on the lessons that can be learnt from our complaints about end of life care given in care homes and in the home.
Category : Benefits and tax > Council tax Decision : Closed after initial enquiries Decision date : 17 Mar 2026 The complaint
The Ombudsman’s role and powers
How I considered this complaint
My assessment
Final decision
The Ombudsman's final decision
Summary: We will not investigate this complaint about the Council’s handling of Miss X’s council tax account. This is because an investigation would be unlikely to find fault with the Council’s actions.
The complaint
Miss X complained the Council mishandled her council tax account and took unnecessary enforcement action against her.
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 Miss X and the Council.
I considered the Ombudsman’s Assessment Code.
My assessment
Miss X complained the Council mishandled her council tax account, causing her confusion. She said the Council took enforcement action unnecessarily without explanation.
The Council did not uphold the complaint. The Council explained that Miss X had missed several council tax payments and therefore she had lost the right to pay in instalments. The Council further explained that it had sent reminder letters before taking enforcement action.
Miss X is unhappy with the Council’s actions and wants us to find it at fault. The evidence shows the Council has provided Miss X with a clear and detailed summary of the actions it has taken in relation to her account. The information provided is in line with the Council’s policy and there is nothing to suggest the Council has acted with fault in how it has managed Miss X’s account. An investigation would therefore be unlikely to result in finding fault with the Council’s actions.
Final decision
We will not investigate Miss X’s complaint because an investigation would be unlikely to find fault with the Council’s actions.
Investigator's decision on behalf of the Ombudsman