The Ombudsman's final decision
Summary: We will not investigate Mr X’s complaint about the Council’s delay in issuing his council tax bill. This is because an investigation by the Ombudsman would not achieve a different outcome.
The complaint
Mr X complained the Council delayed issuing a council tax bill for approximately five months.
Mr X said this issue caused financial strain and emotional distress because he was asked to pay the arrears. He wanted the Council to: remove five months’ council tax charges from his bill; and implement an affordable repayment plan for the council tax after the period of delay.
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: we could not add to any previous investigation by the organisation, or further investigation would not lead to a different outcome.
(Local Government Act 1974, section 24A(6), as amended, section 34(B))
How I considered this complaint
I considered information provided by the complainant.
I considered the Ombudsman’s Assessment Code.
My assessment
Mr X moved address in May 2025. He said he notified the Council of the change of address, but it did not issue him with a council tax bill until October 2025.
The Council accepted its delay and apologised to Mr X. It explained this was due to internal difficulties it was experiencing at the time. It confirmed no additional fees had been incurred due to the delay.
The Council advised Mr X to contact its council tax department to arrange payment. It added he could arrange a payment plan which would consider his financial circumstances and could apply for a bill reduction due to his financial needs.
The Council has taken steps to address the inconvenience caused to Mr X by the delay. It is open to Mr X to make use of these offers. An investigation by the Ombudsman would not lead to a different outcome.
Final decision
We will not investigate Mr X’s complaint because an investigation would not lead to a different outcome.
Investigator's decision on behalf of the Ombudsman