Mr X complained that his waste collections had been missed on multiple occasions over the last nine months.
The Ombudsman decided that the Council should provide Mr X with a written response (within 3 weeks) which should include: (1) an apology for the inconvenience that Mr X has suffered, (2) assurances that this matter will be logged with its collections team manager to ensure that staff are aware of Mr X and that every effort is made to collect his waste in future, and (3) an agreement for the collections manager to audit/monitor Mr X’s collections for the next 3 months.
The Ombudsman considered this to be an appropriate resolution to the complaint instead of conducting an investigation.