The Ombudsman's final decision
Summary: We will not investigate this complaint that the Council delayed processing the complainant’s application for a blue badge. This is because there is insufficient evidence of fault by the Council.
The complaint
The complainant, Mrs X, complains the Council delayed processing her application for a new blue badge.
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 an investigation if we decide there is not enough evidence of fault to justify investigating. (Local Government Act 1974, section 24A(6), as amended, section 34(B))
How I considered this complaint
I considered information provided by Mrs X and the Council. This includes an update from the Council. I also considered our Assessment Code.
My assessment
Mrs X’s blue badge was due to expire in February 2025. She made a new on-line application in November 2024. The website says applicants must provide a photograph which has been taken in the last six months. It also says the Council may take up to 12 weeks to process an application once the Council has received all the information.
The Council reviewed the application in December and found Mrs X had not provided a photograph. It asked her to send a photograph. Mrs X sent a photograph in February but, when the Council assessed it, officers found it had not been taken in the last six months. The Council asked Mrs X for a current photograph.
Mrs X sent another photograph in February. The Council acknowledged receipt and said it would respond within eight weeks.
The Council assessed the photograph in March and awarded a badge.
I will not start an investigation because there is insufficient evidence of fault by the Council. This is because the Council did not receive all the information it needed until February, when Mrs X sent the correct photograph, and it then approved the application within 12 weeks.
Final decision
We will not investigate this complaint because there is insufficient evidence of fault by the Council.
Investigator's decision on behalf of the Ombudsman