Summary: We will not investigate Mr X’s complaint about missed bin collections. This is because we could not add to the Council’s investigation.

The complaint

1. Mr X complained the Council missed his bin collection several times. The matter caused him frustration. He wants the Council to improve its collection service and provide him with a financial remedy for the injustice caused.

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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: we could not add to any previous investigation by the organisation (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 Mr X and the Council.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. Between October 2025 and February 2026, Mr X said the Council failed to collect his bin several times. He also said upon reporting the missed bin collections, the Council said it would return to his property within two days to collect his bin however, on some occasions, this never happened.
6. The Council accepted it had missed Mr X’s bin collection and explained it was generally due to the refuse team not being able to access his street. It said his street was narrow and parked cars caused an obstruction. The Council also accepted it had failed to return to his property and attempt to collect his bin again on some occasions. The Council apologised to Mr X.
7. In addition, the Council said it had addressed the matter with its refuse team. It also said it was considering applying double yellow lines on the road to prevent cars from parking there and in the meantime, it would look into arranging a smaller refuse vehicle to collect his bins.
8. We will not investigate Mr X’s complaint. The Council took appropriate action following his complaint by addressing the matter with the relevant team. Furthermore, it is considering longer-term measures to improve access to the area. The Council also apologised to Mr X which was appropriate. This is what we would expect it to do. We therefore could not add to its investigation.

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Final decision

9. We will not investigate Mr X’s complaint because we could not add to the Council’s investigation.

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Investigator's decision on behalf of the Ombudsman