Bolsover District Council (24 022 794)

Category : Benefits and tax > Other

Decision : Upheld

Decision date : 16 Jun 2025

The Ombudsman's final decision:

Summary: We will not investigate this complaint about the Council’s delay in providing a business rates bill. This is because the Council will take action to remedy the injustice caused and there are no wider public interest issues to justify investigating this complaint.

The complaint

  1. Miss X complained about the Council’s actions relating to the delay in providing a business rates bill. She also complained about poor communication.
  2. Miss X also complained the £2500 bill she received is unacceptable. Miss X said the Council’s actions caused her frustration.

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The Ombudsman’s role and powers

  1. We investigate complaints about ‘maladministration’ and ‘service failure’. In this statement, I have used the word fault to refer to these. We provide a free service but must use public money carefully. We may decide not to start or continue with an investigation if we are satisfied with the actions an organisation has taken or proposes to take. (Local Government Act 1974, section 24A(7), as amended)

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How I considered this complaint

  1. I considered information provided by the complainant and the Council.
  2. I considered the Ombudsman’s Assessment Code.

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My assessment

  1. Miss X was unhappy the Council delayed notifying the Valuation Office Agency (VOA) of her property to be including on the rating list and therefore resulted in a delay in her being provided a business rates bill.
  2. Miss X notified the Council about her property in October 2023 and the Council contacted the VOA in June 2024, a delay therefore of over 7 months.
  3. In its response to Miss X, the Council accepted responsibility for the delay and provided an apology. The Council also explained steps were taken to avoid delays in the future.
  4. I therefore asked the Council to consider remedying Miss X’s injustice by paying Miss X a £200 symbolic financial remedy to resolve the complaint early. The council agreed to do this within two weeks of my final decision.

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Final decision

  1. We will not investigate this complaint. When considering this complaint, the Council agreed to pay Miss X £200 to remedy the injustice caused by its delay of notifying the VOA of the property. This is a suitable remedy for the injustice. There are no wider public interest issues to justify investigating this complaint.

Investigator’s decision on behalf of the Ombudsman

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Investigator's decision on behalf of the Ombudsman

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