Summary: We will not investigate Mrs B’s complaint about the Council’s delay asking her to pay unpaid rent for a chalet. This is because it is unlikely an investigation would add to the outcome offered by the Council.

The complaint

1. Mrs B complains the Council contacted her in November 2025 demanding payment of £108 for unpaid rent relating to a beach chalet which she had rented. Mrs B says she gave proper notice in February 2025 that she was ending this tenancy and the Council told her at the time the matter was closed. Mrs B says the delayed rent demand has caused her avoidable worry and hardship.
2. Mrs B also says the Council made it difficult for her to return the keys, which she had to return by recorded delivery at her own cost. And, the Council delayed responding to her complaint.

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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 an investigation if we decide:

• we could not add to any previous investigation by the organisation, or
• further investigation would not lead to a different outcome.

(Local Government Act 1974, section 24A(6), as amended, section 34(B))

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How I considered this complaint

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

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My assessment

6. The Council has recently sent to Mrs B its final response to her complaint. The Council said as an act of goodwill it will cancel this invoice.
7. I find the Council’s offer to cancel this invoice is a suitable response from the Council and is in line with the outcome Mrs B sought when she made her complaint.
8. The Council’s handling of this matter has caused Mrs B some distress and uncertainty. But, I must also consider the fact Mrs B would have been required to make this payment, which is not an insignificant sum, if the Council had sent her this invoice promptly.
9. So, it is highly unlikely an investigation by the Ombudsman would result in us asking the Council to take further action or make an additional payment to Mrs B.

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Final decision

10. We will not investigate Mrs B’s complaint because it is highly unlikely we could add to the Council’s own investigation.

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Investigator's decision on behalf of the Ombudsman