Summary: We will not investigate Mr X’s complaint about the Council’s booking system for access to its household waste recycling centre. This is because there is insufficient evidence of fault by the Council to warrant an investigation.

The complaint

1. Mr X complains the Council has introduced a mandatory booking system for access to its household waste recycling centre which he says is ineffective. As a result, he cannot access the centre whenever he wants to. He also complains it increases unmandated surveillance of residents and restricts access for older residents.

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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 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))

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How I considered this complaint

4. I considered information provided by the complainant.
5. I considered the Ombudsman’s Assessment Code.

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My assessment

6. Mr X complained to the Council about its booking system for access to its household waste recycling centre.
7. The Council explained it kept the booking system in place following the Covid-19 restrictions because it found it provided a number of benefits. This includes limiting access to Council residents only; preventing untaxed or unregistered vehicles from making bookings; reducing the amount of verbal abuse on-site staff have suffered; control of traffic and prevention of queues approaching the site; preventing abuse of the permit system and allowing 4200 bookings per week during summer months. It also confirmed the booking process is open to all residents and is compliant with its equality impact assessment.
8. We will not investigate Mr X’s complaint. This is because, whilst I note Mr X disagrees with the current arrangements for accessing the recycling centre, there is no sign of fault by the Council here. It is for the Council to decide how best to manage access to its recycling centre and it has clearly explained why it decided to keep the system in place. It is a decision it is entitled to make.

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Final decision

9. We will not investigate Mr X’s complaint because there is insufficient evidence of fault by the Council to warrant an investigation.

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Investigator's decision on behalf of the Ombudsman