Summary: We will not investigate this complaint about missed waste collections as the Council is conducting a review of the matter.

The complaint

1. Mr X complains of ongoing missed waste collections. Mr X is disabled and is being impacted by a build-up of waste at his property which he says is impacting on his already poor health and which is posing a trip hazard. Mr X wants the Council to rectify the problem and to collect waste that has accumulated.

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The Ombudsman’s role and powers

2. 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

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

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My assessment

5. Mr X complained to the Council in January 2025 and it responded in March 2025, explaining the measures it was to put in place to address the problem. Mr X was not satisfied with the Council's response and asked it to escalate the matter to the second stage of its complaint’s procedure. The Council refused this request as it did not consider there were grounds to consider the complaint further. Since then, Mr X has reported around a further six missed waste collections. In June 2025, the Council agreed to conduct a review and this process is ongoing.
6. As the Council is in the process of carrying out a review and as it is best placed to address the matter, we will not investigate. Mr X can complain to us again if the review does not resolve the complaint.

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Final decision

7. We will not investigate Mr X’s complaint because the Council is carrying out a review of the matter and I consider this is the best way forward at this stage.

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Investigator's decision on behalf of the Ombudsman