Summary: We will not investigate this complaint about the Council failing to advise the complainant of proposed changes to her child’s school transport arrangements. We consider further investigation will not lead to a worthwhile outcome and we cannot achieve the outcome the complainant is seeking.

The complaint

1. Ms X complains the Council failed to advise that it was changing the driver and chaperone for her child’s journey to school.
2. She says to change both the driver and chaperone will make her child and the family anxious and cause harm.

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The Ombudsman’s role and powers

3. We investigate complaints about ‘maladministration’ and ‘service failure’, which we call ‘fault’. We must also consider whether any fault has had an adverse impact on the person making the complaint, which we call ‘injustice’. We provide a free service but must use public money carefully. We do not start or continue an investigation if we decide:

• we cannot achieve the outcome someone wants, or
• there is no worthwhile outcome achievable by our investigation.

(Local Government Act 1974, section 24A(6), as amended, section 34(B))

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How I considered this complaint

4. I considered information provided by Ms X and the Council.
5. I considered the Ombudsman’s Assessment Code.

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My assessment

6. Ms X’s child (I shall call Y) has special educational needs (SEN). Y receives free school transport to and from school.
7. In March, the driver who takes Y to school told Ms X that in two weeks she would no longer be taking them to and from school.
8. Ms X complained to the Council that it had not advised her of changes.
9. The Council confirmed the current arrangements with Y as a single taxi occupant is not efficient. Going forward Y will share a taxi with another student. It also confirmed there will be a new driver and chaperone. It apologised for failing to advise Ms X of the proposed changes sooner.
10. Ms X was not satisfied the response and escalated her complaint.
11. In response the Council confirmed the existing chaperone would accompany Y in the taxi which will be shared with another student. The new arrangement would start at the end of April and they have the opportunity to ‘meet and greet’ the new driver and chaperone. The need for Y to have time to adjust to new arrangements will be noted for future reference.
12. In response to my enquiries, Ms X confirmed the original driver and chaperone continued to take Y to and from school until the end of the summer term.
13. I understand Ms X and Y found the proposal to change the travel arrangements at short notice unsettling and caused anxiety.
14. The information published by the Council of transport information for eligible children says:

“ Changes to transport arrangements
Travel arrangements are likely to change multiple times. This includes changes of transport provider, changes to pick-up / drop-off times and locations, changes to journey length, changes of driver, along with other passengers joining and leaving the vehicle.
We recognise that changes can be unsettling, however, transport providers work with families and schools to minimise disruption.”

15. The Council apologised for proposing changes Y’s travel arrangement without discussion with Ms X. Following her complaint the existing driver and chaperone continued to take Y to school until the end of the summer term. Therefore we consider further investigation on this point will not lead to a worthwhile outcome.
16. The Council says it will be making transport arrangements for the new school year. The Council’s policy says changes are likely to be made multiple times, including changes to the driver and other passengers leaving or joining the route. It has noted the need for Y to be given time to adjust to changes.
17. Ms X wants the Council to keep Y’s current chaperone. This is not something we can require the Council to do.

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Final decision

18. We will not investigate Ms X’s complaint because:
• Further investigation will not lead to a worthwhile outcome; and
• We cannot achieve the outcome Ms X is seeking.

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Investigator's decision on behalf of the Ombudsman