The Ombudsman's final decision
Summary: We will not investigate this complaint about the failure to return bins to the correct location after they are emptied. We consider the Council’s apologies and correction of the service an appropriate remedy.
The complaint
Mr X complains the Council failed to return his recycling bins to the correct location after emptying them.
The Ombudsman’s role and powers
We 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. We may decide not to start or continue with 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.
I considered the Ombudsman’s Assessment Code.
My assessment
Mr X complained to the Council that crews did not return his recycling bins to the correct location.
The Council apologised and said it would monitor the collections.
Unfortunately the refuse crews continued to fail to return the bins to the correct location. Mr X contacted the Council again.
Following further investigation the Council apologised again to Mr X. It issued reminders to the collection crew and carried out further monitoring. It satisfied the crews are now returning the bins to the correct location.
Mr X confirms the Bins are being returned correctly. He can raise a new complaint with the Council if it fails to return the bins to the correct location in the future.
Final decision
We will not investigate Mr X’s complaint. The matter appears to be resolved and we are satisfied with the actions the Council has taken.
Investigator's decision on behalf of the Ombudsman