Age-related travel pass
You will automatically receive a new concessionary bus pass if you have already had a pass issued by Norfolk County Council.
- If your original pass lasted more than one year, then it will be automatically renewed.
- If you have changed address since your last pass was issued you will need to send in proof of ID and let us know what your new address is four weeks before your current pass expires. If you have not notified us you will be charged an admin fee (£13 from 1 April 2022).
- You will need to supply a photograph for a new application. You can take a photo at the time of applying with a webcam or you can upload one from your computer. Instructions and examples of suitable photos are included on the form.
We would encourage you where possible to apply online. Any correspondence you need to send should also be emailed to firstname.lastname@example.org where you can. We can accept legible photographs as well as scans.
A concessionary travel pass entitles you to free travel on all off-peak services (from 9.30am until the last bus of the day) Monday to Friday and at all times during weekends and Bank Holidays. If you are using your pass outside of the Norfolk County Council area, please check for local travel variations.
Changing personal details
If your details change, ensure you let us know so we send any pass related updates to you. If you do not notify us of an address change four weeks before your current pass is due to expire and we send a concessionary travel pass to a previous address that we have for you, then you will also need to pay £13 to update your details and reissue a pass to the correct address if you still require a pass.
If you would like a new card before your current pass expires, there is a £13 admin fee, you will need to send proof of your new name so that we can update your account details and issue the pass.
If your pass is due to expire within six months and you need to update your photograph on your account this can be done free of charge by either emailing or posting in a new one. If your pass is valid for more than six months and you want to change your photograph there will be a £13 admin fee.
If you are paying by cheque, please make this payable to Norfolk County Council.
You can email this information to email@example.com or post the proof to:
Norfolk County Council
Accepted proof would be a recent copy (in your new name) of:
- A bank statement
- Council tax bill
- Driving licence
- Doctor's letter
- Statement from the HMRC
- Medical or optical prescription
- NHS medical card
- Pension book
- Utilities bill (not credit card or mobile phone bill)
If you are moving to an address outside of Norfolk you must return your pass to us, advising us that you have moved away from the area. You will then need to apply to the relevant authority covering your new address to issue you with a new pass.
Renewing your bus pass
If you do not notify us of an address change four weeks before your current pass is due to expire and we send a concessionary travel pass to the wrong address, you will need to pay a £13 admin fee to update your details and reissue a pass to your new address. If you are paying by cheque, please make this payable to Norfolk County Council.
You will automatically receive a new concessionary bus pass if you have already had a pass issued by Norfolk County Council or a district council in Norfolk.
- If you have not automatically received your pass by the renewal date please email firstname.lastname@example.org
- If your pass was issued by an authority outside of Norfolk then you will need to complete a new application
Deferred online applications
If you have applied online and your application has been deferred this means that the system could not verify you. You will have been sent an email to advise.
Our online service has been unable to fully process your application with the personal information you submitted. However this does not necessarily mean that you are not eligible.
We have been unable to verify your identity with the details you submitted because:
- The personal details which you have submitted may not exactly match those held in our database
- You may have applied for your new pass or renewal too early
- Your existing pass may have already expired or the pass details you have provided do not match those held in our database
- The card you are trying to renew was originally issued by another local authority outside of Norfolk.
If you applied too early please try again later.
To continue with the online application if this is for your first concessionary pass, you can email us copies of your proof of identity (a passport, driving licence, birth certificate in the same name as your application) and proof of your address in your own name, not older than three months (a utility bill, bank statement, or any other official letter) along with your name, address and online application number to email@example.com.
Who can apply
You are entitled to an age-related concessionary travel pass from Norfolk County Council if you are a Norfolk resident.
If you have moved into Norfolk from another English county, your pass is still valid but we recommend you apply for a new pass from Norfolk County Council.
If you have moved here from Scotland, Wales or Ireland your pass is not valid for use in England and you will need to apply for a new pass.
You are eligible for an age related pass on your 66th birthday.
How to apply
If you apply online your age and address will be checked against national databases and verified. Most applicants are able to submit their application without providing any proof of documentation.
You will need to supply a photograph for a new application. You can take a photo at the time of applying with a webcam or you can upload one from your computer. Instructions and examples of suitable photos are included on the form and in our photo guidance.
You can apply online up to three months before the date you reach eligible age. Please note if doing so, your application will be held until shortly before you become eligible.
If you cannot apply online, and friends or family can't help you to apply, you can use a paper application form instead. You can pick up a paper form from any Norfolk library.
When your pass will arrive
We aim to process your application within 10 working days of receiving your form.
Once processed, passes are usually sent to your home address within 5 to 10 working days.
If you have applied prior to your date of eligibility then your new pass will be delivered up to ten working days before your eligibility date.
Your automatically renewed concessionary travel pass should be with you before your current pass expires.
Where you can use your pass
The concessionary pass is valid for free travel on all local bus services throughout England. This includes London buses and rural services, such as Coasthopper.
Pass holders are also entitled to a discounted rate of £2.00 return on Park & Ride services in Norfolk after 9.30am and £1.70 after 12 midday.
The pass is not valid on trains or national coach services, such as National Express.
The pass is not valid in Wales, Scotland or Northern Ireland.
Lost, stolen or damaged passes
Replacement passes are only printed for passes which were issued within the Norfolk district.
If you are now living in Norfolk after previously receiving a pass from another county you need to apply for a new pass. If you need a replacement pass for a county other than Norfolk, contact your local council.
If your card was due to expire within the next two months then we may be able to send a replacement pass free of charge.
Otherwise replacement passes for lost, stolen or damaged cards will cost £13.00, which is payable in advance. Note that this fee is not refundable should a lost pass be found at a later date. We do not require a new photo. Cheques and postal orders must be made out to "Norfolk County Council".
Pass not scanning
Passes can be rejected by a ticket machine for the following reasons.
Invalid: A red light flashes and the machine states "Invalid" or "No Valid Ticket" - this could be because the pass is being used outside of valid off-peak times or the pass has expired. The expiry date is printed on the card. Expired passes will not be accepted for free travel and customers need to renew their bus pass.
Hotlisted: A red light flashes and the machine states "Hotlisted" or "Blocked". This is a card that has been cancelled by Norfolk County Council. It may have been reported lost or stolen. Hotlisted cards are not valid for travel and drivers are instructed to take the card out of circulation. Customers who believe they are entitled can apply for a replacement card.
Damaged: No light flashes and the machine does not recognise the card at all. This means that the electronic chip in the card has been damaged. Damaged cards need to be replaced. If the card is visually acceptable, ie the card is in date and the photo matches the customer, drivers are currently allowed to manually record the pass and allow travel. Drivers will advise you to order a replacement card as you could be refused travel in the future. There is a £13 administration fee for replacement cards. If you need to order a replacement card as it is not recognised on the bus, but you believe that your card is undamaged, you can return the pass to us with a covering letter to:
Norfolk County Council
Your card will be tested and if the card is found to be faulty but undamaged then the £13 charge will be refunded.
What to do if a concessionary pass holder has died
Age-related bus passes are covered by our 'Tell us once' service, so if you have used this service, you will not need to do anything further.
If you have not used 'Tell us once', return the pass to us at the below address with a covering note to explain so we can amend our records:
Norfolk County Council