Summary: We upheld Mrs X’s complaint about the Council’s decision to refuse her Blue Badge application. The Council agreed to resolve the complaint by completing a review with information provided at appeal.

The complaint

1. Mrs X complained the Council refused her application for a Blue Badge. She said the Council did not take all her ailments into account.
2. She said she relies on family members to take her to appointments. She wants the Council to provide her with a Blue Badge.

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The Ombudsman’s role and powers

3. 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 or continue with 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).

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How I considered this complaint

4. I considered information provided by the complainant and the Council.
5. I considered the Ombudsman’s Assessment Code.

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My assessment

6. Mrs X complained the Council refused her Blue Badge application .
7. Mrs X said in her appeal that her mobility had degenerated further due to difficulties in her leg. The Council’s appeal response lists evidence Mrs X provided but it did not demonstrate how it considered the evidence, or the additional information provided by Mrs X about her mobility. That has resulted in avoidable uncertainty for Mrs X as to how the Council considered her appeal.
8. We therefore asked the Council to consider remedying the injustice caused to Mrs X by reviewing her Blue Badge appeal. The Council contacted Mrs X who chose to proceed with a desk-based assessment.

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Agreed action

9. Within one month of this final decision, the Council agreed to:
• Complete another review of Mrs X’s blue badge appeal. If Mrs X’s appeal is unsuccessful, the Council will write to Mrs X setting out the reasons for this.
10. The Council should provide us with evidence it has complied with the above action.

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Final decision

11. We upheld Mrs X’s complaint. The Council agreed to resolve the complaint early by providing a proportionate remedy for the injustice caused to Mrs X.

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Investigator's decision on behalf of the Ombudsman