Did your Older Person's Freedom Pass expire on 31 March 2020?
My Older Person's Freedom Pass expired on 31st March 2020 and I haven't received a new pass.
If your address details have not changed and you have not received your new pass please contact the Freedom Pass team by email at [email protected] or by telephoe on 0300 330 1433 and the team will be happy to help you.
If you received a letter from us in February please follow the instructions within the letter to renew your Freedom Pass online or by post.
My address has changed. What evidence do I need to provide?
You can update your address at any time by sending one of the following documents by email or by post. Please include your previous address details.
- Current council tax bill/letter/payment book
- Current councils/housing association rent book/statement/letter/tenancy agreement
- Current television licence
- Residential utility bill / letter (excluding mobile phone bills) dated in the last 3 months
- HM Revenue and Customs letter dated in the last 3 months
- Department for Work and Pensions letter dated in the last 3 months
- Occupational pension letter dated in the last 3 months
Email: [email protected] or post to:
PO Box 6618
I have a Disabled Person's Freedom Pass that expired in March 2020 - what do I need to do to renew it?
There is a different process for Disabled Person's Freedom Pass renewal. If you have a Disabled Person's Freedom Pass please visit here for more information.
Frequently Asked Questions
Someone I know has an Older Person's Freedom Pass that expired on 31 March 2020 but they didn't receive a letter. What should they do?
We only wrote to pass holders who have used their pass at least once within the last 24 months and who, we believe, may have changed address.
If someone you know still lives at the same address and has used their pass recently their new Older Person's Freedom Pass will have been posted to them automatically from February onwards. However, if they have not received their new pass by now they should email [email protected] or call the Freedom Pass helpline on 0300 330 1433.
Please note that people with a Disabled Persons Freedom Pass may be contacted directly by their local council to renew their pass.
Why do I need to renew my Older Person's Freedom Pass?
By law a Freedom Pass cannot be issued for more than five years. We are also taking this opportunity to confirm that the details we hold for you are correct.
Do I need a new photograph?
No, we already have your photograph on record so you do not need to supply a new one.
What if I share an email address with another Freedom Pass holder such as my husband/wife/partner?
For data security reasons and to reduce the risk of fraud, it is not possible to create more than one Freedom Pass account with the same email address. If you share an email address with someone who has already created an account you can either:
•Renew without using an email address
•Use a different email address to set up an account
•Send your application by post*
Can I renew on the telephone or at council offices?
If you have received a letter from us, you must renew online following the instructions within the letter or return the enclosed form by post to Freedom Pass, PO Box 6618, Arbroath DD11 9AT (Except for people living in LB Sutton, who must take their letter and pass to a local library if not renewing online).
We no longer provide a face-to-face customer contact service at London Councils for Freedom Pass customers. If you wish to speak to someone regarding your renewal please contact 0300 330 1433.
Does every Older Person's Freedom Pass holder have to renew their pass?
No, only those whose Freedom Pass expired on 31 March 2020. Please only renew if you still require your pass.
What should I do with my existing pass?
Once you have your new pass you should start using it straight away and destroy your old one as it will no longer work. Do not return your current pass.
Will I receive confirmation that I have renewed successfully?
If you have received a letter and you renew online and provide an email address, you will receive a confirmation email when we have received your renewal - check your junk mail if you haven’t received it. Otherwise, you can track the progress of your renewal on the Freedom Pass website at www.freedompass.org/tracker
The person to whom the renewal letter is addressed has died or moved to another address. What should I do?
Please email [email protected] or call 0300 330 1433 and we will update our records.
What if my details have changed from those on the letter?
Go online to update your details. You will be asked to add proof of your change of name and/or address. Alternatively, you should complete and return the enclosed form by post*, enclosing photocopied proof of your new details.
I’ve lost my Freedom Pass, what should I do?
You will need to contact 0300 330 1433 to let us know that your pass is lost and to discuss its replacement. Please do not visit London Councils offices, there will be no one available to assist.
Using your personal information
London Councils and the London Borough in which you live will be responsible for your information which they, and their agents, will use to administer the Freedom Pass scheme for customer services and for research. Your information will not be used for marketing and will only be shared with other organisation (e.g. other local authorities, Transport for London, government departments and law enforcement agencies) to provide the services or where it is legal to do so (e.g. to detect and prevent crime and protect public funds). Your information may be matched with data from other sources, including CCTV or ticket usage data.
Our full privacy statement is available on our website: www.londoncouncils.gov.uk/freedompass/Privacy_Statement , or you can request a copy by calling 0300 330 1433.