The Ombudsman's final decision
Summary: We will not investigate Miss X complaint about a late council tax bill. This is because the Council has agreed to provide a remedy. It is unlikely we would achieve more if we investigated.
The complaint
Miss X complained about a delayed council tax bill for missed payments over four years. She states she was unaware of the missed payments and thought this was included in her rent in temporary accommodation.
The council did not inform her about her liability until four years later.
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 contacted the Council about a possible remedy for the complaint.
I considered the Ombudsman’s Assessment Code.
My assessment
Miss X said she thought her rent payment included council tax, and stated it was not her fault the council tax was unpaid.
The Council said a communication error between departments meant the council tax team did not know that Miss X was living in the property. This led to the Council not issuing bills.
After Miss X complained to us, the council said it would remedy the matter by writing off all arrears. This is more than we would be likely to achieve if we investigated and is in line with what Miss X was seeking.
Agreed action
The council is going to write off the arrears. I invite the council to write to Miss X to confirm this within one month of today’s date.
Final decision
We will not investigate this complaint. This is because the Council has now provided a satisfied remedy. We would be unlikely to achieve more if we investigated.
Investigator's decision on behalf of the Ombudsman