The complaint
Ms X complains that the Council closed her Council tax support claim in error which caused her financial distress.
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 support claim was cancelled without warning in January 2023. The Council accepts that this was done in error following information relating to a different claimant.
The Council reopened the claim immediately but then accidentally closed the claim again in July 2023. The claim has now been reassessed and the Council has apologised and offered compensation of £75. The Council has also amended its procedures to avoid a similar mistake recurring.
I am satisfied that this is a sufficient remedy to the complaint and there are no grounds therefore to investigate the complaint further.
Final decision
We will not investigate Mr X’s complaint because the matter has been remedied.
Investigator's decision on behalf of the Ombudsman