Summary: We will not investigate Mr X’s complaint about missed bin collections. This is because there is not enough evidence of fault to justify an investigation by the Ombudsman.

The complaint

1. Mr X complains on behalf of his elderly mother-in-law, Mrs Y, that the Council is not collecting her bins. He says this means he and his wife must take the waste to the tip.

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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 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 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

3. I considered information provided by the complainant and the Council.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. Mr X complained on behalf of his elderly mother-in-law, Mrs Y, that the Council is not collecting her bins. The Council investigated and said its records showed only one missed collection had been reported. It explained how to report missed collections and it encouraged Mrs Y to consider applying for assisted collections.
6. I will not investigate this complaint. The Council considered its own policy and information about the number of missed collections. It took account of Mrs Y’s personal circumstances and suggested assisted collections. It has followed the appropriate procedures and therefore I cannot criticise it.

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Final decision

7. We will not investigate Mr X’s complaint because there is not enough evidence of fault.

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Investigator's decision on behalf of the Ombudsman