Summary: We will not investigate this complaint about the Council moving to fortnightly refuse and recycling collections. Further investigation will not lead to a different outcome. Also we do not consider that two missed collections caused Mr X a significant personal injustice which warrants our involvement.

The complaint

1. Mr X complains the Council has changed the frequency of refuse collections following the creation of the unitary authority.
2. He says this has led to him receiving fewer refuse collections leading to a health hazard.

Back to top

The Ombudsman’s role and powers

3. 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:

• any injustice is not significant enough to justify our involvement, or
• further investigation would not lead to a different outcome.

(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 Mr X and the Council.
5. I considered the Ombudsman’s Assessment Code.

Back to top

My assessment

6. Following the creation of a unitary authority, the Council changed the refuse collections for Mr X’s area to fortnightly. He complained that this created unsanitary conditions as he did not receive recycling collections.
7. In response to his complaint the Council confirmed it would be introducing recycling collections for Mr X’s area in September 2025.
8. The Council’s website shows Mr X received alternately fortnightly recycling and waste collections.
9. As the Council is now collecting recycling as well as refuse I do not consider further investigation will lead to a different outcome.
10. Mr X also complained of missed collections due to road works and bad weather leading to no collections for four weeks.
11. While I acknowledge this must have been frustrating, I do not consider that Mr X suffered a significant personal injustice which warrants an investigation.

Back to top

Final decision

12. We will not investigate Mr X’s complaint because we consider further investigation will not lead to a different outcome as the Council is now providing refuse and recycling collections. Also, we do consider that two missed collections caused by road works and bad weather caused Mr X a significant personal injustice.

Back to top

Investigator's decision on behalf of the Ombudsman