Frequently asked questions
For LA commissioners, transport managers, and school SEND coordinators. If your question is not here, contact us directly.
We are available via dynamic purchasing systems (DPS) including YPO, ESPO, and Crown Commercial Service. You can also commission us directly for contracts below the relevant threshold, or via a competitive tender process. We are happy to assist with specification drafting — contact us to discuss your procurement route.
We work with LAs transporting as few as 8 children and as many as 200+. There is no minimum contract value. For very small packages, we may recommend shared commissioning with a neighbouring authority.
Yes. We offer a 6-week pilot package that gives you access to all platform features, full safeguarding infrastructure, and a dedicated ops manager. Pricing during pilot is the same as standard; there is no setup fee.
Yes. All drivers and passenger assistants hold a current Enhanced DBS certificate, registered on the DBS Update Service so we can check status in real time. No one is placed on a route before their DBS has been verified.
We follow a three-tier incident classification system. Any Tier 2 or Tier 3 incident is escalated to our Designated Safeguarding Lead immediately and reported to the commissioning LA within one hour. All incidents are logged in our management system, which the LA can access via the portal.
Court orders are stored securely in our system and visible to the driver during each journey via the communication passport. Handover protocols are tailored to each child's order. Our DSL reviews all court order details before the first journey.
Yes. We support integration with most LA case management and transport management systems via REST API and secure SFTP data feeds. We have existing integrations with Capita ONE, Liquidlogic, and Protocol. Custom integrations can be scoped — typical build time is 4–8 weeks.
Parents and carers download the Vayacare app (iOS/Android). They receive a unique code linked to their child's transport arrangement. The app shows live vehicle location, estimated arrival time, and sends push notifications for departure, arrival, and any delays.
The LA portal provides real-time route monitoring, full compliance dashboards (driver certs, DBS, vehicle MOT/insurance), incident and welfare logs, KPI reporting, invoice management, and EHCP transport records. All data is exportable and FOI-ready.
We maintain a live cover pool of trained, vetted drivers. When an absence is reported, our automated cascade system alerts available cover drivers. We aim to confirm cover within 30 minutes of notification. If no internal cover is available, we draw on our Approved Supply List of vetted subcontractors.
Our schedule is managed in line with each LA's term dates, which are loaded into the system at the start of each academic year. Mid-term changes (pupil moves, new EHCPs) are handled with a standard 5-day notice period for new routes where possible.
Our fleet includes standard saloon taxis, adapted MPVs (wheelchair accessible), SEND-spec minibuses (up to 16 seats), and specialist vehicles for children with complex needs. All vehicles are under 5 years old, CCTV-equipped, and carry child-appropriate communication materials.
We price per journey, with rates set at contract commencement based on route distance, passenger complexity, and vehicle type. There are no hidden management fees. We also offer an annual flat-rate option for LAs with stable route volumes.
Emergency cover (day-of absence or vehicle breakdown) attracts a surcharge as set out in Schedule 2 of your service agreement. This is typically 25% above the standard journey rate. All surcharges are itemised on invoices.