Hampshire County Council (25 025 380)
Category : Education > School transport
Decision : Closed after initial enquiries
Decision date : 28 Jul 2026
The Ombudsman's final decision:
Summary: We will not investigate Ms X’s complaint about school transport because there is not enough evidence of fault to justify an investigation.
The complaint
- Ms X complains the Council refused her request for home to school transport for her son, B. Ms X wants the Council to pay a ‘personal travel budget’ so she can continue to arrange B’s transport herself.
The Ombudsman’s role and powers
- 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 there is not enough evidence of fault to justify investigating. (Local Government Act 1974, section 24A(6), as amended)
How I considered this complaint
- I considered information provided by the complainant and the Council.
- I considered the Ombudsman’s Assessment Code.
My assessment
- I have carefully considered all the information Ms X and the Council provided, although I have not included every detail here. We have limited resources, so I have focussed my attention on what I consider to be the core issue. I have included as few details as possible in my decision statement to protect the anonymity of Ms X and her son.
- The Council refused Ms X’s request because her son has not yet reached compulsory school age. Once he does, the Council said he will be eligible for transport. Ms X appealed the Council’s decision and explained why she wanted the Council to provide financial assistance so she could drive her son to school. The Council’s decision letter explains how the Council considered her case.
- The Council’s duties and powers are set out in legislation and Government guidance. The Council does not have a duty to provide free home to school transport for children below compulsory school age.
- The Council may, if it chooses, provide assistance. This is a decision for the Council, not the Ombudsman. The Council explained why it decided not to provide assistance for Ms X.
- There is not enough evidence of fault to justify an investigation.
Final decision
- We will not investigate Ms X’s complaint because there is not enough evidence of fault to justify an investigation.
Investigator's decision on behalf of the Ombudsman