Summary: We will not investigate this complaint about the Council’s handling of Miss X’s council tax refund. It is unlikely an investigation by the Ombudsman would add to the Council’s response and any injustice is not significant enough to warrant investigation.

The complaint

1. Miss X complains the Council failed to apply her Single Person Discount for more than three years, which caused significant overpayments. The Council told her the refund would be paid directly into her bank account, but the Council changed the payment method without her consent. Miss X says applying the overpayment as a credit to her account does not resolve the issue as she may move soon.

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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:

• any injustice is not significant enough to justify our involvement, or
• we could not add to any previous investigation by the organisation, or
• 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 the complainant and the Council.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. Miss X applied for the Single Person Discount in May 2025. The Council correctly backdated the discount. The Council explained it cannot apply the discount unless advised.
6. Miss X told the Council she wanted the overpayment refunded by bank transfer. The Council said it would request authorisation because the amount was over £500. However, a refund was not processed and instead the overpayment credit was automatically transferred to Miss X’s new council tax account. The Council has accepted this was an error.
7. Miss X did not suffer financial loss because the Council applied the credit to the new account. She did not have to make a council tax payment as a result. The Council also offered options, including a full and partial refund with reduced ongoing council tax instalments for the rest of that billing year. Miss X did not accept these offers.
8. I am satisfied the Council took reasonable steps to resolve Miss X’s complaint. I will not investigate further because it is unlikely an investigation would add to the Council’s response and the injustice is not significant enough to justify our involvement.

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Final decision

9. We will not investigate Miss X’s complaint because it is unlikely an investigation would add to the Council’s response and the injustice Miss X has suffered is not significant enough to justify our involvement.

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Investigator's decision on behalf of the Ombudsman