Freedom pass renewal/verification
1. My Freedom Pass is valid until 2015/16 – why am I included in the renewal/verification process?
We have a legal obligation to protect the public funds we administer. The Council reserves the right to periodically update our information and check the status of residents in receipt of a Freedom Pass.
In 2010, when the new style passes were issued, we advised that periodic checks would be undertaken during the validity of the current pass. We are therefore verifying that all active pass holders are still resident within the borough. This will ensure that we only fund Freedom Passes for eligible Camden residents.
2. Will this exercise save the Council money?
From previous renewal exercises, we have identified that at least 10% of pass-holders may have moved away, become deceased or otherwise ineligible and their passes have not been surrendered. This exposes the Council to possible fraudulent use of passes, if they remain active.
The renewal/verification process will enable us to reduce such incidences and cancel relevant passes and therefore save the Council money in the future.
3. What is an ‘automatic verification’ process?
Using name, address and date of birth information; we will attempt to verify that people are still residents within the London Borough of Camden. We will be using internal databases (i.e. electoral roll and Council tax) and/or a credit referencing agency, Experian, to complete this process. However this requires an exact match with the information held for the Freedom Pass scheme. Proof of residence will only be required where we are unable to make an exact match.
The automatic verification process has been designed to make the 2012 renewal as simple as possible for Freedom Pass holders. This new process removes the need for most pass holders to complete forms and to supply evidence of identity or residency.
We will also save money on processing costs, which will help us to continue to fund our discretionary transport schemes, such as Taxicard, PlusBus and ScootAbility..
4. Will verifying my identity/address have affected my credit rating?
No, the process only leaves a ‘light footprint’; this indicates that an identity check has been carried out, the date this occurred and the organisation (in this case, the council) that made the check. The footprint will not be seen by lenders and it will not be used for credit assessments, or affect your credit score. However, it will be seen by the individual requesting a copy of their credit report from Experian.
5. Why have some pass holders been ‘automatically verified’ and others not?
To automatically verify a pass holder’s entitlement to a Freedom Pass, we must be able to match their residency information with an up-to-date residency source.
There are a number of reasons that a pass holder may not be able to be verified automatically, the most common are listed below:
- The pass holder has moved address but the information has not been updated
- The pass holder lives in a ‘shell address’ e.g. a building sub divided into flats, bedsits etc, but the exact details are not recorded on the Freedom Pass database.
- Variation in name(s); misspelling of name or change of name
- The pass holder is a non-resident landlord
- The Camden property is a ‘second home’
- The pass holder made an application via a previous, or friend\relative’s address
In some cases, a match will not be found because the pass holder may not be the named person on the Council Tax bill or may not pay any household bills and therefore not have a credit history.
This is particularly true of older couples, where one person has all household documentation in their name. In this instance, the pass holder must return their signed form with an original utility bill (in the bill payer’s name) and a copy of their Pension or other DWP benefit statement, dated within the last 3 months.
6. What is the deadline for returning my renewal/verification form?
Please return your completed and signed renewal/verification form by Wednesday 29th February 2012. We will write to you to confirm the outcome of your address verification, within four weeks of receipt of your completed form. You must complete your form fully and submit the requested proof.
Incomplete forms will be returned for completion and may delay your verification. This may result in your pass being temporarily suspended.
Proofs and evidence
7. What proofs of address are acceptable?
Your proof of address must be an original property-linked document; if you want these returned to you, you must enclose a stamped, self addressed envelope. You may also wish to consider retaining a photocopy of your originals for your own records.
If you prefer, you can present your documents at the Cashiers Office or at your Camden day/resource centre, if you attend one. A copy of your original document will be made and your original returned to you.
If we have been unable to automatically verify your residency and you are listed on either Camden’s electoral roll or council tax register (reference required); we will require one of the original documents listed below. If you are not listed on either, we will require two of the documents below:
- A utility bill, e.g. gas, electricity, water, home telephone or broadband bill (not a mobile phone bill)
- A letter from Her Majesty’s Revenue and Customs
- A current television licence
- A building or contents insurance bill relating to your residential address
The document(s) must be originals and show your name, your residential address, and be dated within the last three months.
