The safety and wellbeing of students using home-to-school or college transport is our top priority. To help keep everyone safe, we ask that all students, parents/carers, and transport providers follow the school transport code of conduct at all times. 

Transport assistance may be provided either as a statutory entitlement or as discretionary support, depending on individual eligibility and circumstances. Statutory transport is provided where the council has a duty under legislation. Discretionary travel assistance does not create an automatic entitlement and may be reviewed or withdrawn following appropriate consideration and process.

Parents and carers should read and understand the code of conduct and make sure their children also know what is expected. Transport is provided only from the confirmed collection point to the child’s school.

By using school transport (including public transport), both the student and their parent/carer agree to follow this code of conduct.

Please note: transport is not provided for after-school clubs or classes. The local authority only arranges vehicles for the start and end of the school day, as set by the school. Any travel outside these times is the responsibility of the parent/carer.

Students must only use their allocated transport service. They cannot use other services or make arrangements, to travel on alternative school contracted buses, such as going to a friend’s house after school.

All students should be ready at their collection point at least 5 minutes before their scheduled time. Vehicles will wait for a maximum of 5 minutes before moving on to the next stop. (Times may be adjusted slightly for SEND students in accordance with their EHCP or professional advice.)

If a vehicle is running late, we ask that students and parents/carers wait up to 30 minutes at the designated stop before returning home or making their own arrangements to get to school.
If a child misses their allocated vehicle, it is the parent/carer’s responsibility to take them to school.

Safety, timings and expectations

Parents and carers are responsible for their child’s safety at pick-up and drop-off points. Where needed, you should accompany your child to and from the central pick-up location and make sure they follow road safety rules.

We also encourage parents and carers to help children learn how to stay safe and look out for others as they make their way to the pick-up point.

Times and arrangements may be adjusted where required as a reasonable adjustment, taking account of SEND, disability, medical needs, or professional advice.

Primary age students

Parents and carers must stay with their child until the allocated vehicle arrives and be at the drop-off point at the end of the school day. Please help your child understand the importance of waiting calmly, politely, and safely for the bus.

For primary-age children, parents/carers should ensure that any required safety equipment - such as booster seats, car seats, harnesses, or wheelchair tethers - is used correctly and that seat belts are fastened securely once the child is in the vehicle. All safety equipment must be in good condition and clean. If equipment is damaged or unsuitable, it cannot be used, and parents/carers will need to make their own arrangements to get their child to school.

Please talk to your child about the importance of wearing a seatbelt on the vehicle and how it helps keep them safe in case of an accident. If your child needs additional support to understand the importance of passenger safety, their school may be able to provide a social story to help them.

If no responsible adult is present at a primary pupil’s designated drop-off point, or at the home address of a SEND pupil who is transported directly home, the driver will, where possible, complete their route and return to the drop-off location or home address. If this is not possible, the pupil will be taken back to school. In very exceptional circumstances, if a parent/carer or emergency contact cannot be reached, the pupil may be taken to the transport operator’s depot or the nearest police station until suitable arrangements can be made.

Secondary and post-16 students

Older students may not always need an adult to walk them to the bus stop, but in some areas, we encourage parents and carers to accompany them, when possible, to make sure they take the safest route.

Please talk to your child about the importance of wearing a seatbelt on the vehicle and how it helps keep them safe in case of an accident.

If your child needs a booster seat, car seat, harness, or wheelchair tether, please make sure the equipment is clean and in good condition. Damaged or unsuitable equipment cannot be used, and parents/carers will need to arrange alternative transport to school.

If your child misses their designated stop, remind them to speak to the driver. The driver will allow them to get off at the next stop along the route.

Some SEND students who are transported directly to their home may be required to be met by a responsible adult. If no one is available at the home address of a SEND student, the driver will, where possible, complete their route and return. If this is not possible, the student will be taken back to school. In very rare circumstances, if a parent/carer or emergency contact cannot be reached, the student may be taken to the transport operator’s depot or the nearest police station until suitable arrangements can be made.

Secondary and post-16 students are normally expected to make their own way safely from their designated drop-off point. Where specific arrangements are required for safeguarding reasons, parents/carers should discuss these with the school and transport provider to ensure appropriate support is in place.

Please note the passenger transport team is not responsible for loss or damage to personal belongings, including electronic devices. If your child thinks they have left something on the vehicle, please contact the transport operator directly.

If your child has a travel pass, they must carry it every day. Photos of passes on mobile phones will not be accepted. If a pass is lost or damaged, you can request a replacement.

Behaviour on school transport

We want everyone to have a safe and pleasant journey. Here are some simple rules to follow when travelling to and from school:

Before the bus arrives

• Be on time. Arrive at your stop at least 5 minutes before the bus is due.
• Wait sensibly and safely - stand away from the road and respect nearby homes and property.
• If your bus is late, don’t panic. If you have a phone, call home, school or another rider if you know they should be on the bus.
• Talk with your parents about what to do if the bus can’t get to your stop because of bad weather or road changes.

