Summary: We will not investigate this complaint about the Council’s actions following a decision to change council tax liability for her property. This is because there is not enough evidence of fault by the Council to justify investigation.

The complaint

1. Mrs X complains the Council has delayed correcting her council tax accounts after she asked the Valuation Office Agency (VOA) to backdate the liability from several single rooms to one house. She also says it has failed to refund in full all the money she has paid including court costs.

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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), 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. Mrs X complained to the Council regarding the matters in paragraph 1.
5. The Council replied that it could not change its listing starting in late 2023 back to 2022 until it received the VOA’s instructions. The Council received the VOA instructions in December 2025 and revised the listing immediately. The Council confirmed it had refunded the amounts Mrs X had paid relating to the rooms, with the exception of £910 which it transferred to the account for the single property. The Council also confirmed it had removed any court costs for the rooms. However, it did not remove the costs for the single house liability as these were correct.
6. We will not investigate Mrs X’s complaint because the is not enough evidence of fault by the Council. The Council has explained it could not revise the liability until the VOA notified it of its decision. The Council said it was not responsible for the delays. It had revised the accounts as soon as it received the notification from the VOA and refunded payments made, as well as relevant costs. The Council confirmed it has transferred some payments. This is not evidence of fault that would justify investigation.

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Final decision

7. We will not investigate Mrs X’s complaint because there is not enough evidence of fault by the Council to warrant investigation.

Investigator’s decision on behalf of the Ombudsman

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Investigator's decision on behalf of the Ombudsman