Staffordshire County Council (22 002 761)
The Ombudsman's final decision:
Summary: We have discontinued our investigation into Mrs X’s complaint about school transport. We are satisfied with the actions the Council has taken during the course of our investigation. Further investigation would not result in a different outcome.
The complaint
- Mrs X complained about the school transport for her son (Y) who has Special Educational Need (SEN). Mrs X said the transport operator changed and the new transport was not suitable and could not keep her son safe.
The Ombudsman’s role and powers
- We investigate complaints about ‘maladministration’ and ‘service failure’. In this statement, I have used the word ‘fault’ to refer to these. We provide a free service, but must use public money carefully. We may decide not to start or continue with an investigation if we are satisfied with the actions an organisation has taken or proposes to take. (Local Government Act 1974, section 24A(7), as amended)
How I considered this complaint
- I have considered Mrs X’s complaint and the Council’s response to my enquiries.
- Mrs X and the Council had an opportunity to comment on my draft decision. I considered any comments received before making a final decision.
What I found
- In November 2021, the SEN travel operator used by the Council withdrew its services. The Council tendered for a like-for-like minibus service but received no bids. It decided to split the route and used a replacement taxi operator.
- In January 2022, the Council informed the parents, including Mrs X, of the change in operator. Mrs X complained about the lack of harness provision in the new vehicles. The Council resolved this issue.
- In May, the headteacher of Y’s school reported to the Council that the passenger assistant had allegedly assaulted Y. The Council suspended the passenger assistant while it investigated the allegation.
- Mrs X withdrew Y from the school transport. The parents transported Y to and from school.
- During my investigation, the Council offered Mrs X a Personal Travel Budget (PTB). Mrs X accepted the PTB and agreed her complaint with the Council could be closed.
Final decision
- I have discontinued my investigation. During my investigation, the Council offered Mrs X a Personal Travel Budget for her son. Mrs X confirmed her complaint with the Council could be closed. Further investigation would not result in a better outcome.
Investigator's decision on behalf of the Ombudsman