The Ombudsman's final decision
Summary: We will not investigate this complaint about lack of access to Ms X’s council tax account because it has been remedied.
The complaint
Ms X says that she has not been able to access her council tax account because of the Council’s IT issues.
The Ombudsman’s role and powers
We investigate complaints about ‘maladministration’ and ‘service failure’. In this statement, I have used the word ‘fault’ to refer to these. We provide a free service, but must use public money carefully. We may decide not to start or continue with an investigation if we are satisfied with the actions an organisation has taken or proposes to take. (Local Government Act 1974, section 24A(7), as amended)
How I considered this complaint
I considered information provided by the complainant and the Council.
I considered the Ombudsman’s Assessment Code.
My assessment
Ms X says that her council tax portal has not worked since October 2021 and she was chased for arrears she says she did not owe.
The Council says that the liability issues have now been resolved and they have apologised for the time and trouble caused. The Council also confirms that the council tax portal is now working correctly and she has access to the system.
I am satisfied that the Council has remedied the matter to the Ombudsman’s satisfaction.
Final decision
We will not investigate Ms X’s complaint because the matter has been remedied.
Investigator's decision on behalf of the Ombudsman