Summary: We will use our discretion not to investigate this complaint about recycling collections. This is because the service has improved.

The complaint

1. The complainant, Mr X, complains of missed recycling collections causing over-flowing bins and inconvenience. He also complains he cannot report missed recycling collections.

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 an investigation if we decide there is no worthwhile outcome achievable by our investigation. (Local Government Act 1974, section 24A(6), as amended, section 34(B))
3. 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)

Back to top

How I considered this complaint

4. I considered information provided by Mr X. This includes the complaint correspondence and an update. I also considered our Assessment Code.

Back to top

My assessment

5. Mr X complained to the Council about missed recycling collections. He also complained he could not report missed recycling collections through the Council’s portal. The Council apologised for the poor service and explained it was caused by a lack of staff and broken vans for which it was taking time to obtain parts. The Council said it was working towards replacing the older vans and would add an afternoon round to deal with the missed collections.
6. Mr X says the service has improved although he finds that, periodically, there tends to be a run of missed collections. He can now report missed collections via the portal but says the current system, for communal bins, requires residents to report that a bin is full rather than for the collection to be on a fixed schedule.
7. I will not start an investigation because the service has improved. If the service significantly deteriorates, Mr X can make a new complaint.
8. I appreciate Mr X may prefer a fixed schedule for the recycling collections rather than relying on people to report that the bins are full. However, it is for the Council, not us, to decide how to operate its services. Mr X could provide feedback to the Council or to his local councillors.

Back to top

Final decision

9. We will use our discretion not to investigate this complaint because the service has improved.

Back to top

Investigator's decision on behalf of the Ombudsman