The Ombudsman's final decision
Summary: We will not investigate Mr X’s complaint about the functionality of the Council’s website for Blue Badge applications. This is because there is no worthwhile outcome achievable.
The complaint
Mr X complains about the functionality of the Council’s website for Blue Badge applications. He says he was unable to find how to log in to his account and is concerned that vulnerable users would face similar difficulties. Mr X would like a login link added to the website.
The Ombudsman’s role and powers
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 no worthwhile outcome achievable by our investigation. (Local Government Act 1974, section 24A(6), as amended, section 34(B))
How I considered this complaint
I considered information provided by Mr X and the Council.
I considered the Ombudsman’s Assessment Code.
My assessment
In response to Mr X’s complaint about the functionality of the Council’s website regarding Blue Badge applications, the Council provided Mr X with a link where it said he was able to access his account.
I have checked the website and there are two links, one for applications made before the end of January 2025 and one for applications made after January 2025. Applications received after the end of January 2025 are now completed on the Gov.uk website and not the Council’s website. The page for applications made prior to January 2025 contains a link to the Council’s website to allow users to log in to their accounts.
I will not investigate this complaint because doing so would not lead to a worthwhile outcome. This is because I consider there to be sufficient information on the Council’s website for users to manage their applications. Also, applications are no longer accessed through the Council’s website so recommending any changes to the Council’s website in this regard would not be proportionate.
Final decision
We will not investigate Mr X’s complaint because an investigation would not lead to a worthwhile outcome.
Investigator's decision on behalf of the Ombudsman