Holt woman struggles to get bus pass in council admin nightmare

Lesley Cook, from Holt, had applied for a new bus pass and had tried to inform the county council of a change of address.

Mrs Cook, 80, was then charged £13 after failing to inform Norfolk County Council of the change of address as part of applying for her new pass.

Mrs Cook struggled to pay the charge, finding it impossible to do so over the phone.

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She tried numerous times to get in touch with the council to pay the fee but could not reach them. 

She then decided to send a cheque with her new address written on the back. 

In that time her bus pass had run out, leaving her more than a week without one. 

Mrs Cook has criticised the council helpline number.

She said: "It's not about getting my picture in the paper, it's about showing how that number is not fit for purpose, because nobody gets back to you.

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"I tried to pay over the phone but I couldn't, so I had to send a cheque.

"The first time I rang, I was on hold for a while and somebody did answer, but I couldn't get to the phone in time and they hung up. 

"After numerous times trying to contact them they finally confirmed they had received the cheque, and said that it could take up to 10 days.

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"It has been really distressing.

"The system doesn't work for people my age.

"I'm on my own, I recently lost my husband, I'm of a certain age and it is difficult. 

"I can write an email and letters using word, but for people like me you really need a telephone number that will be answered."

Our reporter also tried the number and could not get a response from the number either. 

The automated response provides and option that states: "If you are unable to access services online either yourself or with a family member please press 2." 

However, Ms Cook was unable to ever get through to anyone.

A spokesperson for the council said: “We are sorry to hear that this resident had difficulties with updating her bus pass details with us.

"Our customer services team processes thousands of bus passes every month and age-related passes are renewed automatically every four years.

"When there is a change of details, such as a change of address, we do need residents to notify us before we send their new passes otherwise this will incur an admin fee to cover the cost of resending.

"Wherever possible we do encourage residents to update their details online via our website, however updates can also be made by post, by email or over the phone by calling us on 0344 800 8020.”