The Ombudsman's final decision
Summary: We will not investigate this complaint about a council tax payment arrangement. This is because the Council has agreed to remedy the injustice.
The complaint
Ms J complains the Council failed to properly consider a council tax payment arrangement and did not take account of her outgoings and her family circumstances. She says this caused her financial hardship.
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 also considered the Ombudsman’s Assessment Code.
My assessment
Ms J contacted the Council to request a payment arrangement for council tax. The Council had previously taken deductions from her pay. The Council agreed but when a direct debit was set up Ms J had paid £200 cash. She cancelled the direct debit. The Council had then restarted the deductions from her pay.
Ms J complained about the way the Council had handled matters. She sent a new income and expenditure form and explained her difficult family circumstances.
The Council did not uphold Ms J’s complaint. It said it each budgeting form was considered on its own merits, and were properly considered.
If we investigated this complaint it is likely we would find the Council at fault because it is not clear how it considered Ms J’s new information in her revised budget form and her family circumstances when deciding a payment arrangement.
At our invitation the Council agreed to consider Ms J’s new budget form and her circumstances when deciding a payment arrangement
Agreed action
The Council has agreed within one month of my decision to write to Ms J explaining how it considered her new information and the reasons for its decision.
Final decision
We will not investigate Ms J’s complaint because the Council has agreed to resolve the complaint early by providing a proportionate remedy for the injustice caused.
Investigator's decision on behalf of the Ombudsman