The Ombudsman's final decision
Summary: We will not investigate Miss X’s complaint that the Council failed to collect her household waste on one occasion in December 2025. The claimed injustice is not significant enough to warrant an investigation by the Ombudsman.
The complaint
Miss X complained the Council failed to: collect her household waste on one occasion in December 2025; consider its duties under the Equality Act 2010 for the impact of suspending services; and communicate with her effectively about the matter.
Miss X said the matter caused her distress and uncertainty.
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
We will not investigate this complaint. The Council collected Miss X’s waste within a matter of days following the original suspension of services. Any remaining injustice caused by the issues Miss X raised is not significant enough to warrant an investigation by the Ombudsman.
Final decision
We will not investigate Miss X’s complaint because the claimed injustice is not significant enough to warrant an investigation by the Ombudsman.
Investigator's decision on behalf of the Ombudsman