Summary: We will not investigate Ms X’s complaint about how the Council handled her council tax account. We have not seen enough evidence of fault to justify a further investigation.

The complaint

1. Ms X complains the Council went ahead with court action for unpaid council tax even though she had made payments.
2. She said she contacted the Council after she received a court summons to explain why she cancelled her direct debit and to query her council tax account. However, the Council still went ahead with enforcement action.
3. Ms X says the Council’s actions have caused her distress and anxiety. She would like the Council to cancel the court costs, apologise and review how it handles vulnerable residents.
4. She also said the Council should issue a clearly explained a council tax bill and consider an appropriate financial remedy.

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The Ombudsman’s role and powers

5. 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

6. I considered information provided by Ms X and the Council.
7. I considered the Ombudsman’s Assessment Code.

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My assessment

8. We note the Council explained why it took enforcement action for unpaid council tax. It also advised Ms X that when she then made a payment, a court summons had already been issued, and her council tax account remained subject to court action.
9. The Council also provided a detailed breakdown of her council tax account, including the court costs, Ms X’s payments and the total balance outstanding. It also explained that Ms X was still required to pay council tax even while her Council Tax Reduction was being reviewed or recalculated.
10. The Council has advised Ms X to contact it to discuss a suitable payment arrangement. It is open to Ms X to contact the Council about her council tax account.

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Final decision

11. We will not investigate Ms X’s complaint because we have not seen enough evidence of fault to justify an investigation.

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Investigator's decision on behalf of the Ombudsman