Frequently Asked Questions

REGISTRATION

How do I register?

Simply click the register button on the portal home page. It is located in the top right corner of the page. The portal will ask for your email address. This must match the email address (for security reasons) that you have registered with the school. The system will then text you a One Time Passcode to your registered mobile number. Once entered you will be able to set up your password. 

My email will not work when registering? 

Your email address does not match the email registered with the school. Please contact the school on office@boundaryoak.co.uk to update your details. 

When registering my email, I didn’t receive a 6 digit code? 

If you do not receive a code then your mobile telephone number does not match the records held by the school. Please contact the school on office@boundaryoak.co.uk to update your details. 

ROUTES

Where can I find the bus routes and timetables? 

Bus routes and timetables can be found here on the Boundary Oak Transport Hub. Here you can view each of the routes in detail with bus stops and departure/arrival times.

What if I would like an additional stop? 

Our service can be flexible, and we are able to add additional stops if there is sufficient demand and any proposed additional stops fit within the current routes. It is always worth asking! Please contact us at boundaryoak@studentsafe.com for assistance. Drivers should not be asked to amend their route to accommodate specific requests or make additional stops along registered bus routes.

PAYMENTS

How will billing work?

As per information in the terms and conditions.

Bookings are to be made via the Boundary Oak Transport Hub.

The school will continue to bill parents for the use of this service; payment will not be taken by StudentSafe. Your bill will depend on the number of routes booked and frequency. A cheaper rate is given when bookings are made more regularly, as opposed to ad-hoc bookings. Please see pricing guide here. You will see the zonal information in the stop name on each route.

Once seats have been booked, you will receive an invoice via email from our Bursar, Eileen Lloyd. All termly bus bookings must be paid in advance. Ad-hoc bookings will be billed at the end of the school term.

What are the booking options for my child on the Boundary Oak home to school service for the academic year commencing September ’23?

Bookings can be made for the term. You are able to select one or two way bookings and you are able to select the frequency of these. Please see pricing as above.  

If I book my child on the bus but they do not travel, will I still be charged?

Yes. As you have booked a place on this bus, no other student can take that seat.

 If I cancel my booking after half a term, will I get a refund?

No. The billing is for the whole term. This allows us to plan the routes, stops and predict capacity in advance.

If I start my booking after half a term, will I be charged less?

No. The billing is for the whole term. This allows us to plan the routes, stops and predict capacity in advance.

How do I cancel / give notice for the bus service?

The booking window will be open and will allow parents to book journeys within that term only. If you wish to cancel your child’s bus provision part way through the term, you will still be charged the full amount for the remainder of that term.

AMENDMENTS

What if I need to amend my travel arrangements before or after the start of term?  

Please email boundaryoak@studentsafe.com and we will assist. 

If you no longer require your booked seat, please do update StudentSafe. This will prevent any unnecessary delays to the bus departure time and will allow someone else to book the seat.

BOARDING THE BUS

What to do if the school bus is running late?

Our coach companies make every effort to minimise delays, but sometimes these can be out of their control (roadworks). Please wait at your stop for 10 minutes after your scheduled pick-up time. If the school bus has still not arrived, please contact the StudentSafe control centre. The phone number will be provided closer to September’s launch date.

What if my child misses the bus? 

We recommend pupils are always at the bus stop at least 5 minutes before departure. Vehicles should not depart before their allocated time. If your child does miss the vehicle, however, you will need to organise their journey to school yourself. Please notify the team at boundaryoak@studentsafe.com if this is the case. 

Please always report school absences using the school absence line: 01329 280955.