London Borough of Croydon (25 018 858)
Category : Benefits and tax > Council tax
Decision : Closed after initial enquiries
Decision date : 28 Apr 2026
The Ombudsman's final decision:
Summary: We will not investigate this complaint about the Council issuing Mr X with a summons for unpaid council tax. This is because an investigation would be unlikely to result in finding fault with the Council’s actions.
The complaint
- Mr X complained the Council wrongly issued a summons for unpaid council tax and changed his instalments without his consent.
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 Mr X and the Council.
- I considered the Ombudsman’s Assessment Code.
My assessment
- Mr X complained the Council wrongly issued him with a summons for unpaid council tax and changed his council tax instalments without his consent.
- The Council did not uphold his complaint and explained it sent the summons after issuing Mr X two reminders for failing to pay his instalments in full. After Mr X lost the right to pay in instalments the Council issued a final notice. The Council said Mr X could revert to paying in 12 instalments if he preferred.
- The evidence shows the Council sent Mr X the summons in line with the correct process. The Council has provided a breakdown that supports its management of Mr X’s council tax account. The Ombudsman would be unlikely to find fault with the Council’s actions.
Final decision
- We will not investigate Mr X’s complaint because an investigation would be unlikely to result in finding fault with the Council’s actions.
Investigator's decision on behalf of the Ombudsman