Statement Not upheld Council tax support 09-Aug-2021
Summary: Mr X complained about the Council's failure to make reasonable adjustments when dealing with his enquiries about Council Tax Support. We do not find fault with how the Council dealt with this matter.
Statement Upheld Council tax support 05-Jul-2021
Summary: Mr X complains about the way council tax support correspondence is written by the Council. The Ombudsman will not investigate this complaint because the matter has been remedied and a right of appeal exists for any dispute about any decisions.
Statement Upheld Council tax support 25-May-2021
Summary: Miss X complained the Council ignored that she was a joint tenant and paid her the wrong amount of council tax reduction. There was fault with how the Council awarded Miss X council tax reduction and investigated her complaint. The Council offered to write off the overpayment. It also agreed to apologise, pay Miss X a financial remedy for the distress and frustration it caused and arrange affordable repayments for any remaining arrears. We are satisfied with the agreed remedies and have therefore completed our investigation.
Statement Not upheld Council tax support 21-May-2021
Summary: Ms X complained the Council used the wrong date in a benefit appeal; failed to deal with her council tax support appeal request and failed to deal with a request to review her housing benefit claim due to changes in her tax credit entitlement causing her stress and inconvenience. The benefit appeal forwarded to the Tribunal Service was correct and based on the date stated by Ms X. The Council provided Ms X with details of how to make a council tax support appeal and she did not do this. Ms X has not been caused a significant injustice as a result of the Council not dealing with a complaint in a timely manner.
Statement Upheld Council tax support 13-Apr-2021
Summary: Miss X complained about the Council's handling of her correspondence about its use of marked envelopes, which caused stress. The Council admitted it made mistakes writing to Miss X. It apologised and offered Miss X a £300 good faith payment. We found the Council's actions satisfactory, but it should provide a further apology for its poorly worded final letter to Miss X that suggested it agreed use of marked envelopes was unacceptable. The Council agreed to the further apology, but Miss X did not want an apology.
Statement Not upheld Council tax support 17-Mar-2021
Summary: The Ombudsman found no fault on Mr T's complaint about the way the Council dealt with his Council Tax account. The Council reassessed his council tax reduction within a month of receiving details of his Universal Credit claim. It reassessed it monthly as his Universal Credit claim changed monthly. There was no evidence of an £800 overcharge. Parts of Mr T's complaint are outside the Ombudsman's jurisdiction.
Statement Upheld Council tax support 01-Feb-2021
Summary: We cannot investigate part of this housing benefit complaint because the complainant appealed to the tribunal. We will not investigate another part of the complaint because the Council has offered a fair remedy.
Statement Not upheld Council tax support 27-Jan-2021
Summary: Mr X complained the Council failed to properly advise him when he called it in May 2019 to discuss his entitlement to Council tax reduction. He also complained the Council failed to keep a record of his call. I have discontinued my investigation. This is because there is no evidence supporting Mr X's statements and no evidence of fault on the part of the Council.
Statement Upheld Council tax support 14-Jan-2021
Summary: Miss X complains the Council did not properly deal with her Council Tax bills and her Council Tax Support. The Council is at fault because it did not deal with her complaint properly and sent Miss X confusing information and multiple bills with different amounts to pay. Miss X was unsure about what she had to pay. The Council has agreed to apologise to Miss X and pay her £100 for her time and trouble.
Statement Upheld Council tax support 11-Nov-2020
Summary: The Ombudsman found fault by the Council on Miss F's complaint about the way it handled her housing benefit and council tax reduction claims. It wrongly told her she could appeal a suspension decision. It failed to provide a copy of a letter it sent in response to her appeal request. It delayed dealing with her request to appeal its decision to end her claims by 4 months. It failed to act on a separate appeal to add her baby to the household. The agreed action remedies the injustice caused.