Summary: We will not investigate this complaint about missed garden waste collections. This is because there is insufficient evidence that the issue has caused the complainant a significant enough injustice to warrant an investigation.

The complaint

1. Mr X complains on behalf of his mother, Mrs X, about missed assisted garden waste collections.

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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 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 Mr X complainant and the Council.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. Mrs X applied for assisted garden waste collections in March 2024. Mr X contacted the Council on Mrs X’s behalf in March 2025 to say that the Council missed four collections between March and May 2024. Mr X said that collection crews has incorrectly recorded that the bins were not left out, meaning he was unable to report them as missed collections.
6. I will not investigate Mrs X’s complaint. While I understand the frustration caused by the missed collections, the injustice is not significant enough to warrant our involvement.

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Final decision

7. We will not investigate Mrs X’s complaint because there is insufficient evidence that the issue has caused her a significant enough injustice to warrant an investigation.

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Investigator's decision on behalf of the Ombudsman