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Category : Benefits and tax > Council tax Decision : Closed after initial enquiries Decision date : 18 Feb 2026
The Ombudsman's final decision
Summary: We will not investigate this complaint about how the Council handled council tax arrears. There is insufficient evidence of fault and further investigation would not lead to a different outcome.
The complaint
Mr X complained he was prevented from setting up a Direct Debit to pay for his council tax and the Council failed to deal with his requests properly. He said he faced enforcement action and had to go into his overdraft to pay enforcement agents. He said the Council’s mishandling has had serious financial and emotional impact on him. He wanted the Council to pay him compensation and provide a formal apology.
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, or further investigation would not lead to a different outcome, or (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
Mr X set up an online account for his council tax in December 2024. In its complaint response, the Council set out a timeline of communications and actions relating to Mr X’s council tax. This included when the Council issued bills, reminders and summons for council tax in March and May 2025.
Mr X complained the Council prevented him setting up a direct debit to pay his council tax. In its Complaint response, the Council informed Mr X that he could not set up a direct debit in June 2025, because a summons had already been issued for his council tax.
Mr X said he had to go into his overdraft to pay enforcement agents. The Council advised Mr X he could arrange a payment plan with the enforcement agents in May 2025.
We will not investigate this part of the complaint. The Council took steps to remind Mr X about his council tax before referring his arrears to enforcement agents. It advised Mr X he could arrange a payment plan with the enforcement agents for the 2024 council tax debt. There is insufficient evidence of fault in how the Council handled this matter to justify investigation.
In its complaint response, the Council acknowledged that it had delayed in responding to Mr X’s emails, and had not resolved his queries. It apologised for the issues with communication and waived the enforcement fees originally charged to Mr X.
Further investigation of this part of the complaint would not lead to a different outcome. The Council apologised for communication issues and waived the enforcement fees.
Final decision
We will not investigate Mr X’s complaint because there is insufficient evidence of fault and further investigation would not lead to a different outcome.
Investigator's decision on behalf of the Ombudsman