stagecoach east midlands

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Layout 1Stagecoach East Midlands provides local bus services in Kingston upon Hull, throughout Lincolnshire, North Nottinghamshire and South Yorkshire. We provide safe reliable, punctual, clean and comfortable services with an excellent value for money range of tickets and fares.
This annual report covers the year from May 2012 to April 2013
Our passengers We carried a total of 51 million passengers which is a decrease on the previous year and largely reflects the general nature of the economy.
This year 2,128 passenger complaints were received, which equates to one complaint per 24,000 passengers carried. In accordance with our industry code of practice every complaint is investigated with action taken to try to avoid a repetition of the problem.
Every suggestion or comment on possible service improvements is considered and during this year we have made a number of changes to our services based directly on customer feedback.
Our staff We are a major local employer with 1,025 drivers, 210 engineers and 79 supervisors and managers all based locally.
All of our drivers have completed the training necessary to meet the new requirements of the Certificate of Professional Competence (Driver CPC) from September 2013. A continuing training programme is in place to ensure that each driver maintains a Driver Qualification Card (DQC).
Our engineers are all skilled workers. We employ 12 apprentices to provide skills for the future. During the year we employed 2 new apprentices with 3 apprentices entering their final year before qualification.
Our supervisors and managers have all completed relevant training courses for their various professions and many have membership of professional bodies to further develop their skills and knowledge.
Our services In Hull we made improvements to our network of bus services in the east of the city in response to customer research and introduced a fleet of brand new buses serving Greatfield.
In Lincoln our bus services to Birchwood and Doddington Park have been extended to the new Teal Park employment centre in partnership with Lincolnshire County Council providing better access to jobs for local people.
Working with Nottinghamshire County Council we have enhanced the frequency of our Sherwood Arrow service between Nottingham and Ollerton serving Rufford Park and the Sherwood Forest Visitor Centre. Operated by dedicated accessible buses the route has been extended into Retford offering new opportunities for commuter and leisure travel.
We have increased the frequency of our jointly operated Pronto bus service between Mansfield and Nottingham to run every 10 minutes. This follows continuing passenger growth stimulated by the introduction of a 15 minute frequency four years ago.
Our fares We increased fares once during the year by an average of 3.5% to cover increased costs of pay, fuel and insurance and to provide for further investment in new vehicles and equipment.
Our performance We 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 and punctuality of our services. In the past year we operated 99.4% of our scheduled services, with
0.35% failure due to internal reasons and 0.25% due to traffic congestion, diversions etc.
We continually monitor the punctuality of our bus services and over the year
91% operated within 5 minutes of their scheduled time with traffic congestion being the main reason for delay. The severe winter weather contributed to a slight decrease in punctuality in 2012-13.
“ 9.2% improvement in miles per gallon”
We continue to seek improvements through rescheduling services and discussions with our local highway authorities. An example of this is Service 7 at Mansfield, which has been rescheduled and has benefited from traffic light re-phasing.
Our partners We have strong Quality Bus Partnerships with local authorities in Nottinghamshire, Lincolnshire, North Lincolnshire, North East Lincolnshire, Hull, South Yorkshire and Derbyshire. Working together we are improving the quality and accessibility of bus services for local people.
During April 2013 we began a Statutory Quality Bus Partnership for Mansfield with Nottinghamshire County Council. This coincided with the opening of a brand new bus station in the town providing modern, clean, and comfortable, sheltered passenger facilities at the heart of the retail centre.
Our environment We used 12.5 million litres of diesel last year at an average of 7.8 miles per gallon, which is an improvement on the 7.14 miles per gallon achieved in the previous year. This has been achieved through the installation of our Ecodriver system to all of our buses. Using a simple dashboard traffic light system it
provides drivers with real-time feedback on their driving style, including speed, braking, acceleration, lane-handling and turning. In addition all our drivers have completed a safe and fuel efficient driving course.
All our fleet runs on low sulphur diesel with a high tech additive called Envirox to reduce pollution and improve fuel consumption. 72% of our bus fleet reaches the Euro 3 requirements for exhaust emissions with our newer buses meeting increasingly higher standards.
We are proud that our partnership with Lincolnshire County Council trialling Bio- Methane buses in Lincoln was runner up in the ‘Environment’ category at the 2012 UK Bus Awards.
We recycle most of our waste including litter, used oils, filters, batteries, parts etc. We also save energy in our buildings by ensuring equipment and lights are not used unnecessarily. The majority of our workshops have been installed with intelligent lighting systems.
We continue to take steps to help reduce our customer’s carbon footprint by offering affordable, value for money, convenient bus travel and online timetables and information.
Our fleet We operate a fleet of 478 buses and we replaced 11 buses over the past year representing an investment of over £1.3 million. Almost 95% of our fleet is low floor providing easy access for parents with buggies, people with disabilities, and our older customers.
All our vehicles are inspected by our engineers at least every 3 weeks, and maintained to higher standards than the legal minimum to ensure safety and comfort. Every vehicle is cleaned daily.
“ 11 new buses introduced with a total investment of £1.3 million.”
Facts 2012-2013
99.4% service reliability
91% service punctuality
local Stagecoach info 0845 605 0 605 Monday to Thursday, 0830 until 1700 Friday, 0830 until 1600
disability helpdesk 01522 580 515 Monday to Thursday, 0830 until 1700 Friday, 0830 until 1600
what to do if things go wrong We do our best to meet your expectations, but occasionally things go wrong. If you feel we have failed you in some way please tell us about it using the contact details below.
customer services Stagecoach East Midlands PO Box 15, Deacon Road Lincoln LN2 4JB
If you are unhappy with our response, this is the independent body that will review complaints: The Bus Appeals Body Terminal House, Shepperton TW17 8AS
nationwide bus times
Calls cost 10p per minute plus network extras Daily 0700 to 2200
[email protected]
www.stagecoachbus.com
[email protected]