Essex County Council (24 014 730)

Statement Upheld School transport 27-May-2025

Summary: Miss X complained about school transport provided to her daughter (Y) and the Council’s complaint handling. We found fault in the way the taxi company provided school transport for Y on behalf of the Council. We also found fault in the way the Council responded to Miss X’s complaints. The Council has agreed to apologise, make payments to recognise Miss X’s distress and extra time and trouble spent complaining and discuss the issues raised in Miss X’s complaint with the taxi company. It has also agreed to provide details of the measures taken to ensure improvements in the school transport service provided by the taxi company and to review its complaint handling.

Essex County Council (24 020 717)

Statement Closed after initial enquiries School transport 27-May-2025

Summary: We will not investigate this complaint about home to school transport for the complainant’s son. It is unlikely that an investigation by the Ombudsman would lead to a different outcome or give the complainant what she wants.

Medway Council (24 012 514)

Statement Not upheld School transport 26-May-2025

Summary: Miss X complained about the outcome of her school transport appeal for her child and the arrangements the Council made, which she says caused her family significant anxiety. We did not find the Council at fault.

Devon County Council (24 021 664)

Statement Closed after initial enquiries School transport 22-May-2025

Summary: We will not investigate this complaint about the Council’s decision to withdraw school transport for Mr X’s child following a new walking route becoming available. We have not seen evidence of fault in the way the Council made its decision.

Birmingham City Council (24 014 814)

Statement Upheld School transport 18-May-2025

Summary: Mrs X complains the Council has wrongly refused to provide travel assistance for her son. We found the Council failed to carry out the appeals properly or keep clear records of the panels’ decisions. This fault has caused Mrs X distress and uncertainty that her application has been properly considered. The Council has agreed to apologise to Mrs X, arrange a fresh appeal panel and take action to improve its service.

Kent County Council (24 021 285)

Statement Closed after initial enquiries School transport 16-May-2025

Summary: We will not investigate this complaint about the Council’s decision to refuse the complainant’s application and appeal for school transport for her daughter. There is insufficient evidence of fault on the Council’s part to warrant investigation.

City of Bradford Metropolitan District Council (24 014 454)

Statement Upheld School transport 15-May-2025

Summary: Mr X complained the Council refused to provide home to school transport for his child who has special educational needs and that it failed to follow the appeal process correctly. On the evidence considered the Council was at fault. It failed to properly consider Y’s circumstances, to hold a stage one review and to properly record and explain its decision making. This leaves doubt over the decision reached. The Council has agreed to apologise to Mr X for the frustration and uncertainty caused, review Mr X’s appeal, review its processes and arrange training for relevant school transport staff and panel members.

London Borough of Redbridge (24 009 734)

Statement Upheld School transport 14-May-2025

Summary: Mrs X complained the Council failed to consider her son’s circumstances when refusing his application for school transport assistance. There is conflicting evidence about whether the Council followed its policy, the Council failed to follow Government guidance and failed to explain its reasoning when writing to Mrs X to tell her its decision. An agreement to carry out a further appeal, apology, payment to Mrs X, changes to the Council’s transport policy and reminder to officers is satisfactory remedy.

Worcestershire County Council (24 021 337)

Statement Closed after initial enquiries School transport 14-May-2025

Summary: We will not investigate this complaint about the Council’s decision to refuse school transport for the complainant’s daughter. There is insufficient evidence of fault on the Council’s part to warrant investigation.

Derby City Council (23 009 736)

Report Upheld School transport 14-May-2025

Summary: Ms X, Ms Y and Ms Z complained about the Council’s offer of transport support for their children via a personal travel budget (PTB), rather than providing a vehicle, and about the handling of their subsequent transport appeals. They complained the Council’s decision to offer a PTB was impractical and unaffordable for their individual circumstances. Their children all have Education, Health and Care (EHC) Plans and are older than 16.