Summary: We will not investigate this complaint about a housing benefit error. This is because there is no significant remaining injustice to justify our involvement.

The complaint

1. Mrs X says the Council suspended her housing benefit in July 2024 in error. This led to rent arrears. The Council later paid council tax support leaving her in credit for a period it had previously sent a summons. Mrs X says this caused her distress and anxiety at a time when she was caring for her terminally ill husband.

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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:

• any fault has not caused injustice to the person who complained, or
• any injustice is not significant enough to justify our involvement, (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 considered the Ombudsman’s Assessment Code.

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My assessment

4. Mrs X complained to the Council in July 2024 that it had suspended her housing benefit without explanation. This had led to rent arrears letters.
5. The Council replied in August it should have written to advise the reasons for the suspension. It apologised and said it had revised Mrs X’s housing benefit and council tax reduction claim from 15 July. It said it would send notification letters.
6. Mrs X complained further that the Council’s response was not adequate. She said
• The Council had not sent a notification letter
• her complaint was about housing benefit not council tax reduction.
• she now had a credit of £2100 on their council tax accounts. They had paid a summons of £3100 in 2023, so questioned if this had been correct.
7. The Council replied in October 2024 that the housing arrears team incorrectly stated housing benefit was suspended. Mrs X’s housing benefit entitlement had ended in July 2024. It had sent notification letters in advance in March 2024. However, this decision was incorrect. The Council had not properly assessed housing benefit. The Council had corrected this in August and sent a notification letter. It apologised for the inconvenience this caused.
8. The Council also said it had revised Mrs X’s council tax reduction in June 2024 for a period from 2015. This led to a credit of £946. The Council removed the summons cost of £98. The Council had also revised Mr and Mrs X’s current address council tax reduction. This led to a credit of £1190. It said it would refund the credits.
9. We will not investigate this complaint because the Council confirmed it revised Mr and Mrs X’s housing benefit within just over three weeks. The Council explained its error in October 2024. It apologised for this and confirmed it would ensure it did not reoccur.
10. The Council’s adjustments to council tax reduction would likely not have prevented the summons in 2023. The Council has taken appropriate steps in apologising and removing the summons cost.

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Final decision

11. We will not investigate Mrs X’s complaint because any remaining injustice is not significant enough to warrant our involvement.

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Investigator's decision on behalf of the Ombudsman