Summary: We will not investigate Miss X’s complaint about the Council’s handling of her council tax reductions and single person’s discount. This is because, at our invitation, the Council agreed to make a symbolic payment to Miss X. We consider this a suitable remedy.

The complaint

1. Miss X complains the Council did not correctly award council tax reductions and single person discounts and wrongly issued a summons. She also says she was unaware of her right of appeal to the Valuation Tribunal. She says this caused her worry and distress from receiving a court summons and incorrect bills and loss of time chasing the Council.

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The Ombudsman’s role and powers

2. 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

3. I considered information provided by Miss X and the Council.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. If we were to investigate it is likely we would find fault causing the complainant injustice. This is because the Council accepts it did not: award council tax reduction (CTR) from June 2022; backdate the CTR to January 2022; award a single person’s discount from 16 February 2022; or explain the figures it used to calculate Miss X’s claim.
6. The Council refunded the money it owed Miss X, leaving her account £399.17 in cred. However, an investigation by us would be likely to find this did not fully remedy Miss X’s avoidable distress and uncertainty, unnecessary time and trouble chasing the matter, and financial worry.
7. We therefore asked the Council to consider remedying the injustice caused by its actions by paying Miss X £250 to recognise her avoidable worry, time and effort to resolve the complaint early.
8. Miss X also complained she was unaware of her right to appeal to the Valuation Tribunal on some points. Evidence we have seen indicates details of that appeal right were on the reverse of the Council’s standard letters stating what Ms X had to pay. The Council states it always looks to improve and clarify letters. However, that does not mean the content of the letters amounted to fault. Investigation is unlikely to criticise the Council on this point.

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Agreed actions

9. To its credit, the Council agreed to resolve the complaint and will pay Miss X £250 within one month of today to put things right. This is to recognise the worry, time and effort caused by the Council’s delay in awarding the council tax reduction and single person’s discount.

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Final decision

10. We have upheld this complaint because the Council has agreed to resolve the complaint early by providing a proportionate remedy for the injustice caused to Miss X. Investigation would be unlikely to find fault on the point about advising of appeal rights.

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Investigator's decision on behalf of the Ombudsman