Summary: We will not investigate this complaint about an unsuccessful application for a blue badge. This is because there is insufficient evidence of fault by the Council.

The complaint

1. The complainant, Ms X, disagrees with the Council’s decision that she is ineligible for a blue badge. She says she cannot walk 80 metres as stated by the Council. Ms X wants another telephone assessment.

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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. (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. I also considered our Assessment Code.

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My assessment

4. Ms X applied for a blue badge. The Council assessed the application on the papers and decided Ms X does not qualify. Ms X appealed. In response the Council invited her to attend an in-person mobility assessment. This would have given the Council’s assessor the chance to watch Ms X walking and observe any problems she has. Ms X declined to attend the assessment but had a phone assessment.
5. Following the assessment the Council confirmed its decision. It said Ms X could walk up to 80 metres. Ms X disagrees with the decision and says she cannot walk 80 metres.
6. I will not start an investigation because there is insufficient evidence of fault by the Council. Desk- based and telephone assessments are not as a robust as face-to-face mobility assessments. The Council acted appropriately by offering Ms X an in-person assessment which would have given Ms X the opportunity to demonstrate her mobility problems and might have led to the Council issuing a badge. I appreciate Ms X felt unable to attend but it demonstrates the Council was following the correct process for assessing applications.
7. Ms X wants another phone assessment. I will not ask the Council to do this because we can only ask for a remedy if we find fault and because it is unlikely another phone assessment would lead to a different outcome.

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Final decision

8. We will not investigate this complaint because there is insufficient evidence of fault by the Council.

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Investigator's decision on behalf of the Ombudsman