Report Date


Case Against

Pembrokeshire County Council


Refuse collection. recycling and waste disposal

Case Reference Number



Early resolution

Ms X complained that the Council repeatedly missed recycling and waste collections following a change in process of kerbside collection in November 2019.

The Ombudsman was concerned to note that despite the complaint being escalated to Stage 2 in September 2021, it had not yet been concluded. The Council therefore agreed to undertake the following action in settlement of this complaint by 28 July 2022:

1. Apologise for the delay in completing its investigation and responding.

2. Make a time and trouble payment of £50 for the inconvenience.

3. Compete the investigation and issue its Stage 2 response.