The Ombudsman's final decision
Summary: We will not investigate this complaint about the Council’s failure to collect a bulky waste collection. We are satisfied with the Council’s proposed actions to resolve the complaint. Further investigation is unlikely to lead to a different outcome.
The complaint
Mr X complains the Council failed to collect a bulky waste collection which he had paid for.
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 further investigation would not lead to a different outcome. (Local Government Act 1974, section 24A(6), as amended, section 34(B))
How I considered this complaint
I considered information provided by Mr X and the Council.
I considered the Ombudsman’s Assessment Code.
My assessment
Mr X paid for bulky waste collection. He left the item at his refuse collection point.
The Council did not collect the item. It told Mr X the item was not at the collection point when the crew arrived. It sent a photograph of the collection point.
Mr X told the Council the crew had attended the wrong collection point.
In response to our enquiries the Council says there are two collection points and its crew failed to check them both. To resolve the complaint the Council says it will: make a full apology to Mr X refund the fee he paid for the bulky item collection pay him £50 compensation; and confirm it has identified all refuse collection points for his residential area
Final decision
We will not investigate Mr X’s complaint because we are satisfied with the Council’s proposed actions to resolve Mr X’s concerns. Further investigation is unlikely to lead to a different outcome.
Investigator's decision on behalf of the Ombudsman