Summary: We will not investigate this complaint about the Council’s response to Miss X’s complaint about council tax direct debit amounts. This is because an investigation is unlikely to achieve a different outcome.

The complaint

1. Miss X complains the Council did not answer her first email and did not treat her concerns as a complaint. She says she feels she has been treated in a discriminatory and paternalistic manner.

Back to top

The Ombudsman’s role and powers

2. The Ombudsman investigates complaints about ‘maladministration’ and ‘service failure’, which we call ‘fault’. We provide a free service but must use public money carefully. We do not start or may decide not to continue with an investigation if we decide further investigation would not lead to a different outcome. (Local Government Act 1974, section 24A(6))

Back to top

How I considered this complaint

3. I considered information provided by the complainant and the Ombudsman’s Assessment Code.

Back to top

My assessment

4. We will not investigate as we are unlikely to achieve anything. The Council has explained the council tax payment process and how it sets the direct debit amounts on 1 April. And that this remains active if there is a debt even if additional payments are made.
5. I have not seen any evidence of discrimination by the Council. It is unfortunate it did not answer the first email but it has answered Miss X’s concerns in detail. I do not see evidence of significant fault to warrant the Ombudsman’s involvement.

Back to top

Investigator's decision on behalf of the Ombudsman