Summary: We will not investigate this complaint about a council tax reduction decision. This is because it is reasonable to expect Ms X to have appealed to the Valuation Tribunal.

The complaint

1. Ms X complains the Council has wrongly refused to pay a council tax reduction. She says that the Council has discriminated against her and failed to recognise her vulnerability. This has caused her anxiety and financial hardship.

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The Ombudsman’s role and powers

2. The law says we cannot normally investigate a complaint when someone has a right of appeal, reference or review to a tribunal about the same matter. However, we may decide to investigate if we consider it would be unreasonable to expect the person to use this right. (Local Government Act 1974, section 26(6)(a), as amended).
3. The Valuation Tribunal deals with appeals against decisions on council tax liability and council tax support or reduction.
4. The Equality Act 2010 provides a legal framework to protect the rights of individuals and advance equality of opportunity for all. It offers protection, in employment, education, the provision of goods and services, housing, transport and the carrying out of public functions.

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How I considered this complaint

5. I considered information provided by the complainant and the Council. I also considered the Ombudsman’s Assessment Code.

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My assessment

6. Ms X complained the Council cancelled her council tax reduction back to 2023 and sent her a very high council tax bill that she could not afford. She stated she owned a property she rented out, but it had a high mortgage on it. She said she was vulnerable and in her view the Council had discriminated against her.
7. The Council replied it became aware Ms X owned a property in May 2025. It had asked her for more information and evidence, but she had not replied. It then cancelled her council tax reduction claim.
8. The Council noted Ms X’s complaint that it had discriminated against her. However, it said it made its decision in accordance with its council tax reduction scheme. It provided details of the right to appeal to the Valuation Tribunal within two months of its decision. It also gave details of an advice agency if she was struggling financially.
9. The Council has provided Ms X with information about how to appeal to the Valuation Tribunal. I consider it is reasonable to have expected her to appeal if she disagreed with the Council’s decision.
10. We cannot decide if an organisation has breached the Equality Act as this can only be done by the courts. However, we can find an organisation at fault for failing to take account of its duties under the Equality Act.
11. Ms X complained the Council discriminated against her under the Equality Act, but our view is that the Equality Act is not relevant to these issues.

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Final decision

12. We will not investigate Ms X’s complaint because she has or had a right of appeal to the Valuation Tribunal and is reasonable to have expected her to appeal.

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Investigator's decision on behalf of the Ombudsman