Summary: We will not investigate this complaint about Council’s involvement in the enforcement of business rates debt. This is because the Council has taken appropriate steps to resolve the matter and further investigation would not lead to a different outcome.

The complaint

1. Mr X complained that the Council referred a business rates debt he owed, to an enforcement agency, who visited an address he had familial link to. Mr X said it should not have visited this address. Mr X stated this has caused him distress and anxiety.

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The Ombudsman’s role and powers

2. 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 the Council has taken. (Local Government Act 1974, section 24A(7), as amended)

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How I considered this complaint

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

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My assessment

5. The Council explained that the address in question had been added as a possible billing location based on previous information it held. Once Mr X raised concerns, the Council investigated, confirmed the address had been removed from its system, and instructed the enforcement agency to stop recovery action.
6. The Council also removed Mr X’s debt from the enforcement agency, apologised for confusion, and confirmed there would be no further correspondence or visits to that address. It also agreed it would consider a repayment plan in line with Mr X’s wishes.
7. Following Mr X’s complaint, the Council has since taken reasonable steps to resolve the matter. In these circumstances, further investigation by Ombudsman is not proportionate or likely to lead to a different outcome for Mr X, therefore we will not investigate.

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Final decision

8. We will not investigate Mr X’s complaint because we are satisfied with the actions taken by the Council and further investigation would not lead to a different outcome.

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Investigator's decision on behalf of the Ombudsman