The Ombudsman's final decision
Summary: We will not investigate this complaint about the Council’s delay in updating Mr X’s council tax account. This is because the Council has already remedied any injustice Mr X suffered due to this matter.
The complaint
Mr X complained the Council delayed updating his council tax account and this caused him stress and upset. He also said the Council was insensitive in its communication with him.
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: any injustice is not significant enough to justify our involvement, or we could not add to any previous investigation by the organization.
(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 updated the Council on a change in his circumstances. However, the Council did not update his account until one month later.
Mr X complained about the delay and highlighted that this came at a difficult time for him personally. He considers the Council was insensitive in its letters to him by failing to offer condolences.
The Council apologised to Mr X and offered its condolences in its final response but did not offer a financial remedy.
Mr X wants us to find the Council at fault. The Council has apologised for the brief delay in updating the account and offered its condolences to Mr X. This is sufficient and proportionate to address any injustice Mr X experienced. The Ombudsman will not investigate complaints that have already been resolved in line with our approach prior to coming to us.
Final decision
We will not investigate Mr X’s complaint because the Council has already remedied any injustice Mr X suffered due to this matter.
Investigator's decision on behalf of the Ombudsman