Mr Q complained that Cardiff Council had missed various food waste collections. He also complained that the Council had failed to communicate with him effectively.
The Ombudsman found that the Council had failed to provide a full and detailed response about what went wrong with the collections and had provided Mr Q with incorrect information. She said this caused additional frustration and uncertainty for Mr Q. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to write to Mr Q, within 1 week, apologising for the incorrect information and explain what went wrong with the collections. The Council also agreed to remind the Collections and Cleansing Supervisor of the need to collect all refuse/waste and to monitor the collections for 3 months.