Summary: We will not investigate this complaint about the Council’s handling of Ms X’s council tax. This is because the Council has taken suitable action to remedy its fault and there is no remaining significant injustice to warrant our involvement.

The complaint

1. Ms X complains the Council did not notify her it had opened a council tax account in her name for her late relative’s property. Despite having her address, it sent bills to the wrong address. Ms X said she found out about the account a year later when her tenants said the Council’s agent visited the property, adding £400 fees. She says she called the Council many times but it failed to act with compassion and empathy. She seeks an apology and financial compensation.

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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 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).

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How I considered this complaint

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

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My assessment

5. Ms X complained to the Council regarding the matters in paragraph 1.
6. The Council replied it had received information in 2024 from probate solicitors confirming the property was transferred to Ms X. While the solicitor did not refer to Ms X’s address directly, it was contained in the attached documents. The Council apologised that it did not pick this up at the time.
7. The Council said Ms X’s letting agents had also not given her address when tenants moved in. The Council sent bills and notices to the property address, but the tenants had not passed these to Ms X. The Council said if Ms X paid the council tax due it would take the case back from its agent and cancel the fees.
8. Ms X complained further the Council failed to take proper care and act with compassion. She said she had a disability and was affected by the stress of enforcement activity and the excessive time taken to resolve the complaint. She asked for financial compensation.
9. The Council replied it noted Ms X had now paid. It had withdrawn the enforcement costs and it apologised gain for the distress and inconvenience caused. However, it did not agree it should pay compensation.
10. We will not investigate because the Council has taken suitable action to remedy this complaint by apologising and removing the enforcement action and costs. We would not seek a further remedy. The Council took appropriate action swiftly when it became aware of the incorrect address. There is no significant injustice remaining that warrants our involvement.

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Final decision

11. We will not investigate Ms X’s complaint because the Council has taken appropriate action to remedy its fault. There is no remaining significant injustice to warrant our involvement.

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Investigator's decision on behalf of the Ombudsman