Trafford Council (25 008 972)
Category : Benefits and tax > Council tax support
Decision : Closed after initial enquiries
Decision date : 20 Nov 2025
The Ombudsman's final decision:
Summary: We will not investigate this complaint about a council tax support decision. This is because it is reasonable to expect Mr X to appeal to the Valuation Tribunal.
The complaint
- Mr X complains the Council’s decision that it has overpaid council tax support for a period of nearly four years is unfair. He says his income was consistently low. The Council has now sent him a backdated council tax bill, and this has caused him anxiety and financial hardship.
The Ombudsman’s role and powers
- The law says we cannot normally investigate a complaint when someone has a right of appeal, reference or review to a tribunal about the same matter. However, we may decide to investigate if we consider it would be unreasonable to expect the person to use this right. (Local Government Act 1974, section 26(6)(a), as amended)
- The Valuation Tribunal deals with appeals against decisions on council tax liability and council tax support or reduction.
How I considered this complaint
- I considered information provided by the complainant and the Council. I also considered the Ombudsman’s Assessment Code.
My assessment
- The Council revised Mr X’s council tax support in 2025 for a period back to November 2021. The Council says this was because when it reviewed Mr X’s claim, it found the Department of Work and Pensions had not notified it of information about Mr X’s income from earnings.
- The Council sent Mr X notification letters which explained the income it took into account. The Council said it had overpaid more than £3000 in council tax support.
- In response to Mr X’s complaint the Council said Mr C had a duty to advise it about changes in his income. The Council informed Mr X how to appeal to the Valuation Tribunal if he disagreed with its decision. The Council also advised Mr X he could claim a discretionary reduction in his council tax. It gave information about personal budgeting support it provides.
- I consider it is reasonable to expect Mr X to appeal to the Valuation Tribunal about the Council’s decision. The Council explained how Mr X can do this and gave information about support for those in financial hardship.
Final decision
- We will not investigate Mr X’s complaint because he has or had a right of appeal and it is reasonable to expect him to use that right.
Investigator's decision on behalf of the Ombudsman