If you are the parent or carer of a severely disabled person who has no property-linked documents in their name; please provide:
- an original address document, listed on the form, in your name; and
- a copy of the pass-holder’s last letter or statement from the DWP (e.g. DLA or pension statement) to their residential address.
8. I have lived in Camden for several years, why do I have to supply proof of my address?
Whilst we do not dispute that the majority of pass holders remain eligible and still live in the borough, we are required to periodically undertake checks to verify ongoing entitlement. Therefore, if you receive a letter and a verification form, you must provide proof of your residency within Camden.
We have streamlined the process and in the majority of cases will only require production of one verification document (with your form). This will ensure that your pass remains valid and active until the date printed on the front of the form.
9. If I call to confirm I have received this form, will this be proof of residence?
No, we need to maintain an up to date record of evidence documenting your residential status and proving your entitlement for the Freedom Pass concession. Verifying residency via telephone is neither a robust nor secure process as postal mail etc can be forwarded to alternative addresses.
We are also unable to verify the identity of telephone callers and may inadvertently alter an individual’s records on the basis of a malicious phone call.
10. Why do I need to provide original documents?
This is aimed at reducing the incidence of possible fraud where photocopies with ‘cut and paste’ information have been provided. This is difficult to detect with photocopied documents, hence only original documents will be accepted.
If you wish to keep your original documents you can either:
- Send your documents with a stamped, self addressed envelope
- Present your original document(s) at the Cashiers Office where your documents will be verified, a photocopy taken and the original returned to you.
- Present your original document(s) at your Camden Day/Resource Centre, if you attend one.
11. Do you need proof of my identity, age or disability (if applicable)?
No, we do not require any proof of identity, age or disability in this renewal process. This renewal is aimed at reconfirming a Freedom Pass holder’s residency only.
Your Freedom Pass in the future
12. How long will my Freedom Pass remain valid and will I receive a new pass?
No, you will not receive a new Freedom Pass as your current Freedom Pass will remain valid until the date printed on the front. Please continue to use your existing pass as normal.
13. Will there be a further renewal/verification?
We will periodically verify Freedom Pass holders’ residency using residency checking systems.
We will only write to you requesting updated information if we detect a change of circumstance.
Freedom Pass communication and help
14. I need assistance completing my verification form – can you help?
Yes. You can bring your form, along with your proof of address to the Cashiers Office and we will help you complete the form and take a copy of your proof of residence.
15. How should I inform the Council that a Freedom Pass holder is now deceased?
Please contact passenger and accessible transport team, state your name and relationship to the pass holder, and their date of death if known. We will duly update or records and will not issue any further correspondence
16. I have not received any correspondence about the renewal, what should I do?
The majority of pass holders will receive a letter confirming their automatic verification and ongoing entitlement to a Freedom Pass. You will only receive a renewal/verification form if we haven’t been able to automatically verify your residency.
We will send out initial correspondence from 13-27 January 2012. If you have not received any correspondence by the end of this period, please contact The Passenger and Accessible Transport team
17. My Freedom Pass was issued by another London Borough, what should I do?
You will need to contact The Passenger and Accessible Transport team in writing, via email or fax of the date you moved into Camden and details of your previous address. As you will not be on our database, please provide two original proofs of address. If you are registered on the Council Tax or Electoral Roll, you need only provide one proof of residence.
If you hold a Disabled Persons Freedom Pass, we may need written authorisation from you to request your records from your previous local authority. If you have ‘automatic entitlement’, e.g. Higher Rate Mobility Component of Disability Living Allowance, please provide a copy of your entitlement letter.
18. I have lost my verification form or my Freedom Pass, what should I do?
If you have lost your verification/renewal form you will need to contact The Passenger and Accessible Transport Service to request another form.
To report your Freedom Pass as lost/stolen you can either download, complete and return a lost Freedom Pass lost/stolen form for our downloadable application forms page or contact The Passenger and Accessible Transport Service and ask for the lost form to be posted to your address.
