The Ombudsman's final decision
Summary: We will not investigate this complaint about missed recycling collections. The complainant has confirmed collections are now made according to the published schedule. We consider further investigation would not lead to a different outcome.
The complaint
X complains the Council repeatedly failed to return to collect missed recycling waste, despite assuring them that they would do so.
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 X and the Council.
I considered the Ombudsman’s Assessment Code.
My assessment
The Council confirms it has installed new technology in its trucks, so crews are aware of all assisted collections as they complete their rounds. It also confirms monitoring will take place.
X confirms the excess missed waste was collected. And that collections are now taking place according to schedule.
Final decision
We will not investigate X’s complaint. I acknowledge there was fault which led to the complaint. However, from the information provided by X it appears the matter is resolved. I consider further investigation will not lead to a different outcome
Investigator's decision on behalf of the Ombudsman