Summary: We will not investigate this complaint about the Council failing to collect Mr X’s green waste bins on numerous occasions. This is because further investigation would not achieve a different outcome.

The complaint

1. Mr X complains the Council failed to collect his green waste bins on numerous occasions throughout 2025. He says when he queried this, he was given different accounts of what happened. Mr X says because of this he has had to travel to the tip. He wants the Council to provide a partial refund of the subscription he pays.

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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 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

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 reported four missed green waste collections in 2025: two in June, one in September and one in November. The Council apologised and explained the missed collections were due to a crew error, and later said it was due to operational issues, including a vehicle breakdown
6. The Council considered Mr X’s request for a refund. However, its policy says it will only consider a partial refund where a resident has reported three consecutive missed collections. That does not apply here. The Council has agreed to monitor Mr X’s future collections. This is a proportionate response, and further investigation by us would not be likely to achieve a different outcome.

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Final decision

7. We will not investigate Mr X’s complaint because further investigation would not achieve a different outcome.

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Investigator's decision on behalf of the Ombudsman