Currently we have an 8 week lead-in time for issuing blue badges.  This is due to a number of factors – the introduction of the new ACS computer system, one staff member (out of 6) being on long-term sick leave and most importantly an unprecedented increase in the number of applications. In addition, the Department for Work and Pensions are being more stringent in awarding Disability Living Allowance, by refusing more claims or awarding for shorter periods.  This means more of the Blue Badge applicants have to be assessed, and re-assessed at shorter intervals.   With an aging population, and possibly because of the introduction of the congestion charge in London and more stringent parking regulations in local towns, this trend is unlikely to be reversed.  There is also a seasonal surge in applications every summer, as people are, quite rightly, keener to use their vehicles when the weather is better.  In addition, the Department for Transport is considering the introduction of 1-year badges for people with temporary conditions such as recuperation from hip replacements.  This will increase the pressure on all Blue Badge teams.

We do advise people to apply 6-8 weeks before their renewal date because we may have to obtain medical evidence to confirm that the person’s condition has not improved.  Being in receipt of a badge in previous years does not confer automatic re-entitlement, according to Department for Transport guidelines.  Only being in receipt of higher rate mobility component of Disability Living Allowance gives automatic entitlement.

One of the difficulties we have encountered is that a large number of Blue Badge applicants make contact with the Customer Services Centre to enquire regarding progress of their application.  In order to avoid over-burdening the Blue Badge Team, the CSC try to handle these calls but obviously don’t have access to the full information, which frustrates the caller.  We are looking at ways of improving the service that can be delivered at that point, so that callers can be given better and more accurate information.

Measures that we have put in place will, we hope, produce results in the near future in getting that transaction time down to more acceptable levels.  We are very conscious of both the customer service and public relations issues – the queries we receive, which are often justified, are nevertheless very time-consuming in their own right and contribute to the delays – an inevitable but frustrating turn of events.  This downward spiral is hard to break but I can assure you that we are doing all we can to rectify the situation.

We have 72,000 badge-holders and around 700 new applications and renewals per week (each badge is valid for a maximum of 3 years).  Two years ago, we received around 400 new applications and renewals per week.  Many renewals are received near to or even after the badge expiry date, which adds to the pressure to turn-round applications quickly.

In addition, a growing number of applications have to be returned, or the applicant contacted by phone, because the form has been incorrectly completed or information has not been supplied.  The Blue Badge Team are also vigilant over potentially fraudulent applications and re-applications, of which there are a number (we recently cancelled an application made by the applicants daughter, as a check on ACS records showed that the applicant had died some months previously).