The Ombudsman's final decision
Summary: We will not investigate Miss X’s complaint about two missed garden waste collections. This is because Miss X has not suffered a significant personal injustice which would justify an investigation.
The complaint
Miss X complained the Council failed to collect her garden waste on two occasions. Miss X says these were the first two scheduled collections of the Council’s new garden waste collection service. This costs £57.50 per year for collections every two weeks.
The Ombudsman’s role and powers
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 any injustice is not significant enough to justify our involvement. (Local Government Act 1974, section 24A(6), as amended, section 34(B))
How I considered this complaint
I considered information provided by the complainant.
I considered the Ombudsman’s Assessment Code.
My assessment
We will not start an investigation into Miss X’s complaint. Missed collections are frustrating. But the cost of the two missed collections is less than five pounds. We are funded by the public purse and have an obligation to use our limited resources in an effective, efficient, and economic manner. We only investigate the most serious cases. Miss X has not suffered a personal injustice which is significant enough to justify public money being spent on an investigation or the pursuit of a financial remedy.
Final decision
We will not investigate Miss X’s complaint because she has not suffered a significant personal injustice.
Investigator's decision on behalf of the Ombudsman