The Ombudsman's final decision
Summary: We will not investigate this complaint about council tax account handling. This is because the Council has, at our invitation, agreed to provide an improved remedy for the potential injustice caused by its faults.
The complaint
Ms X complains the Council delayed correcting her council tax liability. It had inspected in February 2025 and advised her she was not liable. However, it then sent her a summons in June 2025, and then revised the account in July 2025. She says there were also significant delays responding to her complaints.
The Ombudsman’s role and powers
We investigate complaints about ‘maladministration’ and ‘service failure’. In this statement, I have used the word fault to refer to these. We provide a free service but must use public money carefully. We may decide not to start or continue with an investigation if we are satisfied with the actions an organisation has taken or proposes to take. (Local Government Act 1974, section 24A(7), as amended).
How I considered this complaint
I considered information provided by the complainant and the Council. I also considered the Ombudsman’s Assessment Code.
My assessment
If we were to investigate it is likely we would find fault causing the complainant injustice. This is because the Council had the information to correct the account or put a hold on it for four months, but it failed to do so. The Council then sent a summons which caused distress and inconvenience. The Council also delayed significantly in responding to Ms X’s complaints.
In my view the £50 financial remedy the Council offered in its final complaint response is not sufficient.
Agreed action
The Council has agreed to resolve the complaint by increasing the financial remedy it offered to £120 to recognise the anxiety and inconvenience it caused.
The Council agreed to complete the agreed remedy within one month of the date of this decision statement.
Final decision
We will not investigate Ms X’s complaint because the Council agreed to our recommendation to remedy the potential injustice.
Investigator's decision on behalf of the Ombudsman