Summary: We will not investigate this complaint about the way the Council managed the complainant’s council tax account. This is because there is insufficient evidence of fault by the Council.

The complaint

1. The complainant, Ms X, complains about the Council’s handling of her council tax. She says it did not tell her it had removed a discount, increased her direct debit without telling her, and blamed her for what happened. Ms X wants a review, apology and compensation.

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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 an investigation if we decide there is not enough evidence of fault to justify investigating. (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 Ms X and the Council. This includes the complaint correspondence. I also considered our Assessment Code.

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My assessment

4. In February Ms X applied for a council tax benefit but was ineligible. While processing the application, the Council realised Ms X should not have been getting the single person council tax discount (SPD) because her daughter had turned 18 years of age. The withdrawal of the SPD meant Ms X’s council tax increased and the Council issued new bills. The Council told Ms X that if she provided proof of her daughter’s student status it would restore the SPD.
5. The Council tried to collect the increased council tax through Ms X’s direct debit; her bank recalled the payment.
6. Ms X provided the student certificate in July. The Council re-awarded the SPD and backdated it. The Council adjusted the council tax and set-up a payment plan.
7. Ms X says she did not know what was happening because she could not see the on-line bills due to the system being unavailable. She says the large direct debit caused financial difficulty and she could not speak to anyone. She says the stress affected her well-being.
8. I appreciate Ms X had a period of uncertainty and her council tax increased. However, while there might have been some communication issues at times, I have not seen anything to suggest there has been fault by the Council requiring an investigation. Most of the letters were available on-line and were sent by post. The adjusted bills were only available on-line and there was a period when the system was available; but, the Council explained the bills were visible on-line before the system became unavailable and the records show Ms X accessed her account when they were available
9. Ms X’s council tax increased and I acknowledge this would have caused stress and financial pressure. However, the Council had to remove the SPD once it knew Ms X was not the only adult in the property, and this automatically led to an increase of 25% in the council tax. And, because Ms X was paying by direct debit, the Council could ask her bank for a larger instalment. The Council reduced the amount once Ms X provided the student certificate.
10. Ms X says these difficulties only arose because she applied for a benefit. But, while this may have been the trigger in 2025, it is likely the Council would have become aware of the SPD issue at some point and it was inevitable Ms X’s council tax would increase until she sent proof of her daughter’s student status.
11. I appreciate Ms X has had council tax problems but I have not seen anything to suggest we need to start an investigation or that there are any grounds for compensation.

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Final decision

12. We will not investigate this complaint because there is insufficient evidence of fault by the Council.

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Investigator's decision on behalf of the Ombudsman