London Borough of Islington (25 016 027)
Category : Benefits and tax > Council tax
Decision : Closed after initial enquiries
Decision date : 13 Apr 2026
The Ombudsman's final decision:
Summary: We will not investigate Mr X’s and Miss Y’s complaint about the Council’s handling of their council tax. The Council is better placed to provide a response at this stage.
The complaint
- Mr X and Miss Y complained about the Council’s handling of their council tax. They said the Council pursued them for council tax at the wrong address and did not consider their vulnerabilities in its enforcement action. They also complain about the Council’s handling of their complaints.
- They want the Council to acknowledge its failings, refund any wrongly pursued council tax and award them compensation.
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 it would be reasonable for the person to ask for a council review or appeal. (Local Government Act 1974, section 24A(6), as amended, section 34(B))
How I considered this complaint
- I considered information provided by Mr X and Miss Y and the Council.
- I also considered the Ombudsman’s Assessment Code.
My assessment
- In early 2025, the Council addressed complaints it received from Mr X and Miss Y about their council tax and student discount applications. In late 2025, Mr X and Miss Y escalated their complaint and raised new issues regarding the council tax enforcement. The Council has acknowledged it did not respond to these issues but has advised that it can now register it through its complaint process for consideration.
- I acknowledge the Council did not respond to the escalated complaint in late 2025. However, now the Council is willing to consider the complaint, it is appropriate that it respond to the complaint in the first instance. Therefore, I will not investigate this complaint.
Final decision
- We will not investigate Mr X and Miss Y’s complaint because it is reasonable for the Council to respond in the first instance.
Investigator's decision on behalf of the Ombudsman