Navigating London with a Taxicard: Your Guide

For many Londoners, navigating the bustling capital can present unique challenges, particularly for those with mobility difficulties. Public transport, while extensive, isn't always accessible or comfortable for everyone. This is where the London Taxicard scheme steps in, offering a lifeline of independent, subsidised door-to-door transport in licensed black taxis and private hire vehicles. Designed to empower individuals with severe mobility issues, the Taxicard transforms how eligible residents experience London, providing freedom and flexibility in their daily lives. Understanding the nuances of this scheme is crucial for prospective and current members to maximise its benefits.

Understanding the London Taxicard Scheme

The London Taxicard is more than just a discount card; it's a dedicated programme aimed at making travel accessible and affordable for permanent residents of participating boroughs who face significant challenges using conventional public transport. It's a testament to London's commitment to inclusivity, ensuring that mobility impairments do not become insurmountable barriers to accessing services, social activities, or simply getting around.

Who is Eligible for a London Taxicard?

Eligibility for the Taxicard scheme is carefully assessed to ensure the support reaches those who need it most. To qualify, you must be a permanent resident of the borough from which you are applying and meet one of the following criteria:

• You are blind, indicating a severe visual impairment that significantly impacts independent travel.
• You have long-term, severe mobility difficulties. This criterion encompasses a wide range of conditions that restrict movement over distance, or make walking or standing for prolonged periods extremely challenging.
• You experience significant difficulty in using public transport. This could be due to physical limitations preventing the use of stairs, navigating busy stations, or inability to stand on moving vehicles, even if the impairment is not primarily a walking difficulty.

It's important to understand that 'long-term, severe mobility difficulties' are not just about temporary discomfort. This refers to conditions that have a lasting impact on your ability to move independently and safely. The scheme aims to support those whose daily lives are genuinely impacted by their mobility. Similarly, 'difficulty in using public transport' isn't just about preference; it means facing genuine, often insurmountable, obstacles when attempting to use buses, trains, or tubes.

The Mobility Assessment Process

To ensure fairness and accuracy in eligibility, some applicants will be required to attend a mobility assessment. This isn't a test designed to trip you up, but rather a supportive evaluation conducted by an expert assessor, typically an occupational therapist. The assessment aims to understand the true nature and extent of your mobility difficulties and how they impact your ability to travel.

These appointments are held at the Supported Travel office, located at 44 York Street, Twickenham, TW1 3BZ. The assessment typically lasts approximately 30 minutes. During this time, you will have a discussion with the occupational therapist about your specific mobility challenges, how they affect your daily life, and the difficulties you encounter with public transport. This conversation is usually followed by a short walking assessment, designed to observe your current mobility and functional abilities in a practical setting. This comprehensive approach helps assessors make an informed decision on your eligibility.

Your Annual Trip Allowance

Once you are an approved member of the London Taxicard scheme, you are allocated an annual allowance of trips. The scheme year operates from 1 April until 31 March. Each eligible member receives a generous allowance of 104 trips per year, which are allocated on 1 April each year. This significant number of trips is designed to provide substantial support for regular travel needs throughout the year.

If you join the scheme part-way through a scheme year, your initial trip allocation will be calculated on a pro-rata basis by London Councils. This ensures you receive a fair proportion of trips for the remainder of that year. Crucially, it's important to note that any unused trips from a previous scheme year are not carried over into the new year. This encourages members to utilise their allowance within the designated period, ensuring the scheme's resources are effectively managed.

Booking Your Taxicard Journeys

Booking a taxi with your Taxicard is designed to be straightforward and convenient. Once your Taxicard is activated – a simple process detailed in your starter pack – you have several options:

• Online Booking: You can book taxis directly online via Computer Cab (ComCab), a principal provider for the Taxicard scheme. This offers flexibility and the ability to arrange journeys from the comfort of your home.
• Telephone Booking: For those who prefer speaking to someone, the dedicated telephone number for booking is conveniently located on the back of your Taxicard.
• Hailing or Rank: In a traditional London fashion, you can also hail a Computer Cab taxi directly in the street or pick one up from a designated taxi rank. This provides spontaneous travel options when needed.

These multiple booking avenues ensure that members can access transport reliably, whether planning ahead or needing an immediate ride.

Understanding Fares and Payments

The financial structure of the Taxicard scheme is one of its most valuable aspects, offering significant subsidies on journey costs. Journeys are paid for jointly by the scheme (your local council, via London Councils) and you, the Taxicard member. This shared contribution model makes taxi travel affordable for eligible individuals.

For each journey, you, the Taxicard member, always pay the first £3.50. This is your minimum contribution. The scheme then pays up to £9.50, which is referred to as the 'Single Subsidy'. Therefore, for any journey costing up to £13 (£3.50 from you + £9.50 from the scheme), you will only pay £3.50. If the total trip cost exceeds £13, you are responsible for paying any additional cost beyond the £13 threshold. This ensures that even for longer journeys, a substantial portion of the fare is covered.

