Cornwall Council Unmet taxi demand survey 2014 - Final Report

November 2014

- i -

- ii - Contents

Executive summary ...... vii 1. Introduction ...... 1 2. Background to taxi licensing in ...... 7 3. Results from rank surveys ...... 16 4. Public Consultation results ...... 28 5. Stakeholder Consultation ...... 33 6. Licensed Vehicle Trade Consultation ...... 40 7. Summary and conclusions ...... 42 8. Recommendations ...... 49

CTS Traffic & Transportation Ltd. Unit 14 Aqueduct Mill, Aqueduct Street, Preston, PR1 7JN Tel: (01772) 251 400 Fax: (01772) 252 900 E-mail: [email protected] Web-site: www.ctstraffic.co.uk

- iii - - iv - Data Quality Assurance:

Report by: Ian Millership Date: 20/11/14

Checked by: Joe Maclaren Date: 21/11/14

- v - - vi - Executive summary CTS Traffic and Transportation were appointed by to undertake their three unmet taxi demand surveys 2014 on 11 th April 2014. This report presents the results of all investigations undertaken to provide a database of robust information on which a decision can be taken by councillors in regard to the vehicle limitation policy applied in each of the three (of six) zones reviewed. All research was undertaken in line with the current Department for Transport Best Practice Guidance (April 2010).

The current booked date for the final presentation of results to Council is 9 January 2015.

Cornwall currently includes licensed vehicles as an important part of overall transport policy and choice within the Local Transport Plan. Taxi policy is implemented both at a strategic level over all Cornwall and in regard to hackney carriages in six zones equating to the former District council areas. In the Restormel zone, a limit on the number of hackney carriage vehicles is retained under the powers of the 1985 Transport Act. In this area, local transport policy focusses on a night time transport management strategy including marshals to help at the taxi ranks.

Restormel currently has 74 hackney carriage vehicles with that number last increased between 1994 and 1997 by three, with 4% more hackney carriages at this time compared to 1994. Over a similar period the private hire vehicle fleet has grown 56% although numbers are currently falling. The level of hackney carriages per thousand of population is the lowest of all Cornish zones and the furthest away from Cornish and national averages. Overall licensed vehicle levels are the closest in Cornwall to the English average, and well above the Cornwall average. Apart from the station company there do not appear to be any particularly dominant companies either in the hackney carriage or private hire market. There are some mixed fleets in but generally less elsewhere. Current fares place Carrick 32 nd in the national UK fares chart, 97% of the Cornish average but 15% above the national average.

171 hours of rank observation were undertaken but none were observed using ranks to access hackney carriages in wheel chairs. Across Restormel in a typical week estimate the Fore St rank in Newquay took 52% of total rank based passengers in the zone. Second was the private station rank at St Austell (13%) and then the private Newquay station rank (11%). Four other ranks saw use but none saw more than 9% of passengers. Overall demand has fallen by around 37% since 2011 – with the largest drop in St Austell where the council ranks are now relatively little used at all.

Current usage of licensed vehicles from the public on-street surveys is 39% in the last three months – higher than 2011. Recent usage is at a high of 41% in Newquay and less (30%) in St Austell. Use of both ranks and hailing is low with 19% on average using ranks and none hailing in St Austell rising to 31% using ranks and 4% hailing in Newquay. Specific phone usage is the same as ranks in Newquay but a further 34% use Freephones, smart phones or other methods of booking.

Those saying they used phone bookings named four companies in Newquay (one dominant) but nine different companies in St Austell (one slightly less dominant than in Newquay).

- vii - Rank knowledge was relatively poor in Newquay with the station best known. There was better knowledge in St Austell but the High Cross Street rank was not specifically mentioned. In neither town were there significant suggestions of need for any new ranks.

A good number of stakeholders provided their views about the current service. All supermarkets and hotels would phone taxis for customers when needed although few had freephones. There were some times when there were shortages but only at key peak times or periods and there were no overall complaints about the service provided. Disability inputs suggested more operational issues than any shortage of vehicles.

Representatives from both major towns showed us the rank operations in their two locations and provided helpful comments about how the trade operated in each place. A low general trade input was received with just 9 responses returned from the Restormel area. One of the trade representatives had warned us this might occur as the local trade association had ceased to operate some years ago. All supported the retention of the limit (with 78% from hackney carriage and 22% from private hire) with 66% saying they would leave the trade were that to change. Retaining the limit would continue the benefit of most passengers knowing drivers’ personally and one felt increasing would jeopardise public safety. Most said there were already too many vehicles in the area.

The hackney carriage fleet in Restormel is very individually based and very disparate. Apart from servicing the main rank in Newquay and the two railway stations, as well as the daytime rank in Newquay, most other ranks are relatively little or unused, and a good number of hackney carriages service niche markets or work within small private hire companies. In St Austell, demand levels are very low whilst in Newquay the only significant demand is at weekend nights – for which a hackney carriage operation is required for best service.

- viii - 1. Introduction Cornwall Council is responsible for the licensing of hackney carriage and private hire vehicles operating within the council area. At the present time it has chosen to retain the six former district council taxi licensing areas as separate zones, in which three retain limits on the number of hackney carriage vehicles. This Report summarises the research undertaken and the results obtained for the Restormel zone, which includes St Austell and Newquay urban areas.

Study timetable Cornwall Council appointed CTS Traffic and Transportation on 11 th April 2014 to undertake these unmet taxi demand surveys 2014 in line with our quotation dated 25 th March 2014.

The three studies ran in parallel. An inception meeting was held on Thursday 15 th May 2014 to cover details of the three studies including discussion of available ranks, questionnaire content and proposed consultees. Members of the hackney carriage trade also attended the meeting and organised on the ground tours of their respective locations during which opportunity was provided for focussed updates on the current situation for hackney carriages in Restormel.

Stakeholder consultation was undertaken by email, letter, phone-call and by an item on the Cornwall Council web-site including the detailed on- street questionnaire. Councillors, town and parish councils were contacted using the standard Council contact procedure via the two nominated Council officers who undertake all these consultations on behalf of those wishing to contact these groups. On-street questionnaires were undertaken during early June 2014, together with the video observation of hackney carriage ranks.

Trade consultation was undertaken by issuing a 2-page letter and questionnaire by email and post to all those within the Cornwall council trade contact list within each of the three areas being surveyed. Further options were available with the questionnaire also being placed on-line for people to access. A reasonable number of trade representatives and company representatives were contacted, met, emailed or phoned to encourage further response.

At present, the presentation of final results to Council will be on 9 January 2015. Further details of each part of the survey work are outlined below.

1 National background and definitions At the present time, hackney carriage and private hire licensing is carried out under the Town Police Clauses Act 1847 (as amended by various further legislation including the Transport Act 1985, especially Section 16) in regard to hackney carriages and the Local Government (Miscellaneous Provisions) Act 1976 with reference to private hire vehicles. A number of modifications have been made within more recent legislation and through case law.

The issue of limits on hackney carriage vehicle licences (and other potentially restrictive practices) were considered by the Office of Fair Trading (OfT) (and latterly the House of Commons Select Committee on Transport). The Department for Transport most recently published Best Practice Guidance in April 2010 to cover a number of more recent issues and take on board both the recommendations of the OfT and House of Commons Select Committee (HoC SC). More recently a further HoC SC has led to the Law Commission (LC) taking on a wide ranging review of vehicle licensing law whose report was published on 23 May 2014.

It is very unlikely that this LC recommendation will be able to find time to become Law before the next election, although the Government must make an outline statement within six months and provided detailed comment within a year. The LC Report includes 84 recommendations (specific recommendation numbers in brackets below from Report) including: - Retaining the two-tier system (1) - A statutory definition of pre-booking (3) and a new offence of anyone other than a locally licensed taxi driver accepting a booking ‘there and then’ (10) - That the term “hackney carriage” should be replaced in legislation with the word “taxi” (4) - New duty on taxi drivers to stop in specified circumstances if so determined by the local licensing authority (12) - Each licensing authority under a duty to consult on the need to alter rank provision, not exceeding every three years (13) - Introduction of national standards for taxi and private hire services (30) - Licensing authorities retain power to set local taxi standards over and above national standards (46) - A more flexible power to introduce and remove taxi licensing zones (57) - Licensing authorities continue to have power to limit the number of taxi vehicles licensed in their area (58) - Subject to a statutory public interest test with how this statutory test should be applied determined by the Secretary of State (59) - Reviewed every three years and subject to local consultation (60) - Mandatory disability awareness training for all drivers (62) - An accessibility review at three year intervals (65)

Other recommendations are included of less relevance to this current report. 2 The Deregulation Bill, currently after second reading stage in the Lord’s has three taxi licensing clauses which were added during its passage through the Commons. These cover unlicensed relatives being able to drive private hire vehicles (now dropped), operators being able to transfer work across borders and length of driver and operator licences. An opportunity was also given for trade representatives to identify conditions of licence that were felt to be unduly restrictive.

None of these really impact on the issue of unmet demand directly but could have some impacts on operations which might move demand from hackney carriages towards private hire more than the current situation might.

At the present time, each licensing authority in England supervises the operations of two different kinds of locally licensed vehicle. Firstly, all vehicles able to carry nine or more passengers are dealt with under national public service vehicle licensing and licensing authorities only have jurisdiction over those carrying eight or less passengers (although there will be some change to this if the full LC recommendations are agreed). These vehicles are further subdivided into:

• Hackney carriage vehicles (sometimes referred to as ‘taxis’ in legislation), which alone are able to wait at ranks and pick up people in the street (ply for hire). To operate such a vehicle also requires a driver to be licensed to drive within the area the vehicle is licensed to operate • Private hire vehicles, which can only be booked through an operating centre and who, otherwise, are not insured for their passengers (often also known as ‘taxis’ by the public). To operate such a vehicle requires a vehicle and driver licence, and there must also be an affiliation to an operator. Such vehicles can only transport passengers who have made bookings via this operator.

For the sake of clarity, this report will refer to ‘licensed vehicles’ when meaning hackney carriage and private hire collectively, and to the specific type when referencing either specific type of vehicle. The term ‘taxi’ will be avoided as far as possible, although it has to be used in its colloquial form when dealing with the public, few of whom are aware of the detailed differences.

