Summary: We will not investigate this complaint about the Council’s handling of Mr X’s council tax account. This is because an investigation is unlikely to add to that already carried out by the Council or lead to a significantly different outcome.

The complaint

1. The complainant, who I refer to as Mr X, says he has been caused mental strain and frustration as a result of Council fault in the handling of his council tax account and seeks a comprehensive review of matters and compensation for the emotional toll upon him.

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The Ombudsman’s role and powers

2. 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:

• we could not add to any previous investigation by the organisation, or
• further investigation would not lead to a different outcome. (Local Government Act 1974, section 24A(6), as amended, section 34(B))

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How I considered this complaint

3. I considered information provided by the complainant and the Council, including its response to his complaint.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. In response to Mr X’s complaint about its handling of his council tax account, the Council acknowledged that administrative errors had been made, particularly with regard to obtaining his new address.
6. It apologised for the inconvenience caused to him, cancelled a summons and associated costs and cancelled an outstanding balance on the account of just over £70.
7. We do not investigate every complaint we receive and while Mr X may not be satisfied with the outcome of his complaint to the Council, an investigation by the Ombudsman is unlikely to usefully add to that already carried out by the Council or lead to a significantly different outcome.
8. If Mr X is concerned about a Council breach of the GDPR in relation to his personal data, he can contact the Information Commissioner’s Office which is the body best placed to deal with such matters.

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Final decision

9. We will not investigate Mr X’s complaint because an investigation is unlikely to add to that already carried out by the Council or lead to a significantly different outcome.

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Investigator's decision on behalf of the Ombudsman