Summary: Mr B complained about the Council’s refusal to renew his ‘Blue Badge’. The Council, after obtaining more information has changed its decision and renewed the badge.

The complaint

1. Mr B complained that Nottinghamshire County Council (the Council) refused without good reason to renew his ‘Blue Badge’.

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The Ombudsman’s role and powers

2. We investigate complaints about ‘maladministration’ and ‘service failure’. In this statement, I have used the word fault to refer to these. We must also consider whether any fault has had an adverse impact on the person making the complaint. I refer to this as ‘injustice’. If there has been fault which has caused an injustice, we may suggest a remedy. (Local Government Act 1974, sections 26(1) and 26A(1), as amended)
3. If we are satisfied with a council’s actions or proposed actions, we can complete our investigation and issue a decision statement. (Local Government Act 1974, section 30(1B) and 34H(i), as amended)

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How I considered this complaint

4. I have considered the complaint and the documents provided by the complainant, and the Council. I have written to Mr B and the Council with my draft decision and considered their comments.

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What I found

5. Mr B had been in receipt of a ‘Blue Badge’ for a number of years. In January 2019 he applied, via a Government website, to renew it. He said he experienced excessive pain on waling and could only walk for a few minutes.
6. In February 2019 the Council refused his application on the grounds that he did not meet the eligibility criteria because his mobility problems were not severe enough.
7. He requested a review and detailed his medical conditions along with the impact on his daily life including walking. In March 2019 the Council refused to review its decision as it said Mr B had not provided any new information.
8. Mr B then complained to us. Following notification of the complaint, the Council, in April 2019, offered Mr B a mobility assessment. It also telephoned Mr B’s daughter and obtained more information about Mr B’s disabilities. On the basis of this, it changed its decision and renewed Mr B’s ‘Blue Badge’, which it sent to him on 9 May 2019. It said it made the original decision due to deficiencies with the information requested on the government website.
9. I asked Mr B if he wished to pursue his complaint in the light of the new decision, but did not receive a reply.

Analysis

10. The Council’s initial decision letter was very brief and failed to properly explain why the application had been refused. This made it difficult for Mr B to understand the decision and to know what information to provide to enable the Council to renew it. Following notification from us it promptly made efforts to obtain more accurate information and renewed the badge.
11. Given the lack of response to us I assume Mr B is satisfied with the outcome.

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Final decision

12. I have completed my investigation as the Council’s actions have resolved the complaint.

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Investigator's decision on behalf of the Ombudsman