There is a further current issue that does impact on demand – the fact that many hackney carriages once properly licensed in an area with a driver then work as private hire vehicles in other licensing areas, often many miles from their home base. Such vehicles can have cost base advantages and can appear to be available for immediate hire when they are not in fact legally able to do so (eg with stickers saying ‘this vehicle can be hired immediately’, which only applies within their licensing area).

3 Review aims and objectives Cornwall Council is seeking a review of their current policy towards hackney carriage quantity control in line with current Department for Transport (DfT) Best Practice guidance as published in April 2010. Further background information about previous policy is contained in Chapter 2 to set the context of the current situation.

The “Best Practice Guidance” paragraph 47 states: “Most licensing authorities do not impose quantity restrictions the Department regards that as best practice. Where restrictions are imposed, the Department would urge that the matter should be regularly reconsidered….” Recent information suggests that some 75% of licensing authorities in England and Wales either have never limited numbers, or have removed their limit since the OfT published its results.

Around 90 authorities currently retain a limit – although a small number have over recent years returned the limit on vehicle licences (notably including Sheffield and Birmingham, but also including Slough, Crawley, Derbyshire Dales, Wirral, Watford and Chesterfield). Some authorities (Chesterfield, Wirral and Knowsley) are now setting limits below the current level of vehicle numbers and allowing numbers to drop back via natural wastage (principally non-renewals). Others are setting the limit at the level of active current plates at the time the unmet demand survey is actually undertaken (eg Lancaster).

The study brief states “Cornwall Council …. reviewed its position in 2010 in relation to having a numerical limitation policy. The policy, following consultation, was retained in all three taxi zones. In deciding to commission further surveys (in 2014) to support the policy the Council’s Miscellaneous Licensing Committee, in light of the Law Commission review, have decided to go out for tender without reconsidering the policy at this stage….this leaves the Council in the position where it needs to establish the numerical limit at which it will set in terms of licences that are needed to satisfy any significant unmet demand in any of the three taxi zones. Therefore the main purpose of the survey is to identify whether there is, or is not, jn each of the three taxi zones any significant unmet demand. In addition, if any significant unmet demand is identified in any of the three taxi zones, the survey will identify the number of licences that need to be issued to meet any significant unmet demand.”

Copies of the 2011 surveys were provided as part of the Brief. These followed industry standard practise and the reports for 2014 utilise similar methodology and surveys albeit with detailed differences in specific application. Our present practice is derived in light of the Transport Act 1985, section 16, the current Department for Transport Best Practice Guidance (March 2010 including 16 June 2004 letter) is followed as well as emerging thinking related to case law, current practices and the present knowledge of the Law Commission Review.

4 Our research focusses on: • customer need and expectation • the existence and significance of unmet demand • service quality • safety • vehicle types • vehicle designs • accessibility

Target groups include: • customers • potential customers • individuals • groups • organisations on whom the hackney carriage service impacts

A specific chapter is included reviewing question by question the 16 June 2004 letter guidance, as well as a chapter considering the impact of the Equality Act when numerical limits are retained.

Methodology In order to meet Cornwall Council’s objectives, the following methodology was adopted:

• Review of relevant policies, standards etc: to understand the authority’s aspirations for meeting travel needs and social inclusion and provide context to determining overall demand for travel and how this should be met;

• Extensive rank observations and audits of all the ranks in the Authority, including monitoring passengers’ waiting time, any illegal plying for hire, use of Hackney Carriages by wheelchair users and rank audits;

• On street interviews: a survey of a number of representative people on street to obtain information about their understanding of the sector, their last taxi journey, their overall levels of taxi use, about quality and barriers to use;

• Consultation: including consultation with all relevant stakeholders – the local authorities, police, trade associations, all drivers, mobility impaired, specific user groups, businesses, and other major generators of taxi trips;

• Benchmarking against other authorities: to provide a useful comparison as to the quantity of taxis and Private Hire Vehicles.

5 For the sake of clarity, our research was undertaken across the whole of the Restormel zone although inevitably there is a focus on the places where ranks are in place and where the majority of the population is (i.e the two largest urban areas). For example, all parish and town councils were given opportunity to respond irrespective of their location, as were all Council members – in this case across the whole of Cornwall. The study was also advertised on the Cornwall Council licensing page and people were invited to respond both to the general public questionnaire as well as to the trade questionnaire. The Restormel zone – equating to the former District Council area – includes , Colan, , , with Creed, , , , , Newquay, Pentewan, Roche, , St Austell, St Blaise, , St Dennis, , , , in Pydar, , St Sampson, St Stephen-in-Brannel, , , Parish Council and Tywardreath & Par. Hackney carriages with Restormel zone plates can ply for hire or sit at ranks in any part of Restormel although we believe there are only ranks in St Austell and Newquay. They can also take telephone bookings without need to record details from any location.

Report structure This Report provides the following further chapters:

• Chapter 2 – current background to taxi licensing statistics and policy • Chapter 3 – results from the rank surveys • Chapter 4 – results from the surveys undertaken with the public • Chapter 5 – up to date stakeholder consultation • Chapter 6 – results from consultation with the taxi licensing trade • Chapter 7 – summary and conclusions of this review • Chapter 8 – recommendations for policy arising from this review.

6 2. Background to taxi licensing in Cornwall The Cornwall Council area Cornwall became a unitary authority on 1 April 2009. It was formed from six former District / Borough councils which created six taxi zones within the new unitary authority, with boundaries that of the former authorities which remain effectively the Transport Act 1985 licensing authorities for each zone. For the purpose of licensing private hire, the zones were amalgamated and private hire vehicles and drivers are licensed for the entire Cornwall authority area. However, from a hackney carriage point of view all six zones remain with the main differentiation being different fares and in three cases a policy of limiting hackney carriage vehicle numbers under Section 16 of the Transport Act 1985. The plan below shows the licensing areas.

Key: 1 – (limited) 2- 3- Carrick (limited) 4 – Restormel (limited) 5- 6

Further comment regarding the separate areas is given below.

Cornwall is at the extreme South West of England. It stretches from Launceston to Lands End, with the A30 the main spine road through the authority. The A38 links Plymouth and much of Caradon to Cornwall at , whilst other routes link key towns and particularly the city of to the A30 spine route. In public transport terms, the rail route enters from Plymouth, servicing most key towns directly, but others using branch lines, such as those servicing St Ives, Newquay and Falmouth within the limited zones. , and St Austell are all on the main line. There are a significant number of bus services operating, many of which are subsidised by the council including some local town buses such as in Falmouth, which provide competition to the licensed vehicle services, although most cease operating relatively early in the evening.

7 Background Council policy Cornwall as a unitary authority has highway powers for all roads in the County apart from the A30/A38 trunk routes which are maintained by the Highways Agency. This was always the case even before the setting up of the unitary authority, although this did mean that the previous licensing authorities were not the highway authority and therefore did not have power over the rank provision in their areas. In the present situation, the licensing authority is also the highway authority albeit there being a statutory duty on the licensing section to list / appoint ranks whilst the highway section undertakes the physical application and maintenance of these.

The third Local Transport Plan – “Connecting Cornwall 2030” is a key building block of the Future Cornwall 2010-2030 and Local Development Framework Core Strategy. The first implementation plan runs from 2011 to 2015. In setting the context of transport, the main LTP3 document identifies there are two large bus companies, one with 200 vehicles and another with 100. Around 7 further independent companies have a total of 60 vehicles between them. There are a further 20 community buses and 250 buses only used for school travel. Despite this, there remains high use of the private car. However, two thirds of households either have no car or a single car. Further, there is evidence people are struggling to keep the cars available on the road. This puts a large number of people dependent on public transport.

Concerns about pollution mean the LTP records an encouragement for taxi operators to invest in low carbon emitting and low air pollutant vehicles but does not explain how this is supported in detail. The council will work with and encourage tourism providers to promote Cornwall as a car-free destination. Further, transport integration between modes will be improved including taxi interchanges at railway stations as relevant.

Policy 13, p46, states the aim to develop taxi share schemes with fixed fare routes to popular destinations (no further detail). This is further encouraged (p80) as part of creative solutions to get people around where it is not appropriate or possible to develop bus services.

Policy 26, p74, states the council will work within the Community Safety Partnership in supporting opportunities to introduce taxi marshal services in town centres to help people to get home safely. The aim is for a number of highly visible marshals at night and weekends to help people find taxis, keep taxis in orderly queues and report misbehaviour by any party.

Finally, the LTP states the council will “work with …taxi operators to provide training to drivers on passengers’ needs and safety” (Objective 16, p84).

8 There has been no specific further development of the above LTP matters we have been able to identify since the production of LTP3 (which was already in place with the previous study in 2011), although a Cornwall Council transport planning representative provided a response (see detail in Chapter 5.

Policy of restricting hackney carriage vehicle licences Cornwall Council has a power to restrict the number of hackney carriage vehicle licences it grants when it is satisfied there is no unmet demand for the services of hackney carriages which is deemed to be significant. This power has been in this format since the introduction of the 1985 Transport Act, Section 16 (before which the power to limit was unfettered).

At the present time, overall government taxi policy has just been the subject of review by the Law Commission (LC) (see Chapter 1, page 1 for more detail). The current status is the results of this review are unlikely to be applied before the next General Election in May 2015. Formal Government encouragement remains towards the minimisation of restrictions, including limit policies.

Cornwall last commissioned for an unmet demand survey to be completed in 2011 for the three limited zones following a decision in 2010 to retain the policy in all three zones. The results from these were that there was no significant unmet demand at that time and that the numbers for HCV’s should remain the same in all three zones. The latest set of surveys are undertaken with the Council in a position where it needs to establish the numerical limit at which it will set in terms of licences that are needed to satisfy any significant unmet demand in any of the three taxi zones. The main purpose of the survey is to identify whether there is, or is not, any significant unmet demand in each of the three zones. If any significant unmet demand is identified, the level of additional licences required to eliminate this needs to be identified.

This Report is undertaken within the context of these requirements. It also cross references with any previous data available (for at least 2011 and earlier if available).

Background statistics Information was obtained to demonstrate the current make-up of the licensed vehicle fleet in the Restormel zone, including current vehicle trends. The table below also shows the historic level of vehicle numbers in the Restormel area and in Cornwall in total. It should be noted that dual driver licences restrict the zone in which hackney carriages can be driven by them.

