Information for existing School Transport users

Types of transport assistance

Where transport is approved, the most economical and sustainable service will be offered that is appropriate to meet a student’s needs. In some cases, this might include the services of a Passenger Assistant.

Personal Transport Budget

In certain circumstances, and subject to parental consent, the most suitable arrangement might be for the parent to provide the transport. In these cases, the County Council may offer parents a Personal Transport Budget (PTB) to cover the parent’s expenses in providing suitable travel arrangements for transport and/or passenger assistant support. The PTB would replace the student’s existing travel arrangement. You can find out more about Personal Transport Budgets.

Public Transport Pass

If appropriate and available, students are offered a public transport season ticket. This is usually for a bus service although it may be for other forms of public transport such as a train service.

Contracted Transport

If public transport is not available, the County Council may allocate the student to an existing contracted route (which would usually be a coach or minibus). In rare cases a taxi may be contracted to operate the service when:

• there is no suitable public transport available, and
• there is no an existing contract serving the route, and
• the parent is unable or unwilling to accept a personal transport budget, or
• the student’s needs require it 

Independent Travel Training

The School Transport Policy states that Independent Travel Training may be offered to eligible students with parents’ consent. Readiness to complete Independent Travel Training would be outlined in the Education, Health and Care Plan (EHCP) or agreed by the County Council following a discussion with the school and parents. Once an eligible student has successfully completed Independent Travel Training, their travel arrangements will be reviewed.

Pick-up and drop-off

Transport is only offered between the designated stop and the school/provision. In some cases, this may be a child or young person’s home address; vehicles will pick up the child or young person from the nearest available point on the public road to the entrance to their home property. A vehicle picking up a child or young person from home will only wait for a maximum of three minutes beyond the specified time to ensure that students arrive at their school on time. The vehicle will not wait beyond the advised time for children and young people who are late for a central pick-up point.

Students should walk or make their own arrangements to the designated stop. Transport arrangements will not be adjusted to accommodate childcare arrangements.

Transport will be offered at the beginning and end of the day and will accommodate standard school hours only. Pick up times cannot be tailored to meet individual timetables. Pick up and drop off times will depend on the most efficient running order for the journey as determined by the School Transport service. Transport arrangements are not altered to accommodate:

• exam timetables
• reduced timetables
• after school activities
• childcare arrangements
• detentions
• any other reason

The expectation is that students will share transport.

Changes to travel arrangements

Transport is allocated based on the child or young person’s home address and they will be offered a seat based on the most effective and appropriate routes for all pupils. Parents/carers are unable to choose which vehicle their child travels on, even if there is more than one vehicle serving an area.

If the child or young person is currently receiving transport and their home address or school changes, a new transport application will be required.

It is not always possible to provide the same vehicle, operator, driver or passenger assistant each day. Throughout the year, and particularly at the start of each new school year, adjustments may need to be made to the arrangements which could result in a change of operator, passenger assistant, vehicle, timings etc. We will always give as much notice as possible of any changes to the service but on occasion we may not be able to give parents/carers prior notice of the adjustment.

It is important to tell us if your contact details change, so you can continue to receive important updates and information. To update your contact details, please complete the online form.

Lost and replacement bus passes

If you were issued a digital bus pass by Hampshire County Council which you have printed out, you can print out another copy without needing to contact us.

If you were issued a paper bus pass by Hampshire County Council for a contracted service then you will need to complete our online enquiry form. There is a £20 charge for a replacement bus pass which will be posted to you once the payment has been made.

If your child has a public transport season ticket, then you will need to contact the operator directly and pay their standard replacement fee.

Raise an issue about your child’s transport

You can submit your enquiry to the School Transport service by completing the online enquiry form. Select the following options: 

• I am a parent/carer, then
• Give feedback

If you need to escalate your enquiry, see the School Transport Policy 2024 for details of the complaints procedure.

Behaviour on vehicles

We ask that parents/carers ensure their children are aware of the code of conduct that applies to their transport:

• Special Educational Needs and Disabilities (SEND) School Transport Code of Conduct
• Mainstream School Transport Code of Conduct

Children and young people must wear their seatbelt and must always remain seated unless otherwise instructed.

