The Ombudsman's final decision
Summary: We will not investigate this complaint about how the Council informed Miss X of her outstanding council tax balance. This is because there is not enough evidence of fault to justify our involvement.
The complaint
Miss X complained she did not receive the Council’s letters regarding an outstanding balance when she closed her council tax account. She said the Council was not willing to help and increased the amount owed. She wants the Council to listen to the call recording when the agent closed the account.
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 there is not enough evidence of fault to justify investigating. (Local Government Act 1974, section 24A(6), as amended, section 34(B))
How I considered this complaint
I considered information provided by the complainant and the Council.
I considered the Ombudsman’s Assessment Code.
My assessment
Miss X said the Council did not inform her of her outstanding council tax balance when she closed her account in March 2025.
The Council sent two letters to the address Miss X provided outlining her outstanding balance in March 2025. It sent another letter stating that if the amount was not paid, it would issue a summons.
The Council sent a text message to Miss X about the outstanding balance in May 2025 followed by a letter including the summons costs. The Council did not receive payment, and the court granted a liability order. The Council then agreed an instalment plan with Miss X.
We will not investigate this complaint. The Council informed Miss X of her outstanding council tax balance by letter using the address she provided. It included a breakdown of the outstanding costs and costs incurred from the summons and liability order. There is not enough evidence of fault to justify the Ombudsman’s involvement.
Final decision
We will not investigate Miss X’s complaint because there is not enough evidence of fault to justify our involvement.
Investigator's decision on behalf of the Ombudsman