Mr A complained that Caerphilly County Borough Council failed to consistently collect his household waste for over twelve months. Mr A said that non-collection remained an issue both with and without the assisted lift scheme, and at two different properties.
The Ombudsman decided that the Council’s records showed that it had escalated Mr A’s most recent concerns for investigation, but it had not provided Mr A with a formal response. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to apologise to Mr A that he had to contact the Ombudsman, offer Mr A the opportunity to discuss his current concerns about waste collection, investigate Mr A’s concerns, and provide a formal response explaining any issues identified and any proposed action to remedy the issues, within one month.