Summary: We will not investigate X’s complaint that the Council wrongly decided their property was suitable for a new wheeled bin collection. The Council agreed to allow X to continue using sacks with an assisted collection, so there is nothing further we could achieve by investigating the matter.

The complaint

1. X complained about the Council’s decision to change their waste collection from sacks to wheeled bins and its review of that decision.
2. X said their property is not suitable for wheeled bins due to their driveway being too long and too narrow. They also said they could not move wheeled bins themselves and received an assisted service from the Council due to this.
3. X said the matter caused them concern. X wanted the Council to review its decision.

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The Ombudsman’s role and powers

4. 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 further investigation would not lead to a different outcome.(Local Government Act 1974, section 24A(6), as amended, section 34(B))

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How I considered this complaint

5. I considered information provided by the complainant and the Council.
6. I considered the Ombudsman’s Assessment Code. 

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My assessment

7. In 2024 the Council approved changes to its waste collection service. It previously collected sacks but decided to replace this service with three wheeled bins per property. As part of the changes the Council said it would assess the suitability of every property in its area for a wheeled bin collection.
8. The Council offered all households a right of review against its decision as an alternative to its complaints process.
9. The Council decided X’s property was suitable for wheeled bins. X asked for a review, but the Council maintained its decision. However, following further requests and explanations by X of their specific difficulties, the Council agreed to revert to collecting refuse sacks from their property, along with the assisted collection service they were already receiving.
10. We will not investigate this complaint. The Council reviewed its decision after X had complained to us, and already agreed to revert to collecting sacks from X. We could not achieve a different or more meaningful by investigating the matter further.

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Final decision

11. We will not investigate X’s complaint because further investigation would not lead to a different outcome.

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Investigator's decision on behalf of the Ombudsman