Summary: We will not investigate this complaint about the Council’s actions regarding Mrs X’s council tax account. This is because further investigation would not lead to a different outcome.

The complaint

1. Mrs X complained the Council cancelled her council tax direct debit without notification. She stated she has spent a lot of time and trouble trying to resolve the matter and it has had a negative impact on her wellbeing and mental health. She would like the Council to waive the outstanding council tax fees, refund overpayments and provide 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 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 Mrs X and the Council.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. The Council requested Mrs X’s council tax direct debit payment one day early in autumn 2024. The Council contacted Mrs X via text message to apologise for the error and advised how Mrs X could recall the early payment to avoid incurring charges.
6. Because the direct debit payment method was interrupted and did not then occur monthly, the Council said it wrote to Mrs X after this to rectify the normal payment sequence. It followed this up with a reminder notice.
7. According to the information I have seen, Mrs X did not initially respond to this and she received a court summons for four months of unpaid council tax in spring 2025, she then raised a complaint with the Council.
8. The Council apologised to Mrs X regarding the error requesting the direct debit payment a day early. It offered Mrs X a £50 reduction on her council tax arrears in recognition of this initial error.
9. The Council stated that they have waived any court related charges and have arranged a payment plan with Mrs X to cover the remaining council tax arrears.
10. I will not investigate this complaint because further investigation would not lead to a different outcome. We could not direct the Council to cancel any payments due. The Council have apologised for their initial error and offered an appropriate remedy to Mrs X.

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Final decision

11. We will not investigate Mrs X’s complaint because further investigation would not lead to a different outcome.

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Investigator's decision on behalf of the Ombudsman