Reviewing of declined Freedom Pass applications in progress due to consumer grievance
In a recent turn of events, the Local Government and Social Care Ombudsman has initiated an investigation into the London Borough of Newham, following a complaint from a disabled resident. The resident, who was on a waiting list for a hip replacement and had supporting documents from the NHS about his disability, had his application for a Freedom Pass rejected by the council.
The Ombudsman's investigation revealed that the council did not deal with the man's application or appeal in a timely fashion. Furthermore, the council did not offer him an independent medical assessment before deciding his application for a Freedom Pass, as required by Department for Transport guidance.
The council also admitted that it did not have a specific policy in place for determining Freedom Pass applications. This oversight led to its way of carrying out assessments for Freedom Pass applications being found not in line with guidance.
In response to the Ombudsman's findings, the council has agreed to produce a new policy in line with Department for Transport guidance and publish it on its website. The council will also request relevant evidence from the resident and reconsider his application for a Freedom Pass.
The Ombudsman's investigation has also uncovered that the council will review 238 rejected Freedom Pass applications it refused in the financial year 2022-23, in line with its new policy. The council has further agreed to apologise to the resident and pay him a combined £400 for the uncertainty and avoidable frustration caused.
Moreover, the council's assessment process was found to lack transparency. To address this, the council will revisit the cases of other people who may have been affected by its lack of proper policy.
The Local Government and Social Care Ombudsman is also reviewing more than 200 rejected applications for Freedom Passes in Newham. The council's actions underscore the importance of clear, transparent, and fair policies in public services, especially those aimed at helping vulnerable members of society.
Freedom Passes offer free travel on public transport in London for old and disabled people, and it is crucial that the process for obtaining them is accessible and equitable for all eligible individuals.
The director of adult social care and health in Newham, Helen Jenner, is responsible for reviewing rejected Freedom Pass applications. The new policy for issuing Freedom Passes was published in August 2023. The council's actions serve as a reminder for all local authorities to ensure their policies and procedures are in line with guidance and provide fair and timely service to all residents.
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