Mr A complained about Neath Port Talbot Council’s handling of his late father’s council tax account. Mr A said that the Council’s correspondence contained unnecessary aggressive language and lacked compassion. Mr A said that the Council acknowledged where improvements could be made but refused to make any meaningful changes.
The Ombudsman decided that although the Council had informed Mr A it would look into the issues raised, it was unclear what action it would take, and it did not provide timescales. She decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Council’s agreement within 2 months to review the wording of the documents issued to the personal representative of a deceased taxpayer, review its current system to allow for the production of newly worded reminder letters to be issued in line with the recovery process, and to provide Mr A with a written summary of the outcome of the review.