Summary: We will not investigate this complaint about a missed garden waste collection because there is insufficient evidence of injustice.

The complaint

1. The complainant, Mrs X, complains about a missed garden waste collection. She had to take the waste to the recycling centre and says the Council wrongly blamed her. Mrs X wants a rebate.

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 any injustice is not significant enough to justify our involvement. (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 Mrs X and our Assessment Code.

Back to top

My assessment

4. The Council provides a garden waste collection service, every two weeks, between April and November. There is a £40 charge.
5. Mrs X subscribes to the service. Mrs X says the Council missed the first collection scheduled in April and incorrectly said she had presented the bin on the wrong day. Mrs X took the waste to the recycling centre. Mrs X wants a rebate.
6. Missed collections are annoying, frustrating and inconvenient. However, I will not start an investigation because a dispute over one missed collection, which equates to a financial loss of roughly £2.50, does not represent a degree of injustice which requires an investigation. I appreciate Mrs X used petrol to drive to the recycling centre, but this is still not enough injustice to warrant an investigation.

Back to top

Final decision

7. We will not investigate this complaint because there is insufficient evidence of injustice.

Back to top

Investigator's decision on behalf of the Ombudsman