Summary: We will not investigate this complaint about increased council tax instalments as it is unlikely we will find fault by the Council causing a significant injustice to Mr X.

The complaint

1. Mr X complains the Council changed the amount of Council tax instalments he had to pay and failed to notify him of this by email. Mr X says as a result a lump sum was taken from his bank.

Back to top

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 insufficient evidence of fault or that any alleged fault has not caused significant injustice to the person who complained. (Local Government Act 1974, section 24A(6), as amended, section 34(B))

Back to top

How I considered this complaint

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

Back to top

My assessment

5. In its complaint responses to Mr X, the Council explained that due to a change in his entitlement to council tax reduction, the amount Mr X was liable to pay in council tax increased quite significantly. The Council said it wrote to Mr X by post adding that it could not have sent this document by email, by law. The Council said it received no reply and as Mr X had a direct debit set up, it took the instalment due of around £300 from his account. This was then returned to Mr X when he cancelled his direct debit. The Council has set up a new instalment plan which will allow Mr X to pay his council tax over an extended period.
6. I recognise Mr X remains dissatisfied about what took place, but as the money taken from his account was returned, I do not consider this represents a level of injustice significant enough to justify our involvement. I also recognise Mr X was put to some inconvenience in making a complaint but again not to a degree that would be grounds for us to investigate.
7. I appreciate Mr X is unhappy about having to pay increased instalments, but this is because his entitlement to council tax reduction changed and is not an indication of fault by the Council.

Back to top

Final decision

8. We will not investigate Mr X’s complaint because there is insufficient evidence of fault causing a significant injustice to Mr X.

Back to top

Investigator's decision on behalf of the Ombudsman