Borough toolkit for the Freedom Pass 2020 Renewal

  • By RhiannonJames

Renewal of older and disabled persons Freedom Pass

On 31 March 2020, 642,000 Older Person passes are due to expire across London boroughs, making this the largest renewal since 2015.

This year, London Councils will be performing two checks on pass holder information: firstly, a check on usage, identifying those who have not used their Freedom Pass in the last 2 years, and secondly a data matching exercise to identify those who have changed address and not informed us.

Two letters will be sent in January 2020: one to those whose Freedom Pass has not been used within 2 years, asking them to please dispose of the pass if they no longer require it. A separate letter will be sent to those we believe have a Freedom Pass due to expire, and have changed address. In the letter, they will be asked to update their details in order to receive a new Freedom Pass. 

All others who are at the same address will be issued a Freedom Pass automatically.

Passes will begin to be issued from February 2020. There is no need for anyone to contact us unless they are asked to by the letter. 

If the pass holder cannot use the online system, there is a form on the back of the letter they can return by post. A FAQs page and guidance on what they need to do if they have changed their name or address is also included with their letter.

If people have queries or difficulty renewing their pass, they can call the Freedom Pass helpline on: 0300 330 1433, open Monday to Sunday, 8am to 8pm or email [email protected].  

You may wish to do your own communications and press in order to spread the word locally. London Councils will be doing generic promotion and press, but will not be reaching out to any local papers, or targeting any boroughs specifically with communications. 


Template for communications 

Freedom Pass image