Summary: X complained the Council did not offer a payment plan for several Penalty Charge Notices (PCNs) it issued them. X said they were experiencing financial hardship with the number of outstanding debts. We have ended our investigation as the Council confirmed it would offer a payment plan and reduce the PCNs to the original rate. We consider this achieves the outcome X wanted and does not require further investigation.

The complaint

1. X complains the Council failed to offer them a payment plan or assess their financial situation before escalating several parking Penalty Charge Notices (PCNs) to enforcement agents. X says the Council’s actions caused them significant financial hardship and emotional distress.

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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 an organisation has taken or proposes to take. (Local Government Act 1974, section 24A(7), as amended)
3. It is our decision whether to start, and when to end an investigation into something the law allows us to investigate. (Local Government Act 1974, sections 24A(6) and 34B(8), as amended)
4. If we are satisfied with an organisation’s actions or proposed actions, we can complete our investigation and issue a decision statement. (Local Government Act 1974, section 30(1B) and 34H(1), as amended)

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How I considered this complaint

5. I discussed the complaint with X and considered their views and information they provided.
6. I considered information the Council provided about this complaint.
7. X and the Council had an opportunity to comment on my draft decision. I considered any comments received before making a final decision.

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What I found

What happened – summary of key relevant events

8. Between late 2024 and early 2025, X received several PCNs from the Council for various parking offences. X did not dispute the validity of the PCNs and accepts it rightly issued them.
9. In summer 2025, X emailed the Council. X said they were experiencing financial hardship. They wanted help to reduce the outstanding balances by cancelling the added enforcement agent charges and a repayment plan.
10. The Council responded to X’s MP (who raised an enquiry on X’s behalf). It was satisfied each of the PCNs had followed the required statutory process to enforcement stage. It outlined options available to X. X then complained to us.
11. X followed the options given by the Council. This including gaining a Breathing Space order (which offers legal protection from enforcement action for 60 days). This expired in autumn 2025.
12. A month after this expired, in response to a request for information from us about X’s case, the Council confirmed it had put enforcement action on hold. It later confirmed it would set up a payment plan for X and revert all outstanding PCNs to the reduced rate.
13. X confirmed to me they had not paid anything towards the outstanding debts for the PCNs.

Analysis

14. After X’s complaint to us, the Council said it will offer X a repayment plan.
15. Given the Council has confirmed this with me, I expect it to contact X with the proposed payment plan after the final decision. I consider this achieves the outcome X wanted. I am satisfied to end my investigation in the interests of achieving a swift resolution for both parties. I have decided no further action is needed.

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Decision

16. I have ended my investigation. The Council has proposed to take action which resolves the outstanding issue X complains about. No further action by the Ombudsman is needed.

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Investigator's decision on behalf of the Ombudsman