Download - Stagecoach East Midlands
Stagecoach East Midlandsprovides local bus services inKingston upon Hull,throughout Lincolnshire,North Nottinghamshire andSouth Yorkshire. We providesafe reliable, punctual, cleanand comfortable services withan excellent value for moneyrange of tickets and fares.
This annual report covers the yearfrom May 2012 to April 2013
Our passengers We carried a total of 51 million passengers which isa decrease on the previous year and largely reflectsthe general nature of the economy.
This year 2,128 passenger complaints were received,which equates to one complaint per 24,000passengers carried. In accordance with our industrycode of practice every complaint is investigated withaction taken to try to avoid a repetition of theproblem.
Every suggestion or comment on possible serviceimprovements is considered and during this year wehave made a number of changes to our servicesbased directly on customer feedback.
Our staffWe are a major local employer with 1,025 drivers,210 engineers and 79 supervisors and managers allbased locally.
All of our drivers have completed the trainingnecessary to meet the new requirements of theCertificate of Professional Competence (Driver CPC)from September 2013. A continuing trainingprogramme is in place to ensure that each drivermaintains a Driver Qualification Card (DQC).
Our engineers are all skilled workers. We employ 12apprentices to provide skills for the future. During theyear we employed 2 new apprentices with 3apprentices entering their final year beforequalification.
Our supervisors and managers have all completedrelevant training courses for their various professionsand many have membership of professional bodiesto further develop their skills and knowledge.
Our servicesIn Hull we made improvements to our network ofbus services in the east of the city in response tocustomer research and introduced a fleet of brandnew buses serving Greatfield.
In Lincoln our bus services to Birchwood andDoddington Park have been extended to the newTeal Park employment centre in partnership withLincolnshire County Council providing better accessto jobs for local people.
Working with Nottinghamshire County Council wehave enhanced the frequency of our SherwoodArrow service between Nottingham and Ollertonserving Rufford Park and the Sherwood Forest VisitorCentre. Operated by dedicated accessible buses theroute has been extended into Retford offering newopportunities for commuter and leisure travel.
We have increased the frequency of our jointlyoperated Pronto bus service between Mansfield andNottingham to run every 10 minutes. This followscontinuing passenger growth stimulated by theintroduction of a 15 minute frequency four years ago.
Our faresWe increased fares once during the year by anaverage of 3.5% to cover increased costs of pay, fueland insurance and to provide for further investmentin new vehicles and equipment.
Our performanceWe operated a total of 21 million miles over the year,which was 0.5% lower than in the previous year.
Our key measure of performance is the reliability andpunctuality of our services. In the past year weoperated 99.4% of our scheduled services, with
0.35% failure due to internalreasons and 0.25% due totraffic congestion, diversionsetc.
We continually monitor thepunctuality of our busservices and over the year
91% operated within 5 minutes of their scheduledtime with traffic congestion being the main reason fordelay. The severe winter weather contributed to aslight decrease in punctuality in 2012-13.
“ 9.2%improvementin miles pergallon”
We continue to seek improvements throughrescheduling services and discussions with our localhighway authorities. An example of this is Service 7at Mansfield, which has been rescheduled and hasbenefited from traffic light re-phasing.
Our partnersWe have strong Quality Bus Partnerships with localauthorities in Nottinghamshire, Lincolnshire, NorthLincolnshire, North East Lincolnshire, Hull, SouthYorkshire and Derbyshire. Working together we areimproving the quality and accessibility of bus servicesfor local people.
During April 2013 we began a Statutory Quality BusPartnership for Mansfield with NottinghamshireCounty Council. This coincided with the opening ofa brand new bus station in the town providingmodern, clean, and comfortable, sheltered passengerfacilities at the heart of the retail centre.
Our environmentWe used 12.5 million litres of diesel last year at anaverage of 7.8 miles per gallon, which is animprovement on the 7.14 miles per gallon achievedin the previous year. This has been achieved throughthe installation of our Ecodriver system to all of ourbuses. Using a simple dashboard traffic light system it
provides drivers with real-time feedback on theirdriving style, including speed, braking, acceleration,lane-handling and turning. In addition all our drivershave completed a safe and fuel efficient drivingcourse.
All our fleet runs on low sulphur diesel with a hightech additive called Envirox to reduce pollution andimprove fuel consumption. 72% of our bus fleetreaches the Euro 3 requirements for exhaustemissions with our newer buses meeting increasinglyhigher standards.
We are proud that our partnership with LincolnshireCounty Council trialling Bio-Methane buses in Lincolnwas runner up in the‘Environment’ category at the2012 UK Bus Awards.
We recycle most of ourwaste including litter, usedoils, filters, batteries, parts etc.We also save energy in ourbuildings by ensuringequipment and lights are not used unnecessarily. Themajority of our workshops have been installed withintelligent lighting systems.
We continue to take steps to help reduce ourcustomer’s carbon footprint by offering affordable,value for money, convenient bus travel and onlinetimetables and information.
Our fleetWe operate a fleet of 478 buses and we replaced11 buses over the past year representing aninvestment of over £1.3 million. Almost 95% of ourfleet is low floor providing easy access for parentswith buggies, people with disabilities, and our oldercustomers.
All our vehicles are inspected by our engineers atleast every 3 weeks, and maintained to higherstandards than the legal minimum to ensure safetyand comfort. Every vehicle is cleaned daily.
“ 11 newbusesintroducedwith a totalinvestment of£1.3 million.”
Facts 2012-2013
51 million passengers
21 million miles
1,314 staff
478 vehicles
99.4% service reliability
91% service punctuality
local Stagecoach info0845 605 0 605Monday to Thursday, 0830 until 1700Friday, 0830 until 1600
disability helpdesk01522 580 515Monday to Thursday, 0830 until 1700Friday, 0830 until 1600
what to do if things go wrongWe do our best to meet your expectations,but occasionally things go wrong. If you feelwe have failed you in some way please tell usabout it using the contact details below.
customer servicesStagecoach East MidlandsPO Box 15, Deacon RoadLincoln LN2 4JB
If you are unhappy with our response, this is the independent body that will review complaints:The Bus Appeals BodyTerminal House, Shepperton TW17 8AS
nationwide bus times
Calls cost 10p per minute plus network extrasDaily 0700 to 2200
www.stagecoachbus.com
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