Summary: We will not investigate Mr X’s complaint about a bulky waste collection which was not completed. This is because there is insufficient evidence of fault by the Council to warrant an investigation.

The complaint

1. Mr X complains his bulky waste collection was not collected because he relied on the Council’s tracking system which is not accurate. When the Council attended to collect his sofas his car was in the way and so the collection was not completed. Mr X says his car was only in the way because the tracking status was misleading.

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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.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. Mr X booked and paid for a bulky waste collection of two sofas. The Council told him to leave the items outside and accessible but on his property. He left the sofas on his driveway, with his cars parked in front of them. He checked the status tracking so he would know when to move his car out of the way ready for the collection. Mr X says the status showed as “awaiting scheduling” for over two weeks and then showed as “completed”. The sofas had not been collected and Mr X complained to the Council.
6. The Council did not uphold Mr X’s complaint. It said it attended his property to complete the collection two days after the booking was made. It could not complete the collection because Mr X’s car was in the way. It said it states on its website that residents will receive an email as soon as they pay for a booking and that residents need to place the items out, accessible and ready for collection as soon as they receive the email. It also explains it will not return to collect items it could not access and it will not offer a refund.
7. We will not investigate Mr X’s complaint. This is because there is insufficient evidence of fault by the Council here to warrant an investigation. Residents are clearly advised on the relevant website page to place the items outside, accessible and ready for collection as soon as they receive the confirmation email. Mr X did not do this, but instead referred to the tracking information. If the item had been placed ready and accessible as requested by the Council then the collection could have been completed.

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Final decision

8. 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