.
• Confirmed that following this the next collection happened without reported incidents.
• Arranged for team manager and council employee to be present on the route as a one off.
• Advised Mr X on how to use online system to raise missed collection issue which will result in a further attempt to collect the refuse within three working days.
• Apologised to Mr X.

6. Although I note that Mr X is unhappy with the response from the Council, I consider its actions to be appropriate in the circumstances. It follows that any investigation is unlikely to add to the Council’s or lead to a different outcome.

Back to top

Final decision

7. We will not investigate Mr X’s complaint because an investigation is unlikely to add to that already carried out by the Council or lead to a different outcome.

Back to top

Investigator's decision on behalf of the Ombudsman