9 Restormel Hackney Private Total Driver numbers Operators carriage hire licensed Hcd Phd Dual Total vehicles vehicles vehicle (no. of (no. of fleet WAV) WAV) DfT does not suggest a date for limit introduction, but at least since 1994 1994 71 Unknown n/k 200 n/k n/k n/k n/k 1997 74 90 164 257 293 0 550 1999 74 115 189 302 402 0 704 48 2001 74 111 185 293 371 0 664 53 2004 73 (4) 140 213 205 133 61 399 52 2005 73 140 213 2007 73 (7) 140 213 128 254 126 508 50 2010 NPHA 74 (3) 156 (8) 230 Not collected (pop 104200) 2012 NPHA 74 159 233 Not collected 2014 (Council) 74 140 214 Note: DfT statistics used from 1994 to 2009, 2011 and 2013. National Private Hire Association survey for 2010 / 2012 Cornwall Council statistics for 2014

Cornwall total Hackney Private hire Total Driver numbers Operators carriage vehicles licensed Hcd Phd Dual Total vehicles (no. (no. of vehicle of WAV) WAV) fleet Cornwall county set up from 1 April 2009 , but retained six zones 1994 379 Unknown n/k 1128 n/k n/k n/k n/k 1997 409 (8) 271 680 1205 1079 2284 n/k 1999 460(12) 332 792 1274 1093 393 2760 174 2001 513 (16) 333 846 1292 1082 2374 151 2004 554 355 909 518 198 775 1491 161 2005 563 (42) 361 924 374 182 957 1513 163 2007 507 (85) 395 902 419 298 1055 1772 162 2009 543 (106) 359 902 309 167 892 1368 172 2010 597 467 1064 Not collected 2011 577 (83) 379 956 395 382 748 1525 183 2012 589 460 1049 Not collected 2013 732 (105) 433 1165 400 357 697 1454 204 2014 628 411 1039 Not collected (pop 549464) NPHA 2014 600 424 1024 509 488 845 1842 (Co, Brief)

10 The tables above show that Restormel hackney carriages were last increased between 1994 and 1997 by three – giving growth since 1994 of some 4%. Private hire numbers have grown 56% since 1997, although are currently 88% of the level they were in the 2012 statistics. Overall growth in the licensed vehicle fleet since 1997 is 30% (confined to private hire as there were no private hire statistics for 1994 when the last increase appears to have occurred on the hackney carriage side).

At the present time, Restormel has 14% of the Cornish hackney carriage fleet and 20% of the population. There are a third of Cornish private hires in the Restormel area. This suggests a dominance of private hire in this part of Cornwall. The hackney carriage proportion has fallen from 19% in 1994.

Comparative information to other authorities The Table below compares recent licensed vehicle numbers for the six zones of Cornwall and several other authorities for which comparison was undertaken in 2011.

The table is listed with the lowest provision of hackney carriages (hcv) per thousand of population at the top of the table.

Popn No of HCV No of PHV Total Total (2014 HCV per PHV per veh veh per Area 000) (% 1000 (% 1000 1000 WAV) popn WAV) popn popn Poole L 153 81 0.5 175 1.1 256 1.6 Exeter L 120 66 0.6 283 2.4 349 3.0 311 172 0.6 955 3.1 1,127 3.7 Restormel L 108 74 0.7 140 1.3 214 2.0 Penwith L 67 51 0.8 82 1.2 133 2.0 Carrick L 96 82 0.9 100 1.0 182 1.9 North Lincolnshire 171 201 1.2 233 1.4 434 2.6 Caradon 85 100 1.2 27 0.3 127 1.5 Kerrier 103 126 1.2 44 0.4 170 1.6 Torbay L 133 162 1.2 308 2.3 470 3.5 North Cornwall 87 115 1.3 35 0.4 150 1.7 Bournemouth L 190 249 1.3 293 1.5 542 2.8 Isle of Wight 141 188 1.3 46 0.3 234 1.6 Plymouth L 263 367 1.4 794 3.0 1,161 4.4 Average (six Cornwall) 91 91 1.0 71 0.8 162 1.8 Average (all above) 145 145 1.0 251 1.4 396 2.4 England average n/a(42) 1.1 n/a(3) 2.2 n/a 3.3 (excl London) Note: Population values are 2014 estimates from the 2012 Cornwall census in thousands. Hackney carriage vehicle (HCV) and private hire vehicle (PHV) numbers are from NPHA 2014 survey for outside Cornwall and from Cornwall Council for the Cornish zones WAV = wheelchair accessible vehicle L = limits retained on vehicle numbers, R=limit returned after period of no limit. D=Originally had limit but removed some while ago.

11 The table above shows that the three limited Cornwall zones have lower proportions of hackney carriages to population than their unlimited neighbours. Whilst in general the counter is true for private hires – with the limited zones having more private hire as might be expected – the correspondingly much less. This is clearly demonstrated by the overall licensed vehicle values being 1.5 to 1.7 in the unlimited zones whereas there are much higher levels of overall licensed vehicles (1.9 to 2.0) in the limited zones.

When compared to national and group averages, the limited zones do have apparently lower levels of hackney carriages than both the national and group averages. However, the levels of private hire and overall licensed vehicles in total are all well below group and national averages although as noted above, the three limited zones tend to be closer to group and national overall averages than those that have no limit on hackney carriage vehicle numbers.

Restormel has the lowest proportion of hackney carriages to population in all the Cornish zones and is the furthest away from the various averages. However, in terms of private hire proportions, Restormel has the highest provision in Cornwall zones, well above the Cornish average and almost the same as the group average. Restormel is also the closest overall to the national average for overall licensed vehicles.

Vehicle Accessibility When last recorded separately, Restormel had just 3% of its fleet wheel chair accessible. This is very low and well below English and potential Equality Act requirements.

Driver ratios With dual drivers applying in this area since Cornwall became a unitary, and having been introduced from at least 1997, it is hard to know the exact level of drivers by vehicle type. In 2007 there were 508 drivers for 213 vehicles suggesting a high ratio of 2.4 which would mean there is almost certainly a good level of double shifting of vehicles.

Fleet ownership structure There did not appear to be any particularly dominant companies either in the hackney carriage or private hire market in the Restormel area, apart from the company providing the principal service at Newquay station. Most hackney carriages appeared to be independent and there did not appear to be many mixed fleets – although we were made aware of some in St Austell. Further, during our study tour of the area we became aware of at least one hackney carriage whose owner had found their niche market and therefore rarely serviced any ranks – we believe there may be a number of others like this in the Restormel area given the low number of vehicles observed overall apart from at the main Newquay rank at night.

12 Fares The table below summarises Cornwall Council hackney carriage fares, as last set at the date shown, for each of the limited number zones. The quoted tariff 1, 2-mile fare and the other area values are from the September 2014 NPHA printed table.

Restormel Item Tariff 1 Tariff 2 Tariff 3 Date tariff set: 21 April 2014 7am to 11pm to 7 am 11pm on 11 pm all bank Christmas Eve holidays to 7 am on Public holidays Boxing Day and every and 11pm Sunday New Years Eve to 7 am on 2 nd January If the distance does £3-00 £4-50 £5-60 not exceed ½ mile for the whole distance If the distance £3-00 £4-50 £5-60 exceeds ½ mile for the first ½ mile

For each subsequent £0-23 £0-30 £0-40

1/10 mile or uncompleted part thereof Waiting time for each £0-60 £0-85 £1-00 period of 2 minutes or uncompleted part thereof Extra charges: For each person in excess of one £0-40 For each item of luggage conveyed in the carriage £0-40 For each fouling of the interior of the vehicle £65 For each fouling of the exterior of the vehicle £25 This approved table indicates the maximum charges which can be made.

PHTM calculations for a 2 mile journey T1 (May 2014):

Av tariff 1 2 mile fare £6-45 Place 32

National £5-62 South West £6-15 Cornwall £6-62 av Group average £6-26

Restormel currently lies 32 nd in the national fares table where the highest fare at £7-60 is 1 st and the lowest fare 365 th . None others have the same fare level. The present fare is 3% above the compared group average, 5% above the South West

13 average, 15% above the national average but 97% of the Cornwall overall average. Fares are therefore generally high although low for Cornwall.

14 15 3. Results from rank surveys The Table below shows the result of our review of the ranks available in the Restormel limited zone licensing area. Since the 2011 survey, one new part time rank has been added in the Restormel zone, in Gover Lane, Newquay. Another Newquay rank, not mentioned in 2011 in any event, has been deleted with closure of the related premises. Observations at the two private station ranks in Restormel (Newquay and St Austell) have also been added to the proposed surveys.

During our research we did not find evidence of any other ranks within the Council area and understand our rank coverage is therefore comprehensive as required by the BPG. There are private ranks at Newquay and St Austell stations, both of which require supplementary permits from First Great Western via their agent, Cabfind. Provision of taxi services at the Cornwall council-owned Newquay airport is via a private hire agreement and we understand there is no general hackney carriage rank at that location.

Restormel Rank / operating hours Spaces Comments (approx) Newquay Fore Street 4 24 hour part of mainly night rank Fore Street 21:30 to 06:00 10 Additional spaces to above Gover Lane 21:30 to 06:00 6 Recently added feeder for above rank Manor Road, Bus Station 4 Little used but abused by parked vehicles Trebarwith Crescent 4 Current day rank Trebarwith Crescent 7 Feeder for above Cliff Road 4 Outside Towan Blystra Wetherspoons – good location but regularly parked on long term Cliff Road n/a Former rank deleted due to closure and redevelopment of site providing demand Railway Station 3 Private rank requiring permit from First Great Western / Cabfind St Austell High Cross Street (north side) 5 Mainly serves night demand, both High Cross Street (north side) 3 abused by parking part time 21:30 to 06:00 Duke Street 4 Main daytime rank, also suffers parking abuse Railway station 5 Private rank needing supplementary permit from First Great Western / Cabfind

16 Surveys were proposed during the tender stage of the project (as informed by the previous survey), and were modified after the inception meeting / site visits to take account of current expectation of times of use of ranks and informal rank locations, and the impact of the road works in Truro. Rank hours are 171 hours (was 134 in 2011) (increase due to adding observations at both private station locations to ensure robustness, and ensuring little used locations are observed, unless there is clear and unconvertible evidence of their lack of use, such as removal of markings or evidence from nearby potential users).

