Swindon Borough Council (23 018 289)

Statement Upheld Refuse and recycling 07-Apr-2024

Summary: We will not investigate Ms X’s complaint about a delay in delivering new recycling containers. Following our involvement, the Council has now delivered her the new containers and apologised for the delay. This is a proportionate remedy for the injustice caused.

Swindon Borough Council (23 018 730)

Statement Upheld Refuse and recycling 07-Apr-2024

Summary: We will not investigate this complaint about a delay in providing a replacement refuse bin. This is because the complaint does not meet the tests in our Assessment Code on how we decide which complaints to investigate. We do not consider that further investigation will lead to a different outcome.

Swindon Borough Council (23 020 696)

Statement Upheld Refuse and recycling 16-Jul-2024

Summary: Mr X complained the Council failed to collect his rubbish and respond when he reported the missed collections. The Council was at fault. This caused Mr X avoidable frustration. The Council has since collected the waste, apologised, and put measures in place to ensure it completes future collections.

Swindon Borough Council (23 020 655)

Statement Upheld Refuse and recycling 19-Aug-2024

Summary: Miss X complained the Council failed to complete her assisted waste collection. The Council was at fault, which caused Miss X frustration and distress. The Council has agreed to apologise to Miss X, carry out monitoring of future collections, and formally record the details of Miss X’s collection.

Swindon Borough Council (23 015 852)

Statement Upheld Special educational needs 08-Sep-2024

Summary: Ms X complains about the Council’s decision to name a particular school on her child’s education, health and care plan. Ms X also complains the Council failed to provide her child with a suitable education when he was unable to attend school. Although we are unable to investigate some aspects of Ms X’s complaint due to them being outside of the Ombudsman’s jurisdiction, we have found fault with the way the Council communicated with Ms X and its record-keeping. The Council has agreed to remedy the injustice this caused.

Swindon Borough Council (24 002 412)

Statement Upheld Refuse and recycling 13-Oct-2024

Summary: Mr X complained the Council repeatedly failed to collect his domestic waste and failed to resolve the reasons behind the missed collections. The Council was at fault, which caused Mr X frustration and distress. The Council has agreed to apologise to Mr X, carry out monitoring of future collections, and review Mr X’s bin allocation.

Swindon Borough Council (23 019 908)

Statement Upheld Domiciliary care 14-Nov-2024

Summary: Mr X complained about how the Council handled Mrs Y’s care and the family’s requests for a residential placement. He also complained about the Council’s safeguarding actions after Mrs Y suffered injuries following a medical emergency. Mr X said this distressed Mrs Y and her family. There was fault in the way the Council did not complete appropriate assessments, delayed completing the safeguarding investigation and did not follow its complaint process. Mr X and Mrs Y were caused uncertainty and distressed by the fault identified. The Council should apologise, make a financial payment and provide guidance to its staff.

Swindon Borough Council (24 006 663)

Statement Upheld Refuse and recycling 04-Dec-2024

Summary: Mrs X complained the Council failed to collect her household and recycling waste and respond when she reported the missed collections. We find the Council at fault in relation to the missed collections which caused Mrs X avoidable frustration, distress, and inconvenience. The Council has already apologised to Mrs X. The Council has agreed to make a symbolic payment for the injustice caused.

Swindon Borough Council (24 012 933)

Statement Upheld Refuse and recycling 16-Dec-2024

Summary: We have decided not to investigate Mr X’s complaint about missed recycling bin collections. The Council has upheld the complaint and agreed to remedy their injustice by taking appropriate action.

Swindon Borough Council (24 003 899)

Statement Upheld Highway repair and maintenance 13-Jan-2025

Summary: Ms W complained the Council failed to accept responsibility for flooding and has not taken corrective action to fix defective road drainage. We have found the Council at fault for failing to complete repair work to damaged drainage. To remedy the injustice caused the Council has agreed to apologise to Ms W and repair the defective road drainage.