Summary: We will not investigate Mr X’s complaint about the Council’s delay in council tax billing. The Council has apologised and taken steps to improve the service. Further investigation would not achieve a different outcome.

The complaint

1. Mr X asked the Council numerous times for a copy of the council tax bill for a property owned by a family relation, for several months. Mr X said because the Council did not respond, this caused him inconvenience and distress. Mr X feels he should not have to pay the outstanding Council Tax bill from the property estate.

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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 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 Mr X and the Council, and the Ombudsman’s Assessment Code.

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My assessment

4. In January 2024 Mr X advised the Council a family relation had died, using the Council’s online reporting system.
5. From August to November 2024 Mr X contacted the Council several times to request a copy of the council tax bill for his relation’s property.
6. The Council said it became aware Mr X’s Uncle had died in November 2024. It then wrote to Mr X in December 2024 about the council tax account.
7. In January 2025 Mr X complained to the Council about delays in receiving the council tax bill. The council told Mr X why it had not sent a bill.
8. The Council acknowledged it had incorrectly advised Mr X previously. It has apologised for the stress and inconvenience it caused him. It also said it had taken steps to identify training and improve its service.
9. We will not investigate Mr X’s complaint, because these actions are appropriate and proportionate. The Council has apologised and taken steps to improve its service. In any case we could not direct the Council to cancel any payment due. Therefore, if we were to investigate, we would likely not achieve a different outcome.

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Final decision

10. We will not investigate Mr X’s complaint because the Council has apologised and taken steps to prevent a recurrence of the fault. It would not be proportionate for us to investigate.

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Investigator's decision on behalf of the Ombudsman