The Table below shows the actual hours proposed to be observed, using video methods with the recordings observed by trained staff, and analysed to provide details of the usage and waiting times for both passengers and vehicles. Passenger waiting time was kept to that which was true unmet demand, ie when passengers were waiting but no hackney carriage vehicle was there.

Further comparison is provided later in regard to how the 2014 hours compare to those undertaken in 2011 together with discussion of how demand has developed since that time. The sample observations were undertaken between 5 and 8 June 2014, with some manual corroboration at other times as noted below.

Restormel

Total Day / date (all Location Time observed hours 2014) observed Newquay Friday 22:00 to 05:00 7 Fore Street Saturday 05:00 to 14:00 9 Trebarwith Thursday 16:00 to 05:00 13 Crescent Friday 05:00 to 20:00 15 Thursday 16:00 to 05:00 13 Cliff Road Friday 05:00 to 05:00 24 Saturday 05:00 to 14:00 9 Manor Road Thursday 15:00 to 09:00 18 Station (private) Saturday 08:00 to 22:00 14 St Austell High Cross Thursday 14:00 to 07:00 17 Street Duke Street Thursday 19:00 to 07:00 17 Station (private) Thursday 14:00 to 05:00 15

TOTAL HOURS 171

17 Full details of the observed volume of passenger and vehicle traffic will be included in Appendix 1 . Our observations took account of feeder ranks where necessary to ensure true estimation of the hackney carriage waiting times at ranks for passengers (principally to ensure observations at Newquay Fore St included any waiting at Grover Lane). The Table below summarises the time periods observed at each locations as well as providing overall operational statistics for each location during each period of observation. A detailed description of the observations follows below.

Rank Period (2014) empty vehicle observed observed departures departures Empty vehicle Empty vehicle to arrive to vehicle Total passengers Total having to wait to for having No.ofpassengers Total loaded vehicle loaded Total % of vehicles leaving %ofvehicles Passengersper loaded Newquay Friday 6 th June 391 178 2.2 32 15 2 22:00 to 05:00 Fore St Saturday 7 th June 9 3 3 1 25 0 05:00 to 14:00 Thursday 5 th June 13 10 1.3 18 64 1 Trebarwith 16:00 to 05:00 Crescent Friday 6 th June 18 13 1.4 28 68 0 05:00 to 20:00 Thursday 5 th June 22 10 2.2 12 55 14 16:00 to 05:00 Friday 6 th June Cliff Road 38 19 2 29 60 2 05:00 to 05:00 Saturday 7 th June 0 0 0 6 100 0 05:00 to 14:00 Thursday 5 th June Manor Rd 12 5 2.4 1 17 8 14:00 to 07:00 Station Saturday 7 th June 35 21 1.7 26 55 4 (private) 08:00 to 22:00 St Austell High Cross Thursday 5 th June 0 0 0 0 0 0 St 14:00 to 07:00 Thursday 5 th June Duke St 13 10 1.3 12 55 5 14:00 to 07:00 Station Thursday 5 th June 33 24 1.4 13 35 4 (private) 14:00 to 05:00

Overall comments on ranks No persons were observed during the course of the survey accessing hackney carriages at any rank in a wheel chair. Overall, the ranks in Restormel were very quiet and patronage except at specific times is very low, although occupancies (as shown above) appear high when used. 18 Results rank by rank Newquay Fore St This pair of ranks is located along Fore Street and comprises an all-day section of four spaces, added to by a further section of road for 10 vehicles ahead of the main rank. This is further supplemented by an additional feeder in Gover Lane. Both feeders are formally in use from 21:30 until 06:00. The Gover Lane feeder requires vehicles to approach the rear of the main rank, turn right and pass round a loop to reach Gover Lane. It is then necessary for one vehicle to sit ahead of this rank so it can be seen when there is capacity on the main rank. This set of ranks were observed from 22:00 on Friday 6 th June through to 14:00 on the Saturday.

During the course of the Friday evening (and until 05:00 on the Saturday) the rank saw some 391 passengers leave in 178 vehicles. This provides a high occupancy rate of 2.2 passengers per vehicle. During this period, 32 vehicles left empty (15% of all vehicles arriving). Two passengers were observed waiting for a vehicle to arrive, but for no more than two minutes and the average waiting time even when shared with passengers only in this period was just two seconds – reducing to negligible when shared out over all passengers.

Peak use of the rank was some 119 passengers in the 01:00 hour. This was the only hour with over 69 passengers and the area became quiet at 05:00.

Early in the evening vehicle waiting times were on average 12 to 23 minutes with an early vehicle waiting 46 minutes for a fare. In the busiest hour the average wait was still eight minutes, rising again in the quieter following hour and reducing in the last two hours of operation, at which time empty departures also reduced.

Daytime flows were minimal – with just nine passengers observed from 05:00 through to 14:00 – and most of these were in the 13:00 hour. It is possible that some of these departures could have been booked journeys as there is little evidence of vehicles waiting at this rank for passengers other than when passengers arrived – although there was no evidence either that people waited for vehicles.

Overall service at this rank is good

Trebarwith Crescent This rank comprises a main section and larger feeder more in the centre of Newquay daytime activity. It is near the former bus station now being rebuilt and redeveloped into commercial use.

Thursday observations The location was observed from late afternoon on the Thursday and through the full extent of Friday until early evening, when this part of Newquay becomes quiet. During the course of the Thursday just 13 passengers left in 10 vehicles, a moderate occupancy of 1.3 per vehicle. 19 During this period passenger numbers ranged from two to six, with the highest flow at 20:00. There were no passengers or vehicles in the midnight or 01:00 hour but a passenger then arrived and waited four minutes for a vehicle in the 02:00 hour. This wait shared between all passengers during the day reduces to an average of just 18 seconds.

Vehicles tend to wait between 11 and 42 minutes although one waited 75 minutes in the 20:00 hour.

Friday observations The rank was also observed from the close of the Thursday observations through to 19:00 on the Friday evening. During that period 18 passengers left in 13 vehicles – a slightly higher but still moderate occupancy of 1.4. 28, or 68% of vehicles, left the location empty. No passenger ever arrived when there were no hackney carriages available for immediate hire.

During daytime hours flows of passengers were between one and seven – very similar to those observed in the early evening hours on the Thursday. There was one passenger in the 09:00 hour. Vehicle waits varied from three to 50 minutes, with the longest average wait in the 14:00 hour. In this period one vehicle waited 80 minutes.

Summary This rank tends to be used much of the time, although passenger demand is very low and there are many more vehicles than passengers. Overall service to this location is good .

Cliff Road This rank is located near several pubs / restaurants although also on a busy main road which can make access to the rank hard if you are on the opposite side of this road. Parking is available either side of the rank which makes it very vulnerable to parking abuse (see below). Passengers load from the passenger side of the vehicle and any driver side loading would be very dangerous given the busy nature of the road. It operates at all hours.

The rank was observed from 16:00 on Thursday 5 th June through to 14:00 on Saturday 7 th June.

Thursday observations On the Thursday some 22 passengers were observed leaving in 10 vehicles – a high occupancy of 2.2. 12 or 55% of vehicles departed without passengers. 14 people arrived and had to wait for a hackney carriage to come to the rank – highly likely from the large volumes of passing vehicles on the main road.

The passenger waits occurred at 20:00 and 22:00 but the longest wait experienced was four minutes. When averaged over the full day, the average wait was just under 1.5 minutes – mainly because of the generally lower patronage here. Passengers only used the rank at 20:00 and from 22:00 to midnight – with a peak of 14 persons in the 22:00 hour (which led to the waiting by 12 people). 20 On the contrary, vehicles did wait at the rank in most hours although most then moved on after relatively short waits – the longest recorded wait at the rank by a vehicle was 30 minutes.

Friday observations On the Friday (full day) 38 people used 19 vehicles to leave the rank – again a high occupancy level of 2.0. A slightly higher 60% of all vehicles arriving left without passengers. Two people arrived when there were no vehicles there in the midnight hour – but only had to wait a minute before being collected. After 02:00 the rank saw no vehicles or passengers.

The rank was used by passengers at 13:00, 18:00 and then in every hour from 22:00 to 01:00. Volumes ranged from two to 13 (with both last hours having 13 passengers). Vehicles serviced the rank in almost all hours although average waits were low as many tended to move on after short waits – the longest a vehicle was observed to wait was 16 minutes.

Saturday observations Although vehicles occasionally waited (in four of the six hours observed), no passengers used this rank during daylight hours on the Saturday before our observations ended. Vehicles waited between two and 40 minutes before leaving.

Summary Service to this rank is good.

Manor Road This rank is located on the road passing through the bus station. Although there is some access restriction to and from this location for other vehicles than buses / hackney carriages it can be the subject of parking abuse (see below). On our rank tour the trade representative suggested this rank was little used by passengers or vehicles. The rank was observed from 14:00 on Thursday 7 th June through to 07:00 the next morning.

During this period some hackney carriages waited in each hour from 16:00 to 19:00 although their average wait was low (one to six minutes). In total 12 passengers used this rank and left in five vehicles – a very high occupancy of 2.4 persons per vehicle. 17% of vehicles left empty – a low proportion particularly given the very low demand here.

Of these passengers, eight had to wait for vehicles to arrive – with all waits being between seven and eight minutes (this is very typically the time people tend to wait having made a booking for a licensed vehicle). The seven minute wait at 17:00 was for a group of two persons, whilst the eight minute waits at midnight were for two groups of three, both having arrived together. Even when shared over all passengers (a low total), the average wait was over five minutes.

21 It is possible that these groups of passengers made bookings and were collected by hackney carriages who they had phoned, particularly late at night as no hackney carriages had been seen at this location after 20:00 so people would not expect to obtain a vehicle here. Careful observation of the passenger behaviour also tends to confirm this as they appeared content to wait.

We would conclude that the main use of this rank by passengers appears to be to meet with pre-booked vehicles, albeit hackney carriage, although this is clearly a matter that needs to be clarified between potential passengers and the trade to avoid false expectation. This is backed up by the only person saying they had given up waiting for a hackney carriage in Newquay being someone who had given up waiting at the railway station. No other stakeholder suggested any issue with the Bus Station rank.

