London Borough of Wandsworth (25 004 263)
Category : Benefits and tax > Council tax
Decision : Closed after initial enquiries
Decision date : 09 Sep 2025
The Ombudsman's final decision:
Summary: We will not investigate Mr X’s complaint about the wording used on a leaflet sent to local residents regarding council tax. This is because an investigation would be unlikely to lead to a finding of significant injustice.
The complaint
- Mr X complained the Council used misleading wording on a leaflet about council tax.
The Ombudsman’s role and powers
- 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 any injustice is not significant enough to justify our involvement. (Local Government Act 1974, section 24A(6), as amended, section 34(B))
How I considered this complaint
- I considered information provided by Mr X and the Council.
- I considered the Ombudsman’s Assessment Code.
My assessment
- Mr X complained to the Council about the wording used on a leaflet about council tax. He said it was misleading.
- The Council explained its wording and confirmed the information contained in the leaflet was accurate. The Council advised it would consider using different wording in future.
- Mr X wants the Ombudsman to find the Council at fault for using wording he considers misleading. The Ombudsman uses public money to fund its investigations and must consider whether any fault found is likely to lead to significant injustice. In this case, the Council has advised Mr X that the leaflet is technically correct. The Council has also indicated it will consider using different and more clear wording in future. There is nothing to suggest that Mr X or anyone in the area has been negatively affected or seriously disadvantaged by this matter. Investigating this complaint would therefore be unlikely to lead to a finding of significant injustice.
Final decision
- We will not investigate Mr X’s complaint because an investigation would be unlikely to lead to a finding of significant injustice.
Investigator's decision on behalf of the Ombudsman