Summary: We will not investigate this complaint about problems the complainant had getting information about her council tax from the Council. This is because the Council has agreed to make a symbolic payment of £50.

The complaint

1. The complainant, Ms X, complains about a delay by the Council in answering questions about her council tax. She says this was stressful, affected her well-being and wasted her time.

Back to top

The Ombudsman’s role and powers

2. We investigate complaints about ‘maladministration’ and ‘service failure’. In this statement, I have used the word fault to refer to these. We provide a free service but must use public money carefully. We may decide not to start an investigation if we are satisfied with the actions an organisation has taken or proposes to take. (Local Government Act 1974, section 24A(7), as amended)

Back to top

How I considered this complaint

3. I considered information provided by Ms X and the Council. This includes the complaint correspondence and the Council’s agreement to pay £50. I also considered our Assessment Code.

Back to top

My assessment

4. Ms X asked for clarification and answers regarding her council tax and council tax reduction. There were delays by the Council in responding and it did not update her account in response to information she provided. The Council made errors and the process of obtaining information and getting corrections was much harder, stressful, and time consuming than it should have been.
5. In recognition of this I asked the Council to make a symbolic payment of £50.
6. The Council agreed and has contacted Ms X to ask for her bank details so it can make the payment. It will make the payment once it receives the details from Ms X.

Back to top

Final decision

7. We will not start an investigation because the Council has agreed to remedy the injustice caused to Ms X by making a symbolic payment of £50.

Back to top

Investigator's decision on behalf of the Ombudsman