Summary: We will not investigate Ms X’s complaint about court proceedings initiated by the Council over her Council Tax account. The Council has already apologised for its actions which is suitable to remedy the injustice. Therefore, further investigation would achieve nothing more.

The complaint

1. Ms X complains the Council wrongly began legal action against her in relation to Council Tax arrears.
2. She said this caused her time and trouble and distress. She wants several outcomes including a payment to recognise the impact on her.

Back to top

The Ombudsman’s role and powers

3. 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 no worthwhile outcome achievable by our investigation. (Local Government Act 1974, section 24A(6), as amended, section 34(B))

Back to top

How I considered this complaint

4. I considered information provided by the complainant.
5. I considered the Ombudsman’s Assessment Code.

Back to top

My assessment

6. Ms X had Council Tax arrears for the year 2024/25. She set up her direct debit so it covered both the monthly payments for the arrears and the amount owed for the current year.
7. The Council’s automatic systems allocated the full amount to the current year. As a result, it appeared Ms X was not paying the arrears off. The Council therefore sent her formal recovery notices.
8. Ms X contacted the Council which withdrew the notices immediately. It explained why they had been issued and asked her to set up two payments to prevent it happening again.
9. Ms X remained unhappy and complained to us.
10. We will not investigate this complaint. The Council offered a meaningful apology, put things right without delay and explained how to stop the same thing happening again. These actions are all suitable to remedy any injustice Ms X experienced. Further investigation would achieve nothing more.

Back to top

Final decision

11. We will not investigate Ms X’s complaint because further investigation would achieve nothing more.

Back to top

Investigator's decision on behalf of the Ombudsman