Ms L complained that she had encountered difficulties with her Council Tax payments and understanding the amounts presented to her. She further complained that Caerphilly County Borough Council failed to provide help and support in resolving her concerns.
The Ombudsman concluded that the Council failed to appropriately communicate the Council Tax payments to Ms L and said that this had caused her confusion and frustration.
As an alternative to an investigation, the Ombudsman sought and gained the Council’s agreement to write to Ms L and provide a detailed summary of the current outstanding Council Tax balance, and the amounts going forward. The Council agreed that it would action this within 30 working days.