Miss A complained that the Council had not collected her hygiene waste, despite the assurances provided to her in the Council’s written response to her complaint.
The Ombudsman found that whilst the Council had told Miss A that a crew would return to collect her hygiene waste and practical monitoring measures, such as confirmation calls from the crew to a supervisor each time her waste was collected over a period of time, would be implemented, Miss A’s hygiene waste was not collected. The Ombudsman accepted that the Council had failed to act on the assurances provided to Miss A and ensure consistent hygiene waste collections.
The Ombudsman sought and gained the Council’s agreement to contact Miss A, within 1 week, to arrange for her outstanding waste to be collected and to issue a letter of apology to Miss A, within 2 weeks for their failings. The Council also agreed to complete an investigation, within 4 weeks, into why Miss A’s waste was not collected. Within 2 weeks of the completion of the investigation, the Council agreed to implement practical measures to address their failings and write to Miss A setting out the outcome and actions of the investigation.