Getting on the bus

• Always have your bus pass ready and show it to the driver when you get on.
• If you lose or damage your pass, you’ll need to get a replacement.
• Never rush or push when the bus arrives - wait until it stops and the door opens.
• Do not try to open any doors unless the driver tells you to or in an emergency.
• Wear clean clothes and shoes - don’t get on with muddy kit e.g. PE kit. 

On the bus

• Sit down quickly and quietly and fasten your seatbelt.
• Be polite to the driver and other passengers.
• Keep your belongings in a safe place so they don’t block the aisle or seats.
• No eating, drinking, smoking/vaping, or littering on the bus.
• Stay seated while the bus is moving and keep your seatbelt on.
• Don’t stand, climb, or kneel on seats, and don’t lean on windows or throw things out.
• Speak to the driver only when it’s safe or in an emergency.
• Keep noise down - loud noise can distract the driver.
• When you need to get off, ask in plenty of time and wait until the bus has stopped before moving.

After you get off

• Take all your belongings with you (unless there’s an emergency).
• If you forget something, tell your teacher and wait for the next journey to collect it.
• If you need to cross the road, wait until the bus has gone and use the Green Cross Code.

In an emergency

• If the bus breaks down or there’s an accident, listen to the driver and follow instructions.
• Stay together in a safe place near the bus.
• Don’t leave without telling the driver where you’re going.

Important

• Never take friends home on your bus unless they have a pass for the same bus.
• Many buses have CCTV. Breaches of the code of conduct may be investigated and addressed on a case by case basis. Decisions are not automatic and will take account of individual circumstances, risk, and evidence.
• Parents/carers will have to pay for any damage caused.

Parents and carers - Your responsibilities

Parents and carers play an important role in making sure school transport is safe and runs smoothly. Here’s what you need to know:

• Behaviour matters: You are responsible for your child’s behaviour while they use school transport. Please make sure they understand and follow the behaviour code of conduct.
• Medical information: Tell us if your child has a medical condition (e.g., epilepsy or severe allergies) that could affect them on transport. Do not assume we already know. We may share this information with the driver or escort if needed.
• Be on time: It’s your responsibility to get your child safely to and from the bus stop. Make sure they know what to do if the bus is late or doesn’t arrive.
• Mobile phones: If your child has a phone, ask them to contact you if there are major delays or problems.
• Travel passes: Your child must carry their bus or rail pass every day. If they can’t show a valid pass, they may be refused travel.
• Replacement bus passes are available for a fee of £15. Replacement rail passes are available for a fee of £30.
• Plan ahead: Discuss with your child what to do if they are refused entry, the bus is late or doesn’t arrive.
• Pick up and drop off: Transport is only provided from set pick-up points near your home to school and back. Please don’t ask drivers to make extra stops.
• Weather and road conditions: Drivers decide if routes are safe during bad weather or road diversions
• Who can travel: Only children listed for that bus can travel. Friends without a valid pass will need other arrangements.
• Accidents: We need to know who is on the bus in case of an accident.
• Waiting safely: Wait with your child at a safe stop, ideally on the same side of the road as the bus.
• Parking consideration: If you wait in your car, please respect neighbours near the bus stop.
• Respect: Encourage your child to respect other passengers and their belongings.
• No smoking/vaping, food, or drink: These are not allowed on school buses.
• Seatbelts: If the bus has seatbelts, your child must wear them - it’s the law.
• Bus stop requests: Remind your child to ask for their stop in good time.
• Meeting young children: Make sure young children are met when the bus returns. Once they leave the bus, the driver is no longer responsible.
• Road safety: Teach your child how to cross the road safely using the Green Cross Code.
• CCTV: Many buses and taxis have CCTV for safety and to investigate incidents.
• Visibility: Consider giving your child reflective clothing for walking to and from the bus stop.
• Concerns: If you have any concerns, contact the school transport office.
• Vandalism: Please make sure your child understands the consequences of damaging property. Parents will be responsible for costs, and children may:
• Be banned from school transport (temporary or permanent)
• Have to pay for damage
• Face police action

Unacceptable behaviour and withdrawal of transport

The local authority has a statutory duty to provide safe transport for eligible children and young people. This duty is owed to all passengers and staff using public, home to school and SEN transport, including drivers and passenger assistants.

Unacceptable behaviour will not be tolerated, particularly where it compromises safety, causes distress or harm to others, or prevents transport staff from carrying out their duties safely.
Headteachers can take action if behaviour on school transport is unacceptable, even though it happens outside school grounds. This includes working with parents and the council to make sure problems are dealt with fairly.

The authority recognises its duties under the Equality Act 2010, the Children and Families Act 2014, and the SEND Code of Practice. However, these duties do not require the authority to provide transport in circumstances where behaviour presents a serious or ongoing safety risk and cannot be reasonably managed.

