Summary: We will not investigate this complaint about the Council’s arrangements for Christmas refuse collections. This is because there is insufficient evidence of fault.

The complaint

1. Mr X complains the Council did not properly notify him of revised Christmas refuse collection dates.

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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))
3. We consider whether there was fault in the way an organisation made its decision. If there was no fault in how the organisation made its decision, we cannot question the outcome. (Local Government Act 1974, section 34(3), as amended)

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How I considered this complaint

4. I considered information provided by Mr X and the Council.
5. I considered the Ombudsman’s Assessment Code.

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My assessment

6. Mr X says the Council notified residents of changes of revised Christmas refuse collection dates by leaving a leaflet on his bin, which he did not receive. He says he missed his collection and had excess waste. He also says the Council should have used another method of notification.
7. The Council says it notified households of revised Christmas collection dates by leaving leaflets under bins, publishing the dates on its website and its social media accounts and residents could sign up for email updates.
8. We will not investigate Mr X’s complaint. The Council took steps to notify residents of the changes to collection dates using different methods. The revised collection dates were also available online. I have not seen enough evidence of fault by the Council.
9. Mr X also says the Council should have offered another way to dispose of excess waste for people who cannot access a Household Recycling Centre. However, I have not seen evidence the Council was required to provide an additional collection or a free disposal option in these circumstances. There is insufficient evidence of fault to warrant further investigation.
10. The Ombudsman is not an appeal body. This means we do not take a second look at a decision to decide if it was wrong. Instead, we look at the processes an organisation followed to make its decision. If we consider it followed those processes correctly, we cannot question whether the decision was right or wrong, regardless of whether someone disagrees with the decision the organisation made.

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Final decision

11. We will not investigate Mr X’s complaint. This is because there is insufficient evidence of fault to warrant further investigation.

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Investigator's decision on behalf of the Ombudsman