Summary: We will not investigate Miss X’s complaint about council tax recovery. This is because the Council has remedied the injustice caused by poor communication and delay during its complaints process. An investigation by the Ombudsman would not lead to a different outcome.

The complaint

1. Miss X complains she received a letter from debt collectors about unpaid council tax, even though she had no prior communication from the Council. She also complains the Council offered her a repayment arrangement which it then failed to honour and says this would cause her financial hardship.

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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 further investigation would not lead to a different outcome. (Local Government Act 1974, section 24A(6), as amended, section 34(B))
3. If we are satisfied with an organisation’s actions or proposed actions, we can complete our investigation and issue a decision statement. (Local Government Act 1974, section 30(1B) and s34H(1), as amended)

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How I considered this complaint

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

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My assessment

6. Miss X complained she received a letter from enforcement agents without having previously heard from the Council.
7. The Council explained it had followed the correct process. It said it sent her a bill when her landlord told it she moved in, a reminder, and a summons. It also wrote to her when the matter went to Court to tell her the debt was being passed to enforcement agents.
8. Miss X contacted the Council in October 2025. The Council agreed she could repay the council tax debt at £400 a month. Miss X contacted the Council several times to try to resolve matters. The Council has accepted there was poor communication and delay due to an officer leaving.
9. I will not investigate this complaint. The Council has recognised the uncertainty and delay caused by its communication and apologised. The Council has offered a lower repayment arrangement of £300 a month, which is more affordable than the arrangement Miss X wanted. An investigation by the Ombudsman would not lead to a different outcome.

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Final decision

10. We will not investigate Miss X’s complaint because the Council has remedied the injustice caused to Miss X during its complaints process and an investigation by the Ombudsman would not lead to a different outcome.

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Investigator's decision on behalf of the Ombudsman