Summary: We will not investigate this complaint about the Council’s handling of Ms X’s council tax query. This is because the tests in our Assessment Code are not met and there are insufficient grounds to warrant an investigation.

The complaint

1. Ms X complains the Council failed to advise her of her new monthly council tax payments following a change in her circumstances. She says this meant she was unable to properly plan her finances which caused her distress.

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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 effect 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 the tests set out in our Assessment Code are not met. (Local Government Act 1974, section 24A(6), as amended)
3. We do not start or continue an investigation if we decide:

• there is not enough evidence of fault to justify investigating, or
• any injustice is not significant enough to justify our involvement, or
• we could not add to any previous investigation by the organisation, or
• further investigation would not lead to a different outcome, or
• there is no worthwhile outcome achievable by our investigation.

(Local Government Act 1974, section 24A(6), as amended, section 34(B))

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How I considered this complaint

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

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My assessment

6. We do not investigate every complaint we receive and we will not investigate when the tests in our Assessment Code are not met.
7. Ms X was frustrated by the Council’s delay in confirming her future council tax payments following a change in her circumstances. While it is noted the impact Ms X says this had on her ability to properly plan her finances until this information was provided, there are insufficient grounds to warrant an investigation of the complaint by the Ombudsman. The Council has apologised for its delay and has now provided details of Ms X’s future payments.

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Final decision

8. We will not investigate Ms X’s complaint because the tests in our Assessment Code are not met and there are insufficient grounds to warrant an investigation.

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Investigator's decision on behalf of the Ombudsman