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Social care transport

The entitlement to transport is determined by the department for community services and the department for children and education, with the responsibility for arranging transport remaining with the passenger transport unit.

All the organisations and drivers that are used to provide transport services must be licensed with the appropriate body, prior to being accepted on our approved list. All drivers must be checked by the disclosure and barring service before being eligible to drive.


Eligibility for transport is determined by a service user’s care manager and queries regarding this should be made directly to the relevant person within the community care service.


It is the responsibility of service users and their carers to ensure that they are ready when the vehicle arrives at their home. Operators will be instructed to wait no more than three minutes for any service user.

Where a service user has a mobility problem, the vehicle will try to come as close as possible to the service user’s home.

Service users will be expected to make their own way to the vehicle when being collected by their transport and their own way from the vehicle back to their home after being dropped off.

Drivers and passenger assistants will be able to provide assistance when service users are entering or alighting from the vehicle, but they will not be expected to leave the immediate vicinity of the vehicle.


Transport operators are awarded contracts based on their ability to carry out the operation to the standard and specification. Contact us if you have any issues.


All equipment will be used strictly according to manufacturer’s requirements or appropriate legislative provisions. Copies of users instructions can be provided to service users and carers on request.

Should service users wish to travel in a wheelchair, then that wheelchair must be of an appropriate design and strength for transport purposes.


Medication may be carried on the vehicle if it is in a sealed container or bag clearly labelled with the service user’s name. The passenger assistant will keep the medication safe during the journey and hand it to an adult on arrival. The driver and passenger assistant will not be expected to administer drugs to passengers.


We monitor performance through inspections and close liaison with centre managers. Please do not hesitate to advise the council if you have any operational concerns or feedback about the transport being provided.


Passenger assistants are the link between parents/carers and the service provider staff, representatives of Wiltshire council. They are there to ensure safety and wellbeing when transporting passengers.

We are responsible for the management of passenger assistants. A dedicated team provide support to the passenger assistants including recruitment and retention, relief cover, general advice, risk assessments and much more.

Passenger assistants attend a full range of training such as:

  • wheelchair restraint.
  • disability awareness.
  • contracts .
  • law and duty of care.

Specific training is available to passenger assistants dependant upon the needs of the individuals they are responsible for, such as autism awareness or signing.

All passenger assistants must be checked by the disclosure and barring service before being offered a contract of employment.

To view permanent passenger assistant job adverts, see our jobs website or contact us.


Drivers working on behalf of Wiltshire council transport children and adults to their services. Drivers are required to undertake an assessment as well as meeting vehicle guidelines. All expenses are reimbursed at a monthly rate.

All drivers must be checked by the disclosure and barring service before being eligible to drive.

To view permanent voluntary driver job adverts, see our jobs website or contact us.


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Contact us


01225 712852

Wiltshire Council
Passenger Transport Unit
County Hall
Bythesea Road
BA14 8JN

Last updated: 1 February 2018 | Last reviewed: 1 February 2018