The Ombudsman's final decision
Summary: We will not investigate this complaint about the Council’s handling of a student council tax exemption as the outcome Mrs X sought has now been provided.
The complaint
Mrs X complained the Council did not apply a student exemption to her council tax account or enable her to set up a payment agreement to pay off arrears. Mrs X wanted the Council to facilitate these two things.
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 effect 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 an investigation if we decide the tests set out in our Assessment Code are not met. (Local Government Act 1974, section 24A(6), 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
The Council has told us that a student exemption has now been applied to Mrs X’s account and a payment plan set up. It also told us that Mrs X had told the Council she was satisfied with this outcome. As such, as Mrs X’s desired outcome has been provided, I cannot see grounds to justify our further involvement.
Final decision
We will not investigate Mrs X’s complaint because the Council has taken the action she had wanted.
Investigator's decision on behalf of the Ombudsman