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Please note: our decisions are published six weeks after they are issued to councils, care providers and the person who has made the complaint. The cases below reflect the caselaw and guidance available at the time of issue and the individual circumstances of each case.
London Borough of Newham (21 004 901)
Summary: Mr X complained the Council wrongly refused him business grants and was poor in its communications, causing him distress and financial loss. We found fault in the Council’s decision making and communications causing injustice. We recommended the Council provide an apology, pay Mr X for distress, time and trouble, review its decision and act to prevent recurrence.
Sandwell Metropolitan Borough Council (21 009 484)
Summary: Miss X complained the Council failed to properly consider her application for Discretionary Housing Payment, causing her to fall into rent arrears. We found the Council did not properly consider a recent change in Miss X’s circumstances when assessing her application and in its later review. The Council agreed to apologise, reconsider Miss X’s application, and if it changes its decision, pay Miss X a financial remedy for avoidable uncertainty. The Council also agreed to issue reminders to its staff and review its application form.
Basildon Borough Council (21 009 734)
Summary: Miss X complained about the Council’s decision on her council tax charges and its poor communications, causing her financial loss and distress. We decided not to investigate the Council’s decisions as Miss X could appeal to the Valuation Tribunal. We found fault with the Council’s communications. We recommended it apologise to Miss X, publish its discretionary reduction policy, and remind its staff to inform service users of their appeal rights.
Bournemouth, Christchurch and Poole Council (21 014 946)
Summary: We will not investigate this complaint about the Council not telling an organisation about the time limit for backdating housing benefit. There is no direct link between the Council’s alleged fault and the organisation not receiving some rent.
Bury Metropolitan Borough Council (21 015 077)
Summary: Ms X complains about the way her Council tax liability was administered by the Council. We will not investigate this complaint because the matter has been remedied and any dispute about liability or banding could be appealed to a Valuation Tribunal.
Swindon Borough Council (21 015 155)
Summary: We will not investigate this complaint about a council tax refund because there is insufficient evidence of fault by the Council.
Wakefield City Council (21 015 785)
Summary: We will not investigate this complaint about Council tax liability on an uninhabitable property. It would be reasonable for Mr Y to appeal to the Valuation Tribunal.
City of Bradford Metropolitan District Council (21 007 846)
Summary: Mr E complained the Council refused him a test and trace support payment after he contracted COVID-19. We do not uphold the complaint, finding no fault in the Council’s decision.
Cornwall Council (21 015 562)
Summary: We will not investigate this complaint about the Council demanding council tax for a property that was empty during a COVID-19 national lockdown. The complaint about the Council demanding the council tax is late. We have no power to investigate the Council starting court action.
Hambleton District Council (21 011 124)
Summary: Ms X complained delays and unclear explanations by the Council about the calculation of her father, Mr Y’s, council tax meant her father was charged council tax for six months longer than he should have been. The Council applied discounts based on the circumstances at the time and was not at fault. It was at fault when it delayed responding to her review request and for requesting additional information it already had. The Council has already apologised for this. It has agreed to backdate the exemption, as it had agreed to do in the complaint response, to remedy the frustration and financial loss this caused.
Doncaster Metropolitan Borough Council (21 015 339)
Summary: We will not investigate this complaint about recovery action by the Council for unpaid business rates. There is insufficient evidence of fault which would warrant an investigation.
Gedling Borough Council (21 015 456)
Summary: We will not investigate this complaint about the administration of two Council tax accounts. Any injustice is not significant enough to warrant an investigation.
Walsall Metropolitan Borough Council (21 015 571)
Summary: We will not investigate this complaint about Mr X not receiving a COVID-19-related business grant. Since Mr X’s complaint to us, the Council has paid him a grant. We cannot achieve significantly more than that.
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