MB 368 Freedom Pass renewal update (PDF

A London Councils Member briefing
March 2015
Freedom Pass Renewal Update
Following earlier briefings1, this briefing sets out the progress made on renewing
older persons’ Freedom Passes and also includes some frequently asked questions
which you may find helpful.
Background
Of the 1.3 million Freedom Pass users in London, around 860,000 older pass holders were
asked to renew their passes before they expired on 31 March 2015.
Overview
In November and December 2014, London Councils wrote to all older persons’ Freedom Pass
holders who needed to renew and offered them the option of renewing online (for the first
time) or by returning an enclosed paper form. Pass holders were no longer able to renew at
the Post Office.
The second phase of the renewal programme started in January with an advertising campaign
on buses, Underground and National Rail encouraging all pass holders to renew before 31
March. Adverts also appeared in local newspapers and on selected websites.
More than 81 per cent have already renewed (in excess of 695,000) and more than 74 per cent
of those who renewed did so using the website, far exceeding our target of 50 per cent.
Applications are now being processed on a daily basis as they are received.
Frequently Asked Questions
Who is eligible for a new pass?
Anyone whose older persons’ pass expires on 31 March is entitled to a new one, provided they
still live in London. Their London home needs to be their ‘sole’ or ‘principal’ residence, which
means they live there the majority of the time.
When should people receive their new passes?
New passes were sent out in the order in which holders renewed. Everyone who renewed by
28 February should have now received their new pass. The new passes can be used as soon as
they arrive, there’s no need to wait for the old ones to expire. Old passes should be destroyed
1
See also: Member Briefing No.336, October 2014 and Member Briefing No.351, December 2014
when the new ones arrives. Late applications are being processed on a daily basis and will be
sent out as soon as possible.
What should people do if they need to renew but haven’t already?
We strongly encourage anyone whose pass expires at the end of March, but who hasn’t
renewed yet, to do so as soon as possible. While we cannot guarantee their new pass will
arrive before the end of March, we have agreed with transport operators (including TfL and
train operators) that they will accept passes as ’flash passes’ for six weeks after they have
expired (up to 15 May). Pass holders should present them to bus drivers and train station staff
for visual inspection.
What should pass holders do if they have not received their letter?
If someone has lost or not received their renewal letter they should request a replacement letter
by emailing info@freedompass.org or by calling the helpline on 0300 330 1433 (local rate).
What about disabled persons’ Freedom Pass holders?
Holders of the disabled persons Freedom Pass do not need to renew their passes online. Boroughs
contacted them to confirm their continued eligibility for the scheme and their passes are still
eligible until their current ones expire. All 60,000 disabled persons’ passes which expire at the
end of March – and whose holders meet the eligibility criteria – have been dispatched.
Councillors with any queries about the details of the renewal programme, please contact
Tony O’Connor (020 7934 9501).
Members of the public who have questions or are having difficulty renewing should email
info@freedompass.org, call the helpline on 0300 330 1433 (local rate), or visit the
Freedom Pass website: www.freedompass.org
Reports on the Freedom Pass renewal programme went to our Transport and Environment
Committee in July 2014, October 2014, December 2014 and March 2015
Author: Spencer Palmer, Director, Transport and Mobility (T: 020 7934 9908)
Click here to send a comment or query to the author
Links:
Freedom Pass website
This member briefing has been circulated to all members
London Councils, 591/2 Southwark Street, London SE1 0AL www.londoncouncils.gov.uk