Concessionary travel bus pass guidance
Changing your details on your travel bus pass
You must notify us if your details or circumstances change.
Change your address or contact details online.
If you are posting documents, please send copies. Do not send original documents.
Changing your address
You must notify us of a change in address at least four weeks before your current pass is due to expire.
You must send us proof of address for your new address. This can include recent (no more than 12 months old) copies of a:
- Bank statement
- Benefit award letter from the Department for Work and Pensions (Previously known as Benefit book)
- Council tax bill
- Driving licence
- Letter or statement from HMRC
- Medical or optical prescription
- Letter from the pension service (Previously known as pension book or statement of entitlement to pension)
- Utilities bill (not a credit card or mobile phone bill)
If you do not notify us of a change in address at least four weeks before your pass is due to expire, you must pay a £13.50 admin fee.
If you are moving to an address outside of Norfolk you must:
- Return your pass to us
- Tell us that you have moved away from Norfolk
You will then need to apply to the relevant authority covering your new address to issue you with a new pass.
Changing your name
You must notify us of a name change.
You must send us proof of identity for your new name. This can include a:
- Birth certificate
- Deed poll certificate
- Driving licence with a photograph
- Driving licence without a photograph
- Passport
- Letter from the pension service (Previously known as pension book or statement of entitlement to pension)
If you would like a new travel bus pass with your new name on, before your current pass expires, you must pay a £13.50 admin fee.
Changing your photograph
You can update your photograph free of charge if your pass is due to expire within six months. You can email or post us the new photograph.
If your pass is still valid for more than six months, you must pay a £13.50 admin fee to change your photograph.
You don't need a new photograph every time your pass expires. We'll send you a new pass automatically. But, if your appearance changes a lot, you should send us a new photograph six months before your pass expires. If you don't, you might be refused to travel.
We accept legible photographs as well as scans.
Paying the admin fee
The admin fee covers us changing your details and sending you a new pass before the expiration date and automatic renewal.
You can pay the admin fee:
- Via cheque or postal order. Make this payable to Norfolk County Council.
- Over the phone. View our contact details.
Contact us
Change your address or contact details online.
You can notify us of a change in your details and send proof of identity and new photographs to us via email or post. View our contact details.
