Overview
The complainant (Mrs C) was concerned that The City of Edinburgh Council (the Council) failed to correct an error on her council tax account, which led to incorrect demands and a summary warrant being issued against her. Mrs C was also concerned that her complaint had not been handled appropriately and in line with the Council's complaints procedure.
Specific complaints and conclusions
The complaints which have been investigated are that the Council:
- (a) failed to correct, despite three attempts to do so, an error on Mrs C's council tax account, which led to incorrect demands and a summary warrant being issued against her (upheld); and
- (b) failed to handle Mrs C's complaint appropriately and in line with their complaints procedure (upheld).
Redress and recommendations
The Ombudsman recommends that the Council provide training for their staff on the terms of their complaints procedure and on the importance of following that procedure when complaints and concerns are raised by members of the public. The Council should also bring this report to the attention of all staff dealing with council tax matters, in order to ensure that the type of repeated errors that occurred in this case are less likely to occur in future.
The Council have accepted the recommendation and will act on it accordingly.