Frequently asked questions

We've put together some answers to frequently asked questions about home to school transport.

If you cannot find the answer to your question from these pages or our website, please contact us via our general enquiry form and we shall get back to you.

What happens if a child lives with parents at two separate addresses?

We're only responsible for transport from one address, which would be considered the one that the young person lives at for most of the calendar week.

When the young person is staying at the other parent's address it's the parent's responsibility to ensure they can get to and from school. See section 3.4 of our  Home to school and college transport policy (PDF) [601KB] for more details.

What are the guidelines on the distance to transport boarding points?

There is currently no maximum distance to a vehicle boarding point or a set down point for post-16 students, although the Council does plan to provide boarding points as close to the home as possible in the future. See section 12 of our Home to school and college transport policy (PDF) [601KB] for more details.

Are there any guidelines on travelling times for post-16 SEN students?

The times are the same as for secondary school age children, which is approximately 75 minutes one way, however in some cases the journey may be longer. See section 11 of our Home to school and college transport policy (PDF) [601KB] for more details.

I already receive transport and my details will be changing eg I am moving house, I am changing colleges, I need to use a different boarding point or I want to change to a different bus or train service - what do I do?

You need to advise the Council as soon as you know your details will be changing so we can re-assess your school/college transport entitlement, as you may no longer be entitled to school/college transport provision.

If you are still entitled the Council will need at least 10 working days before you move to make alternative transport plans. Please see the Change your address, contact details or service requirements section of our website or email details to educationtransport@norfolk.gov.uk.

It is not enough to only advise the school/college or the taxi/bus operator that certain details have changed - you need to advise the Council as we look after and manage school/college transport.

It is very important to tell us if you change your address, e-mail address or phone numbers. We usually contact you via email so if you change your email address please let us know as you may not hear from us when we ask for important information.  

I have made a school/college application. How soon will transport be in place?

During the year, processing an application usually takes up to 10 working days from when we receive your completed form, with any necessary supporting documents.

For applications made for a new school year in September, transport will be in place if the application and all necessary supporting documents are with us by the end of July. Passes and transport details are sent by 2nd class post. 

Whilst an application is being processed, parents are responsible for ensuring that their child gets to and from school/college and we will not refund any costs incurred, unless there is a processing delay/error caused by us.

To check out the status of your application please access our Travel Pass Search.

My child is a mainstream pupil leaving year 11 and moving into post-16 education - do I need to make a transport application if I want to apply for the Council's Post16 travel scheme?

Yes, you will need to make an application if you wish to apply for our post-16 travel scheme. Post-16 transport applications for September can be made after Easter and they are available at www.norfolk.gov.uk/post16transport.

Should we always apply to the Council for post-16 travel assistance?

No. If the route you are applying for is a local bus route in many cases it is often cheaper and you have more flexibility i.e. weekend and evening use, if you apply to the bus operator direct. For more details please visit Discounts offered by bus and train operators on our website or contact the operators direct to explore your options. 

Do I need to apply for post-16 travel assistance every year?

Yes, any transport offered is for one academic year and students will need to re-apply for transport each year. We usually send correspondence out in mid-June to existing post-16 students who would be eligible for post-16 travel assistance in September, asking if they would like transport assistance again. If you have not heard by the end of June and you currently receive post-16 transport and wish to stay at the same school/college please accept an offer or transport on our website.

I currently receive post-16 travel assistance and will be changing colleges/moving address for September - do I complete a new application or accept an offer of transport?

You will need to complete a new post-16 application form, available at www.norfolk.gov.uk/post16transport.

Do all students who leave high school (moving from year 11 into year 12) and want to receive travel assistance under the post-16 travel scheme have to pay a parental contribution?

Yes they do - a parental/carer contribution is required for all students, including SEN students. Please see Post16 travel scheme cost and payment options for more details.

Do I need to pay for post-16 transport even though the government has raised the participation age to 18?

Yes you do need to pay a contribution for transport. Although young people must now remain in education or training until they are 18, the government has not increased the statutory school leaving age which means that free transport is still only available to eligible children up to the end of the school year in which they become 16.

I receive benefits. Can I get free transport?

Free transport is only available to eligible children up to the end of the school year ie year 11. All post-16 transport, including SEN and mainstream, requires a parental contribution.

If you are on a low income and provide the necessary proof there will be a 25% reduction. Some colleges - the College of West Anglia, King's Lynn, Great Yarmouth, East Coast College and Gorleston, East Norfolk Sixth Form - may fund all your contribution if you are on a low income. For more details please see the Qualifying Low Income benefits section in Post 16 travel scheme cost and payment .

I have applied for a Daily Payer pass for Post-16 travel. How does this work?

