Summary: Mr X complained the Council failed to provide assisted waste collections. He said collections were repeatedly missed and promised improvements were delayed or inconsistently delivered, causing ongoing distress and inconvenience. We found the Council at fault for a delay in putting appropriate collection arrangements in place. The Council has already apologised to Mr X and made service improvements which we consider to be a suitable remedy.

The complaint

1. Mr X complained the Council failed to provide assisted waste collections. He said collections were repeatedly missed and promised improvements were delayed or inconsistently delivered, causing ongoing distress and inconvenience.

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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.
3. 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

4. I considered evidence provided by Mr X and the Council as well as relevant law, policy and guidance.
5. Mr X and the Council had an opportunity to comment on my draft decision. I considered any comments before making a final decision.

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What I found

Household waste and recycling collections

6. Councils have a duty under the Environmental Protection Act 1990 to collect household waste and recycling from properties in their area. The collections do not have to be weekly and councils can decide the type of bins or boxes people must use.
7. Councils normally expect people to move their bins to the pavement in front of their property, to allow it to be easily collected. However, a council may decide to provide an assisted collection to a person if they are unable to move their bins because of a disability. Under an assisted collection, the crew will enter the person’s property, such as their garden or driveway, to collect the bins, and then return them to their storage place afterwards.

What happened

8. Mr X moved into his property and contacted the Council in June 2025 to request assisted waste collections due to medical conditions and difficulty moving his bins to a collection point around 400 metres from his property.
9. Mr X raised a Stage One complaint with the Council in July 2025. He reported issues with missed bin collections since June 2025. He also asked the Council for replacement waste bins which it provided.
10. The Council initially said there were access restrictions that prevented waste collection vehicles from driving up to Mr X’s property. In response to Mr X’s concerns and explore options, the Council carried out a site visit in early August 2025. It agreed to put assisted collections in place for a trial period from the start of September 2025. The Council issued its Stage One response in early September 2025, and Mr X escalated his complaint to Stage Two the following day.
11. The Council visited Mr X’s property again in September 2025. It confirmed that waste collection vehicles could drive to Mr X’s property and therefore withdrew assisted collections as they were no longer needed.
12. The Council responded to Mr X’s Stage Two complaint in October 2025. The Council accepted it had delayed responding to Mr X’s request for assisted collections and addressing his concerns about missed bin collections. It said bins had been marked as ‘not presented’ because collection crews had not driven up to the property, and that staff had been reminded of the correct procedures to prevent this reoccurring.
13. Mr X had also complained that the waste bins provided were not large enough for his needs. The Council clarified the size and number of bins provided as standard and advised Mr X how to request larger bins if his household qualifies.

Analysis

14. The Council did not resolve Mr X’s concerns about missed bin collections promptly. There was some confusion at first about whether assisted collections were needed, and how the collections should be carried out, which contributed to the delay. The Council has accepted it was at fault for the delay. It has apologised to Mr X and taken steps to address the issue by clarifying arrangements with its waste collection contractor and carrying out site visits. It also confirmed it had provided Mr X with appropriate waste bins.
15. Mr X said that issues continued until January 2026 and that it has caused him a great deal of inconvenience, distress and frustration. However, the Council provided evidence that it implemented changes within a relatively short period and the service has been operating consistently since November 2025. On balance, I am satisfied the Council has now resolved the service issues, and that this, together with its apology to Mr X, is a suitable remedy.

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Decision

16. I find fault causing injustice. The Council has already completed actions to remedy the injustice.

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Investigator's decision on behalf of the Ombudsman