Your guide to Vayacare transport

What is home-to-school transport?

If your child has an EHCP and attends a school named in that plan, your local authority has a legal duty to arrange free transport if the school is beyond the statutory walking distance from your home. We provide that transport on behalf of local authorities across London and the South East.

What to expect before the first journey

Before your child's first journey, you will receive a welcome call from your Vayacare operations contact. They will confirm the driver's name, the vehicle registration, and the expected pickup window. You'll also receive a link to set up your parent app account so you can track journeys live.

The communication passport

Your child's communication passport tells the driver and passenger assistant about your child's communication style, sensory needs, routines, and what helps them feel safe in the vehicle. Every driver reads the passport before their first journey with your child. You can update it at any time through the app.

Tracking your child's journey

The Vayacare parent app gives you a live view of the vehicle on a map. You receive a notification when your child is collected and when they arrive at school. The driver's name and photo are shown so you know exactly who to expect.

Telling us about changes

If your child will not be travelling on a particular day, please let us know by 07:00 so we can adjust the route. You can report absences, request temporary address changes, and notify us of term-time holidays through the app or by calling our ops team. For longer-term changes to your child's needs or address, contact your LA transport team who will update the EHCP.

How to raise a concern

If you are unhappy with any aspect of the service — whether it is a late arrival, a welfare concern, or something about how a driver or passenger assistant behaved — please tell us. You can raise a concern directly through the app, by phone, or by email. Safeguarding concerns are treated as urgent and reviewed within 2 hours.

What happens if the driver changes

We aim to provide consistency. Where a driver changes, you will receive notice through the app at least 24 hours in advance unless the change is an emergency. You'll see the new driver's profile, DBS status, and qualifications. The communication passport is always passed on.

Supporting your child's SEND needs in transport

Our drivers and passenger assistants are trained in Makaton, autism awareness, and safeguarding. Many hold specialist qualifications. If your child has specific needs — medical, sensory, behavioural — use the passport to document them. If you need a specific type of support or vehicle adaptation, speak to your LA transport team.

Ops team (general enquiries)

Mon–Fri · 07:00–18:00

Safeguarding (urgent)

24/7

Emergency during journey

During journeys

What if the vehicle is late?

The app will show a delay notification. For delays over 20 minutes, the ops team will call you. Call us if you are concerned at any point.

Can I meet the driver before the first journey?

Yes — we encourage this for children who benefit from predictability. Contact ops to arrange a pre-journey introduction.

What if my child refuses to get in the vehicle?

This is more common than you might think. Let us know and we'll discuss the situation. We can try different approaches — a familiar driver, a quieter vehicle, or a phased introduction.

Who do I call in a safeguarding emergency?

Call 07700 900 142 — our safeguarding lead is available 24/7. If your child is in immediate danger, call 999 first.