Summary: We will not investigate this complaint about the Council’s failure to notify Miss X about a new council tax account set up in her name. This is because there is insufficient fault to warrant an investigation.

The complaint

1. Miss X complained the Council failed to notify her about a new council tax account set up in her name before pursuing her for outstanding arrears 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 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 Miss X and the Council.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. Miss X complained to the Council after she received a final reminder for unpaid tax relating to a council tax account she did not know about.
6. The Council told Miss X when she contacted it to advise that her ex-partner had moved out, it set up a new account with a single person discount and sent her an email informing her of the new account and how to access it.
7. Miss X is unhappy with Council’s actions and wants us to find it at fault. The evidence shows the Council has sent Miss X information regarding the new account and billed her in accordance with its policies. It is unlikely an investigation would find fault with the Council’s actions.

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Final decision

8. We will not investigate Miss X’s complaint because there is insufficient fault to warrant an investigation.

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Investigator's decision on behalf of the Ombudsman