Summary: We will not investigate this complaint about a Blue Badge application. This is because there is not enough evidence of fault to warrant our involvement.

The complaint

1. Ms X complained the Council did not fairly assess her Blue Badge application. She said the Council was unprofessional during a telephone assessment. She said she is unhappy with the Council’s decision not to issue her a Blue Badge.
2. She said the Council did not respond to her in a timely manner. She said the long wait was distressing. She wants the Council to take people’s health seriously.

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The Ombudsman’s role and powers

3. 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 or continue an investigation if we decide:

• there is not enough evidence of fault to justify investigating, or
• further investigation would not lead to a different outcome

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

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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. Ms X applied for a Blue Badge. The Council reviewed her application and undertook a telephone assessment. Ms X then attended a mobility assessment. The Council declined Ms X’s application and said she did not meet the Blue Badge criteria.
7. We will not investigate this complaint. The Council considered the evidence Ms X submitted along with her medical conditions and symptoms when it decided she did not meet the criteria for a Blue Badge. It clearly set out its reasons as to why Ms X did not meet the criteria for a Blue Badge in its outcome and appeal response letters.
8. We are not an appeal body and only consider if there is fault in the way the Council made its decision. Ms X may disagree, but there is not enough evidence of fault in how the Council made its decision to justify our involvement.
9. Ms X complained the Council’s telephone assessment was unprofessional and its communication was delayed. In its complaint response the Council said it could not listen to the telephone assessment because it was not recorded. Therefore, it could not investigate this element of the complaint, but it explained it now records calls. The Council apologised to Ms X that there had been a delay in the application process. This is an appropriate response to the injustice caused to Ms X and further investigation would not lead to a different outcome.

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Final decision

10. We will not investigate Ms X’s complaint because there is not enough evidence of fault to warrant our involvement.

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Investigator's decision on behalf of the Ombudsman