Summary: We will not investigate this complaint about the Council’s management of Mr X’s council tax account. This is because an investigation would be unlikely to result in a different outcome.

The complaint

1. Mr X complained the Council incorrectly closed his council tax account in 2020 and stopped collecting direct debit payments, which created a large debt balance on the account.

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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.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. Mr X complained to the Council after he received a large backdated council tax bill. The Council conceded it stopped collecting Mr X’s direct debit payments in 2020 after receiving information from a new taxpayer who said they had moved into Mr X’s home.
6. Mr X offered to pay 25% of the balance to settle the account but the Council would not accept this. The Council advised Mr X to contact its money management service to discuss an affordable payment plan.
7. Mr X brought the complaint to us because he remains unhappy with the situation. The Council admitted it closed Mr X’s account in error, and this is significant fault. However, Mr X was also responsible for managing the council tax payments and there is no dispute regarding liability. The Council has offered to discuss a payment plan with Mr X. This is what we would expect the Council to do. An investigation would be unlikely to result in a different outcome.

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Final decision

8. We will not investigate Mr X’s complaint because an investigation would be unlikely to result in a different outcome.

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Investigator's decision on behalf of the Ombudsman