Summary: We will not investigate Mrs X’s complaint about a blue badge process. It is unlikely we could achieve a significantly different outcome.

The complaint

1. The complainant, whom I shall call Mrs X, complains about the Council’s blue badge process.

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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 or continue an investigation if we decide:
• we could not add to any previous investigation by the organisation; or
• further investigation would not lead to a different outcome; or
• there is no worthwhile outcome achievable by our investigation (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 Mrs X and the Council.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. Mrs X says she applied for the renewal of D’s blue badge in March 2023 as it expired at the end of June. The Council rejected the application and asked for more information. Mrs X started the Council’s appeal process. She first complained to the Council in June. It explained the process had changed since she had first applied. This meant she had to provide information which in the past the Council had not asked for. The Council told her that when a person appeals the Council granted a four month grace period. This meant the blue badge would not expire until the end of October 2023.
6. Mrs X asked the Council to step up her complaint to stage two at the beginning of November. It replied a week later. It confirmed it granted the blue badge. It apologised for “frustration, inconvenience and miscommunication”. It said it would change its description of the process on its website. It was looking at ways to reduce delays including increasing using IT. It agreed to waive a £10 fee.
7. Mrs X says she wants us to consider her complaint because she feels the process was unfairly arduous.
8. We will not investigate this complaint because it is unlikely we could achieve a significantly different outcome for Mrs X or other applicants. The Council is looking at process changes and improvements. Mrs X had the blue badge throughout the period other than ten days at the end. Which is not a long enough period to need a separate remedy.

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Final decision

9. We will not investigate Mrs X’s complaint because it is unlikely we could achieve a significantly different outcome.

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Investigator's decision on behalf of the Ombudsman