Salford City Council (25 015 209)

Statement Upheld School transport 12-Jul-2026

Summary: Ms X complained the Council failed to advise of her daughter’s entitlement to personal assistant support for school transport, so Ms X accompanied her causing distress, impacting her health and financial loss. The Council has accepted it was at fault. And agreed to backdate personal assistant payments to Ms X, make a payment for lost education to Ms X’s daughter and a payment to Ms X for her distress. The Council’s offer is a suitable remedy for Ms X, so we have ended our investigation into the complaint.

Essex County Council (25 017 761)

Statement Upheld School transport 12-Jul-2026

Summary: We found fault in the way the taxi service commissioned by the Council provided school transport to Mrs X’s children. We also found fault in the Council’s response to a safeguarding issue raised by Mrs X. The Council’s fault caused injustice to Mrs X‘s children as they found frequent changes to transport arrangements distressing. It also caused injustice to Mrs X as she had to drive her children to school herself which affected her work and wellbeing. The Council has agreed to apologise, reimburse the cost of her school journeys, discuss with Mrs X her children’s transport needs and make the symbolic payment to recognise Mrs X’s distress. The Council should also ensure drivers providing school transport from its commissioned taxi company 24x7 receive proper safeguarding training.

Leeds City Council (25 022 047)

Statement Upheld School transport 12-Jul-2026

Summary: During our investigation the Council has accepted fault in how it considered Mrs X’s application for post-19 home to college transport. It has agreed to apologise, make a symbolic payment for Mrs X’s time and trouble, reconsider the decision and consider a financial remedy. As these actions remedy the injustice caused, and we cannot achieve any further worthwhile outcome, we will complete our investigation.

Essex County Council (25 017 144)

Statement Upheld School transport 09-Jul-2026

Summary: Mrs X complained about post-16 travel arrangements for her son (Y) to the college named in his Education, Health and Care Plan. She also complained the Council failed to respond to her safeguarding concerns. We found fault with the Council for its failure to make suitable transport arrangements for Y and to respond to Mrs X’s safeguarding concerns. We also found fault with the Council’s complaint handling. The Council’s fault caused injustice to Y and Mrs X. The Council has agreed to apologise, reimburse any trips to the college completed by Y’s parents, respond to Mrs X’s safeguarding concerns and arrange a meeting with the taxi service to discuss Y’s transport needs. The Council has also agreed to consider our complaint handling guidance.

Leeds City Council (26 001 989)

Statement Upheld School transport 06-Jul-2026

Summary: There was fault by a transport appeal panel in deciding to offer a personal travel allowance (PTA) without considering the method, or cost, of transport that would be required. This casts doubt on whether the PTA will facilitate the young person’s attendance in a safe, practical and affordable way. This uncertainty is an injustice. The Council will retake the decision, taking all relevant matters into account.

Buckinghamshire Council (26 004 982)

Statement Closed after initial enquiries School transport 05-Jul-2026

Summary: We will not investigate X’s complaint about home to school transport. This is because it is made late and I see no good reason to exercise discretion to consider it now.

Kent County Council (25 014 482)

Statement Upheld School transport 05-Jul-2026

Summary: Miss X complained the Council delayed providing her son with suitable home to school transport. We find the Council was at fault for its delay in providing Miss X’s son with suitable transport. This caused Miss X frustration and upset, and her son missed education and specialist provision. The Council has agreed to make a payment to Miss X and implement a service improvement.

Essex County Council (25 022 718)

Statement Closed after initial enquiries School transport 05-Jul-2026

Summary: We cannot investigate this complaint about home to school transport, and any related matters, because the complainant has applied for judicial review.

Birmingham City Council (25 021 967)

Statement Closed after initial enquiries School transport 02-Jul-2026

Summary: We will not investigate this complaint about the Council’s decision to refuse post 16 home to school transport for the complainant’s child. There is not enough evidence of fault by the Council to warrant investigation.

Surrey County Council (25 023 037)

Statement Closed after initial enquiries School transport 01-Jul-2026

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 son. This is because there is insufficient evidence of fault on the Council’s part to warrant investigation.