Overview
The complaint was made by Mr C on behalf of his adult daughter (Ms C). Mr C raised a number of concerns relating to the handling by Dumfries and Galloway Council (the Council) of Ms C's applications for council tax benefit and housing benefit. The Council accepted that there had been faults in the way they handled Mr C's complaint and the sum of £500 was accepted by him.
Specific complaints and conclusions
The complaints which have been investigated are that the Council:
- (a) provided Ms C with a receipt that her applications for council tax benefit and housing benefit were properly documented but later asked for additional information (not upheld);
- (b) subsequently wrongly determined Ms C's applications stating that she had a nil entitlement because she had not completed the requisite forms (no finding); and
- (c) delayed unduly in responding to Mr C's letter of complaint of 14 June 2005 to the Chief Executive (upheld).
Redress and recommendations
The Ombudsman notes that the sum of £500 has been offered and accepted by Mr C in respect of the delay in handling the formal complaint. She accepts the personal apology tendered to herself and notes that an explanation and apology were given direct to Mr C. Finally she also notes the steps taken by the Council to avoid re-occurrence of their initial misunderstanding which happened in this case.