London Borough of Enfield (24 018 710)

Statement Upheld Refuse and recycling 02-Sep-2025

Summary: We upheld a complaint from Mr C, finding he experienced repeated problems with waste collection over a thirteen month period. This caused him injustice as he experienced avoidable inconvenience and frustration. The Council accepted these findings. At the end of this statement we set out the action it has agreed to remedy that injustice.

Manchester City Council (24 022 309)

Statement Upheld Refuse and recycling 02-Sep-2025

Summary: Miss X complained the Council failed to escalate the issue with bin collections at her property. She says the Council failed to collect the bins on several occasions and this impacted her by causing health and safety concerns around her property. We found the Council should apologise to Miss X and make payment to her to recognise the distress and frustration caused.

Greater Manchester Combined Authority (25 004 400)

Statement Closed after initial enquiries Refuse and recycling 01-Sep-2025

Summary: We will not investigate this complaint that the Council breached the complainant’s rights by searching his rubbish bags at a household waste and recycling centre. This is because there is insufficient evidence of fault by the Council.

Birmingham City Council (24 018 222)

Statement Upheld Refuse and recycling 31-Aug-2025

Summary: Mr X complained the Council has repeatedly failed to collect his recycling waste as scheduled since July 2024. We found the Council’s repeated failure to collect Mr X’s recycling when collecting his neighbours’ is fault. This fault has caused Mr X frustration and inconvenience. The Council will apologise and make a payment to Mr X.

Birmingham City Council (24 015 217)

Statement Upheld Refuse and recycling 31-Aug-2025

Summary: Mr X complained the Council has failed to provide a replacement pod for his recycled paper and cardboard despite first requesting this in April 2022. He also complained the collection crew damaged his recycling bin in December 2024 and the Council has failed to replace it. We found the significant delay in providing a replacement pod amounts to fault. The Council will apologise and make a payment to Mr X.

Lincolnshire County Council (24 021 587)

Statement Not upheld Refuse and recycling 31-Aug-2025

Summary: Mr and Mrs X complained the Council-run recycling centre refused entry to Mr X despite him holding a van permit, failed to provide any support or an alternative solution to dispose of their large household items and poorly handled their case. We ended our investigation into this complaint as we are unlikely to find fault causing a significant injustice. Additionally, we could not add to the Council’s investigation or achieve anything further.

London Borough of Waltham Forest (25 005 986)

Statement Closed after initial enquiries Refuse and recycling 31-Aug-2025

Summary: We will not investigate this complaint about the Council’s refusal to collect Mrs X’s bin from her front garden unless they are presented next to her path on the property boundary. This is because there is insufficient evidence of fault, or to show the Council’s decision caused Mrs X significant injustice.

Birmingham City Council (25 004 245)

Statement Closed after initial enquiries Refuse and recycling 28-Aug-2025

Summary: We cannot investigate Ms X’s complaint about missed refuse collections. This is because the issue stems from industrial strike action by the Council’s refuse collection crews and is a matter which affects all or most of the people in the Council’s area.

Manchester City Council (25 004 161)

Statement Upheld Refuse and recycling 27-Aug-2025

Summary: We will not investigate this complaint about the failure to return bins to the correct location after they are emptied. We consider the Council’s apologies and correction of the service an appropriate remedy.

London Borough of Southwark (24 022 008)

Statement Upheld Refuse and recycling 26-Aug-2025

Summary: Mr X complained the Council’s refuse collection service repeatedly failed to return the bins back to the respective properties. He says this has been going on for ten months. The Council’s refuse collection service caused undue distress to Mr X by not returning the bins to the property. It also failed to properly address Mr X’s concerns at stage two of the complaints process. The Council has agreed to apologise and make a payment to Mr X for the undue distress. It should continue to monitor the situation and provide evidence it has done so.