What we heard at the Kingston Direct Payment Forum on Concessionary Travel

Thank you to the Kingston Council team and to all the Kingston residents who attended our recent Direct Payment Forum on concessionary travel. Residents shared valuable experiences, questions and ideas which will help Kingston Council improve its services.

The forum focused on Blue Badges, Disabled Person’s Freedom Passes and Taxicards. Kingston Council explained the current service, discussed possible changes and listened to residents’ views about what should be improved.

What is Kingston Council considering?

Kingston Council is considering appointing a specialist organisation to help deliver its concessionary travel service. No final decision has yet been made, and the Council would remain responsible for the service and for monitoring the provider’s performance.

The proposed contract would run for three years, with the option to extend it for a further two years. It is currently expected to begin around December 2026, although this date may change.

The proposed changes aim to provide:

• Shorter waiting times
• Clearer information about applications and supporting evidence
• Better communication by email, letter or text
• Telephone support five days a week
• Earlier access to specialist knowledge
• Fewer in-person assessments where a decision can be made from the evidence provided
• A clearer and fairer process for reviewing Blue Badge decisions

The Council will also develop performance measures covering areas including resident satisfaction, the speed and accuracy of decisions, customer service and the handling of complaints. The provider’s performance would be reviewed regularly, with an update shared after the first year.

What will stay the same?

The eligibility rules for Blue Badges, Freedom Passes and Taxicards will not change. These rules are set nationally by the Department for Transport.

Residents will still be able to ask for a decision to be reviewed, make a complaint if they are unhappy with the service and contact the Ombudsman where appropriate.

People will also still be able to receive help with an application from a support worker, family member or advocate. You do not need to drive to qualify for a Blue Badge; it can be used when you travel as a passenger.

What did residents tell us?

Residents welcomed the prospect of faster decisions, clearer guidance and information written in plain English. They were particularly supportive of reducing unnecessary in-person assessments, which can feel stressful and like having to take a test.

Residents also asked for:

• Accessible information, including Easy Read, British Sign Language and better colour contrast
• Clearer information about what happens during an in-person assessment and why it may be needed
• Accessible telephone services, including hearing loops
• Better information about what evidence applicants should provide
• Continued support for people applying in their homes or local community spaces
• Improvements to the Taxicard service, including addressing the shortage of ComCab drivers and the number of allocated journeys
• Social value commitments which directly benefit disabled residents, such as employment opportunities and more accessible local buildings

Other issues raised included accessible buildings, e-bike parking blocking disabled access and future access to self-driving taxis. Kingston Council will pass these comments to the relevant teams and use residents’ feedback as the work develops.

You can read the full feedback and the Council’s responses here:

• Read the detailed forum write-up
• Kingston Council’s Illustrated summary (click each image in the gallery below)