Summary: We will not investigate this complaint about a council tax support decision. This is because it is reasonable to expect Ms X to have appealed to the Valuation Tribunal.

The complaint

1. Ms X complains the Council was wrong to reassess her council tax support leading to a very large council tax bill. She says it is unfair, and she cannot afford to pay the instalments. She says it has caused her stress and anxiety.

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The Ombudsman’s role and powers

2. The law says we cannot normally investigate a complaint when someone has a right of appeal, reference or review to a tribunal about the same matter. However, we may decide to investigate if we consider it would be unreasonable to expect the person to use this right. (Local Government Act 1974, section 26(6)(a), as amended).
3. The Valuation Tribunal deals with appeals against decisions on council tax liability and council tax support or reduction.
4. 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 or continue with 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).

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How I considered this complaint

5. I considered information provided by Ms X and the Council. I also considered the Ombudsman’s Assessment Code.

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My assessment

6. Ms X complains the Council revised her council tax support leading to a bill of £6000. She says the Council did not explain the reasons and it is unfair for it to send her a bill going back several years.
7. In its response the Council said it reviewed the claim in February 2025 it noted Ms X’s income had increased and she had another job. The Council said carried out reviews periodically, but the main responsibility was for Ms X, as the claimant to notify the Council of changes to her income. It gave Ms X details of the right of appeal to the Valuation Tribunal.
8. The Council advised Ms X of her revised council tax instalments and said if she could not afford them, she could contact it to discuss her options.
9. The Council accepted it could have explained the council tax bill and Ms X’s right to appeal more fully, or offered a phone call. The Council also accepted it delayed dealing with Ms X’s correspondence from March 2025. It offered a remedy of £50 for the distress and inconvenience.
10. The Council has provided Ms X with information about how to appeal. I consider it is reasonable to have expected her to appeal if she disagreed with the decision. The Council has provided a suitable remedy regarding its delay in responding and fully explaining the reason for its decision.

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Final decision

11. We will not investigate Ms X’s complaint because she has or had a right of appeal to the Valuation Tribunal, and the Council has taken satisfactory action regarding its delay in responding.

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Investigator's decision on behalf of the Ombudsman