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.

Derby City Council (23 008 547)

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.

Derby City Council (23 013 529)

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.

West Berkshire Council (24 013 536)

Statement Upheld School transport 14-May-2025

Summary: Ms B complained that the Council had unreasonably (and at short notice) removed her daughter’s bus pass for free transport to school from Ms B’s address. Based on current evidence we consider the Council did not properly consider the question of where C’s main residence was and has failed to offer an appropriate remedy for the injustice caused to Ms B and C. The Council has now agreed to apologise to Ms B, pay her £1250, consider any new application she submits and improve its procedures for the future.

Birmingham City Council (24 021 586)

Statement Closed after initial enquiries School transport 12-May-2025

Summary: We will not investigate Miss X’s complaint about the Council’s home to school transport policy and the Council’s pick-up and drop off arrangements for her child. This is because there is insufficient evidence of fault.