Will my child be allocated an individual taxi?

Wherever possible, we will add passengers to existing vehicles and routes and passengers will be sharing with other students from the same educational establishment. In some cases, individual transport may be provided if the passenger requires a journey that is not currently served. In this instance, other passengers may be added to the vehicle at a later stage, and we will aim to keep parents informed if this happens.

Is it possible to change the collection or drop off time?

The timings provided need to support the efficient operation of the route. This means that we are unable to take into consideration specific family circumstances, for example, work and childcare commitments.

Due to changes to the transport network, for example, passengers joining or leaving the vehicle, operators may have to change collection and drop-off times over time. Advance notice of any changes will be provided wherever possible.

Can I arrange to have my child collected or dropped off at an alternative address?

Transport can only be provided from the child’s home address and the school; we are unable to provide transport from an alternative address such as a grandparent or childminder.  

In the case of children living between parents (at two different addresses), transport will only be provided to and from the address considered the main residence.

Will my child’s transport ever change?

Whilst we do try to keep changes to a minimum, we may have to make amendments to the transport being provided from time to time, depending on the number of passengers travelling, changes to the route and other operational factors.  
This is to make sure that the transport being provided continues to reflect the needs of the passengers and the overall network.  

We will aim to keep parents informed of any changes, if they arise. We are also required to review all contracts periodically. Parents will be consulted as part of the planning and review process, but unfortunately, we are unable to consider individual preferences.

Will my child have a passenger assistant?

The information we receive from SEND Services will determine whether a passenger assistant is required to accompany your child in the transport. Entitlement is based on the needs of the individual.

Will my child have the same passenger assistant or driver every day?

We recognise that many of our passengers prefer to have a consistent team in the vehicle, and every effort is made to ensure staff changes are kept to a minimum.  

However, due to sickness, holiday, staff turnover and other operational issues, the staff on the vehicle may change from time to time. Operators are advised to inform parents of any changes in advance, wherever possible.

What happens if my child travels with medication?

Any medication should be placed in the passenger’s personal bag by the parent or carer. The bag should then be handed to the passenger assistant or driver so that the passenger does not have possession of the medication whilst on the vehicle.  
At the end of the journey, the bag will be passed directly to the school or establishment staff. It is not the responsibility of the transport staff to check that a passenger has their medication with them.

What happens if my child requires medication or medical support on the journey?

Passenger assistants and drivers are not authorised to administer medication or undertake any form of medical intervention. 

In the event of an emergency, the vehicle will stop in a safe place and a member of staff will call parents or carers and emergency services, if necessary.  

If your child has any specific medical requirements that we need to be aware of, including a care plan, please contact this team directly to discuss.

Are students allowed to eat or drink on the transport?

For health and safety reasons, we are unable to permit eating or drinking on the transport unless this has been pre-arranged due to a passenger’s specific medical needs.

Is transport ever suspended?

Occasionally we may have to suspend a passenger’s transport following an incident. This allows time for us to investigate what has happened.  

We will aim to reinstate transport as quickly as possible but will only do so once we are satisfied that the transport provided is safe and appropriate for the student concerned, other passengers, and the driver or passenger assistant.  

Parents are responsible for transporting their child to or from school during the period of suspension.

We are due to move house soon. Will my child’s school transport continue from the new address, and will it be the same transport provider?

If you change address, we will need to reassess your child’s transport application, as this may impact their eligibility for travel assistance. A student may not be eligible following a change of address.  

As travel assistance is assessed to the closest placement that can meet need, a student may also be required to change placement.  

We may also have to make changes to your child’s transport depending on your new location. You can notify us of a change of address by completing the online Change of Address form on the website.

Am I able to receive a payment for transporting my child to school myself?

If your child has SEND and has been assessed as being eligible for home to school travel assistance, we may be able to offer a Direct Travel Payment (DTP).  

A DTP is a payment made to a parent or carer to enable them to transport their child to school themselves. Parents can also select this option if, for any reason, their child’s current transport arrangements are not working out.

For more information: SEND Direct Travel Payments

Who do I contact if there is a problem with my child’s transport?

Depending on the nature of the concern, you should initially raise this directly with your transport provider.  

If you are not satisfied with the outcome, or you feel Council involvement is required, please contact us by completing the online enquiry form: 

• School and college travel 

Please provide as much detail as possible, including dates and times where appropriate.