The Ombudsman's final decision
Summary: We will not investigate this complaint about the Council’s management of Mr X’s council tax account nor its failure to make its telephone line more accessible for disabled users. This is because an investigation would not lead to a different outcome for Mr X.
The complaint
Mr X complained about the Council’s management of his council tax account. He also complained that the Council’s telephone line was not accessible for disabled users.
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 impact 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 or continue an investigation if we decide: we could not add to any previous investigation by the organisation, or further investigation would not lead to a different outcome.
(Local Government Act 1974, section 24A(6), as amended, section 34(B))
How I considered this complaint
I considered information provided by Mr X and the Council.
I considered the Ombudsman’s Assessment Code.
My assessment
Mr X complained to the Council after he received a reminder notice for arrears on a new council tax account he had not been informed about. He also complained that contacting the Council was inaccessible for him and other users who shared his disability.
The Council apologised and explained it did not receive information showing Mr X had become a sole occupant at the property until several months later and this was when it created the account. The Council confirmed it sent Mr X a letter informing him of this and could not explain why he did not receive it.
The Council apologised for Mr X’s experience of trying to contact it and explained it would discuss the matter with its third-party supplier and update him on the outcome. The Council also gave Mr X a process to follow to make it easier for him to contact the Council in the future.
Mr X remains unhappy with the Council’s actions and wants us to find it at fault. The evidence shows the Council has explained the actions it took on Mr X’s account and apologised for the experience he had. It has also taken on board Mr X’s unhappiness regarding its accessibility and has provided Mr X with a work around whilst it is investigating ways to improve the service. These actions are in line with what we would expect the Council to do. An investigation would be unlikely to result in a different outcome.
Final decision
We will not investigate Mr X’s complaint because an investigation would not lead to a different outcome.
Investigator's decision on behalf of the Ombudsman