Ms Z complained that Cardiff Council repeatedly failed to provide the assisted waste collection service. She also complained that the Council refused to reimburse the costs of having to arrange private waste collection.
The Ombudsman found that the Council failed to collect Ms Z’s waste despite being registered for assisted collections. This caused additional frustration and uncertainty for Ms Z. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement to arrange immediate collection of all missed waste. It also agreed to, within 2 weeks, consider invoices received from Ms Z for the private waste collections and to offer £100financial redress for time and trouble.