Essential maintenance

Some of our online forms will be unavailable from 5pm on Monday 20th October. The system will be back online by 9am on Thursday 23rd October. We apologise for any inconvenience.

Operational decisions and business rules

There are a number of operational business rules which we follow.

Expiry date for passes

  • Legislation allows us to issue passes for a maximum of five years.
  • The expiry date on your bus pass will depend on the type of pass and the evidence provided.
  • Expiry dates are set according to our Expiry Date summary document (PDF, 107 KB)
  • Whenever a pass is renewed or replaced the expiry date will be re-set as above.

Older Person's Pass

  • Can only be issued once someone reaches the qualifying age (currently state retirement age).
  • Expiry date will be set to five years from the date of issue, unless evidence shows they are only in Warwickshire on a shorter term basis.
  • Applications are accepted from two weeks before someone reaches the qualifying age.

Disabled Person's Pass

  • Can only be issued to people who have a qualifying disability as set out in the legislation and associated guidance.
  • In Warwickshire, will only be issued to people below the qualifying age. Once someone has reached state retirement age then they will be entitled to an Older Person’s Pass.
  • Evidence of disability under category d or category g must be dated within the last year.
  • Copies of disability evidence will be retained for as long as the person holds a valid bus pass and for up to five years afterwards.
  • Will be issued if they have a qualifying disability until someone reaches the qualifying age at which point their next pass will be issued as an Older Person’s Pass.
  • Will be issued for a maximum of five years – see table of expiry dates below.
  • When a passholder who is under 18 renews their pass then a new photograph will be required.
  • Short term passes will require evidence of a qualifying disability before they can be renewed.
  • Long term passes may be renewed without asking for evidence every time they are renewed, but we may ask for evidence again some time in future.

All passes

  • Evidence of eligibility will be inspected at the time of application and details stored for as long as the person holds a valid bus pass and for up to five years afterwards.
  • When someone changes name and/or address it will be necessary for them to provide evidence of the name change (showing both old and new name) and/or evidence of the new address.
  • We will not issue a pass to a postal-only or business address. If someone has no fixed address then we will need evidence they reside in Warwickshire and the pass must be collected from a Warwickshire County Council library.
  • Passes will only be posted to the registered residential Warwickshire address (or to a selected library for collection by the passholder) and will not be delivered to family, friends or out of county addresses. Exceptions may be made where a third party has power of attorney or similar.
  • Passes can be renewed from one month before they expire.
  • If a pass expired more than 12 months ago then it is deemed to have lapsed and new evidence will be required.
  • There will be a £10 charge for
    • replacing a lost or damaged pass,
    • replacing a stolen pass where the customer has not reported it to the police and obtained a crime/incident reference number, or
    • replacing a pass where someone has changed name and wishes to have a new pass in that name at any time other than renewal, or
    • replacing a pass where someone wants a new photo but their appearance has not substantially changed
    • replacing a pass which has been used fraudulently and confiscated by a bus operator
  • We will issue a maximum of three normal replacement passes in one year. Further replacements will be issued at the discretion of the Concessionary Travel Manager depending on individual circumstances.
  • Once a pass has been cancelled because, for example, it has been lost, stolen or damaged, it is not possible to ‘un-cancel’ it and so the replacement charge is non-refundable, even if the passholder later finds their lost pass.
  • When someone’s pass is due to expire it will be their responsibility to renew it, although we may choose to send out reminders.
  • Five years is the longest we can legally issue a pass

Preventing fraudulent use

  • All passes reported lost, stolen, damaged, not received or not swiping will be hotlisted. This means they will be blocked on the electronic ticket machines and cannot be used.
  • A pass which has been confiscated by a bus driver or inspector will be withdrawn until such time as the Concessionary Travel Manager authorises a new pass to be issued.
  • Where a pass is found to be used by someone other than the passholder and has not been reported lost or stolen then;
    • The pass will be withdrawn and hotlisted
    • We will write to the passholder to ask them why, and to ask them to confirm that they will not allow anyone else to use their pass
    • We may also for up to date evidence of a qualifying disability (if applicable) and/or current address.
    • Once they have provided this information then they may order a new pass at a charge of £10 (treated as a lost pass)
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