London Borough of Croydon (21 005 851)
Category : Adult care services > Transport
Decision : Closed after initial enquiries
Decision date : 01 Sep 2021
The Ombudsman's final decision:
Summary: We will not investigate this complaint about a disabled persons freedom pass. This is because the Council has renewed the pass.
The complaint
- The complainant, whom I refer to as Mr X, complained the Council had not renewed his disabled persons freedom pass.
The Ombudsman’s role and powers
- 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 the problem has been resolved. (Local Government Act 1974, section 24A(6))
How I considered this complaint
- I considered information provided by Mr X and an email from the Council saying it has renewed the pass. I also considered the Ombudsman’s Assessment Code.
My assessment
- Mr X complained the Council had not renewed his disabled persons freedom pass. Mr X provided more information to the Council and the Council renewed the pass on appeal.
Final decision
- We will not investigate this complaint because the Council has renewed the pass and the problem has been resolved.
Investigator’s decision on behalf of the Ombudsman
Investigator's decision on behalf of the Ombudsman