Safe boarding
Staff support appropriate boarding, seatbelts, mobility arrangements and safe positioning before the vehicle moves.
SEND passenger transport
Journeys built around the passenger, not just the route.
We provide specialist home-to-school transport for children and young people who may need additional support, consistency or reassurance. Every route is prepared around safe travel, clear handovers and practical operational control.
Before the route starts
Preparation reduces uncertainty.
Where appropriate, we use pre-start information and meet-and-greet arrangements to help staff, families and passengers understand what to expect. This can be particularly valuable where a passenger is anxious about change, unfamiliar people or new routines.
- Route and passenger information reviewed.
- Staffing requirements confirmed.
- Known communication or mobility needs considered.
- Pickup and handover arrangements made clear.
- Escalation contacts available to staff.
During the journey
Calm, respectful and consistent.
Drivers and passenger assistants are expected to maintain professional boundaries, communicate appropriately and follow the agreed transport arrangements rather than improvising around passenger welfare or safeguarding issues.
Passenger support
Passenger assistants provide reassurance and practical support within the boundaries of their role and the agreed service plan.
Operational escalation
Refusals, illness, distress, behaviour changes, delays or other exceptions are reported rather than left unmanaged.
Safe handovers
The journey is not complete until the passenger is safely handed over.
Pickup and drop-off arrangements are treated as part of the service, not an afterthought. Staff follow the agreed handover process and contact operations when an authorised person is unavailable or circumstances do not match the route instructions.
- Passengers are not left without an agreed safe handover.
- No-meet situations are escalated promptly.
- Changes to collection arrangements are verified through the appropriate route.
- Welfare concerns are reported through safeguarding or operational processes.
Suitable vehicles
Vehicle allocation considers the route, passenger requirements and safe boarding needs.
Passenger assistants
PAs support safe, dignified and consistent journeys where the service requires them.
Clear instructions
Staff need accurate route, passenger, contact and handover information before deployment.