Summary: We will not investigate this complaint about the Council’s handling of Miss X’s council tax. This is because the injustice is not significant enough to warrant investigation.

The complaint

1. Miss X complains the Council mishandled her council tax and her personal data. She claimed a council tax discount and council tax reduction, but she received a letter meant for someone else. The Council asked her for information she had already provided. The Council also requested payment by direct debit when she had already paid.

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 any injustice is not significant enough to justify our involvement. (Local Government Act 1974, section 24A(6), as amended, section 34(B)).
3. We may decide not to start or continue with an investigation if we are satisfied with the actions an organisation has taken or proposes to take. (Local Government Act 1974, section 24A(7), as amended).

Back to top

How I considered this complaint

4. I considered information provided by the complainant. I also considered the Ombudsman’s Assessment Code.

Back to top

My assessment

5. Miss X complained to the Council regarding the matters in paragraph 1.
6. The Council replied it had indexed information incorrectly, but this had not led to a data breach. The Council said it sent information requests from two different departments. It had applied the single person discount but still needed further information for the council tax reduction. The Council said it made a higher direct debit for council tax due to Miss X not paying two earlier instalments. The Council apologised for its errors, but it did not consider this caused Miss X material injustice.
7. We will not investigate this complaint because the injustice due to the Council’s fault has not caused significant injustice which warrants investigation.
8. The Council has in any case corrected its error and apologised. We consider that is an appropriate action in the circumstances.

Back to top

Final decision

9. We will not investigate Miss X’s complaint because the injustice due to the Council’s fault is not significant enough to justify our involvement.

Back to top

Investigator's decision on behalf of the Ombudsman