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 : Upheld Decision date : 25 Mar 2026
The Ombudsman's final decision
Summary: We have upheld Ms Y’s complaint about the Council’s pursuit of council tax debts. The Council have agreed to a suitable remedy.
The complaint
Ms Y complains the Council did not stop enforcement action when she notified it she had entered into an Individual Voluntary Arrangement (IVA).
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 considered the Ombudsman’s Assessment Code.
My assessment
In June 2025, Ms Y entered into an IVA and informed the Council. The Council did not process the IVA or ask enforcement agents to stop until August 2025.
There was a two‑month delay in processing Ms Y’s IVA. This caused her avoidable stress and uncertainty.
We asked the Council to apologise to Ms Y and offer a symbolic remedy. We also asked the Council to return any money recovered from Ms Y after it was informed of the IVA. The Council has agreed to complete these actions within four weeks.
Final decision
We have upheld Ms Y’s complaint. The Council have agreed to a suitable remedy.
Investigator's decision on behalf of the Ombudsman