The Ombudsman's final decision
Summary: We will not investigate this complaint about the Council’s delay in issuing Miss X’s council tax bill. This is because an investigation would not achieve a different outcome for her.
The complaint
Miss X complained the Council delayed issuing her council tax bill for approximately six months.
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 Miss X and the Council.
I considered the Ombudsman’s Assessment Code.
My assessment
Miss X told the Council she was no longer exempt from paying council tax but did not receive a bill for six months. She complained about the delay to the Council.
The Council apologised and explained a system backlog caused the delay. The Council told Miss X she could pay the bill over an extended period, but she would need to complete an expenditure form.
Miss X wants us to find the Council at fault. The evidence shows the Council has apologised and explained the delay in sending the bill. The Council has offered Miss X an extended payment plan, it is open to her to make use of this offer. These were reasonable actions for the Council to take. An investigation would not lead to a different outcome.
Final decision
We will not investigate Miss X’s complaint because an investigation would not lead to a different outcome.
Investigator's decision on behalf of the Ombudsman