Summary: We will not investigate this complaint about the Council's handling of Miss X's council tax account. This is because the Council has said it will investigate the complaint now and this is a suitable way forward at this time.

The complaint

1. Miss X complains about various issues in the way the Council administered her council tax account including delay in setting an account up, failure to advise the banding was provisional, failure to collect an instalment and then increasing subsequent instalments, failure to respond to Miss X’s contacts with it and to confirm what will happen in respect of arrears on the account. Miss X says this has caused her worry and anxiety and would like a reduction in the amount the Council says is owed in arrears in recognition of this.

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The Ombudsman’s role and powers

2. The Local Government Act 1974 sets out our powers but also imposes restrictions on what we can investigate
3. We can decide whether to start or discontinue an investigation into a complaint within our jurisdiction. (Local Government Act 1974, sections 24A(6) and 34B(8), 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 to the Council in November 2022. The Council did not at the time deal with the complaint via its complaint procedure but has indicated that it will do so now. As the Council is best placed in the first instance to investigate what took place and to provide a resolution if things went wrong, I consider this is a suitable way forward at this time. Miss X can complain to us again if she remains dissatisfied once the Council has provided its response.

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Final decision

7. We will not investigate this complaint because the Council is to investigate now and this is a suitable way forward at this time.

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Investigator's decision on behalf of the Ombudsman