Summary: We will not investigate this complaint about council tax recovery. This is because there is not enough evidence of fault to justify investigation. The injustice from Mrs X’s complaint about an officer’s comments is not significant enough to warrant our involvement.

The complaint

1. Mrs X complains the Council unfairly escalated recovery action for council tax arrears and did not consider that she is vulnerable. She also says that it could not provide evidence of letters sent and an officer made dismissive and degrading remarks in a telephone call.

Back to top

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, or
• any injustice is not significant enough to justify our involvement, (Local Government Act 1974, section 24A(6), as amended, section 34(B)).

Back to top

How I considered this complaint

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

Back to top

My assessment

4. Mrs X complained to the Council regarding the matters in paragraph 1.
5. The Council responded that its recovery action was correct. It sent a bill in March 2025, a reminder in April and then a summons in May 2025. It obtained a liability order later in May.
• It then passed the account to its agent. The agent added their fees.
• It had sent letters and notices to Mrs X’s address. None were returned and so it must assume they were delivered.
• It listened to Mrs X’s call and said the officer tried to explain council tax payments needed to be taken into consideration each month. This was intended as helpful advice. It apologised if this upset Mrs X.
• It requested further information about Mrs X’s vulnerability.
• It suggested Mrs X claimed a council tax reduction.
• It offered to consider an arrangement for older arrears.
6. There is not enough evidence of fault in the Council’s actions to warrant an investigation. The Council sent the notices required by legislation. Mrs X seeks evidence the letters were sent. However, I consider the information the Council has given is sufficient. Mrs X can make a subject access request if she wishes to obtain documentary evidence.
7. Mrs X considers a Council officer made degrading and derogatory remarks. The Council has responded explaining the officer’s intention. It has also apologised. We do not consider the injustice due to this is significant enough to warrant investigation as I set out in paragraph 2.

Back to top

Final decision

8. We will not investigate Mrs X’s complaint because there is not enough evidence of fault to justify investigation. We do not consider the injustice due to the officer’s comments is significant enough to justify our involvement.

Back to top

Investigator's decision on behalf of the Ombudsman