Lincolnshire County Council (19 005 047)

Statement Closed after initial enquiries School transport 19-Aug-2019

Summary: The Ombudsman cannot not investigate Mr A’s complaint that the Council was at fault in its response to his request for school transport for his son. This is because Mr A has appealed to a tribunal.

Suffolk County Council (18 018 002)

Statement Upheld School transport 13-Aug-2019

Summary: Mr F complains the Council refused his request for free home to school transport for his daughter, G. The Ombudsman does not decide whether the Council should provide school transport for Mr F’s daughter, G. However, Mr F has not had an opportunity to present his case to an appeal panel. The Council has offered to invite Mr F to appeal, and to review its appeals process.

Hampshire County Council (19 001 757)

Statement Upheld School transport 12-Aug-2019

Summary: Miss B complains about the Council’s decision to change her son’s home-to-school transport arrangements. The Ombudsman has found the Council was at fault for not considering Miss B’s appeal in line with its own Policy. It is possible there might have been a different outcome had the Council properly considered the appeal. Therefore, we recommend that it considers Miss X’s appeal request in line with its Policy and the statutory guidance on this matter. We also recommend that it revises its Home-to-School Transport Entitlement Policy to make this clearer about how it will handle appeals at stage two of its process. The Council has agreed to carry out these recommendations.

Coventry City Council (18 014 693)

Statement Upheld School transport 08-Aug-2019

Summary: Mrs X complains on behalf of her adult son, Mr Y, that the Council wrongly refused to help with the cost of transport to the specialist college named in Mr Y’s EHCP. The Ombudsman finds the Council’s decision making was flawed because it assumed that Mrs X and other family members were available to transport Mr Y to college. The Council will retake its decision, apologise to Mr and Mrs X and pay £200 in recognition of the avoidable time and trouble caused by its fault.

Southampton City Council (19 003 829)

Statement Closed after initial enquiries School transport 08-Aug-2019

Summary: The Ombudsman will not investigate Mr X’s complaint about problems with his son’s home to school transport. This is because there is not enough evidence of fault by the Council and it is unlikely we could add anything to the Council’s response.

Birmingham City Council (18 012 900)

Statement Not upheld School transport 07-Aug-2019

Summary: Mrs X complains about the Council’s response to her concerns about its decision to change the transport route used by her child to attend school and the impact caused to the child’s medical conditions. The Ombudsman has found no evidence of fault in the way the Council considered these matters.

Surrey County Council (19 000 557)

Statement Not upheld School transport 05-Aug-2019

Summary: Mrs M complained about her son, B’s school transport. She is concerned for the safety of pupils using the service. The Council responded appropriately to her complaints.

Surrey County Council (18 009 860)

Statement Upheld School transport 01-Aug-2019

Summary: The complainant says the Council has failed to provide a suitable school transport service for her son. The Council replied it offered transport in line with its transport policy and cannot use the complainant’s preferred provider because they have failed to meet the Council’s standards. The Ombudsman finds the Council acted without fault in applying its transport policy. However, the Ombudsman finds the Council at fault in handling the preferred taxi provider’s application and in failing to consider the complainant’s needs (and the impact on her son) when offering transport. The Council has agreed to the Ombudsman’s recommended remedy.

Herefordshire Council (18 017 909)

Statement Upheld School transport 24-Jul-2019

Summary: There was fault in the way a Council considered an application for discretionary school transport. The Council should consider the application again, apologise, review its processes and make a time and trouble payment to the complainant.

Manchester City Council (18 013 621)

Statement Upheld School transport 22-Jul-2019

Summary: The complainant alleges the Council wrongly refused to renew a personal travel budget to take her two children, who have special needs, to school. The Council was willing to reconsider its decision and to seek further information from one of the children’s schools. The Council has now agreed to provide the complainant with a personal travel budget for one child. The Ombudsman is satisfied that this resolves the complaint.