Kirklees Metropolitan Borough Council (25 012 734)
Category : Environment and regulation > Refuse and recycling
Decision : Closed after initial enquiries
Decision date : 24 Dec 2025
The Ombudsman's final decision:
Summary: We will not investigate this complaint about the Council’s failure to collect Mr X’s refuse and the failure to follow the complaint process. The problems with the refuse collections have now been resolved and his refuse is being collected as scheduled and further investigation will not lead to a different outcome. I understand Mr X’s found the Council’s failure to follow its complaints procedure frustrating. However we do not consider this issue alone caused such significant personal injustice as to justify an investigation.
The complaint
- Mr X complains the Council repeatedly failed to collect his refuse.
- He also complains about the Council’s handling of his concerns, its communication, and the explanations provided.
The Ombudsman’s role and powers
- 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))
How I considered this complaint
- I considered information provided by Mr X and the Council.
- I considered the Ombudsman’s Assessment Code.
My assessment
- In response to my enquiry Mr X confirmed his refuse is now being collected according to the published schedule.
- I have reviewed the Council’s responses to Mr X’s complaints and understand he found the process frustrating. However, the Council has apologised and explained the reasons for the missed collections. I do not consider Mr X suffered such a significant personal injustice because of a failure in the complaints process alone to justify an investigation.
Final decision
- We will not investigate Mr X’s complaint because the refuse is being collected as scheduled and further investigation will not lead to a different outcome. And we do not consider the Council’s complaints handling has caused Mr X a significant personal injustice.
Investigator's decision on behalf of the Ombudsman