Mrs X complained that Caerphilly County Borough Council had repeatedly failed to collect her waste and recycling. The Ombudsman found that the Council had not provided accurate information to Mrs X. The Ombudsman found that the lack of accurate information contributed to the Mrs X’s bins not being collected for long periods of time. The Ombudsman said that this caused frustration and inconvenience to Mrs X and decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to, within 1 month: Apologise to Mrs X for the missed collections and the incorrect information provided to her.
Offer Mrs X £150 redress for the inconvenience caused.
Inform refuse staff involved in the collection of Mrs X’s waste and recycling that her bins should be collected according to the information provided on the Council’s website from now on.