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PSOW (Public Services Ombudsman for Wales) decision

Caerphilly County Borough Council

Decided 27 February 2025 Reference PSOW-202408236 Outcome: Resolved / Early Resolution Sector: Local Government Category: Refuse collection. recycling and waste disposal Body on this site: Caerphilly County Borough Council

Original decision on the PSOW (Public Services Ombudsman for Wales) website ↗ All PSOW decisions

Themes assigned by this site (AI-generated): Environmental policy funding

Full decision

Decision (the PSOW's words)

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.

From: PSOW (Public Services Ombudsman for Wales), decision PSOW-202408236, 27 February 2025