Station (private) This rank is located within the car park of Newquay station. There are other facilities nearby including a recent Travelodge, although this may mean quite a few passengers are happy to walk to their destinations from the station (although many more hotels are distant). A supplementary permit is required to service this location which on our site visit was suggested was mainly held by hackney carriages allied to one company, although some independents also had a permit. The number of permits is thought to be around 12 – perhaps a fifth of the number of hackney carriages that regularly service Newquay. The rank was observed from 08:00 to 20:00 on Saturday 7 th June.

This was to capture what we expected to be the busiest day for rail services. On Mondays to Fridays there are eight arrivals per day, between 10:09 and 21:20, one of which is from London. On Summer Saturdays this is modified to give seven trains of which two are through from London and two through from destinations from Bristol and the North. On Saturdays the first arrival is 08:18 and the last 21:11 (but only a connection from Par). The last long distance arrival on Saturdays is 18:38. The observations suggest the rank is also used by people not arriving on trains.

During our observations 35 passengers left in 21 vehicles, with an average loading of 1.7 passengers per vehicle. 55% of vehicles left empty (presumably once trains had emptied), but four passengers did have to wait for a vehicle to arrive. The group waited four minutes at a time when no train had recently arrived. When averaged over all passengers, the expected waiting time is just 22 seconds.

Passengers used the rank in every hour from 10:00 to 18:00 apart from 14:00 – with numbers ranging from one to 13. Two of the busiest hours tied up with train arrivals but there were clearly people using the rank without having arrived by train – and at least two trains did not provide any passengers for the waiting vehicles (the local 10:47 and the northern long distance 14:31).

22 Vehicles tended to wait between four and 24 minutes although the longest wait observed was 49 minutes in the earliest hour.

Overall, the service provided is good.

St Austell High Cross Street This rank is located near the Post Office and has two sections, the shorter part only being active from 21:30 onwards. On the rank tour we were advised this rank mainly services the nearby club when it operates, although it is near a large number of shops. It is also open to parking abuse (see below). We were also advised that some vehicles pick up closer to the club further up High Cross Street or within the club car park.

We observed this rank on Thursday 5 th June from 14:00 to 07:00 the next morning. During this period it was not used by hackney carriages or passengers at all and this suggests that the club nearby was not operating that night but it did not appear it was used in the daytime at all at the current time.

Review of the 2011 statistics suggested the rank was used during the daytime on the Friday and Sunday of observations as well as on the Saturday evening – but not at all during the Saturday – observations that seem internally inconsistent although the Friday might have been affected by being at or near the late May bank holiday. Our current observations suggest its only use now is when the club is open.

Duke Street This rank is located near to several shops and operates on a reverse-in or out formation, allowing up to four vehicles to wait. It also suffers parking abuse as there is little other parking near to these shops. It was observed on Thursday 5 th June from 14:00 until 07:00 on the Friday morning.

During the observations, 13 passengers left the rank in 10 vehicles, a moderate occupancy of 1.3 passengers per vehicle. Some 55% of vehicles left the location empty, and four passengers did have to wait for a vehicle to arrive (at 14:00 and 15:00 with the longest wait being just two minutes). When the waits are averaged over all passengers, the expected waiting time here is 32 seconds.

Passenger flows are low and focussed on just three hours – ranging from one to eight and only occurring at 14:00, 15:00 and 17:00 although vehicles were there in every hour up to 18:00.

Vehicles tended to wait four to 16 minutes, with the longest recorded wait being 21 minutes.

Overall, service to this rank is good

23 Station (private) The station rank at St Austell is within the main car park on the ‘down’ side of the station. It is subject to a supplementary permit which our site visit suggested was purchased by around 15 vehicles. Adequate feeder rank space is available around the rank although there never seemed to be an issue about the volume of vehicles wishing to wait here.

The rank was observed on Thursday 5 th June from 14:00 through to 05:00 the next morning. During this period, 33 passengers left in 24 vehicles, a moderate occupancy of 1.3 vehicles. 35% of vehicles left without passengers and four people had to wait for a hackney carriage to arrive (one person for a minute in the 15:00 hour and a group of 2 and another single passenger in the 18:00 hour, the group having to wait six minutes and the other person nine minutes). When averaged over all passengers the expected queue time was 40 seconds.

During daytime hours the passenger levels varied from four to seven – not high. Later hours saw just one passenger at 20:00 and one at 21:00, with none after 22:00 at all despite there being several train arrivals (22:18 and 23:46). Vehicles tended to wait six to 20 minutes although the longest wait was 59 minutes during our observations.

Overall service to this location is good

Abuse of ranks Our observations also noted abuse of ranks by parked private vehicles, delivery vehicles and private hire. Full details by site are included in Appendix 1.

All ranks apart from St Austell station saw private vehicles wait on them for some part of their operating period. During our observations Cliff Road saw a total of 124 vehicles parking between two minutes and three hours on the rank. Given there are only four spaces here, this is a significant encroachment on the provision. Trebarwith Crescent saw five vehicles waiting between three and 15 minutes as well as some vehicles stop for loading / unloading purposes.

High Cross Street in St Austell saw some 55 encroachments (during which period of observations (see table on page 16 above for hours observed) we saw no hackney carriages servicing the rank), one of which was a vehicle parked for some eight hours overnight. Duke Street saw 12 encroachments whilst we observed it.

Whilst licensing cannot take direct action about this, Cornwall council parking enforcement needs to take action to ensure ranks that see service are able to be fully served and are not abused by other vehicles.

24 Comparison of overall supply and demand The Table below provides a slightly different summary of supply and demand, comparing average vehicle arrivals per hour with average loaded departures per hour, ie seeing how supply and demand match on average.

Rank Period operated Average loaded Average vehicle service provided arrivals per hourarrivals Noof rank hours Overall judgment of Overalljudgment departuresper hour Newquay Friday 6 th June 7 30 25 22:00 to 05:00 Fore St Good Saturday 7 th June 2 2 2 05:00 to 14:00 Thursday 5 th June 10 3 1 Trebarwith 16:00 to 05:00 Good Crescent Friday 6 th June 11 4 1 05:00 to 20:00 Thursday 5 th June 4 6 3 16:00 to 05:00 Friday 6 th June Cliff Road 6 8 3 Good 05:00 to 05:00 Saturday 7 th June 0 0 0 05:00 to 14:00 Thursday 5 th June Manor Rd 4 2 1 Bookings? 14:00 to 07:00 Station Saturday 7 th June 8 6 3 Good (private) 08:00 to 22:00 St Austell High Cross Thursday 5 th June 0 0 0 Unused St 14:00 to 07:00 Thursday 5 th June Duke St 3 7 3 Good 14:00 to 07:00 Station Thursday 5 th June 8 5 3 Good (private) 14:00 to 05:00

The table above shows that apart from Fore Street, Newquay, there is very little demand for hackney carriages across the Restormel area. In all locations there is an excess of vehicles to passenger departures. Average loaded departures per hour other than at Fore Street are one to three per hour – most of which could probably be served by no more than two vehicles per location. Even Fore Street is only active from 23:00 onwards on a few nights per week.

25 Despite low demand, service to ranks across the board is good – apart from at Manor Road where the usage appears to be principally by booked larger groups only.

Comparison of total demand with previous survey The table below calculates a typical week from the observations undertaken in 2014 compared to information from the previous surveys. Ranks or pick-up locations are listed in descending order of passenger usage in 2014.

Rank 2014 2011 survey survey perweek, perweek, Passengers Passengers Fore St, Newquay 1362 (52%) 2436 (61%) St Austell Station - private 322 (13%) Not surveyed Newquay Station - private 273 (11%) Not surveyed Cliff Road, Newquay 223 (9%) 100 (2%) Trebarwith Crescent, 149 (6%) 486 (12%) Newquay Manor Road, Newquay 144 (6%) Not surveyed Duke St, St Austell 78 (3%) 466 (12%) High Cross St, St Austell 0 (0%) 531 (13%) Total 2,551 4,019 Growth from previous -37% n/a Note – Total includes all observations at relevant points as available, both sets factored to full week from detail available.

In our survey we have added observations at the two private station locations. Activity at High Cross Street only appears now to service the night club (which was clearly not operating on the night of our survey, although other review queries the 2011 observations), and both the other shopping locations have fallen in usage (Duke Street St Austell and Trebarwith Crescent Newquay). Cliff Road has seen an increase in usage. Three other locations were observed and had moderate passenger flows (both stations and Manor Road), but despite this the overall picture for Restormel is a significant drop in demand for hackney carriages at ranks. Had we captured High Cross Street in operation at the same level as in 2011 the drop would remain around 25% - and would be much worse had the three unobserved ranks been included in 2011 (a drop of 60%). Even Fore St has seen reduced demand although remains almost as dominant as in 2011.

26 27

4. Public Consultation results A sixteen question survey was undertaken with 191 persons in the Restormel Council area (250 were obtained in 2011). Surveys were undertaken within the main central areas of Newquay (91) and St Austell (100). The Table below summarises the overall responses.

