Summary: Mr X suffered unnecessary frustration and distress because the Council repeatedly failed to collect his bins. The Council was right to apologise and monitor Mr X’s bin collections.

The complaint

1. Mr X complained his bins were not routinely collected when they should have been, despite the Council saying it took action to address it. He said the waste collectors were wrong to say he did not put his bins out correctly.
2. Mr X said this caused significant distress, frustration, inconvenience and disruption. He said he feels unfairly targeted by the waste collectors for raising complaints. He said it is unhygienic and unclean when his bins are not collected for weeks, and he feels helpless.

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The Ombudsman’s role and powers

3. We investigate complaints about ‘maladministration’ and ‘service failure’. In this statement, I have used the word fault to refer to these. We must also consider whether any fault has had an adverse impact on the person making the complaint. I refer to this as ‘injustice’. If there has been fault which has caused significant injustice, or that could cause injustice to others in the future we may suggest a remedy. (Local Government Act 1974, sections 26(1) and 26A(1), as amended)
4. If we are satisfied with an organisation’s actions or proposed actions, we can complete our investigation and issue a decision statement. (Local Government Act 1974, section 30(1B) and 34H(1), as amended)

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How I considered this complaint

5. I considered the information and documents provided by Mr X and the Council. I spoke to Mr X about his complaint. Mr X and the Council had an opportunity to comment on an earlier draft of this statement. I considered all comments and further information received before I reached a final decision.
6. I considered the relevant legislation and the Ombudsman’s published guidance on remedies.

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What I found

What should have happened

7. Councils have a duty under the Environmental Protection Act 1990 to collect household waste and recycling from properties in their area.

What happened

8. In the summer of 2024, Mr X told the Council his bins were not collected a few times. He then complained. The Council apologised and said it would monitor Mr X’s bin collections for six weeks.
9. In the autumn, Mr X told the Council of more missed collections. He complained again. The Council apologised. It said it had given instructions to its collection crews to make sure Mr X’s bins were properly collected.
10. Mr X reported more missed collections.
11. The Council said it was clear its actions had not resolved the problem. It said it would monitor Mr X’s collections for 12 weeks.
12. Mr X reported more missed collections, then complained to the Ombudsman.

Analysis

13. I have seen the Council’s record of Mr X’s missed bin collections during the period I am investigating (May 2024 to April 2025). The evidence shows the Council missed seven bin collections in six months: approximately one a month. This is fault.
14. This fault caused Mr X injustice because it caused unnecessary distress and frustration.
15. I am satisfied the Council arranged to collect the missed bins within a few days of each missed collection, as it should have done. The Council apologised and monitored Mr X’s bin collections. This was appropriate and proportionate.
16. I have considered our published guidance on remedies. I am satisfied the Council’s apology and monitoring were suitable remedies for the level of injustice caused.
17. The evidence shows the Council missed one other bin collection, in spring 2025. The collection crew told the Council Mr X had not presented his bin for collection. Mr X disagreed. The Council arranged to collect the missed bin as a gesture of goodwill. This is good practice.
18. Mr X said there were lots of missed bin collections he did not report. I cannot investigate this because there is no evidence.

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Decision

19. I find fault causing injustice. The Council has already taken action to remedy injustice.

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Investigator's decision on behalf of the Ombudsman