Summary: We will not investigate this complaint about the Council ‘s handling of Miss X’s council tax. There is not enough evidence of fault by the Council to warrant investigation.

The complaint

1. Miss X complains the Council unfairly pursued council tax recovery when it had delayed considering her application for an exemption from November 2023. She says the Council failed to consider her vulnerability, and its calculation of her arrears was inaccurate. This caused her distress and financial 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)).

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How I considered this complaint

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

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My assessment

4. Miss X complained to the Council regarding the matters in paragraph 1.
5. The Council said it received Miss X’s exemption form in April 2025. But she had not replied to its requests for the exact date other occupants left the household. In October 2025, as a gesture of goodwill, it applied an exemption based on the information Miss X provided, even though she had not given the exact dates. It said there was nothing to pay for the current year and it had removed the summons and costs. However, there was council tax due for 2023 and 2024 for her current address. The Council said it was collecting this via an attachment of earnings. It gave information about discretionary council tax and other support.
6. Ms X complained further that the Council had not given any notice of the deductions from her earnings, causing her severe hardship. She said the Council had not followed the correct procedures and did not consider her vulnerability. She asked the Council to refund the deductions and agree a payment plan.
7. The Council noted Miss X’s vulnerability. It sent her an income and expenditure form to consider her circumstances. However, it did not agree to refund or stop the deductions. It said it had sent a notice in September 2025 of the deductions from earnings. Its bills and notices each year explained how to pay or contact the Council to arrange payment. It said Miss X had not made paid for several years and she also owed council tax of over £4000 for another address. It had received a doctor’s letter about Miss X’s mental health, but considered there were no grounds to cancel the attachment of earnings.
8. We will not investigate Miss X’s complaint about the exemption application, the attachment of earnings or the calculation of arrears. There is not enough evidence of fault by the Council to warrant investigation. The Council explained it needed information which Miss X did not provide. The Council said it had notified Miss X about the deduction from earnings. The Council’s notices, including the summons and liability order set out the recovery actions it can take. The Council considered Miss X’s financial circumstances and evidence regarding her vulnerability but did not agree it should stop earnings deductions.

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Final decision

9. We will not investigate Miss X’s complaint because there is not enough evidence of fault by the Council to warrant our involvement.

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Investigator's decision on behalf of the Ombudsman