% Question Response Av New St A Have you used a taxi in the last three months in the Yes 35 41 30 Restormel area? Almost daily 1 1 2 Once a week 6 3 10 A few times a month 7 7 7 How often do you use a taxi Once a month 12 14 8 within this area? Less than once a month 74 75 73 Trips per person per month 0.8 0.9 0.8 % responding 71 84 59 At a taxi rank 26 31 19 Hail in the street 2 4 0 How do you normally get a Telephone a taxi company 52 31 75 taxi within this area? Use a Freephone 5 10 0 (percentage as a total of Use my mobile or smart 8 14 2 those who responded) phone Other 7 10 4 % responding 51 56 47 If you book a taxi by phone, please tell us the three Please see detail in text companies you phone most Almost daily 0 0 0 Once a week 1 0 2 A few times a month 3 5 1 Once a month 1 1 0 Less than once a month 14 11 16 How often do you use a Trips per person per month 0.2 0.1 0.2 hackney carriage within the I can’t remember when I last Restormel area? (% of those 81 83 81 used a hackney carriage giving a response) I can’t remember seeing a 0 0 0 hackney carriage in Restormel

No response at all (% of all) 8 11 5

Please tell me the ranks you are aware of in Restormel Please see response in text and for each if you use them

28 Is there any location in Restormel where you would like to see a rank, and if it Please see response in text was there and vehicles were available, would you use it? Av New St A Total problems cited 9 2 7 Have you had any problem By no of people= 9 2 7 with the local hackney Design of vehicle 0 0 0 carriage service? (indicate as Driver issues 0 0 0 many as apply) Position of ranks 0 0 0 Delay in getting a taxi 22 100 0 Cleanliness 0 0 0 Other – none 78 0 100 People responding 25 9 16 No of responses 26 10 16 Nothing 4 0 6 Better vehicles 0 0 0 More hackney carriages I 0 0 0 What would encourage you could phone for to use hackney carriages or Better drivers 0 0 0 More hackney carriages I use them more often 4 11 0 could hail or get at a rank Better located ranks (please 0 0 0 state where) Cheaper fares 92 89 94 Other 0 0 0 % who responded 99 100 99 No 96 94 99

Yes - I need a wheelchair 0 0 0 accessible vehicle Yes – someone I know needs a wheelchair accessible 3 5 1 vehicle Do you consider you, or Yes– I need an adapted anyone you know, to have a vehicle but not a wheel chair 1 1 0 disability that means you accessible need an adapted vehicle? Yes – someone I knows needs an adapted vehicle but not 0 0 0 wheel chair accessible

Other 0 0 0

29 Question Response Av New St A

If you arrived at a rank and First available 100 100 100 there were saloon and wheel Saloon 0 0 0 chair accessible vehicles there, which vehicle would Wheel chair accessible 0 0 0 you choose? If you chose a vehicle type in the question above, why did Please see discussion in text you chose that specific vehicle type? Yes 8 6 13 Do you think there are Don’t Know 92 94 87 enough wheel chair Not enough at ranks 0 0 0 accessible or other adapted Not enough to phone for 0 0 0 vehicles available in Not enough for other 0 0 0 Restormel? disabilities % responding 66 96 40 Have you ever given up waiting for a hackney No 99 99 100 carriage at a rank in Restormel? Do you have regular access Yes 60 74 47 to a car? Do you live in this area? Yes 75 62 87 Gender (value in bracket 51 from census, 2011 est of Male 63 39 (48) 2014) 28 Under 30 (15-29) 32 24 (19) Age (value in brackets from 45 31-55 (30-54) 52 40 census, 2011 est of 2014) (37) 27 Over 55 16 36 (44)

On average, of those interviewed in the streets of Restormel 35% had used a licensed vehicle in the last three months – with marginally higher response in Newquay (41%) and less in St Austell (30%). This is not high overall licensed vehicle usage, but higher than the 31% in 2011.

People told us how often they used a licensed vehicle - with between 84 and 59% responding (the latter for St Austell). Nearly three quarters in both areas said their frequency was less than once a month. When estimated to trips per person per month this works out at just 0.8-0.9 trips per person per month – low. When narrowed down to usage of hackney carriages (see further below) the number of trips falls 0.1 to 0.2, consistent with the rank observations.

30 Around half of people told us how they obtained licensed vehicles. For St Austell just 19% said they used ranks, and none hailed. The percentage rose to 31% in Newquay with 4% saying they hailed vehicles. For St Austell 81% made bookings in some way with the value for Newquay slightly lower at 65% for all booking types. Interestingly Freephone and mobile / smart phones fared well in Newquay but were almost unused in St Austell.

We investigated further the companies that people said they contacted. 16 people gave 19 mentions in Newquay (three people named two companies). Just four companies were mentioned – with the biggest company taking 63% of all mentions. Three others took 11% each with the remaining amount to a company not named. This suggests moderate competition but also some dominance in the private hire market in Newquay. For St Austell, 26 people gave 31 responses with one person giving three companies. Nine different companies were named plus one ‘unknown’. The largest number of mentions – 48% went to one company followed by another with 16%, another with 10%, one with 6% and each of the others with 3%. This suggests more competition in St Austell, although again one more dominant company (but not quite so dominant as for Newquay).

81% of people (with 83% in Newquay) said they could not remember when they last used a hackney carriage – although all could remember seeing them. Most responded to this question, but the results suggested very low usage of hackney carriage vehicles (see above).

People were asked which ranks they knew about and which they used. In Newquay 38 (38% of our sample) people gave 46 answers (eight gave two locations). The largest location mentioned was the station (67% of replies). 15% said ‘town centre’ and 7% said ‘bus station’ (but none used it). Just one person named Fore Street. This suggests relatively poor knowledge of ranks that service the public – and may suggest why Trebarwith rank is so little used – it may no longer be where people tend to go (though people did perhaps call this ‘town centre’.). Two people mentioned St Austell station.

For St Austell, a similar 37 people (41% of sample) gave 41 answers, with just four people naming two locations. Just three locations were named – Duke Street with 51% of responses (32% used), the station with 44% of responses (equally shared between use, don’t use and no response on use). Just 5% said ‘town centre’ but said they did not use this rank. This seems to confirm that people use Duke Street but are not really aware of the rank in High Cross Street. This shows overall good knowledge of the active ranks.

People were asked about new rank locations. In both places 3 people gave answers (3% of the respondents). The three Newquay locations were at the ‘top of town’ ‘by top car park’ ‘by Marina Hotel’. In St Austell one response said they were satisfied with Duke Street whilst the other two asked for ranks near to Iceland. None are significant. 31 Just nine people (5%) had issues with the present hackney carriage service – with two in Newquay (who had issues with delay in getting hackney carriages) (one said they had never given up waiting, but the other was the only person in Restormel to say they had given up waiting, and this was at the station the private rank) and 7 in St Austell who all in fact took time to say they had no issue. This is effectively suggesting there are no real issues.

As is usual, more gave reasons they would make more use of hackney carriages. 25 people gave 26 responses. On average 4% (all in St Austell) said nothing would encourage them to use them or use them more. 4% said more at a rank. The remaining 92% said they would need to be cheaper – the most usual response.

Nearly everyone responded to the question about if they, or anyone they knew, needed adapted vehicles. 94 to 99% did not. In St Austell just 1% said they knew someone who needed a wheel chair accessible vehicle. In Newquay, 5% said they knew someone needing a wheel chair vehicle with 1% needing some other form of adaptation (personally).

When a similar question was asked if people considered there were enough wheel chair or adapted vehicles, less responded, but only 8% on average said ‘yes’. The bulk of people said they did not know – with no-one clearly saying there was any specific need.

People were asked what they would do if there was a choice of vehicles at ranks and all said they would take the first vehicle available.

Car access was high in Newquay (74%) but lower in St Austell (47%). On average we obtained about the right proportion of men, although the sample was biased towards men in Newquay and to women in St Austell.

In terms of age, the over-55’s were generally under-represented although proportions in St Austell were much closer to the Cornwall average (though there were no details readily available for Restormel, St Austell or Newquay separately).

32

5. Stakeholder Consultation The following key stakeholders were contacted in line with the DfT Best Practice Guidance 2010:

• Supermarkets • Hotels • Hospitals • Pubwatch / night clubs • Disability representatives • Disability Cornwall • Police • Rail operators • Other council contacts • Relevant parish, town and city councils • Any other organisations who took time to respond in 2011

Specific comments have been aggregated below to provide an overall appreciation of the current situation, although in some cases comments are specific to the needs of a particular stakeholder. It should be noted that the comments contained in this Chapter are the views of those consulted, and not that of the authors of this Report. Appendix 2 provides further details of those consulted. In all cases, our consultation is not statutory and there is no compulsion on any stakeholder to make any response, although we will make every effort to give stakeholders opportunity to respond, even if encouraging them to say they have no comment.

The licensed vehicle trade consultation is the subject of the following chapter.

All key stakeholder consultation was undertaken between the middle of May 2014 and the end of August 2014. Opportunity was given for response in writing, by phone, or face to face.

For most key stakeholders, the following key questions were asked: - What are your operating days and hours? - Can your customers / clients get taxis home ok? - Do you arrange for any form of dedicated taxi service? - Is there a nearby rank used by customers? - Are there any positive or negative comments you have received regarding private hire or hackney carriage services for your customers / clients? - More specific questions were asked of police and disability stakeholders, as well as to hospitals and parish / town councils

33 Most consultation was undertaken either by email exchange or telephone conversation, or by letter if necessary. Opportunities for face to face discussion were also offered where this would add to the information received, where the discussion would be more free-format – although in the end no key stakeholders took advantage of this offer.

Supermarkets Three supermarkets were contacted in St Austell. Of these one had a Freephone direct to one company. One had no Freephone but said customers used the payphone to call companies if needed. Another proved impossible to contact (the phone kept ringing out). None found any issue with provision of vehicles when they were needed nor had received any complaints about the service provided.

Of the three supermarkets contacted in Newquay, one said customers either used a Freephone to one company, asked for a company to be phoned from reception or used their own mobiles. Another had a Freephone or said people called their own favourite companies. The third proved impossible to contact. Vehicles were always available and there were no issues or problems reported.

An attempt was made to contact several smaller shops near the High Cross Street and Duke Street ranks to identify if their customers made use of them. Two of the four phone numbers were no longer valid. The remaining two confirmed they had seen the Duke Street rank used by vehicles and passengers but not to a great extent due to the relatively quiet nature of the town most of the year.

Hotels Three hotels were contacted in St Austell. All said they would phone for taxis for customers if they needed them. Apart from one location that said it was harder to get vehicles at school times, all said taxis were generally available when their customers needed them. There had been no complaints or issues reported.

Three hotels were contacted in Newquay. Two would phone from reception and both said taxis there were ‘very available’. One was opposite two taxi offices. Another said customers used them occasionally and they would phone one company or use a second if the first didn’t have a vehicle available when needed. There were no issues or shortages of vehicles.

Restaurants / Night venues For St Austell, we spoke to two restaurants. One had cards it would pass to customers to phone, another would call companies if requested (although they only had 2-3 a week). One restaurant said there were some times it was harder to get vehicles particularly at weekends.

34 Of the three Newquay restaurants contacted, one rang for customers and said the only time there were shortages were during major events. Another said it made use of cards brought in by companies. The other used one company exclusively – which had an office nearby. All were able to obtain taxis for customers when they needed them.

Hospitals An attempt was made to contact the local hospitals but no response was received during the time available despite a number of reminders being issued.

