London Borough of Lambeth (25 005 643)
The Ombudsman's final decision:
Summary: We will not investigate this complaint about the Council’s handling of Ms X’s council tax. This is because the Council has already provided a suitable remedy.
The complaint
- Ms X complains the Council wrongly made her liable for council tax. It responded and agreed to remove the liability. However, it then changed its mind again sending her another bill. She is vulnerable and this caused her distress and inconvenience.
The Ombudsman’s role and powers
- 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).
How I considered this complaint
- I considered information provided by the complainant and the Council. I also considered the Ombudsman’s Assessment Code.
My assessment
- Ms X says in 2024 the Council sent her a council tax bill for a period after she left her rented property. She complained and provided evidence. In February 2025 the Council agreed to end her liability on an earlier date and refunded a credit.
- However, in June 2025 the Council made Ms X liable again and added recovery costs. She complained the Council kept changing its mind and as a vulnerable person it was causing her distress.
- The Council initially rejected Ms X’s complaint as she had complained before. But it then considered the complaint in July 2025. It confirmed that it would not pursue the outstanding council tax. It explained it had changed the liability based on further evidence from the landlord, and it was correct. But it accepted in view of Ms X’s circumstances and the fact that it should have determined the correct liability earlier, it would write of the outstanding balance of £256. It apologised for the distress this had caused.
- The Council has provided a suitable remedy for the injustice caused. There is no remaining injustice that would justify an investigation by the Ombudsman.
Final decision
- We will not investigate Ms X’s complaint because the Council has taken appropriate action and there is no injustice remaining to warrant investigation.
Investigator's decision on behalf of the Ombudsman