Mr K complained that the Council had not responded to a complaint raised, in February 2025, concerning repeated missed refuse/waste collections.
The Ombudsman found that the Council failed to deal with the complaint which caused additional frustration and uncertainty for Mr K. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to immediately escalate Mr K’s complaint to Stage 2 and to write to him with its apology and confirmation of escalation. It also agreed to issue its complaint response within 3 weeks.