Summary: We will not investigate this complaint about the Council’s decision that the complainant does not qualify for a Blue Badge, freedom pass or a taxi card. This is because the Council has agreed to do a face-to-face mobility assessment.

The complaint

1. The complainant, whom I refer to as Mr X, disagrees with the Council’s decision that he does not qualify for a Blue Badge, freedom pass or taxi card.

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The Ombudsman’s role and powers

2. The Ombudsman investigates 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 an investigation if we decide the Council has offered a fair remedy for the complaint. (Local Government Act 1974, section 24A(6))

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How I considered this complaint

3. I considered information provided by Mr X and the Council. I also considered our Assessment Code and comments Mr X made in reply to a draft of this decision.

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My assessment

4. Mr X applied for a Blue Badge, freedom pass and taxi card. Due to COVID-19 restrictions the Council could not do a face-to-face mobility assessment. The Council did a desk-based assessment instead.
5. The Council has offered to do a face-to face mobility assessment and reconsider Mr X’s application. The Council will contact Mr X when it restarts in-person assessments. This is a fair way to settle the complaint. We have no power to award a Blue Badge and, even if we found fault by the Council, the most likely outcome would be for us to ask the Council to reconsider the application.

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Final decision

6. I will not investigate this complaint because the Council will do a face-to-face mobility assessment and reconsider Mr X’s application.

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Investigator's decision on behalf of the Ombudsman