Travel assistance

As part of the Targeted Transport Programme, transport routes are being reviewed to make them as efficient as possible and ensure passengers are not travelling longer than necessary. We understand that changes to home-to-school transport may raise questions. If you have received a letter about changes to SEND home to school transport routes, which will take effect from September 2025, please read the Q&As below. These Q&As aim to provide clear information and explain how we are ensuring the service continues to meet the needs of children and families.

Why are changes being made to transport services?

We are reviewing transport services to make sure they are sustainable and able to meet growing demand. By improving the way we work, we can ensure that our transport support is fit for purpose and continues to help residents lead fulfilling lives. We have also reintroduced the Independent Travel Training programme for young people to be able to build their confidence in travelling on public services to work or other social opportunities.

How will transport providers be chosen for the new routes?

Transport providers will go through a formal selection process to ensure they meet high standards for safety, reliability, and efficiency. They will be invited to bid for the contracts as part of our standard annual process, which is called ‘tendering.’

What are you doing to ensure any changes have the least impact on my child and my family?

Our priority is to provide a transport service that meets children’s needs while promoting independence where appropriate. We will work closely with families and schools to ensure any changes are communicated clearly and planned carefully to minimise disruption.

Will my child still be eligible for transport under the new arrangements?

Yes, if your child is currently eligible, they will continue to receive transport. However, the way transport is provided, such as the route, vehicle, or driver and/or Passenger Assistant, may change to make it more efficient and sustainable.

Will my child’s school be involved in the transport changes?

Yes. For children with Special Educational Needs and Disabilities (SEND), schools will be consulted before any changes are confirmed to make sure transport arrangements continue to meet the needs of the individual.

What support is available for independent travel?

We offer travel training for those who want to build confidence and develop skills for independent travel. This could include guidance on using public transport or understanding local routes. If you are interested, further information and how to make a referral can be found on our Independent Travel Training page.

When will I know if my child’s transport is changing?

We know that families need time to prepare, so we will contact you as soon as we have more information to confirm your child’s travel arrangements for September 2025.

• March 2025 – we will start the process of reviewing and retendering transport routes
• Spring/Summer 2025 – families will be informed if their child’s transport arrangements are changing
• Before September 2025 – final details will be shared, including any changes to vehicles, drivers, or Passenger Assistants, as this will give families time to prepare and ask any questions

Local governments countrywide are claiming that they are struggling financially. Are these changes being made simply to save money?

Rising costs—including wages, fuel, and services—along with increasing demand, are putting pressure on both national and local government budgets. Whilst we have a responsibility to fulfil our legal duty to ensure eligible children travel to and from school safely, we also have a duty to responsibly spend public money. A part of these replans are to create efficiency in the way that we transport children to and from school, ensuring children are traveling for the least amount of time, which will subsequently have an impact on the sustainability of delivering home to school transport.

What should I do if my circumstances change?

If there is a change in your family’s situation, let us know as soon as possible. This will help us make sure your transport arrangements continue to meet your needs.

What do I do if we have tried the new arrangements, and it is not working for my child?

You can submit a suitability appeal. This will review the current travel arrangements and how they differ to the previous arrangements, and the difficulties experienced, to determine whether there are alternative ways we could support your child.

What happens if my child does not get on with someone they are travelling with?

We know relationships during travel are important. If there are concerns, please submit a suitability appeal for us to better understand your child’s needs and what travel arrangements will be easier for your child. We will work with you, and consult the school where appropriate, to try and find a solution that ensures everyone feels comfortable and safe.

My child has developed a good relationship with the current driver and/or passenger assistant and changing these people may result in dysregulation.

Whilst we understand that changes to routine can be disruptive to some children, we also have a duty to ensure we consider all children’s travel arrangements and try to ensure that all children are travelling for no longer than necessary. We are working with all involved parties to ensure that there is as minimal disruption as possible to the changes in how your child will travel to and from school. This will include meet and greets with the new driver, passenger assistance or introduction to the new car, if necessary, over several days/weeks, to try and reduce dysregulation from change in routine.

I have heard that drivers will only wait three minutes for someone to get into the vehicle. Is that true?

Drivers aim to stick to the schedule so that other children on the route are picked up on time, reducing dysregulation due to changes in routine. Where possible, drivers will accommodate occasions where you are running late, but you should try and make sure your child is ready to be collected five minutes before the pick-up time, as set out in our Guidance note to support the home to educational establishment transport policy.

My child has always sat in the same seat and does not like change. What can be done?

We understand how important consistency can be for some children. Wherever possible, we will aim to keep arrangements the same. If changes are unavoidable, we will work closely with you and your child to make the transition as smooth as possible. Meet and greets will be arranged by the operators before September 2025 so that you will have the opportunity to tell them about your child’s individual needs.

Will my child be left on the doorstep if I am not at home?

No, your child’s safety is our priority. Drivers will only drop off children when a responsible adult is there to meet them. If no one is available, the driver will follow our safety protocols, as set out in our Guidance note to support the home to educational establishment transport policy.

Will someone be available to provide medical care for my child during travel?

