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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.


Wiltshire Council has a duty to protect personal information;

The Passenger Transport Unit will process this information in accordance with current Data Protection legislation. This information will be stored on computer and manual files. This personal data will only be used for providing transport, or purposes relating to this service. For more information write to Information Governance c/o Wiltshire Council, or e-mail to dataprotection@wiltshire.gov.uk. You will also find information online here.

Data Controller

Wiltshire Council is registered as a data controller with the Information Commissioner's Office. Full details of the registration are available at ICO register of data controllers 

Data Controller Contact Details

We can be contacted by phone, in person, or in writing

Data Protection Officer

Our DPO may be contacted as above or online at dataprotection@wiltshire.gov.uk

Purpose of processing

The Passenger Transport Unit will process your personal information for the following purposes:

  • maintaining our own accounts and records
  • supporting and managing our employees
  • promoting the services we provide
  • carrying out health and public awareness campaigns
  • managing our property
  • carrying out surveys
  • licensing and regulatory activities
  • local fraud initiatives
  • crime prevention and prosecution offenders including the use of CCTV
  • corporate administration and all activities we are required to carry out as a data controller and public authority
  • undertaking research
  • internal financial support and corporate functions
  • managing archived records for historical and research reasons
  • data matching under local and national fraud initiatives
  • provision of concessionary travel passes
  • provision of all non-commercial activities including education, social services and public transport
  • administering the collection of payments
  • administering the payment of refunds and expenses
  • administering enquiries and complaints
  • managing vehicle drivers

Legal basis for processing

Our processing shall be lawful because at least one of the following will apply:

(a) the data subject has given consent to the Council for processing of their personal data for one or more specific purposes

(b) processing is necessary for the performance of a contract to which the data subject is party or in order to take steps at the request of the data subject prior to entering into a contract

(c) processing is necessary for compliance with a legal obligation to which the Council is  subject

(d) processing is necessary in order to protect the vital interests of the data subject or of another natural person

(e) processing is necessary for the performance of a task carried out in the public interest or in the exercise of official authority vested in the Council

(f) processing is necessary for the purposes of the legitimate interests pursued by the controller or by a third party, except where such interests are overridden by the interests or fundamental rights and freedoms of the data subject which require protection of personal data, in particular where the data subject is a child

If your special category data is processed, in addition to one of the above, processing will be necessary because at least one of the following shall also apply:

(a) the data subject has given explicit consent to the processing of those personal data for one or more specified purposes

(b) to carry out the obligations and exercising specific rights of the controller or of the data subject in the field of employment and social security and social protection law

(c) to protect the vital interests of the data subject or of another natural person where the data subject is physically or legally incapable of giving consent

(d) processing relates to personal data which are manifestly made public by the data subject

(e) for the establishment, exercise or defence of legal claims or whenever courts are acting in their judicial capacity

(f) processing is necessary for reasons of substantial public interest

(g) processing is necessary for the purposes of preventive or occupational medicine, for the assessment of the working capacity of the employee, medical diagnosis, the provision of health or social care or treatment or the management of health or social care systems and services

(h) for reasons of public interest in the area of public health, such as protecting against serious cross-border threats to health or ensuring high standards of quality and safety of health care and of medicinal products or medical devices

(i) for archiving purposes in the public interest, scientific or historical research purposes or statistical purposes

Recipients or categories of recipients

Where necessary and lawful, or when required by legal obligation, we may share information with:

  • family, associates or representatives of the person whose personal data we are processing
  • healthcare, social and welfare organisations
  • educators
  • providers of goods and services
  • financial organisations
  • debt collection and tracing agencies
  • service providers
  • local and central government
  • ombudsman and regulatory authorities
  • professional advisers and consultants
  • courts and tribunals
  • trade unions
  • professional advisers
  • credit reference agencies
  • police forces
  • students and pupils including their relatives, guardians, carers or representatives
  • ;data processors
  • other police forces, non-home office police forces
  • courts, prisons
  • local and central government
  • international law enforcement agencies and bodies
  • partner agencies, approved organisations and individuals working with the police
  • service providers
  • healthcare professionals
  • law enforcement and prosecuting authorities
  • legal representatives, defence solicitors
  • police complaints authority
  • the disclosure and barring service  

Retention period

Wiltshire Council Passenger Transport Unit will process your personal data for the above purposes for no longer than necessary. Full details of our retention schedule may be found in the downloads section at the bottom of this page.

Your rights 

Your rights are set out in in Articles 13 to 22 of the General Data Protection Regulation 2016 and include:

  • the right to access your personal information, to request rectification or erasure of certain personal information and to object to processing in certain circumstances
  • the right to withdraw any consent you may have given to process your personal information
  • the right to complain to the Information Commissioner if you feel we are processing your personal information unlawfully
  • the right to restrict processing activity in certain circumstances
  • the right to object to certain types of processing activity


The information you are giving us is a statutory or contractual requirement; or a requirement necessary to enter into a contract.
You are not obliged to provide this information.
Failure to provide us with the information may result in us being unable to provide the service being requested.

Automated decision making

The Passenger Transport Unit does not use automated decision making in respect to your personal information. 

More information

Further information can be found online in the Wiltshire Council pages Data Protection and How we use your information.


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Contact us


01225 712852

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

Last updated: 24 April 2018 | Last reviewed: 24 April 2018