On routes covered by local bus services, instead of paying in full or in instalments, you receive a pass where you pay a reduced fee on the bus when you use it. This has the advantage of no upfront costs.

Do all students pay the same contribution regardless of which college they are attending?

No they do not. Some colleges choose to subsidise our transport charges so if you are planning to attend Gorleston, East Norfolk Sixth Form College, Great Yarmouth, East Coast College or the College of West Anglia, King's Lynn you will pay a reduced rate, or nothing at all if you are on low income. Please see Post 16 travel scheme cost and payment for more details.

For further information about discounts and college bursary's please contact the college direct.

My child is continuing at the same SEN school for year 12. Do I need to make an application and pay, even though they may be on the same transport as they were in year 11?

You do not need to make an application, but you will need to pay a parental contribution as all post-16 transport requires a financial contribution. We work closely with the SEN schools to find out who is staying on and then write to all parents and carers with details of the required payment. With returning students TITAN may also be in contact to offer travel training, if this is appropriate. If you have any issues around travel training email TITAN@norfolk.gov.uk.

I feel my child would benefit from independent travel training. How can I find out more details?

Visit the TITAN website or access www.norfolk.gov.uk/Titan for further information.

My child has an Education, Health and Care Plan (EHCP), will they be entitled to transport to the establishment named in their current plan?

Not necessarily. We will not provide transport if an establishment is named in a plan as one of parental preference. We will provide transport if an establishment is named by the Local Authority as the nearest one that can meet the young person's needs and you live beyond the qualifying walking distance from the school.

If my child has an EHCP and they are attending their closest college will we receive travel support?

If they are attending an establishment within your core route area, then providing you live at least 3 miles away you should receive travel support. For further information please see Who is eligible for post 16 travel scheme and Travel options for college or sixth form.

My child is attending school or college on a part-time basis. Can you arrange transport based on these times?

No, we are only responsible for home to school or college transport based on the standard start and finish times of the school or college.

Transport does not cater for part-day arrangements and extended school/college provision. However, if you have a bus pass for a local bus service you will be allowed one return journey, so if the timetable allows, you could use the pass later and come home earlier in the day.

I do not want my child to use the bus. Is there any way they can get help with cycling to school or college?

Yes, if you are entitled to post-16 travel assistance, you can opt to have a cycle grant of £200 a year instead. The cycle grant is a commitment for a full academic year and anyone applying for this grant must consider how they will travel when they are unable to cycle to school. See section 7 of our Home to school and college transport policy (PDF) [601KB] for more details.

We live too close to the college to qualify for post-16 travel support, but my child has mobility issues or a severe medical condition. Will we be eligible for transport?

This is something we may consider if a student has mobility problems or a severe medical condition, which would prevent them walking the distance needed, or if they have associated health and safety issues related to their special educational needs, which mean that they could not reasonably be expected to walk the distance required, even if accompanied. When we assess their entitlement for travel we may request supporting medical evidence which needs to specifically detail how their condition prevents them walking to school/college.

I do not qualify for post-16 travel support as I live too close to the college, however, I cannot accompany my child and would not expect them to walk alone. Will I be able to receive travel support?

No, the Council is not responsible for transport. If you are unable to accompany your child to their post-16 establishment, it is still your parental responsibility to ensure your child attends college and how you fulfil this legal obligation is your responsibility.

I've lost the pass or it is damaged and no longer scans. Can I apply for another one?

Yes, if your pass has been lost, stolen or damaged, so the smartcard no longer scans, you will need to order a replacement pass for £13 - details of how to apply can be found in the Replace a lost, stolen or damaged pass section of our website.

I have received my new bus pass but it does not scan.

It can take a few days from a pass being printed for ticket machines to be able recognise it. Usually the time between printing and the card arriving covers this, but on occasion it may not. Please allow 5 days from the date on the letter that arrived with your pass for it to begin working.

The bus driver says my child needs a new pass as it doesn't scan, but you can read it. Is this correct?

Yes, having a valid scanning pass is a condition of travel. If a pass no longer scans you do need to purchase a replacement, even if it is still readable. We will only replace free of charge if there are no signs of damage other than normal wear and tear - bent, snapped, hole punched, chewed, cut or otherwise damaged passes do require payment for replacing.

My child travels on a school bus/local bus and has lost their travel pass. Can they still travel without it? 

No, the driver can refuse students who do not have a valid travel pass, however, you may be able to pay a fare if the route is a local bus route. If you have lost your pass, please go to the Payments, refunds, cancellations and replacement passes section to order a replacement pass.

Can I appeal a transport decision?

You can appeal a transport decision if you believe the transport policy has not been applied correctly. Visit How to appeal a decision? for more information.