Mr A complained that following a new system for refuse collection in their area, there had been missed collections. When a complaint was raised about this issue with Cardiff Council, responsible for the collections, there had been a delay with the response received. Further escalation was requested following the response due to Mr A experiencing ongoing issues with the refuse collection and the response not addressing these concerns.
The Ombudsman considered that Mr A had not had a full response to their complaint and contacted the Council, which agreed to undertake the following actions to resolve the complaint and as an alternative to a formal investigation: · To provide a further response following the escalation request within 2 weeks. This should detail to the complainant the action being taken to address the concerns.