Summary: We will not investigate this complaint about parking provision at assessment centres for Blue Badges. This is because there is insufficient evidence of fault causing injustice.

The complaint

1. The complainant, Ms X, says the Council should ensure Blue Badge assessment centres have parking close to the venue and that the Council provides accurate information about parking. If nearby parking is not possible, then the Council should not ask people about their walk to the centre.

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The Ombudsman’s role and powers

2. We investigate 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:

• there is not enough evidence of fault to justify investigating, or
• any fault has not caused injustice to the person who complained.

(Local Government Act 1974, section 24A(6), as amended, section 34(B))

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How I considered this complaint

3. I considered information provided by Ms X and the Council. This includes the complaint correspondence and the Blue Badge guidance. I also considered our Assessment Code.

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My assessment

4. Ms X applied for a badge. The Council asked her to attend an assessment at a venue. It provided information about the venue and said there was a car park two minutes away. Ms X told the Council the car park closed in 2023 and the alternative car park is too far away (she says it is 320 metres away). Ms X said she should not be expected to go to a different centre as this would involve a 30 minute drive each way. The Council arranged for Ms X to park at the venue although there is no public parking there. Ms X parked at the venue, had the assessment, and was given a badge.
5. Ms X complained to the Council and raised a number of points; these included the out of date information, lack of parking close to the venue, and it is not reasonable to expect people with mobility problems to walk 320 metres. Ms X said the assessors ask where people park and about their journey to the centre. Ms X correctly said the threshold for a badge is generally being unable to walk 80 metres.
6. The Council said it offers assessments at the nearest venue and has used this venue for many years. It said there is public transport and people can choose a different venue or use the car park. It said it would update the parking information but said it is not possible to provide parking at every venue. The Council said the team can discuss alternative options and said it would consider Ms X’s feedback when it reviews the venues.
7. Ms X had to contact the Council to explore other options as she could not walk from the car park to the venue. This did not cause an injustice because the Council made alternative arrangements and issued a badge. Ms X recognises this but says she is complaining because there may be an impact on other people.
8. I have considered the complaint in terms of any wider impact but there is insufficient evidence of fault causing an injustice. There is no requirement for councils to provide parking or ensure there is parking close-by; that said, it seems likely this is something councils consider. But, it would not be practicable for councils to only use venues with nearby parking. In addition, in considering any wider impact, I note the following: not everyone will need to use the car park; other venues are available which people may feel are suitable; the Council is willing to be flexible (as shown by allowing Ms X to use the venue parking); and people can explain during the assessment if they found the walk from the car park difficult. In addition, the Council said it would update the information about the parking and consider parking when it reviews the centres.
9. Overall, while I agree it would be helpful if every venue had nearby parking, the practical issues mean it is not something we could recommend. In addition, there are no grounds for us to start an investigation because there is insufficient evidence of fault causing injustice to Ms X or to the wider community.

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Final decision

10. We will not investigate this complaint because there is insufficient evidence of fault causing injustice.

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Investigator's decision on behalf of the Ombudsman