Summary: We will not investigate this complaint about missed garden waste collections. The Council upheld Mr X’s complaint and apologised, therefore, further investigation will not lead to a different outcome.

The complaint

1. Mr X complained that the Council did not collect his garden waste bin for a six week period. Mr X stated that once his garden waste bin was full, he was unable to carry out further gardening works. Mr X would like a partial refund or extension to his garden waste subscription for the period of 6 weeks of missed 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:

• we could not add to any previous investigation by the organisation, or
• further investigation would not lead to a different outcome.

(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 and the Council.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. Mr X paid a subscription fee for the Council’s garden waste collection service in Spring 2025. He complained to the Council when his scheduled collections were missed.
6. The Council apologised for the missed collections and investigated by reviewing footage from the refuse vehicle. It said it had added Mr X’s property to their monitoring list to ensure that the service improved.
7. Mr X asked the Council for a partial refund of his subscription fee or an extension of his contract to reflect the missed collections. The Council stated that they were unable to issue refunds or extend the contract.
8. Mr X stated that he had excess garden waste due to the missed collections. The Council said that it offered to collect additional garden waste from Mr X’s property via arrangement at his next collection date.
9. Whilst I understand Mr X’s dissatisfaction, the Council has upheld Mr X’s complaint, apologised for the missed collections and has put in place changes to improve the service. And therefore, further investigation by us would not lead to a different outcome.

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Final decision

10. We will not investigate Mr X’s complaint because further investigation will not lead to a different outcome.

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Investigator's decision on behalf of the Ombudsman