Summary: We will not investigate Miss X’s complaint about a missed bulky waste collection. This is because there is insufficient evidence of fault by the Council to warrant an investigation.

The complaint

1. Miss X complains the Council did not collect a bulky waste collection she booked and paid for.

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 effect 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 the tests set out in our Assessment Code are not met. (Local Government Act 1974, section 24A(6), as amended)
3. We do not start or continue an investigation if we decide there is not enough evidence of fault to justify investigating. (Local Government Act 1974, section 24A(6), as amended, section 34(B))

Back to top

How I considered this complaint

4. I considered information provided by the complainant.
5. I considered the bulky waste terms and conditions which are published on the Council’s website.
6. I considered the Ombudsman’s Assessment Code.

Back to top

My assessment

7. Miss X complained to the Council that it failed to collect a bulky waste collection she paid for. Miss X said the crew attended her property but drove off without collecting the Items.
8. The Council investigated. It explained bulky waste collection is a kerbside service. The items were not placed for collection on the kerbside as set out in its terms and conditions and so no collection was made. It explained it does not enter a resident’s property to make collections. It also noted that residents are asked to agree to place the items at the kerbside when booking a collection.
9. Miss X said she was standing outside her property at the time and she could have explained or moved the items if the crew had asked her.
10. We will not investigate Miss X’s complaint. This is because there is insufficient evidence of fault by the Council to warrant an investigation. It has acted in line with its published terms and conditions for bulky waste collections. This states that the items for collection need to be at the kerbside by 6:30am on the day of the collection; that it will not enter a premises to make a collection and that you will be charged if it attends to collect the items but it is unable to do so.

Back to top

Final decision

11. We will not investigate Miss X’s complaint because there is no sign of fault by the Council.

Back to top

Investigator's decision on behalf of the Ombudsman