Transport failings risked pupils' safety, says watchdog

Essex County Council caused families distress and put children's safety at risk with "serious and repeated failings" arranging school transport for those with special educational needs and disabilities (SEND), according to a watchdog.

The Local Government and Social Care Ombudsman (LGSCO) investigated two separate complaints concerning missed or late pick-ups, drivers changing frequently and one child going missing.

Under the transport provider 24x7, routes and drivers would change to save money, showing "a disregard" for the needs of children that "rely on consistency and routine".

The council received more than 90 complaints about the transport provider in autumn 2025 and more than 20 further complaints in January and February this year.

Sharon Chappell, from LGSCO, told BBC Essex presenter Ben Fryer that the ombudsman upholds more complaints against Essex County Council "than any other council", also acknowledging that it was "a very large council".

She said: "Essex, given the number of complaints it had received about 24x7, should and could have taken action prior to our involvement."

The local authority has received criticism for its SEND provision in recent years.

In 2024, the council admitted that Essex was the worst in the country for completing assessments on time.

The investigation looked into two complaints from parents whose children had Education, Health and Care plans under the council.

The first involved a mother whose two children - both with additional needs - experienced late or missed pick-ups, including one incident when her daughter went missing for 30 minutes due to confusion about which driver was collecting her.

In the second, a mother said her son's transport failed to arrive, drivers changed frequently without notice, and her concerns about his safeguarding went unanswered.

The council has agreed to "apologise to both mothers" as well as reimbursing the mileage costs of one mother for instances when transport failed to turn up and she had to make the journeys herself.

Amerdeep Clarke, from LGSCO, said: "What happened to these families should not happen to anyone relying on councils to get their children safely and reliably to school."

She said this case should serve as a "wake-up call" for any councils arranging home-to-school transport, especially for children with disabilities and additional needs.

Clarke continued: "Contracts that prioritise cost efficiency over consistency can have a real and lasting impact on vulnerable children's wellbeing and their readiness to learn."

She welcomed the council's "swift acceptance" of the recommendations and encouraged other councils to learn from the lessons highlighted in this investigation.

The authority arranges about 28,000 school journeys daily.

A spokesperson said they welcomed the findings and acknowledged the concerns raised.

"We are sorry that the experience of children and families fell short of the high standards we expect and we have already begun taking action to deliver the changes required," they said.

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