The Ombudsman's final decision
Summary: We will not investigate this complaint about the Council failing to provide a replacement household waste bin since early‑November 2024. The Council has now replaced the bin, which is a satisfactory way to resolve the matter.
The complaint
Mr X complained the Council had failed to provide a replacement household refuse bin after the refuse collectors took his existing one in early‑November 2024.
The Ombudsman’s role and powers
We can investigate complaints about ‘maladministration’ and ‘service failure’. In this statement, I have used the word fault to refer to these. We provide a free service but must use public money carefully. So, we may decide not to start an investigation if we are satisfied with the actions an organisation has taken or proposes to take. (Local Government Act 1974, section 24A(7), as amended)
How I considered this complaint
I considered information provided by Mr X and the Council, which included the Council’s complaint responses and an update on the delivery of the replacement bin.
I also considered the Ombudsman’s Assessment Code.
My assessment
The Council has confirmed the replacement bin was delivered on 21 May 2025. This was the outcome Mr X sought when he complained to the Ombudsman, and I am satisfied this was an appropriate way to address the complaint.
Final decision
We will not investigate Mr X’s complaint because the Council has taken action which is a satisfactory way to resolve the matter.
Investigator's decision on behalf of the Ombudsman