Equality and reasonable adjustments

The authority will:

• Have due regard to the Public Sector Equality Duty (section 149 Equality Act 2010),
• Consider whether behaviour arises from a disability,
• Consider and, where reasonable, implement appropriate adjustments or support measures.

However:

• The duty to make reasonable adjustments does not extend to tolerating unsafe, violent, or abusive behaviour.
• Adjustments are not required where they would fundamentally alter the nature of the service or fail to mitigate the risk posed. [legislation.gov.uk]

Definition of unacceptable behaviour

Unacceptable behaviour includes any conduct that compromises safety, hygiene, or the ability to provide transport. This includes, but is not limited to:

• Physical aggression or violence towards drivers, passenger assistants, or other passengers.
• Serious verbal abuse, threats, or intimidation.
• Interfering with the safe operation of the vehicle, including distracting the driver or tampering with equipment.
• Wilful damage to vehicles or equipment, including actions that render the vehicle unusable.
• Deliberate contamination of the vehicle, including the spreading of bodily fluids or waste, which poses serious health, safety, and biohazard risks.

Repeated refusal to comply with safety instructions, where this places others at risk

Standard process for managing unacceptable behaviour

To ensure fairness, consistency, and legal compliance, the following standard process will apply.

Stage 1 - Incident and written warning

A written warning will be issued following an incident of unacceptable behaviour. The warning will set out:

• The behaviour observed
• Why it is unacceptable
• Potential risks identified
• Expectations for future conduct
• Any reasonable adjustments or support to be explored.

Stage 2 - Review following further incidents

Any further unacceptable behaviour will trigger a formal review.
The review will consider:

• Frequency and severity of incidents
• Safety risks
• Effectiveness and reasonableness of adjustments already in place

Outcomes of the formal review may include:

• A final warning
• Temporary suspension of transport
• Referral for further decision making

Stage 3 Final Warning/Serious Incidents

Where behaviour presents an immediate or serious risk, transport may be suspended immediately, without prior warning.

This is a protective and lawful measure and does not constitute a disciplinary sanction.

Appeals and decision making

Decisions to suspend or withdraw transport may be referred to the Transport Appeals Panel.
The panel will consider:

• The child or young person’s needs
• Equality duties
• Safety considerations
• Whether refusal remains proportionate and justified

Withdrawal of transport

Where transport assistance is withdrawn:

• Parents/carers remain legally responsible for ensuring school attendance
• Withdrawal of transport does not remove the duty to attend school

The council will take into account a child or young person’s SEND, disability, safeguarding needs, age, vulnerability, and any Education, Health and Care Plan (EHCP) or professional advice when considering concerns about behaviour on transport.

Important for parents

The council will not tolerate abusive or aggressive behaviour from parents towards drivers, passenger assistants, other students or office staff. If you have concerns, please email schooltransport@herefordshire.gov.uk, for concerns relating to SEND, please contact SEN School Transport SENSchoolTransport@herefordshire.gov.uk

Any concerns regarding behaviour will be addressed in line with agreed procedures, while keeping the child’s welfare and safeguarding at the centre of decision making.

Exceptional circumstances

Sometimes unexpected things happen, like road closures or bad weather. Here’s what you need to know:

• If the bus needs to stop unexpectedly, listen carefully to the driver’s instructions and stay calm. The driver is in charge and will keep everyone safe
• If you are asked to leave the bus, stay together in a safe place away from the road. Do not wander off - wait for further instructions
• In some cases, you might be given a temporary pick-up point. In extreme situations (such as severe weather), the service may not run at all
• During bad weather, some or all school transport may be cancelled or run on a reduced route. These decisions are made to keep everyone safe and are based on advice from road safety teams and emergency services
• We will share updates as soon as possible, but sometimes alternative arrangement cannot be made. If transport cannot run and you can take your child to school, you will also need to collect them at the end of the day
• Latest updates during bad weather, or school closures
• In rare cases, you may be asked to help by transporting your child to school

Change of circumstances

If your situation changes, your child’s eligibility for school transport may also change. For example:

• Moving house means you’ll need to submit a new application for review.
• If your travel assistance is withdrawn, you’ll be asked to return any travel passes.
• Please tell the home to school transport team about any changes at least 72 hours in advance by emailing schooltransport@herefordshire.gov.uk
• If you no longer need school transport, let us know within four weeks of the change.

Procurement of travel assistance

School transport services are arranged according to UK regulations and council policies. Contracts are reviewed at least every five years to make sure they offer good value and efficiency. This means your child’s transport arrangements may change during their time at school.

Complaints or concerns

If you’re unhappy with the service, you can make a complaint.

We aim to respond within 10 working days. If it will take longer, we’ll let you know when to expect a reply.

Submitting an appeal

Decisions made under this code of conduct do not remove or override parents’ statutory right of appeal regarding home to school transport decisions. Appeals must be made through the council’s published review and appeals process.

Download the review of transport entitlement decision form and submit your request.

This code of conduct is applied fairly for all passengers.