Mr A complained that Flintshire County Council (“the Council”) failed to collect his waste and respond to his complaint.
The Ombudsman found that the Council had logged 17 missed waste collections within a 6 month period despite Mr A’s complaint in July 2025. The Council could not locate Mr A’s complaint response. The Council then closed Mr A’s complaint in August 2025 as part of a clean-up process, even though there had been 8 missed collections logged since Mr A’s original complaint. The Ombudsman found that, although the Council had since taken action to closely monitor Mr A’s collections for a period, no regard had been given to the impact of the missed collections on Mr A, in terms of having to dispose of his own waste and repeatedly chase up the Council.
The Ombudsman therefore, instead of investigating, sought and gained the Council’s agreement to transfer Mr A £250 as a time and trouble payment within 2 weeks.