Bristol City Council (25 014 175)
Category : Benefits and tax > Council tax
Decision : Closed after initial enquiries
Decision date : 29 Jan 2026
The Ombudsman's final decision:
Summary: We will not investigate this complaint about a council tax matter. This is because there is not enough evidence of fault by the Council to warrant investigation.
The complaint
- Mr X complains the Council closed his council tax account in error and did not tell him it had done this. It then reopened the account and sent him a very high backdated bill and threatened enforcement action.
The Ombudsman’s role and powers
- 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)).
How I considered this complaint
- I considered information provided by the complainant and the Council. I also considered the Ombudsman’s Assessment Code.
My assessment
- Mr X complained to the Council regarding the matters in paragraph 1.
- The Council replied it was not due to a fault on its part that his account was closed. A third party completed an online form giving Mr X’s address as the new address. The Council’s automated system closed Mr X’s council tax account and opened a new account for the new occupier.
- The Council said it sent Mr X a bill confirming it had closed his account. It stopped his direct debits. The Council noted Mr X said he did not receive the letter. But it said it was Mr X’s responsibility to check his direct debits and ensure he paid the council tax. It did not agree Mr X’s request to waive part of the backdated charge. However, it said it could agree a longer payment period.
- There is not enough evidence of fault by the Council to warrant investigation. The Council confirmed it was not due to its own error that Mr X’s account was closed. The Council sent Mr X a notification letter.
Final decision
- We will not investigate Mr X’s complaint because there is not enough evidence of fault by the Council to justify an investigation.
Investigator's decision on behalf of the Ombudsman