Serious poor behaviour, where dangerous, may result in police action. Disruptive or violent behaviour may result in written warning, temporary suspension or withdrawal of the service. If misused the driver may confiscate the bus pass.

Bringing a friend home

Only children and young people who have been authorised can travel on Hampshire County Council school transport. If your child is bringing a friend home for dinner, for example, they are not allowed to use the school transport provided for your child.

If your child is running late

The School Transport service will advise the parent/carer of the estimated pick-up time when arrangements are finalised.

The vehicle will wait for three minutes on a home pick-up but will not wait beyond the advised time for children and young people who are late for a central pick-up point.

If your child misses their pick-up, no alternative transport will be provided.

Advise the School Transport service when this occurs by completing the online enquiry form.

Responsibilities between home and pick-up point

Parents/carers are responsible for the safety of their child between home and until they get on the vehicle. To ensure their safety, students with SEND must be accompanied by a parent/carer to and from the pick-up/drop-off point. If you are unable to do so, or if you are sending someone else in your place, or if you feel that your child is sufficiently independent to go on their own, you must confirm this in writing to the School Transport service by using the online enquiry form.

For home pickups, bring your child out to the vehicle in the mornings and ensure that you, or an approved adult, are waiting to receive the child or young person from the homeward journey. The driver or passenger assistant will not be able to leave the vehicle to find a child or young person’s parent/carer; it is your responsibility to be at the drop off point at the allotted time. The usual protocol when there is no-one to receive the child or young person is to contact Social Services. If your child requires lifting in or out of the vehicle/car seat you will be required to do this. You may also be asked to secure your child’s harness.

Wheelchair users

If your child is able to independently transfer to a vehicle seat, it is often safer for them to do so. If your child needs to travel in a wheelchair, you will need to provide the School Transport service with details of the manufacturer and model by completing the online enquiry form. We can then ensure that the transport operator has the correct restraints. If the wheelchair is due to change, advise us in advance of the details of the new wheelchair, as we may need to arrange for alternative wheelchair or passenger restraints.

Not all wheelchairs can be safely transported. You will need to speak to the provider to ensure the wheelchair your young person is using has been correctly assessed and passed for travelling in a vehicle.

If your child is sick and does not require transport

For Hampshire County Council contracted transport, you must inform the transport operator or passenger assistant (if applicable) if your child does not require collecting for any reason. If your child falls ill during the school day, it is your responsibility to bring them home and advise the operator or passenger assistant (if applicable) when transport is required again. If your child travels on public transport, there is no need to inform the operator of a one-off cancellation.

Operator details are included in the letter sent to you when transport is initially set up. 

Epilepsy and other serious medical conditions

Parents/carers should make the School Transport service aware of their child’s epilepsy or serious medical condition by completing the online enquiry form.

Do not assume that we know. Once aware, we will attempt to ensure an appropriately trained passenger assistant is provided (although passenger assistants will not be able to administer any medication).

It is the parent/carer’s responsibility to ensure the information we have is up to date. If there are any changes to your child’s epilepsy information, complete the Epilepsy seizure information form.

Travel sickness or incontinence

If your child’s condition means that they suffer from travel sickness or soiling we would ask that you advise us of this via the online enquiry form and take the necessary precautions, providing suitable clothing and a sensible breakfast. If the problem persists, we may need to suspend transport while the situation is reviewed.

Please ensure your child, especially younger children, has been to the toilet before getting on the transport as the vehicle will be unable to stop for toilet breaks (unless it is a very long journey and has been risk assessed).

Food and drink

We do not allow any food or drink to be consumed on board transport. Food or drink can be transported to school in your child’s school bag but must not be consumed on board as this poses a health and safety risk.

Lost property

We are not responsible for loss or damage of personal belongings including electronic devices that pupils bring on transport. If your child thinks they have left their belongings on the vehicle contact the transport operator directly.

Operator contact details are included in the letter you received when transport was initially set up.

Damage caused to the vehicle

If your child causes damage to the vehicle, the operator may contact you directly to pay for the damage.