The Ombudsman's final decision
Summary: We will not investigate this complaint an unsuccessful Blue Badge application. This is because the Council will reconsider the application by offering a face-to-face mobility assessment.
The complaint
The complainant, whom I refer to as Ms X, disagrees with the Council’s decision to refuse her application for a Blue Badge.
The Ombudsman’s role and powers
The Ombudsman investigates 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 the Council offers a fair way to settle the complaint. (Local Government Act 1974, section 24A(6))
How I considered this complaint
I considered information provided by Ms X and the Council. This includes the Council’s offer to do a face-to face mobility assessment. I also considered the Ombudsman’s Assessment Code.
My assessment
Councils often do a face-to-face mobility assessment as part of the Blue Badge application process. Many councils switched to telephone assessments during the pandemic. The Council will review the situation this month and hopes to resume face-to-face assessments.
Ms X applied for a badge. The Council did a telephone assessment and decided Ms X does not qualify for a badge.
The Council has offered to reconsider Ms X’s application, and do an in-person assessment, when it resumes face-to-face mobility assessments.
I will not investigate this complaint because the Council has offered to reconsider the application. This is not a guarantee the Council will decide Ms X qualifies for a badge, but it will give the Council the opportunity to assess Ms X’s mobility in more detail. We have no power to award a badge as it is for the Council to decide if someone qualifies.
Final decision
We will not investigate this complaint because the Council will reconsider the application and do an in-person mobility assessment. This is a fair way to settle the complaint.
Investigator's decision on behalf of the Ombudsman