Disabled Persons Freedom Pass

The Disabled Persons Freedom Pass gives free travel on most of London’s transport services 24 hours a day.

Using your pass

The holder is entitled to the following travel concessions:

• Free travel on London’s Underground, Overground, Docklands Light Railway, buses and trams at all times
• Free travel on National Rail from 9.30am Monday to Friday and all day at weekends and on public holidays
• Most disabled pass holders (other than those issued with a discretionary pass) will be entitled to free travel on local bus services in England outside London between 9.30am and 11pm Monday to Friday, and all day at weekends and on public holidays

Eligibility

You can apply for the Disabled Persons Freedom Pass if your sole or principal residence is in the London Borough of Richmond upon Thames and you have any of the statutory disabilities listed in the Transport Act 2000.

In addition, we have agreed to the issue of passes to some applicants with a mental health need.

View the full eligibility criteria for the Disabled Persons Freedom Pass scheme.

Mobility assessment

Most applicants will need to attend an appointment with an expert assessor in order to have their eligibility for the scheme assessed.

This will take place at the Supported Travel office at 44 York Street, Twickenham, TW1 3BZ.

The assessment will last approximately 30 minutes and will involve a discussion with the occupational therapist about your mobility difficulties, followed by a short walking assessment.

How to apply

To make an application download our application pack:

• Disabled Persons Freedom Pass application form
• Disabled Persons Freedom Pass application letter

Return the completed application form with all the relevant documents to:

Supported Travel team
44 York Street
Twickenham
TW1 3BZ

If posting documentation please only send copies of the required proofs, not originals. If you send originals you will be responsible for collecting them from us.

Make sure you use the correct postage when sending in your application so it is not delayed. If you are unsure how much postage you require, have your envelope weighed at a Post Office.

Equalities Act 2010: should you require a reasonable adjustment or assistance to complete your application, call 020 8831 6094 or 020 8831 6312.

Proof of entitlement

Include one of the following:

• Disability Living Allowance letter of entitlement (dated within last 12 months)
• Personal Independence Payment Award letter (dated within last 12 months)
• Service Personnel and Veterans Agency letter of entitlement
• Certificate of Visual Impairment or BD8
• Relevant medical evidence such as medical report or GP letter to support your application

Proof of address

Include one of the following, dated within the last three months:

• A residential utility bill (gas, electric, telephone, water) - mobile phone bills are not suitable
• TV licence/exemption
• Benefits/Pension letter or book/rent book/tenancy agreement
• Council tax bill/statement
• Home contents insurance document confirming current policy

Proof of identity

Include one of the following:

• Valid driving licence (photocard)
• Passport/certificate of British nationality/HM Forces ID card (expired also acceptable)
• Birth/adoption certificate (with marriage or change of name certificate if relevant)
• Marriage/civil partnership/divorce/dissolution certificate

Application outcome

We will contact you within eight weeks from when you submit your application to:

• Tell you your application has been successful
• Ask you to attend a mobility assessment, or
• Ask you to provide further documentation

Appeals

If you have been sent a letter explaining that your application for the scheme is refused, you can appeal, in writing, within 28 days of the date of the refusal letter.

Stage 1 appeal

When writing your appeal, you should include any information you believe supports your eligibility for the scheme. For example, further information about your mobility impairment, diagnosis, prognosis and medication may help. Additional medical evidence from your GP or relevant medical professional should be provided to support your appeal. This must be recent, reflect your current situation and be relevant to the eligibility criteria.

The Supported Travel team will acknowledge your appeal within five working days of receipt.

The Head of Parking Compliance will review the additional information provided against the scheme’s eligibility criteria. After considering your appeal the Head of Parking Compliance will either:

• Approve you for the service, and send you a confirmation letter, or
• Refuse the service and write to you giving the reason for refusal

Stage 2 appeal

The refusal letter will offer you the option to progress your appeal in writing to the Assistant Director of Resources should you feel that any issues remain that have not been addressed previously at the Stage 1 appeal.

Local Government Ombudsman

Once you have exhausted the appeals process, if you feel that we have not applied our policy in a correct manner you may bring this matter to the attention of the Local Government Ombudsman.

Subsequent applications

Applicants turned down for the scheme at initial application, Stage 1 appeal or Stage 2 appeal can apply again without prejudice six months after the date of the final decision notification.

Applicants turned down for the scheme who then become eligible through one of the automatic qualifying criteria within this six month period, can reapply with the relevant supporting documentation.

Replacement passes

Existing Freedom Pass holders who lose or damage their cards will be charged £12 for replacements.

Online

You can request a replacement pass online. If you already have an account you can log in, pay the £12 replacement fee and request a replacement in your account. If you do not have an account you can create one.

By telephone

Contact the Freedom Pass Helpline on 0300 330 1433, Monday to Saturday from 8am to 6pm.

By email

Email info@freedompass.org to request a replacement pass.

Timescales

Once payment has been received and confirmed you should expect to receive your replacement Freedom Pass in the post in 3 to 10 working days.

If you find a pass you have previously lost, it will no longer work. Please send it to the following address:

FREEPOST
FREEDOM PASS RETURNS (No stamp required).

You are not allowed to hold more than one concessionary pass at any one time. Only use the most recently obtained pass and return any others.

Contact

If you have any questions about the application, need help to apply, or would like a hard copy sent to you, contact us by:

Phone: 020 8831 6312
Email: accessibletransport@richmond.gov.uk