Summary: We will not investigate this complaint about the way the Council handled the complainant’s council tax. This is because there is insufficient evidence of fault to warrant an investigation.

The complaint

1. The complainant, whom I refer to as Mr X, complains about the way the Council handled his council tax. In particular, he complains the Council sent many bills, with differing demands, and sent letters to an address it knew he had left.

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The Ombudsman’s role and powers

2. The Ombudsman investigates 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 an investigation if we decide there is not enough evidence of fault to justify investigating. (Local Government Act 1974, section 24A(6))

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How I considered this complaint

3. I considered information provided by Mr X and the Council. This includes the complaint replies and emails Mr X sent to the Council. I considered our Assessment Code and invited Mr X to comment on a draft of this decision.

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My assessment

4. Mr X lived at a property from January to October 2019. During that time he complains the Council sent many council tax bills, all with differing amounts. In response to the complaint the Council explained there were many changes to his benefits and circumstances and, each change, meant the Council had to send a new bill.
5. Mr X also complained the Council sent letters to the property even though he had said he had moved. This meant Mr X was unaware of court action for the arrears and was surprised to be told that money would be taken from his Universal Credit to cover council tax of £600. The amount was more than Mr X had been led to believe he owed.
6. The Council said Mr X had not provided his new address and it has to send legal documents about council tax to the last known address. Following his complaint the Council stopped the deductions from his Universal Credit and reassessed his benefit which reduced the arrears. The final complaint reply said Mr X owed £94 and it invited him to make a payment plan.
7. I will not investigate this complaint because there is insufficient evidence of fault by the Council. I appreciate getting lots of bills can be confusing or frustrating but it is correct that the Council had to issue a new bill every time there was a change that affected the council tax or the council tax support. Mr X had many changes so the Council had to issue many bills.
8. It is also correct that the Council had to send letters to the last known address. In addition, the Council withdrew the deductions from the Universal Credit, amended the bill, and offered Mr X the chance to set up a payment plan for the outstanding council tax.

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Final decision

9. I will not start an investigation because there is insufficient evidence of fault by the Council.

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Investigator's decision on behalf of the Ombudsman