The Ombudsman's final decision
Summary: We will not investigate Miss X’s complaint about the Council’s administration of her council tax in 2000. This is because this complaint was received outside the normal 12-month period for investigating complaints. There is no evidence to suggest that Miss X could not have complained to us sooner.
The complaint
Miss X says she contacted the Council in 2000 about not being able to pay her council tax due to being furloughed during Lockdown. She says the Council failed to respond.
Miss X says she is now being chased by the Council’s enforcement agents for council tax due in 2020. Miss X says she suffered humiliation and stress when the agents stuck a letter on an entrance door. She would like a full statement of accounts and a payment plan to resolve this amicably.
The Ombudsman’s role and powers
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) We cannot investigate late complaints unless we decide there are good reasons. Late complaints are when someone takes more than 12 months to complain to us about something a council has done. (Local Government Act 1974, sections 26B and 34D, as amended).
How I considered this complaint
I considered the information provided by the complainant and the Council.
I considered the Ombudsman’s Assessment Code.
My assessment
We will not investigate this complaint which was received outside the normal 12-month period. Miss X says she contacted the Council in 2020 and heard nothing back. Given the seriousness of her financial position, I would have expected her to follow this up at the time. The usual time period for us to accept complaints is from when someone became aware of the matter they wish to complain about. We would expect someone to complain to us within a year, even if they had not heard anything back from the Council or even if it was during lockdown. I have not seen any information to indicate Miss X could not have complained within time.
Final decision
We will not investigate this complaint about the Council’s administration of Miss X’s council tax in 2020. This complaint was received outside the normal 12-month period for investigating complaints. There is no evidence to suggest that Miss X could not have complained to us sooner.
Investigator's decision on behalf of the Ombudsman