Summary: We will not investigate this complaint about missed household waste and recycling collections. This is because Ms X has not suffered a personal injustice significant enough to warrant an investigation. Even if we did investigate it would not lead to a different outcome.

The complaint

1. Ms X complained the Council had failed to collect her household waste and recycling on a number of occasions. Ms X says the missed collections have affected her wellbeing and the Council should pay compensation.

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The Ombudsman’s role and powers

2. We investigate complaints about ‘maladministration’ and ‘service failure’, which we call ‘fault’. We must also consider whether any fault has had an adverse impact on the person making the complaint, which we call ‘injustice’. We provide a free service, but must use public money carefully. We do not start or continue an investigation if we decide:

• any injustice is not significant enough to justify our involvement, or
• we could not add to any previous investigation by the organisation, or
• further investigation would not lead to a different outcome. (Local Government Act 1974, section 24A(6), as amended, section 34(B))

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How I considered this complaint

3. I considered information provided by the complainant.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. We will not start an investigation into Ms X’s complaint. We are funded by the public purse and have an obligation to use our limited resources in an effective, efficient, and economic manner. We only investigate the most serious cases.
6. Missed collections are frustrating and can be inconvenient. But in this case the number of collections missed is not significant enough to warrant our involvement. The Council’s responses to Ms X’s complaint refer to three missed collections – but it is not clear if these were logged with the Council at the time they were missed. Two other issues were raised with the Council when they happened, and the Council returned to collect the waste.
7. So, while I understand Ms X’s frustration, she has not suffered a personal injustice which is significant enough to justify public money being spent on an investigation or the pursuit of a financial remedy. The Council agreed to monitor Ms X’s collections. This is what we would expect if we investigated. It is also unlikely we would recommend an additional remedy if we did start an investigation. Any further issues should be reported directly to the Council as it is in the best position to respond.

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Final decision

8. We will not investigate Ms X’s complaint. Ms X has not suffered a significant personal injustice and investigation would not lead to a different outcome.

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Investigator's decision on behalf of the Ombudsman