## Frequently Asked Questions

Why do I need to renew my pass when you already have all my details?

We are required to issue a new Freedom Pass every 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.

Why are you encouraging people to use the website?

Your council is keen to ensure the future of the Freedom Pass, so keeping administrative costs down is important. Using the website is the cheapest and most efficient method for you and your council.

When will I get my new pass? To ensure you receive your Freedom Pass by 31 March 2015 renew now on the website or the form* and your pass will be sent to you between **January and March 2015**. You will not receive your pass before January 2015.

Do I need an email address to use the website?

No, you don't need to enter an email address to renew using the website. However, the benefits of setting up an account using your email include receiving an update when your new pass is sent out.

## Can I Renew On The Telephone? No, You Must Use The Website Or Return The Enclosed Form By Post*.

Can I renew at the Post Office?

No, you must use the website or return the enclosed form by post*.

## Does Every Holder Of The Older Person'S Freedom Pass Have To Renew Their Pass? No, It Just Affects Those People Whose Passes Expire On 31 March 2015.

Someone I know has an older person's Freedom Pass that expires on 31 March 2015 but they haven't received this letter. What should they do?

Renewal letters are being sent out gradually during November and December 2014, so it may be that their letter will be sent later than yours. If you know someone who has a pass that expires on 31 March 2015 but hasn't received a letter by 31 December 2014 they should call 0300 330 1433
What do I do with my existing pass?

Carry on using your existing pass until you receive your new pass. Once you have your new pass you should destroy your old pass and start using your new one straight away. You do not need to return your current pass. 

Will I receive confirmation that I have renewed successfully?

If you renew using the website you will be able to follow the progress of your pass using the website tracker at www.freedompass.org  Your card will be dispatched between January and March 2015.

## The Person To Whom This Letter Is Addressed Has Died Or Moved To Another Address. What Should I Do? Please Contact 0300 330 1433 Or Email Info@Freedompass.Org And We Will Update Our Records.

What if my details have changed from those on the letter?

Go to the website to update your details. Alternatively, you can complete and return the enclosed form* by post, enclosing photocopy proof of your new details (please see over for full list of acceptable proofs).

## 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.

If your name and/or address are different to that shown on your renewal letter you can update your details on the website using one of the proofs set out below.  Alternatively, complete the enclosed form* and return it with a photocopy of one of the proofs set out below:

## If You Have Changed Your Address:

You must provide ONE example from the list below as proof of your address These should be **photocopies**. Please do not send originals as these cannot be returned to you

- Copy of residential utility bill (not mobile phone bill). Dated within last 3 months
- Copy of current council tax bill/letter/payment book - Copy of current council/housing association rent book/statement/letter - Copy of current television licence - Copy of letter of pension entitlement
- Copy of HM Revenue & Customs letter. Dated within last 3 months - Copy of Department for Work and Pensions letter. Dated within last 3 months

## If You Have Changed Your Name:

You must provide ONE example from the list below as proof of your name These should be **photocopies**. Please do not send originals as these cannot be returned to you

- Copy of current passport (black and white photocopy) - Copy of current driving licence
- Copy of marriage certificate - Copy of  decree absolute or final order - Copy of  deed poll

## Please Note That If You Have Changed Your Name And/Or Address And Submit The Form Without Supporting Documentation It Will Be Necessary To Return It To You, Leading To A Delay In Processing Your Application*.

*If you live in the London Borough of Sutton you will not have a form enclosed. If you cannot use the website, you need to take your proof(s) with you into your local library.