The Ombudsman's final decision
Summary: We will not investigate this complaint about the Council’s refuse service. This is because further investigation would not lead to a different outcome.
The complaint
Miss X complained the Council failed to collect waste from her block of flats on multiple occasions.
She said the Council did not respond to her complaint properly or follow its complaints policy.
She said missed collections created an unsanitary environment for residents and they had to pay for private collections. She wants an apology and a review of the service charges.
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 the complainant and the Council.
I considered the Ombudsman’s Assessment Code.
My assessment
The Council responded to Miss X’s complaint and apologised that it had not delivered its service effectively. It said it completed a review and identified a fundamental issue with its service delivery.
The Council explained to Miss X it had implemented a new service model which it communicated to her property housing association in August 2025. It said the housing association agreed to fund provision for bins in accordance with the Council’s policy.
The Council said it addressed the immediate concerns by completing a site visit to empty the bins. The Council said it allocated an Officer to ensure the waste contractor was reminded of collections at Miss X’s property.
We will not investigate this complaint. The Council reviewed its process and implemented a new service model due to the concerns Miss X raised. It communicated the change to the housing association. It provided a clear explanation to Miss X of the refuse collection point, bin storage design and how it managed the pest issues. These are appropriate actions to remedy the injustice caused to Miss X and further investigation would not lead to a different outcome.
It is not a good use of public resources to investigate complaints about complaint procedures, if we are unable to deal with the substantive issue.
Final decision
We will not investigate Miss X’s complaint because further investigation would not lead to a different outcome.
Investigator's decision on behalf of the Ombudsman