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Ombudsman complaints on school transport rise 63 per cent

Councils in England have been reminded of their duties on school transport after the Local Government Ombudsman recorded a 63 per cent increase in complaints in 2015/16.

There were 261 complaints made to the Ombudsman about school transport, compared with 160 in 2014/15 More than half, 57%, were upheld.

In his report, All on board? Navigating school transport issues, the Ombudsman, Michael King, identified three emerging areas of complaint over the last two years. These were:

  • “changes to school transport policies not being undertaken fairly or transparently and confusing or insufficient information about when free transport will be provided”
  •  “not applying the transport guidance properly when considering applications and conducting appeals’ including ‘those who are not of compulsory school ages (post 16 and under-five-year-olds)”
  • “children with SEN issues, including those not of compulsory school age”.

The Ombudsman said that most complaints relate to failures in process such as “failing to consult or inform parents of proposed changes to policy” and “lack of clear information to enable parents to make properly informed decisions” and reminded councils of their duty to provide parents with sufficient information to enable them to make informed decisions.

He also outlined the measures it expects local authorities to take, including the provision of “clear and accurate information about school transport policies and changes to those policies” and ensuring “information is available in line with the relevant school admission round”.

Michael King, said: “When looking at school transport awards, councils must ensure decisions are made fairly, legally and transparently. Failing to do this can cause confusion, financial hardship and have a significant impact on some of the most vulnerable families, particularly those who have children with special educational needs. While I appreciate the financial strain councils are under, parents and carers can only have trust in their council’s decision making if they are kept properly informed throughout the process, and told clearly the reasons for any decisions made.”

School transport law is set out in the Education Act 1996, as amended by the Education and Inspections Act 2006. Guidance was issued in 2014. Councils are under a duty to have regard to the guidelines.