Summary: We will not investigate this complaint about a missed bulky waste collection. This is because there is not enough evidence of fault to justify an investigation.

The complaint

1. Mr B complains the bulky waste collection he paid for did not take place as scheduled because the Council’s instructions were unclear about where he should leave the items. Mr B says he had to pay a firm to remove these items but the Council has only agreed to refund the bulky waste collection fee he paid. Mr B would like the Council to reimburse all his costs disposing of these items. Mr B would also like the Council to improve its guidance for bulky waste collections.

Back to top

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 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))

Back to top

How I considered this complaint

3. I considered information provided by Mr B and on the Council’s website. I have also viewed the area on Google maps and Streetview.
4. I considered the Ombudsman’s Assessment Code.

Back to top

My assessment

5. The information indicates the missed collection happened mainly because of the slightly unusual configuration of the large converted apartment building where Mr B lives. This meant complying with the Council’s requirement to leave items at the ‘front’ of the property was not straightforward. Mr B left the items at the rear of the building because this is the main entrance used by residents.
6. The information does not suggest the missed collection was the result of the Council’s instructions not being clear. The Council says the instructions said to put items on the pavement at the front of the property.
7. Information on the Council’s website also says items must be put on the pavement, beside the road, at the front of your property.
8. These requirements are clear and reasonable as most properties would have an obvious ‘front’. So, this is not evidence of fault. Mr B could have contacted the Council to clarify where he should leave the items before the scheduled collection.
9. In the circumstances, the Council acted reasonably by offering to refund the bulky waste fee paid by Mr B. But, an investigation is unlikely to result in us criticising the Council for not offering to pay for Mr B’s costs disposing of these items.
10. The missed collection was not the direct result of clear fault by the Council. Also, Mr B could have contacted the Council to arrange for another collection rather than make his own arrangements to dispose of these items.
11. So, we will not investigate this complaint.

Back to top

Final decision

12. We will not investigate Mr B’s complaint because there is not enough evidence of fault to justify an investigation.

Back to top

Investigator's decision on behalf of the Ombudsman