The Flexibility of Double Swiping

A particularly beneficial feature of the Taxicard scheme is 'double swiping'. This allows Taxicard members the option to swipe their cards twice during a single journey, effectively using two trips from their annual allowance instead of one. The primary benefit of this is to provide a larger subsidy for longer or more expensive journeys.

When you use a double swipe, your minimum contribution increases to £7 (twice the usual £3.50), but critically, the maximum trip subsidy from the scheme also doubles to £19 (twice the usual £9.50). This means that for a journey costing up to £26 (£7 from you + £19 from the scheme), you will only pay £7. This feature offers significant flexibility, allowing members to choose whether to take fewer, longer, and more costly trips, or more frequent, shorter journeys, depending on their individual needs. It truly empowers members to tailor the scheme to their travel patterns.

Maximum Fare Guarantee: Peace of Mind

When you book a Taxicard journey, you will be given a 'maximum fare guarantee'. This is an estimated maximum cost for that specific journey, calculated based on a price per mile. This feature provides transparency and peace of mind, ensuring you have an understanding of the potential cost before you even set off.

At the end of your journey, the actual fare will be determined by the taxi's meter. If the fare displayed on the meter is lower than the maximum fare quoted when you booked, your contribution will be based on the lower metered fare. However, if the fare on the meter is higher than the maximum fare quoted, you will only be charged the maximum fare that was quoted at the time of your booking. This guarantees that you will never pay more than the quoted maximum, protecting you from unexpected cost increases due to traffic or other unforeseen circumstances.

Applying for a London Taxicard

The application process for a London Taxicard is designed to be clear, though it requires careful attention to detail to ensure all necessary documentation is provided. The first step is to download the Taxicard application form from your borough's website or request a hard copy by contacting the Supported Travel team.

Should you require any reasonable adjustment or assistance to complete your application due to a disability, in accordance with the Equalities Act 2010, you can call 020 8831 6094 or 020 8831 6312 for support. This ensures the application process is accessible to all.

Once completed, the application form, along with all relevant supporting documents, must be returned to the Supported Travel team at 44 York Street, Twickenham, TW1 3BZ. It is absolutely crucial to use the correct postage when sending your application to avoid any delays. If you are unsure about the required postage, it is advisable to have your envelope weighed at a Post Office. Furthermore, when posting documentation, remember to send only copies of the required proofs, not originals. If you send originals, you will be responsible for collecting them, which can be inconvenient.

Required Proofs: Identity and Address

To support your application, you will need to provide clear proof of both your identity and your address. Adhering to the specific requirements for each is vital for a smooth application process.

Proof of Identity (Include one of the following):

• Passport (only the page with your personal information: name, date of birth)
• Driving licence (full or provisional)
• Birth certificate (not accepted if your name has changed since birth)
• Marriage, civil partnership, divorce, or dissolution certificate
• Deed poll (showing a legal change of name)
• Certificate of naturalisation
• HM Forces ID card
• European identity card
• Asylum registration card or letter

These documents are used to verify who you are and that you are legally residing in the UK.

Proof of Address (Include one of the following):

It is important to note that hospital and GP correspondence, along with bank and credit card statements/letters, are not accepted as proof of address for this scheme.

Dated within 12 months:

• Council Tax bill or statement
• Tenancy agreement or rent book/statement/letter
• Home/contents insurance document

Dated within three months:

• Residential utility bill/letter (excluding mobile phone bills, which are not accepted) e.g., gas, electricity, landline phone, water bill
• HM Revenue and Customs letter
• Letter of entitlement to benefits or pension
• Domiciliary care bill

These documents are used to confirm your current residential address within the borough. The varying date requirements ensure that the proof of address is recent and accurate.

Application Outcome and Activation

After you submit your application, the Supported Travel team will contact you within eight weeks. There are typically three possible outcomes:

1. You will be informed that your application has been successful.
2. You will be asked to attend a mobility assessment to further evaluate your eligibility.
3. You will be asked to provide further documentation if something was missing or unclear in your initial submission.

If your application is successful, you will be sent a London Taxicard starter pack. This pack contains your new Taxicard and crucial instructions on how to activate it. It is imperative that you follow these activation steps precisely, as your card will not work until it has been properly activated. This activation process is a final security measure to ensure the card reaches the intended recipient and is ready for use.

Appeals Process for Taxicard Applications

Should your application for the London Taxicard scheme be refused, you have the right to appeal this decision. The appeals process is structured in two stages, ensuring a thorough review of your circumstances. It is vital to submit your appeal in writing within 28 days of the date on the refusal letter.

