Summary: We will not investigate this complaint about the Council’s decision to retrospectively remove her single person’s discount. This is because the Valuation Tribunal is best placed to deal with this matter. We will also not investigate Ms X’s complaint about the Council’s failure to correctly advise her and its decision to issue a council tax notice reminder. This is because an investigation would be unlikely to result in a worthwhile outcome.

The complaint

1. Ms X complained about the Council’s decision to retroactively remove a single person council tax discount she was receiving. She also complained the Council failed to properly advise her and to issue a council tax reminder notice.

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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 another body better placed to consider this complaint, or
• there is no worthwhile outcome achievable by our investigation.

(Local Government Act 1974, section 24A(6), as amended, section 34(B))

3. The Valuation Tribunal deals with appeals against decisions on council tax liability and council tax support or reduction.

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How I considered this complaint

4. I considered information provided by Ms X and the Council.
5. I considered the Ombudsman’s Assessment Code.

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My assessment

6. Ms X complained the Council has retroactively removed a single person’s council tax discount she was receiving between 2020 and 2023 and is requiring her to provide proof of her ex-partner’s living arrangements during this time. She was also unhappy the Council did not give her the correct guidance about what information was needed when she contacted it in 2020 to advise that her partner had moved out. She further complained the Council cancelled her direct debit and issued a council tax reminder notice.
7. The Council said it received information 2025 showing her ex-partner was paying for a residential permit linked to her address and it viewed this as evidence she was not living alone at this time. The Council did not address her complaint regarding what she was told in 2020 but confirmed it did not cancel her direct debit and was not taking enforcement action against her.
8. Ms X remains unhappy with the Council’s actions. The Ombudsman will not investigate complaints where there is another body better placed to deal with them. The Valuation Tribunal was set up to oversee complaints regarding council tax discount entitlement. It would be reasonable for Ms X to refer this part of the complaint to the Tribunal.
9. With regards to Ms X’s remaining complaints, given the length of time that has passed we cannot know what was discussed with her in 2020. An investigation into this part of the complaint would therefore be unlikely to result in a worthwhile outcome.
10. The Council has confirmed it has not cancelled Ms X’s direct debit and it is not currently taking enforcement action against her. We cannot know why an issue with Ms X’s direct debit occurred, but I cannot see that an investigation into this aspect would provide a worthwhile outcome.

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Final decision

11. We will not investigate Ms X’s complaint because the Valuation Tribunal is best placed to deal with this matter. We will also not investigate Ms X’s complaint about the Council’s failure to properly advise her and to issue her a council tax reminder notice. This is because an investigation would be unlikely to result in a worthwhile outcome.

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Investigator's decision on behalf of the Ombudsman