Summary: We will not investigate this complaint about changes to Ms X’s council tax support. This is because there is not enough evidence of fault by the Council to warrant investigation.

The complaint

1. Ms X complains the Council failed to properly notify her in advance about changes in its council tax support scheme. The Council introduced non dependant deductions meaning that some claimants had to pay more council tax. Ms X says the change was not publicised and she now has extra council tax to pay.

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The Ombudsman’s role and powers

2. 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 there is not enough evidence of fault to justify investigating. (Local Government Act 1974, section 24A(6), as amended, section 34(B)).

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How I considered this complaint

3. I considered information provided by the complainant and the Council. I considered the Ombudsman’s Assessment Code.

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My assessment

4. Ms X complained to the Council regarding the matters in paragraph 1.
5. The Council replied that it changed its council tax support scheme from April 2025. The Council introduced a new non‑dependant deduction which meant that claimants with non dependants may pay more council tax. In Ms X’s case the increase in council tax was £7.50 per week. The Council sent a notification letter to Ms X on 2 March 2025.
6. The Council explained the increase to Ms X in late March 2025 and May 2025.
7. The Council said it had consulted with residents about the changes to council tax support in October and November 2024 by coverage in its newsletter, website, local papers, social media and paper forms in local offices and libraries. The Council said residents were properly consulted and informed, and its bill was lawful.
8. We will not investigate this complaint because it is unlikely we would find enough evidence of fault by the Council. It has explained the change it made to its scheme and the consultation it carried out in advance. It notified Ms X before the changes to her council tax support stated.

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Final decision

9. We will not investigate Ms X’s complaint because there is not enough evidence of of fault by the Council to justify investigating.

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Investigator's decision on behalf of the Ombudsman