The Ombudsman's final decision
Summary: We will not investigate Mrs X’s complaint that the Council failed to collect her garden waste on one occasion in July 2025. The claimed injustice is not significant enough to warrant an investigation.
The complaint
Mrs X complained the Council failed to collect her garden waste on one occasion in July 2025.
Mrs X said the matter caused her frustration.
Mrs X wants the Council to refund the cost of the missed collection.
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 any injustice is not significant enough to justify our involvement. (Local Government Act 1974, section 24A(6), as amended, section 34(B))
How I considered this complaint
I considered information provided by the complainant.
I considered the Ombudsman’s Assessment Code.
My assessment
The Council offers a paid-for garden waste collection service. It charged £45 for the year April 2025 – March 2026. Mrs X paid for the service.
In July 2025 the Council failed to collect Mrs X’s garden waste. Mrs X complained to the Council. The Council responded and said the reason for the missed collection was because it had moved to a new digital system and some issues arose during the transition. It apologised for the missed collection.
Mrs X remained dissatisfied. Mrs X wants the Council to refund the cost of the missed collection.
Analysis We will not investigate this complaint. The Council is set to undertake a total of 21 garden waste collections during the 2025-2026 period. Therefore, the cost per collection is approximately £2.14.
Our role is to consider complaints where the person bringing the complaint has suffered significant personal injustice as a direct result of the actions or inactions of the organisation. This means we will normally only investigate a complaint where the complainant has suffered serious loss, harm, or distress as a direct result of faults or failures. We will not normally investigate a complaint where the alleged loss or injustice is not a serious or significant matter.
The Council already apologised for the missed collection. Any remaining injustice is not significant enough to warrant our involvement. Therefore, we will not investigate.
Final decision
We will not investigate Mrs X’s complaint because the alleged injustice is not significant enough to warrant an investigation by the Ombudsman.
Investigator's decision on behalf of the Ombudsman