The Ombudsman's final decision
Summary: We will not investigate Mrs X’s complaint that the Council overcharged her council tax account. This is because an investigation would not lead to a different outcome.
The complaint
Mrs X complains that the Council charged her council tax for two different properties and requests a refund.
The Ombudsman’s role and powers
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 or continue an investigation if we decide further investigation would not lead to a different outcome, (Local Government Act 1974, section 24A(6), as amended, section 34(B))
How I considered this complaint
I considered information provided by the Mrs X and the Council.
I considered the Ombudsman’s Assessment Code.
My assessment
Mrs X moved house in May 2024. Due to a system error, the Council charged her for two properties.
Mrs X approached her MP who contacted the Council. The Council has apologised to Mrs X and issued a refund.
I will not investigate this complaint any further because an investigation would not lead to a different outcome.
Final decision
We will not investigate Mrs X’s complaint. This is because an investigation would not lead to a different outcome.
Investigator's decision on behalf of the Ombudsman