Birmingham City Council (23 009 090)

Category: Benefits and tax Date: 29-Jan-2024

Summary

Ms X complained the Council failed to award her the correct priority on its housing register. The Council was not at fault in deciding her priority. However, it failed to properly consider whether Ms X was homeless. Ms X also complained about the Council’s refusal of a discretionary housing payment. Based on information seen, there was fault in the way it considered this, and it failed to properly consider a request for reasonable adjustments when Ms X challenged its decision. The Council should apologise for the distress and uncertainty caused and take steps to prevent recurrence.

Service improvements

Birmingham City Council (23 008 929)

Category: Benefits and tax Date: 20-Feb-2024

Summary

Mr B complained the Council failed to tell him of a change to his council tax support payments for two years and it wrongly charged him council tax for a further year. This caused Mr B significant distress and frustration and he had to borrow money to cover the arrears. The Ombudsman has found the Council at fault for failing to correctly update Mr B’s council tax account and missing multiple chances to correct this error over the following year. The Ombudsman also finds fault with the Council for sending Mr B inconsistent and confusing information about his council tax account. The Council has updated Mr B's council tax support eligibility and refunded all payments Mr B has made and removed outstanding arrears. The Council has agreed to pay Mr B a financial remedy and issue an apology.

Service improvements