Source · PSOW (Public Services Ombudsman for Wales)

Caerphilly County Borough Council

PSOW (Public Services Ombudsman for Wales) Resolved / Early Resolution Reference PSOW-202408236 Sector Local Government Category Refuse collection. recycling and waste disposal Decided 27 February 2025

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Environmental policy funding

Full decision

Miss B complained that Caerphilly County Borough Council failed to respond to a complaint concerning repeated missed refuse/recycling collections.

The Ombudsman found that the Council failed to explain to Miss B that her complaint was being dealt with as a service request. This caused additional frustration and inconvenience for Miss B. She decided to settle the complaint without an investigation.

The Ombudsman sought and gained the Council’s agreement to write to Miss B to apologise, to log a complaint and issue a formal response within 4 weeks.

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