Ms X complained that the Council had failed to collect her waste and despite complaining repeatedly, the non-collections were still occurring.
The Council acknowledged the repeated failings and as an alternative to an investigation by the Ombudsman, agreed to undertake the following in settlement of Ms X’s complaint:
1. Provide a formal written apology to Ms X.
2. Financial redress to Ms X in the sum of £50, in recognition of the time and trouble to which she had been put in repeatedly complaining about this matter.
3. A commitment to monitor/audit compliance with her collection service for the next 4 months.
4. In the event of further failed collections a telephone call to be placed to Ms X to apologise and to confirm rectification will be achieved within 48 hours.