Police Relevant representatives from Cornwall police were contacted but in the time available none responded despite a number of reminders.

Disability representatives Disability Cornwall was contacted. Attempts were made to negotiate a level of consultation with them and their members either without charge or at a moderate cost, or by our providing them a copy of our public survey for return. This also meant we were unable to speak directly to any persons who were related to Disability Cornwall. Regretfully they provided the following statement:

“Disability Cornwall & regularly receives requests and / or documents, which asks our organisation to consult, or state we have been consulted, about a particular service or issue. We are a small organisation providing a considerable number of 'frontline' services to and for disabled people and carers, and lack the capacity to consider all of the consultation requests we receive with the level of detail requested or that we would like to provide. Therefore, we have developed an extensive range of consultation / service user engagement services to help us meet the demand where possible. These services include online surveys, focus groups and consumer audits and have often been used by organisations such as Cornwall Council in the past.

Unless service providers are able to allow the budget to cover the reasonable expense of constructive and proper consultation with our organisation, then we are unfortunately unable to have our name added to any official document or report.

Consultation with a user led organisation such as ours means the opinions and experiences of more than just one Director or staff member. We require a number of individual disabled people to be consulted on any one issue to truly represent as many impairment groups as possible, which are broadly, learning difficulties, sensory loss, physical impairment & mental health issues. This way it provides a far more accurate picture of the experience of disabled people to the issue in question.”

The Chair provided the following statement for the purposes of this study: 35 “Many thanks for your contact with our organisation in regard to issues affecting disabled people in Cornwall when attempting to use taxi services. I was however somewhat disappointed that you are unable to avail yourself of the services of our organisation, which would have provided a unique and informed perspective of the issues our members face. I appreciate you do not have the budget, which Vaughan has explained to me, and trust you can equally appreciate that charities such as ours, are unable to take part in detailed consultative exercises unless we are financially enabled to do so. However, a rough outline of some of the issues reported to us (Disability Cornwall) are:

• Taxi's licenced to carry disabled people, but don't • Tie downs for wheelchair safety not being used • Disabled people charged more than non-disabled people for particular journeys • Ramps not used • Late pick up and drop off • Lack of disability awareness

These are only very rough guides to the complaints and issues we have received and heard about over the last several years. However, if given the opportunity, we could contact those people and members who have reported these issues to give you more detailed information and feedback.

We wish you and your research well”.

Other disability organisations were sought but none responded to our requests for information.

Elected Members All Cornwall councillors and elected members were provided with an opportunity to make comment using the current agreed mailing list of members and the formal route by which such contact should be made. Four responses were received, one for each of the regulated zones, and one general one.

The general respondent said they felt there should be equal availability of hackney carriages across the area. They did feel there was a shortage of vehicles in St Austell and in some of the other parts of Restormel where there were no ranks.

A former Restormel Borough councillor responded. They feel there should by now be a common approach across Cornwall and prefers that restrictive policies be abolished where they remain. They feel the boundaries no longer have any practical relevance. They feel they provide anomalies such as parishes like Cubert and St East not being within the zone including Newquay which is their nearest main town. Budock and Mabe are not in the same zone as Falmouth. They feel there should either be zones relating to principal towns and local catchments or no zones at all.

36 They represent St Austell and hear anecdotal stories about a shortage or no taxis at all at the station when London trains arrive. They are aware there is considerable commercial value in holding a plate but are uncertain how much that justifies restricting competition, a principle they feel you do not find in many other areas of business. They conclude there is probably a shortage of hackney carriage vehicles although they feel only competition will demonstrate that one way or another.

They are not aware of any problem in St Austell with the adequacy of ranks, but feel that any issue that might arise could be reassessed when it arose.

They are aware of a recent application for an electric hackney carriage which was refused because of the numerical limitation policy, which they felt was unfortunate, and should have been granted as an exception at least.

Parish and town councils The formal current contact route for allowing all relevant Cornwall parish and town councils to contribute to the consultation for this study was used to ensure that all were invited to provide response. This included reminders of the closing date for the consultation, with groups given the period between June and August to reply and the option to provide a delayed response date were they unable to meet the stated response date.

Other Council representatives Highways representatives were contacted. They confirmed that a private contractor, CORMAC, undertakes highway works at the request of Cornwall Council, but only implements policy and does not set policy.

CORMAC advised us they are Cornwall Council’s contractor for the maintenance and management of the highway network. Whilst transport aims are largely developed by the Council’s policy section, CORMAC are charged with implementing the policies once they have been formally adopted. Although they often attend meetings with the various taxi groups, their main role is management of what is already on the ground. They do get involved with any physical traffic order changes that may arise out of a change in policy, they have no particular view on the retention or otherwise of the limit on hackney carriages or about private hire vehicles. They thanked us for the opportunity to respond.

Other input was provided to our section on rank provision in response to specific questions to Cornwall Council Highways (see rank chapter), basically confirming some ranks which it was not clear if still existed or not. An offer was made to compare usage / abuse of ranks in restricted areas to non-restricted, but this was not part of the brief nor relevant to this survey.

37 A response was provided by those responsible for transport policy for Cornwall, in particular the execution of strategic transport policy through the latest Local Transport Plan (see also Chapter 2 for details from the latest Local Transport Plan, which was in place in 2011). The representative confirmed that strategic transport policy for Cornwall remains set out in “Connecting Cornwall:2030” the current Local Transport Plan for the area.

Taxis are an important part of the transport choice in Cornwall, particularly for areas that are less well served by public transport, for people who do not own cars or are unable to drive. The key roles for taxis within the transport provision in Cornwall are to improve access to jobs, healthcare, education and services (policy 29) and to provide a safe form of travel (policies 26 and 30).

LTP policies 13 and 29 encourage taxi buses and taxi share schemes. However, the Council are only aware of one such scheme run by Coastline Travel providing taxi share to Newquay Airport on a shuttle service (this is within the Restormel zone). The LTP seeks to encourage taxi operators to invest in low CO2 emitting vehicles (Policy 1), for taxi interchange to be available at railway stations (Policy 10) and for taxi ranks to be safe places to wait (Policy 26).

The council representative confirmed there is always pressure to increase the number of ranks in town centres. They also suggest that the unmet demand surveys are used to manage expectation in regard to ranks. Any recommendation to increase ranks must take into account the practicalities of physically installing any changes in the rank numbers and positioning. If the practical element is ignored this leads to significant difficulties in allocating the road space in line with the councils’ agreed kerbside parking strategy (which remains as it was in 2011).

The council considers that the night time management strategy for Truro is a good example of working with taxi operators and street marshals so that people can leave the town centre safely after a night out.

Rail Operators All rail stations and services in Cornwall are operated by First Great Western. Station contacts were consulted about the service provided as well as contacted for permission to survey at stations where the rank is on private rail property. This was given, but no further comment was provided about rank usage or service provided.

38 39 6. Licensed Vehicle Trade Consultation

Trade consultation Opportunity was provided for members of the trade to show us around the ranks where they operated and to provide their points of view regarding the current hackney carriage operation in their areas.

Most of these representatives were met as part of the study inception meeting, with visits being undertaken that day or the following day. Specific rank tours were provided for St Austell and Newquay (Restormel). All known ranks were visited as well as notes taken about obvious private hire / hackney carriage radio offices.

Arising from the consultation was a further meeting with several members of the trade from across the Cornish limited zones (including representatives from Truro, St Ives and Falmouth) held on Monday 18 th August in Truro. Points made at the August focus group included: - concern that rank signing remains missing meaning that passengers can find it hard to identify where hackney carriages should be - at least two representatives felt (non limited zone) service was much worse than that in the Carrick zone, evidenced by their receiving private hire bookings from Helston customers - in many areas saloon vehicles are easier for passengers particularly at the home end of their journeys with many roads difficult to provide egress from higher vehicles - all pointed out that seasonal variation in the area was significant - recent summer peaks have reduced in time with the increasing restriction on parents taking children out of schools in term time - all agreed more people now asked the price of a journey before committing to a journey - overall journey numbers by hackney carriage have reduced with the increase in numbers of people movers in the fleet - it was felt that the limit encourages double shifting which continues year round in the limited zone areas - one person felt they earned the same amount now as 13 years ago - no driver could remember any complaint from a passenger that they had issues obtaining hackney carriages when they needed them - all representatives would like to see better access to bus lanes for hackney carriages across Cornwall

A DfT Best Practice Guidance compliant consultation was also undertaken with a wider set of trade representatives, covering operators, hackney carriage and private hire drivers and vehicle owners (both hackney carriage and private hire). Each respondent was provided with an explanatory letter and questionnaire, and the results were collated and will be summarised below. This element of the survey was not undertaken until all the rank surveys had been satisfactorily completed to ensure there was no opportunity for the trade to become aware of when the rank surveys were occurring.

40 Our letter / questionnaire issued directly to over 1,000 respondents across the three areas was supplemented by email and phone calls to trade representatives (some of whom we had met at the inception meeting) and to some companies whose details were obtained, as well as emails to the trade representative contact lists. The face to face meeting option was taken by several trade individuals who met us in Central Truro in mid- August 2014 – representing persons from several different locations. One trade member provided us with information about their current concerns together with a petition from their customers.

For Restormel a total of 9 trade responded – a very low response (although one trade representative had advised us that this was likely in Restormel as their area association had ceased for lack of interest over the last few years). The results below can therefore only be taken as indicative but probably represent most of those retaining a strong interest in the trade in the area.

78% were from the hackney carriage trade and 22% from private hire. A mix of days were worked ranging from one to seven, with an average being five days. This equated to an average of 43 hours per week, again with a range from 10 to 75. The average experience in the trade was 11 years, but again with a range of one to 23 years. Those responding showed cover for most hours of the week apart from a gap in the early hours of Tuesday morning. 78% owned and drove their own vehicle with 22% driving the vehicle at other times. A third operated on radio circuits whilst two thirds did not.

Three respondents focussed on St Austell whilst four served Newquay. Those serving St Austell all served the station, two also served Duke Street and one High Cross Street. One of the Newquay respondents only served the station whilst the other three served the other ranks.

All – including the private hire persons who responded – supported the current limit policy. Were the limit to be increased or removed, two thirds would leave the trade, although the private hire respondents said they would have no reaction.