Stage 1 Appeal

When writing your Stage 1 appeal, you should include any and all information you believe supports your eligibility for the scheme. This is your opportunity to provide more detail than what might have been included in your initial application. For example, further information about your specific mobility impairment, a detailed diagnosis, prognosis from a medical professional, and details of any medication you are taking that impacts your mobility can be highly beneficial. Crucially, you should provide additional medical evidence from your GP or a relevant medical professional to support your appeal. This evidence must be recent, accurately reflect your current situation, and be directly relevant to the scheme's eligibility criteria.

The Supported Travel team will acknowledge receipt of your appeal within five working days. Following this, the Head of Parking Compliance will review the additional information you have provided against the scheme’s eligibility criteria. After careful consideration, the Head of Parking Compliance will either approve you for the service, in which case you will receive a confirmation letter, or refuse the service, providing a clear written explanation for the refusal.

Stage 2 Appeal

If your Stage 1 appeal is unsuccessful and you still believe that certain issues have not been adequately addressed, the refusal letter will offer you the option to progress your appeal to Stage 2. This involves submitting a further written appeal to the Assistant Director of Resources. This stage provides an additional layer of review, ensuring that all aspects of your case are thoroughly considered.

Local Government Ombudsman

Once you have exhausted both stages of the internal appeals process, if you feel that the council has not applied its policy correctly or that there has been maladministration, you may bring the matter to the attention of the Local Government Ombudsman. This independent body investigates complaints about councils and certain other service providers.

Subsequent Applications

If your application is turned down at the initial application stage, Stage 1 appeal, or Stage 2 appeal, you are permitted to apply again without prejudice six months after the date of the final decision notification. This waiting period allows time for circumstances to potentially change or for new evidence to become available. However, if you are turned down but then become eligible within this six-month period through one of the automatic qualifying criteria (e.g., a new diagnosis that definitively meets the criteria), you can reapply immediately with the relevant supporting documentation.

Replacement Taxicards

Life happens, and sometimes cards get lost, stolen, damaged, or simply expire. The process for obtaining a replacement Taxicard is distinct from the initial application process. Your local borough cannot replace expired, lost, stolen, or damaged cards; instead, you need to contact London Councils directly for these requests.

• Phone: You can reach London Councils regarding replacement cards by calling 020 7934 9791. Their phone lines are open Monday to Friday, from 9 am to 5 pm.
• Email: Alternatively, you can send an email to [email protected] to request a replacement.

There is a small administrative cost for replacement cards, which is £10. Once your request is processed and necessary document approval is completed, your replacement Taxicard should arrive within 5 to 10 working days. It's important to be aware that a replacement Taxicard will be issued with a new membership number. This means that if you happen to find the Taxicard you had previously lost, it will no longer be active and will not work.

Important Contact Information for Applications

If you have any questions about the application process, require assistance in completing your application, or would like a hard copy of the application form sent to you, you can contact the relevant team directly:

• Phone: 020 8831 6312
• Email: [email protected]

This contact information is specifically for new applications and general queries related to the application process, ensuring you receive the correct support when embarking on your Taxicard journey.

Frequently Asked Questions about the London Taxicard

Q: Who is eligible for a London Taxicard?

A: Permanent residents of the borough who are blind, have long-term severe mobility difficulties, or experience significant difficulty using public transport are eligible. A mobility assessment may be required.

Q: How many trips do I get per year?

A: Approved members are allocated 104 trips per year, with the scheme year running from 1 April to 31 March. New members joining mid-year receive a pro-rata allocation.

Q: Can I carry over unused trips to the next year?

A: No, unused trips from the previous scheme year are not carried over and will expire on 31 March.

Q: How do I pay for my Taxicard journeys?

A: You pay the first £3.50 of each journey (or £7 for a double swipe), and the scheme subsidises up to £9.50 (or £19 for a double swipe). You pay any additional cost if the fare exceeds the subsidised amount.

Q: What is 'double swiping'?

A: Double swiping allows you to use two trips from your allowance for a single journey, increasing the maximum subsidy from £9.50 to £19. This is useful for longer or more expensive trips, though your minimum contribution also doubles to £7.

Q: What if I lose my Taxicard?

A: You must contact London Councils directly on 020 7934 9791 or [email protected] to request a replacement. There is a £10 fee, and your old card will be deactivated.

Q: How long does the application process take?

A: You should be contacted within eight weeks from when you submit your application regarding its outcome.

Q: Can I appeal if my application is refused?

A: Yes, you can appeal in writing within 28 days of the refusal letter. There is a two-stage appeal process, and further medical evidence is often beneficial.

Q: What kind of documents do I need for proof of address?

A: Accepted documents include Council Tax bills, tenancy agreements (within 12 months), or utility bills (gas, electricity, water, landline phone) dated within three months. Bank statements and mobile phone bills are not accepted.

The London Taxicard scheme stands as a vital service, offering not just transport but genuine independence and improved quality of life for eligible Londoners. By understanding its criteria, processes, and benefits, individuals with mobility challenges can unlock a new level of freedom in navigating the capital.

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