Summary: We will not investigate this complaint about the Council’s handling of council tax queries. There is not enough evidence of fault to warrant an investigation. Ms X can appeal the Council’s decision regarding council tax support.

The complaint

1. Ms X says the Council failed to respond to her queries about council tax support and a disability discount. This led to a council tax summons for arrears causing anxiety and hardship.

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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)).
3. 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)
4. The Valuation Tribunal deals with appeals against decisions on council tax liability and council tax support or reduction.

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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 to the Council regarding the matters in paragraph 1.
7. The Council replied it had sent Ms X a disability reduction application form in March 2025 but she had not returned it. It sent her another form. It had stopped Ms X’s council tax support because her Universal Credit had changed. It did not agree that it had not communicated with her. It said it would not remove the summons fee, but it had arranged an affordable payment plan.
8. There is not enough evidence of fault by the Council to warrant an investigation. The Council says it sent bills and reminders and provided information when Ms X contacted it. It cannot apply a disability reduction as Ms X needs to apply and provide evidence.
9. It was reasonable to expect Ms X to appeal to the Valuation Tribunal about the Council’s decision she was not entitled to council tax support from November 2024.

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Final decision

10. We will not investigate Ms X’s complaint because there is not enough evidence of fault by the Council. Ms X can appeal to the Valuation Tribunal.

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Investigator's decision on behalf of the Ombudsman