Skip to main content

9. Service Standards

Page last updated

Service Standards

Vehicles

  1. We have high standards for travel assistance; we expect all children to arrive at school safely, feeling comfortable and ready to learn. Where we are providing transport, we try to keep the same timings, and the same vehicles and people transporting your child, though sometimes we have to change them. If we do, we will give you as much notice as possible. When we provide assistance and your child is ill or cannot go to school, we need you to let the travel assistance provider know so that the right people know and the arrangements can be changed. 

  2. Drivers, escorts and children are expected to be courteous and to treat each other with respect. Children must:

- wear seat belts at all times

- not stand up or open doors whilst the vehicle is moving

- not smoke or vape on school transport

- not drop litter in vehicles

- not eat on school transport

- only use personal stereos/radios with headphones

- not distract the driver in any way

- not behave in such a way as to cause risk to him or herself, any other children or adults on the vehicle or any member of the public

- follow instructions given by the passenger assistant and/or driver

  1. You will be held responsible for damage caused to vehicles by your children. In extreme cases, it may be necessary to suspend or withdraw transport because of behaviour. In such cases, you would be expected to make your own arrangements to get your child to and from school.

  2. If something is wrong with the service, please tell us. You can phone, email or write to us. Our contact details are at the end of the policy.

  3. All vehicles are provided by contractors under contract to the Council:

- All transport will be provided in accordance with contractual standards and legislation; 

- All vehicles will be properly licensed in accordance with local regulation and national legislation; 

- The Assisted Travel Team will conduct regular monitoring of quality and service standards on all vehicles operated by its contractors; 

- Vehicles will have specialist wheelchair access and wheelchair restraint systems where necessary; 

- All vehicles will be roadworthy, clean inside and out, fitted with seat belts and carry emergency equipment (for example, fire extinguisher and first aid kit) and any other equipment or notices required by law. 

Drivers

  1. Drivers contracted by the Council:

- Drivers must carry and display suitable identification at all times; 

- Drivers must have enhanced DBS clearance; 

- Drivers have completed safeguarding training; 

- Drivers are provided with certified first-aid training; 

- Drivers must, as far as possible, be punctual;

- Drivers must treat parents/carers and children with respect and avoid confrontations. It is also expected that you will treat our drivers with respect and consideration; 

- Drivers must adhere to the Council’s no smoking policy; 

- If the driver has a concern for any child in their care, they must report their concern to their supervisor, who will inform the Assisted Travel Team; 

- Drivers must report any poor behaviour of passengers to their supervisor to relay onto the Assisted Travel Team, and to the school and parent as necessary; 

- Drivers must ensure that all wheelchairs are securely clamped, all passenger harnesses are worn and safety straps are properly adjusted and fitted securely before the journey commences; 

- The driver is to stop as close to the home address or collection point as traffic conditions will safely permit; 

- The driver is not allowed to sound the vehicle’s horn to alert parents or carers that the vehicle is there; 

- Drivers are not authorised to leave a child with anyone other than their parent or carer or a named responsible adult (16+) identified in writing in advance by the parent or carer to the Assisted Travel Team; 

- Drivers have strict instructions not to enter into any personal arrangements with parents/carers, including changing pick up or drop off points without consulting the Assisted Travel Team; 

- Every effort will be made to ensure the same driver is used on a regular basis. This may not always be possible due to illness, holidays, retirement and staff resignations. Changes may also be necessary from time to time to ensure the efficient use of resources. 

Passenger Assistants

  1. Passenger Assistants contracted by the Council:

- PAs must carry and display suitable identification at all times; 

- PAs must have enhanced DBS clearance; 

- PAs have completed safeguarding training; 

- PAs are provided with certified first-aid training; 

- PAs must treat parents/carers and children with respect and avoid confrontations. It is also expected that parents/carers will treat our Passenger Assistants with respect and consideration; 

- PAs must adhere to the Council’s no smoking policy; 

- If the PA has a concern for any child in their care, they must report their concern to their supervisor, who will inform the Assisted Travel Team; 

- PAs must report any poor behaviour of passengers to their supervisor to relay onto the Assisted Travel Team, and to the school and parent as necessary;

- The PA should assist children on and off the vehicle and ensure they are seated safely while the vehicle is moving; 

- PAs should deliver children to a member of school staff on arrival at the school so that at no time are children left unattended on the vehicle; 

- PAs are not authorised to leave a child with anyone other than their parent or carer or a named responsible adult (16+) identified in writing in advance by the parent or carer to the Assisted Travel Team; 

- PAs have strict instructions not to enter into any personal arrangements with parents/carers, including changing pick up or drop off points without consulting the Assisted Travel Team; 

- Every effort will be made to ensure the same PA is used on a regular basis. This may not always be possible due to illness, holidays, retirement and staff resignations. Changes may also be necessary from time to time to ensure the efficient use of resources. 

Continuity of staff

  1. Every effort will be made to ensure that the same passenger assistant and driver continue to transport your child; however this will not always be possible and changes may need to be made due to illness, holidays, retirement and staff resignations, or to ensure the most efficient use of available resources. 

  2. You and your child’s school will be informed by the transport company about any changes to the crew member(s) in advance. You are advised to take the name of the new driver and/or passenger assistant, and ask to see their identification, or contact the transport provider to verify identity if they are in any doubt. 

  3. Local authorities have a duty to spend public funds in the most appropriate and cost-effective manner. Routes will be reviewed regularly. Separate routes, taking children to several different schools, may be brought together into a single route where this is appropriate. Longer routes will be reviewed periodically with the respective schools to ensure that concentration and attentiveness are not compromised by any change to children’s journeys. 

  4. The nature of transport congestion in the borough means that travelling times can vary greatly. The Council, in accordance with DfE guidelines, expects that children should arrive at school safely and fit to learn, and journey times should reflect this. As a general guide, the maximum journey time for transport should be 45 minutes each way for a primary aged child and 75 minutes for a child of secondary school ages, although this may be affected by the distance of the nearest suitable school and, from time-to-time, by traffic, road works and other environmental and operational conditions.

  5. These times may not apply to children travelling to out of borough schools, where distances and frequency of journeys vary. 

  6. Any ongoing delays due to major roadworks or weather will be taken into account and where possible alternative routes will be provided. In this situation parents and schools will be notified accordingly. 

Quality surveys

  1. Surveys are sent to a random selection of parents and schools twice yearly to assess and ensure the quality of service. Questions are asked regarding the punctuality of the service, the perceived safety of passengers, the crew’s understanding, empathy and communication with their passengers, and the readiness of children to learn after they have arrived at school. Parents are also asked for their comments, and their child’s comments if appropriate.

  2. The survey responses are shared with contractors, and used to improve the quality of the service that we provide.

View the next page here.

View the previous page here.