London Borough of Merton (25 028 920)
Category : Benefits and tax > Council tax support
Decision : Closed after initial enquiries
Decision date : 03 Sep 2026
The Ombudsman's final decision:
Summary: We will not investigate this complaint about council tax and council tax support communication. This is because there is not enough evidence of fault by the Council to justify investigation.
The complaint
- Mr X complains the Council’s communications regarding changes to his council tax and council tax support were unclear when his council tax support ended. He says the Council did not provide a plain and accessible explanation, and there were many corrections and transfers on his account. The Council issued a summons when he was seeking information.
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 there is not enough evidence of fault to justify investigating. (Local Government Act 1974, section 24A(6), as amended, section 34(B)).
How I considered this complaint
- I considered information provided by the complainant. I also considered the Ombudsman’s Assessment Code.
My assessment
- Mr X complained to the Council regarding the matters in paragraph 1.
- The Council replied providing an explanation of the decisions it had made and the bills it had sent. It said its letters met the statutory requirements regarding council tax support notification letters and council tax bills. It accepted that the letters could be confusing but there was no scope to change the letter and the process the Council must follow. The Council said the letters advised how to contact the Council by telephone and email for information and assistance.
- We will not investigate this complaint because there is not enough evidence of fault by the Council to justify investigation. The Council has responded regarding the letters that it must send and the reasons it cannot change these. It has also provided an explanation and set out contact information.
Final decision
- We will not investigate Mr X’s complaint because there is not enough evidence of fault by the Council to warrant investigation.
Investigator's decision on behalf of the Ombudsman