The Ombudsman's final decision
Summary: We will not investigate this complaint about the Council failing to address Mr X’s need for a virtual court hearing due to his disability. The Council has upheld Mr X’s complaint and withdrawn the court action. We could not add anything more by investigating.
The complaint
Mr X says the Council ignored his email requesting a virtual hearing during legal action taken against him for council tax arrears. Mr X says that, as a severely disabled person, he was unable to attend Thames Magistrates Court.
The Ombudsman’s role and powers
We investigate complaints about ‘maladministration’ and ‘service failure’, which we call ‘fault’. We must also consider whether any fault has had an adverse impact on the person making the complaint, which we call ‘injustice’. We provide a free service but must use public money carefully. We do not start or continue an investigation if we decide we could not add to any previous investigation by the organisation. (Local Government Act 1974, section 24A(6), as amended, section 34(B))
How I considered this complaint
I considered information provided by the complainant and the Council.
I considered the Ombudsman’s Assessment Code.
My assessment
The Council responded to Mr X’s email last month apologising for missing his email. It has upheld his complaint and provided a satisfactory remedy by withdrawing the court summons and removing the court costs.
Final decision
We will not investigate Mr X’s complaint because we could not add anything to the Council’s investigation.
Investigator's decision on behalf of the Ombudsman