Summary: We will not investigate Miss X’s complaint about the Council’s decision to refuse home to school transport. It is unlikely we would find fault.

The complaint

1. Miss X says the Council should provide home to school transport for her child B.

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The Ombudsman’s role and powers

2. 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; or
• any fault has not caused injustice to the person who complained. (Local Government Act 1974, section 24A(6), as amended, section 34(B))

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How I considered this complaint

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

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My assessment

Summary of events

5. Miss X stated one preference on her secondary school admission application. This was not her nearest school either by straight line or walking route. She was unsuccessful at earning a place at the school she wanted. The Council allocated B a place at School Y. If Miss X had applied for a place at her nearest school the Council says it would have granted B a place.
6. School Y is just over three miles from Miss X’s home. Miss X applied for home to school transport. She says the route to School Y is not safe for B to walk alone. She says her full time work and disabilities mean she cannot take B to School Y.
7. The Council refused Miss X’s application at the first stage and on review. Miss X appealed to the Council’s internal appeals’ process. In June 2026 it also refused to grant home to school transport. It said School Y is not their nearest suitable school.

Background law and guidance

8. Local authorities must make suitable home to school travel arrangements as they consider necessary for ‘eligible children’ of compulsory school age to attend their ‘qualifying school’. The travel arrangements must be made and provided free of charge. The relevant qualifying school is the nearest school with places available that provides education appropriate to the age, ability and aptitude of the child, and any special educational needs the child may have. ‘Eligible children’ include:

• children living outside ‘statutory walking distance’ from the school (two miles for children under eight, three miles for children aged eight and above);
• children living within walking distance of the school but who cannot reasonably be expected to walk to school because of their special educational needs, disability or mobility problem;
• children living within walking distance of the school but who cannot walk to school because the route is unsafe; and
• children entitled on low-income grounds. (Education Act 1996, 508B(1) and Schedule 35B)

9. Councils should have an appeals process in place for parents who wish to appeal about the eligibility of their child for travel support.
10. The statutory guidance recommends councils adopt the following appeals process:

• Stage 1: review by a senior officer. Within 20 working days of receiving a parent’s written request to appeal the decision, a senior officer reviews the original decision and sends the parent a detailed written notification of the outcome of the review setting out the nature of the decision, how the review was conducted, what was taken into account, the rationale for the decision reached, and how to escalate their case to stage 2; and
• Stage 2: Within 40 working days of receipt of the parent’s request for an independent appeal panel to consider written and verbal representations, a detailed decision is sent setting out: the nature of the decision reached; how the review was conducted; what factors were considered; the rationale for the decision reached; and information about appealing to us.
  (Department of Education, Travel to school for children of compulsory school age statutory guidance 2023, Part 5)

Analysis

11. The Council’s decision is in line with both the law and its policy. The appeal’s decision letter shows it actively considered the reasons Miss X gave for it to use its discretion. It shows the appeal panel considered her case.
12. The Ombudsman is not an appeal body. This means we do not take a second look at a decision to decide if it was wrong. Instead, we look at the processes a Council followed to make its decision. If we consider it followed those processes correctly, we cannot question whether the decision was right or wrong, regardless of whether Miss X’s disagrees with the Council’s decision.
13. In deciding her application and appeal, the Council took account of the relevant guidance, information from Miss X, and its own policies. It is unlikely our investigation would find fault in the Council’s decision which has caused Miss X to lose out on home to school transport.

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Final decision

14. We will not investigate Miss X’s complaint because it is unlikely we would find fault.

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Investigator's decision on behalf of the Ombudsman