Summary: Ms X complains about errors made by the Council to her council tax account. We will not investigate this complaint because the matter has been remedied.

The complaint

1. Ms X complains about errors made by the Council to her council tax account.

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The Ombudsman’s role and powers

2. We investigate complaints about ‘maladministration’ and ‘service failure’. In this statement, I have used the word ‘fault’ to refer to these. We provide a free service, but must use public money carefully. We may decide not to start or continue with an investigation if we are satisfied with the actions a council has taken or proposes to take. (Local Government Act 1974, section 24A(7), as amended)

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How I considered this complaint

3. I considered information provided by the complainant and the Council.
4. I considered the Ombudsman’s Assessment Code.
5. I considered the complainant’s comments on my draft decision.

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My assessment

6. Ms X says that the Council has made several errors to her council tax account which has meant that she has built up arrears of council tax despite submitting a direct debit.
7. The Council accept that they inadvertently placed her account on hold so a payment arrangement was delayed. Further they accept that there was an error in not setting up the direct debit which Ms X had submitted. The Council has apologised and provided a new arrangement for current arrears to be paid off over the next two years.
8. I appreciate that Ms X is unhappy with the Council’s actions but I consider that the Council’s apology to be a remedy to this complaint. There are no extra costs associated with the claim and a longer period of repayment has been provided.

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Final decision

9. I do not intend to investigate this complaint because the matter has been remedied.
    

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Investigator's decision on behalf of the Ombudsman