Mrs X complained that Cardiff Council failed on several occasions to collect her Assisted Lift (“AL”) waste collections in line with its AL policy.
The Ombudsman concluded that the Council had failed to maintain regular AL waste collections, and despite a previous complaint, had failed to monitor the collections. The Ombudsman said this caused uncertainty, frustration, and inconvenience to Mrs X. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement that within 3 weeks of the Ombudsman’s decision, it will write to Mrs X to apologise for the inconvenience she has suffered, and provide written assurances that the matter will be logged and monitored by its Collections Team Manager for the next 3 months.