As set out in our Guidance note to support the home to educational establishment transport policy, prior to the commencement of the travel assistance, a ‘meet and greet’ is arranged for the driver and passenger assistant to meet with you and your child. This is an opportunity to make sure that they are fully aware of your child’s SEN/medical condition and any strategies to help make the journey as safe and pleasant as possible.

Will the new transport arrangements result in longer journey times for children?

We are reviewing routes to make them as efficient as possible, ensuring children do not travel longer than necessary and remain within our guidelines. Some children may have shorter journeys, while others may experience slightly longer travel times. To help your child adjust, transport operators will arrange a ‘meet and greet’ with the driver (and Passenger Assistant, if required). This is an opportunity to share any specific needs or concerns to make your child’s journey more comfortable.

How will you ensure that children, are not spending excessive time on transport?

The Department for Education outline that a child’s travel time to school should not exceed:

• 45 minutes for a primary aged child
• 75 minutes for a secondary aged child

The Transport Commissioning Service aim to keep within these guidelines to reduce the impact of travel on the child’s day. However, it is noted that travel in excess of these times can be unavoidable at times.

What support is available if my child’s journey time increases significantly?

We will work closely with you and your child’s school to ensure their journey is as safe and comfortable as possible. During the ‘meet and greet’ with the driver and Passenger Assistant (if required), you can highlight any support your child may need. If your child struggles with the new arrangements, you can submit a suitability appeal for us to better understand your child’s needs and what travel arrangements will be easier for your child.

Will my child be travelling on the same route every day, or could it change?

In most cases, your child will follow the same route each day. However, occasional changes may be necessary due to factors like roadworks or other children on the route not travelling that day.

Can I track my child’s journey?

Currently, there is no tracking technology available for parents/carers. However, if the drive is delayed, they will contact you directly. The driver will also provider their contact details so you can reach them if needed.

Will there be changes to the type of vehicle my child travels in (e.g., minibus vs. taxi vs. larger bus)?

Some routes may change to improve efficiency, which could mean a different type of vehicle (e.g., taxi, minibus, or larger vehicle). The vehicle used will depend on the number of children on the route and which transport operator is awarded the contract. To help your child adjust, transport operators will arrange a 'meet and greet’ so you can familiarise yourself with the driver, Passenger Assistant (if applicable), and the vehicle.

If my child moves to a larger vehicle, how will you ensure they feel comfortable and safe?

We understand that changes to transport can be challenging. We will work with you and your child’s school to ensure their journey is as smooth as possible. You can use the ‘meet and greet’ to discuss any support your child may need. If the new arrangements are not working, you can submit a suitability appeal for us to better understand your child’s needs and what travel arrangements will be easier for your child. 

Will my child’s transport pick-up and drop-off times change? If so, how much notice will we get?

If your child’s route changes, pick-up and drop-off times may also change. We will notify you as soon as possible to give your family time to prepare.

• For schools: you will receive confirmation of travel arrangements by the end of July 2025.
• For college students: if you need travel assistance, please apply by 30 June 2025. Travel arrangements will be confirmed by the end of August 2025.

What adjustments will be made for children who struggle with waiting times or transitioning from home to transport?

The team will work with you and may also seek advice from the school, if appropriate, to make the transition from home to transport easier. Discussions with the driver and or Passenger Assistant (where appropriate) should include strategies to support your child to regulate. This may include travelling with a soft toy or blanket or having the radio turned on or off. If your child really struggles with the transition, you may want to create communication boards or a 'Now and Next board' so that you can prepare your child for the change prior to the driver arriving.

What happens if a new route or vehicle is not working for my child - how quickly can changes be made?

If the new transport arrangements are not working for your child, please submit a suitability appeal for us to better understand your child’s needs and what travel arrangements will be easier for your child. We will work with you and your child’s school to explore alternative arrangements as quickly as possible.

If there is a delay or change to the route, how will parents be informed?

If there is a delay or change to the journey, the driver will contact you directly. You will also have the driver’s contact details in case you need to get in touch.

Who is responsible for managing these transport changes, and who can I contact for assistance?

The Transport Commissioning team is responsible for arranging and managing school transport.

If you have any questions, please email the team at targetedtransport@cheshirewestandchester.gov.uk.

If the new arrangements are not working, you can submit a suitability appeal for us to better understand your child’s needs and what travel arrangements will be easier for your child. 

Will these changes affect my after-school (wrap around care) transport?

The changes being made to SEND home to school transport routes will take effect from September 2025.

Wrap around care transport must be reapplied for every year, as standard. We do not have a statutory duty to provide wraparound care transport but where this is in place, it is offered as a gesture of goodwill when there is no increase to the contract cost.

Afterschool transport will not be available immediately in September until applications have been received and reviewed. If you have previously received wraparound care transport and are applying for it again this year, we will confirm whether it can be offered by the end of September.

Parent and Carer letter

If you have a child with an EHCP (Education and Health Care Plan) who receives travel assistance from us, you should have received an email or letter from us about the upcoming changes to some SEND home to school transport routes. If you did not receive this email/letter and think you should have, you can find it here: