Overview
The complainant (Mr C) raised a number of concerns about the way South Lanarkshire Council (the Council) administered his assessment for Council Tax Benefit.
Specific complaints and conclusions
The complaints which have been investigated are that the Council:
- (a) took an unacceptable amount of time to resolve this issue (upheld); and
- (b) failed to investigate Mr C's complaints against two members of staff and also failed to follow the Council's complaints procedure when they received his formal complaint (upheld).
Redress and recommendations
The Ombudsman recommends that the Council:
- (i) write to Mr C to apologise for the delays in assessing his claim for Council Tax Benefit; and
- (ii) reinforce to staff the importance of ensuring that formal complaints are considered in line with the Council's complaints procedure.
The Council have accepted the recommendations and will act on them accordingly.