Trafford Council (25 011 617)
Category : Benefits and tax > Council tax support
Decision : Closed after initial enquiries
Decision date : 14 Jan 2026
The Ombudsman's final decision:
Summary: We will not investigate this complaint about the Council’s management of Mr X’s council tax account. This is because an investigation would be unlikely to find fault with the Council’s actions.
The complaint
- Mr X complained the Council gave him conflicting advice regarding his council tax support and has reassessed his account in a manner he finds confusing.
The Ombudsman’s role and powers
- We investigate complaints about ‘maladministration’ and ‘service failure’, which we call ‘fault’. We must also consider whether any fault has had an adverse impact on the person making the complaint, which we call ‘injustice’. We provide a free service, but must use public money carefully. We do not start or continue an investigation if we decide any fault has not caused injustice to the person who complained. (Local Government Act 1974, section 24A(6), as amended, section 34(B))
How I considered this complaint
- I considered information provided by Mr X and the Council.
- I considered the Ombudsman’s Assessment Code.
My assessment
- Mr X complained the Council gave him conflicting advice about his council tax support entitlement. He also complained the Council recalculated his account several times causing him confusion. He said he found this upsetting and showed little regard for his mental health and disability.
- The Council explained Mr X’s council tax support eligibility and its assessment of his account. The Council also gave Mr X information on services he could use to support him in administering his account.
- Mr X wants us to find the Council at fault. The evidence shows the Council has explained its management of Mr X’s council tax account and provided him with information he can use if he requires further support. An investigation would be unlikely to find fault with the Council’s actions.
Final decision
- We will not investigate Mr X’s complaint because an investigation would be unlikely to find fault with the Council’s actions.
Investigator's decision on behalf of the Ombudsman