London Borough of Harrow (23 016 282)
Category : Adult care services > Transport
Decision : Closed after initial enquiries
Decision date : 27 Feb 2024
The Ombudsman's final decision:
Summary: We will not investigate this complaint about an unsuccessful application for a Blue Badge. This is because the Council will offer the complainant a face-to-face mobility assessment.
The complaint
- The complainant, whom I refer to as Mr X, complains about the Council’s decision to reject his application for a Blue Badge. He says he only had a telephone assessment and the Council did not consider his medical evidence.
The Ombudsman’s role and powers
- We investigate complaints about ‘maladministration’ and ‘service failure’. In this statement, I have used the word fault to refer to these. We provide a free service but must use public money carefully. We may decide not to start an investigation if we are satisfied with the actions an organisation has taken or proposes to take. (Local Government Act 1974, section 24A(7), as amended)
How I considered this complaint
- I considered information provided by Mr X and the Council. I also considered the Ombudsman’s Assessment Code.
My assessment
- Mr X applied for a Blue Badge and submitted medical evidence. The Council carried out a mobility assessment by telephone. The Council decided Mr X does not qualify for a badge.
- In response to my enquires the Council agreed to offer a face-to-face mobility. This will give the Council a chance to observe how far Mr X can walk and his general mobility. It will also give Mr X another chance to explain his medical problems and how they affect his mobility. The Council will then make a new decision based on the findings of the in-person mobility assessment. It will be for the Council, not us, to make the new decision. We do not have the power to issue a badge or decide if someone is eligible for a badge.
- The Council will contact Mr X to make the arrangements for the new assessment.
Final decision
- We will not investigate this complaint because the Council will conduct a face-to face mobility assessment which is a fair way to settle the complaint.
Investigator's decision on behalf of the Ombudsman