Agenda item

The Chair welcomed County Councillor Peter Buckley, Cabinet Member for Community and Cultural Services; Sarah Jenkins, Head of Service Customer Access Service; and Ben Zebrowski, Quality Team Manager, to the meeting.

The report presented provided an update on the Department for Transport's (DfT) new Blue Badge criteria to extend eligibility to people with 'hidden' disabilities.

The changes to the Blue Badge scheme came into force in August 2019. A lot of work had been done in preparing and training staff for dealing with queries and new applications. Consultations had taken place with the DfT and local authorities as well as internal services such as Lancashire Parking Services and Corporate Communications. The next piece of work that the Customer Access Service Team would look into would be an Enforcement Policy.

The committee was informed that Blue Badges had a time limit of three years, then badge holders were required to reapply. There were processes on the Customer Access Service website explaining what to do when badge holders had passed away or circumstances had changed. Registrars also updated the Customer Access Team when someone had passed away.

Members asked why all reapplications were treated like a first time application. The committee was informed that it was stipulated in the guidance that every badge holder had to renew their application after three years. It was acknowledged  that some conditions were not going to see any significant improvement after three years and that the authority was looking at a piece of work to allow the current database system to override some elements of the application process. This piece of work was planned for the next 6-12 months and would make it easier for customers to reapply for badges.

Concerns were raised that the push for applications to be completed digitally risked disadvantaging many of the people who might be in need of a blue badge.  Members were informed that online applications freed up time for staff to help those in need. The Customer Access Team offered support in completing applications for applicants that required guidance and who were perhaps not adept at completing online applications. Applicants were urged to ring up the team and they could book an appointment and the team would help fill in their details and post their photos to the team rather than trying to download them online. The Customer Access staff had extensive training to help applicants. It was pointed out to the committee that library staff could also help applicants with downloading their photos and providing advice. 

The committee was informed there was little flexibility permitted regarding the wording of questions asked in applications relating to how far somebody could walk. There was a suggestion from the committee that the focus should be on an applicant's capability to walk on their 'worst day'.

It was pointed out to members that the Customer Access team followed up any lack of information or contradictions on a Blue Badge application rather than dismissing it.

Members enquired about how many complaints the Customer Service Access Team had from Blue Badge holders who did not have a physical disability but qualified under a different criteria. They were told that the Customer Access Service Team had not received any reports to back up concerns expressed on social media that people with hidden disabilities might be targeted by others who saw them using a Blue Badge. Members asked if wording could be put on the Blue Badge explaining the person's disability. They were informed that the badges were produced nationally but the Customer Access Service Team would feed this back.

Resolved: The Internal Scrutiny committee notes the changes to eligibility criteria for Blue Badge applications.