Summary: We will not investigate Miss X’s complaint about missed bin collections and lost reports of missed bin collections. The claimed injustice is not significant enough to warrant an investigation by the Ombudsman.

The complaint

1. Miss X complains the Council:
1. failed to empty her food waste bin as scheduled;
2. lost her reports of missed bin collections prior to October 2025.
2. Miss X said the matter caused her distress and frustration.

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The Ombudsman’s role and powers

3. We investigate complaints about ‘maladministration’ and ‘service failure’, which we call ‘fault’. We must also consider whether any fault has had an adverse effect 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 the tests set out in our Assessment Code are not met. (Local Government Act 1974, section 24A(6), as amended)

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How I considered this complaint

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

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My assessment

5. The Council upheld this complaint. It explained it had reminded waste collection crews to visit her street weekly to ensure collection of food waste bins. The Council accepted it had failed to return and empty the bin within 48 hours after a report of a missed collection in October 2025 but noted it had returned before the next collection was due.
6. Our role is to consider complaints where the person bringing the complaint has suffered significant personal injustice as a direct result of the actions or inactions of the organisation. This means we will normally only investigate a complaint where the complainant has suffered serious loss, harm, or distress as a direct result of faults or failures. We will not normally investigate a complaint where the alleged loss or injustice is not a serious or significant matter.
7. The injustice caused by a small number of missed collections is not significant enough to warrant an investigation by the Ombudsman. In addition, the Council has explained it has implemented service improvements to prevent recurrence of the fault. Therefore, we will not investigate this complaint.

Lost Miss X’s reports of missed bin collections prior to October 2025

8. Although Miss X feels frustrated that the Council lost her reports of missed bin collections, the frustration and uncertainty caused is not significant enough to warrant an investigation by the Ombudsman.

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Final decision

9. We will not investigate Miss X’s complaint because the injustice claimed is not significant enough to warrant an investigation by the Ombudsman.

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Investigator's decision on behalf of the Ombudsman