Summary: We will not investigate Ms X’s complaint that the Council missed several refuse collections from her property. This is because further investigation would not lead to a different outcome.

The complaint

1. Ms X complained the Council failed to provide a refuse service on multiple occasions. She said she feels targeted by the refuse team. She wants the Council to put a better system in place.

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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. Ms X complained the Council missed multiple refuse collections. In its response the Council apologised and agreed it missed 8 collections over a short period of time.
6. The Council explained that it put measures in place including increased monitoring by management and clear instruction to the refuse team to avoid further missed collections. It also offered Ms X a £100 symbolic payment for the distress it caused her.
7. Ms X recently reported a further missed collection to the Council. In its response it explained the missed collection was due to extreme weather, and it decided during the day to cancel any further collections.
8. We will not investigate this complaint. The Council apologised to Ms X, put measures in place to reduce incidents of missed collections and provided a symbolic payment for the injustice caused. It provided a reasonable response as to why there had been one further missed collection since it put measures in place. Therefore, further investigation by the Ombudsman would not lead to a different outcome.

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Final decision

9. We will not investigate Ms X’s complaint because further investigation would not lead to a different outcome.

Investigator’s decision on behalf of the Ombudsman

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Investigator's decision on behalf of the Ombudsman