Mr B complained about waste management by Cardiff Council. He complained that the Council’s Assisted Lift waste collection service had consistently failed to collect his waste. Mr B also complained that, following investigation of his complaint, the Council had inappropriately changed his waste collection point without appropriate consideration of his needs.
The investigation found that there were regular failures to collect Mr B’s waste from his agreed collection point. This complaint was upheld.
It was found that the Council has undertaken appropriate consideration of Mr B’s needs when it decided to remove his collection point. This complaint was not upheld.
However, if the Council had addressed the issues with the rear lane collection point earlier, this may have meant Mr B would not have experienced a number of years of failed waste collections, frustration and distress.
The Council agreed to apologise to Mr B for the missed waste collection, not addressing the cause of the issue earlier and the frustration, confusion and distress this had caused him. It agreed to remind relevant staff of the ability to offer a dedicated email address and single point of contact for residents experiencing difficulties with the Assisted Lift service. It also agreed to review its handling of Mr B’s complaint to identify lessons to be learned.