Summary: We will not investigate Mr B’s complaint about the impact of changes to waste collections during the Christmas period. This is because there is not enough evidence of fault to justify an investigation.

The complaint

1. Mr B says changes to refuse collections during the Christmas and new year period meant the interval between scheduled collections increased from 14 days to 18 days. Mr B says this meant he had four extra bags of waste which he placed on top of his bin for collection. Mr B complains the Council did not collect these extra bags and he had to take them to a local waste site.
2. Mr B says the Council should do more planning before the next festive period. And, the Council should give advice to residents about how to manage the additional waste, particularly because not all residents are able to access waste sites to dispose of additional waste.

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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 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 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

4. I considered information provided by Mr B.
5. I considered the Ombudsman’s Assessment Code.

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My assessment

6. The Council’s policy is not to collect additional waste left next to or on top of refuse bins. The Council acted in line with this policy when it did not collect Mr B’s additional bags left for collection.
7. It is for the Council to decide how best to manage its refuse collection service including during the Christmas and new year period, and the Council says it has noted Mr B’s feedback on this issue.
8. Mr B is aware of the Council’s policy on additional waste bags, and if needed, he may access Council waste sites in future to dispose of additional waste. If a resident is unable to dispose of additional waste, they may make their own complaint to the Council.
9. Overall, there is not enough evidence of fault to justify an investigation into this complaint.

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Final decision

10. We will not investigate Mr B’s complaint because there is not enough evidence of fault to justify an investigation.

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Investigator's decision on behalf of the Ombudsman