Comments were made suggesting that the current situation saw people know drivers personally which would be lost if more were added to the fleet. One felt public safety would be compromised were there even more competition – and many felt there were too many vehicles for the demand already.

41 7. Summary and conclusions Application of the ISUD index The industry standard index of significant unmet demand (ISUD) has been used and developed since the initial Government guidance that limits could only apply if there was no significant unmet demand for the service of hackney carriage vehicles. ISUD was initially developed by the University of Leeds and subsequently taken forward by a private contractor who was undertaking many of the related studies. In recent years, more consultants have used this index as an industry standard tool. ISUD was calibrated very early on against a set of studies undertaken which had either identified unmet demand was significant or otherwise. It was found that studies with an ISUD of 80 or over all concluded the unmet demand was significant, whereas values below 80 concluded the unmet demand was not significant. The level of an ISUD of 80 has therefore been taken as the cut- off for defining unmet demand to be significant.

In the case of Cornwall, the private rail station ranks should be excluded from the ISUD calculations as these are locations out of the Council control. Even if unmet demand that was significant was identified there, and more plates were issued there could be no guarantee that any would make themselves available particularly at station ranks as they may either not be able to, or might choose not to, obtain the supplementary permit – something the council could not influence.

ISUD is made up of a range of elements which when combined produce the overall index. Whilst there has not been a great amount of change in the elements since the tool was first formalised, some elements have been added such as the latent demand factor in response to court challenges over time. The present index remains utilised by most contractors undertaking unmet demand surveys, although it is not a required element in any legislation or in the DfT BPG.

The present elements included are: - Proportion of daytime hours (M-F, 1000-1800) when people are observed to queue for hackney carriages at ranks - Proportion of passengers in hours where passengers had to wait where the average queue time was over a minute - A seasonality index - A peak factor - Average passenger delay estimate - The latent demand factor

All elements are multiplied together and the index compared to the threshold of 80.

The current index has two elements which can negate the need for use of the index by setting the value to zero. The first test relates to if there are any daytime hours (Monday to Friday 1000 to 1800) where people are observed to queue for hackney carriages. There are 11.1% of such hours.

42 The other index that could be zero – proportion of passengers in hours in which waits occurred which was over 1 minute – of which there are 4.8%.

The seasonality index is 1.0 since the surveys were undertaken in June.

The area exhibits peaked demand, so this factor is 0.5. In effect there is very little demand apart from the peak.

Average passenger delay in minutes is 0.21 minutes.

From the public attitude work, the latent demand factor is 1.0, assuming all who did not give an answer had not ever given up waiting – ie there were no hackney carriage relevant responses. The only person who gave up waiting did so at the private Newquay station rank excluded from our calculations for reasons given above.

The ISUD index for the full survey is 5.6, well below that which is counted to identify significant unmet demand.

Policy Background Cornwall is a unitary authority with full highway powers over all roads in the area, apart from the trunk Highways Agency A30 / A38 routes and with full transport powers. Transport policy is outlined in the Local Transport Plan which is currently operating under the first five year implementation plan. It is set in the context that two thirds of households have either no car or just one car, which people are struggling to keep on the road. Taxi share and taxi marshal services are encouraged by the LTP as is driver training. A representative confirmed the importance of licensed vehicles to transport choices in Cornwall. They confirmed that the current working between the Council and the trade on the night time management strategy for Truro was an excellent example of current liaison, particularly the use of marshals.

In terms of specific taxi regulation, Cornwall has the power to restrict the number of hackney carriage vehicle licences it issues under the Transport Act Section 16, and following the set up of the unitary authority, decided in 2010 it would retain a limit policy in three of the six retained (former council area) zones, of which Restormel is one.

Restormel at present has a limit of 82 hackney carriage vehicles, last increased in around 2002 after a previous study of demand identified significant unmet demand. The 2011 study found no significant unmet demand. The 28% growth since 1997 is matched by 50% growth in the private hire fleet, although this is currently reducing from a higher peak level attained in 2010. The current fleet makes up 13% of the Cornwall hackney carriage fleet but nearly a quarter of the private hire fleet, with hackney carriage proportions having fallen since 1997 (when they made up 16%).

43 Carrick has just below national and Cornwall levels of hackney carriages per thousand population as well as much lower proportions of private hire than in the English (less London) averages – with a resulting very low level of licensed vehicles compared to the English values (1.9 for Carrick, 1.8 for Cornwall compared to 3.3 for the England average excluding London). This suggests even private hire provision is suppressed in Cornwall (but less so in Carrick than across the County).

At last estimate, the hackney carriage fleet was 18% wheel chair accessible. The last driver ratio suggested potential for double-shifting although it is not possible to allocated this between hackney carriage and private hire sectors. A high proportion of the Carrick hackney carriage fleet are allied to private hire companies, although independent owner-operators remain significant.

Fares put Carrick 11 th in the national UK fare chart, where 1 st is the highest fare. This places Carrick 3% above the Cornish average, 9% above the ‘group’ average used in 2011, 11% above the South West average and 21% above the national average – in other words quite high overall.

Rank Survey results 171 hours of rank operation were observed in course of this survey. This covered observation at all ranks, including some no longer active or little used. No persons used wheel chairs to access any rank.

Rank patronage was highest in Fore St, Newquay, which saw 52% of all the demand estimated for a typical week. The next largest rank saw 13% of passengers (St Austell private station rank) followed by the private rank at Newquay station (11%). Cliff Road saw 9% of demand – the only rank seeing increase since 2011. Trebarwith Crescent saw the proportion of passengers halved but the actual number reduce by over 30% compared to 2011. Our estimate was that Manor Road – relatively little used but seeing some groups appearing to meet hackney carriages there – was as much used as Trebarwith Crescent even though few vehicles waited there.

Apart from the station rank in St Austell, there was little use of one rank and no use of the other (although this is still used when the night club is operating, although this had spent a spell closed between 2011 and now). Overall demand is estimated to have fallen by around 37% since 2011 even with our addition of three unsurveyed ranks in 2011 (two of which were the private station ranks).

The ISUD index was well below the level that indicates any significance of the unmet demand in the area

44 Public Consultation Recent usage of licensed vehicles in the area was 35% - remarkably slightly higher than the 2011 value of 31%. In St Austell just 19% used ranks and none hailed. St Austell saw 31% using ranks and 4% hailing. 81% in St Austell made bookings by various methods – but this was lower in Newquay with an equal percentage to the rank percentage phoning direct but a much higher volume using freephones or mobile / smart phones or other booking methods.

In Newquay, four companies were mentioned, one of which was dominant. A larger number of companies – nine – were mentioned in St Austell with one dominant, but not as much as in Newquay. This suggests more competition in St Austell but overall a much more generally disparate spread of the work between companies in Restormel.

Hackney carriages were well-known about – but across Restormel over 80% said they could not remember when they had last used one – a very high level of lack of use. ` Rank knowledge was poor in Newquay with the station rank being the main one known about. For St Austell Duke Street was known about and mentioned most, followed by the railway station. None mentioned High Cross Street. This is overall better rank knowledge of the active ranks. There were no significant requests for new ranks in either town or for anywhere else in Restormel.

There were no real issues with the service provided and the only significant way people would use them more would be if they were cheaper.

All people would choose the first vehicle at a rank. Across the area just 8% of people said there were enough wheel chair or accessible vehicles whilst the remainder said they did not know either way. All but 1% of St Austell people did not need, or know anyone who needed an accessible vehicle. The figures were slightly higher in Newquay but even there only 5% needed or knew someone needing a WAV and 1% another sort of adapted vehicle.

There was no latent demand identified from council ranks in Restormel – the only place someone had given up waiting for a hackney carriage was a the private railway station rank in Newquay.

Our sample had 74% with access to a car in Newquay but much lower at 47% in St Austell.

Overall the sampling by male / female and age splits was fairly close to the Cornwall averages although there were some differences between areas.

45 Stakeholder Consultation A good number of people were willing to provide views regarding taxi services, although a much larger number of people were contacted and chose not to respond.

Supermarkets tended to phone companies for customers, with two with Freephones in Newquay and just one in St Austell. Smaller shops in St Austell were aware of the Duke Street rank but felt it was little used due to the quiet nature of the town. Hotels phone for taxis when needed from their receptions. All restaurants tended to use cards brought in by companies. Most could get taxis when needed though some said there were busy times when vehicles were harder to obtain. Several in Newquay said there were more than enough vehicles available when needed.

Response from the principal disability organisation identified issues but more on the operational and detailed side than on the question of the number of vehicles needed.

A former elected member did not agree with restrictions nor different approaches across Cornwall. They felt there might be a shortage of vehicles but provided no evidence for their views apart from anecdotal stories of a shortage of vehicles to service London train arrivals at St Austell station.

No input was received from the hospitals, police or rail representatives although all were given opportunity to respond, suggesting no issues with the service provided.

Trade Consultation The Restormel zone provided a very low response from the general trade consultation – just 9 responses overall. There was suggestion from one representative that this might be the case. They cited the cessation of the local taxi association as evidence of a lack of interest in the current situation in the area.

All those responding in Carrick supported the retention of the limit – with 66% saying they would leave were this changed. 22% of those responding were from the private hire trade.

The views about why the limit should remain focussed on personal knowledge of current drivers by passengers which would be upset by new entrants and potential compromise of public safety by increased competition.

46 Conclusion There is no significant unmet demand for the service of hackney carriages in the Restormel zone at this current time. There is no need for issue of any additional plates as any unmet demand observed is far from being significant.

Overall, the demand for hackney carriages in the Restormel zone is very low and extremely low in St Austell. Much of the demand relates to the night economy in Newquay with any significant remainder at the two private station ranks. It appears that many of the hackney carriages undertake most of their work utilising bookings rather than rank work.

47 48

8. Recommendations

Limits on the number of hackney carriage vehicles There is no evidence of significant unmet demand and no need for any further issue of hackney carriage plates in Restormel at this point in time. This conclusion includes latent demand levels and is valid for a further three years.

There is no apparent shortage of disability accessible vehicles identified and no need for further restriction on the types of vehicle that the trade can replace current plates with. This is subject to any change in legislation or application of legislation that might occur.

Rank provision There are more than enough ranks in Newquay with several seeing very little or no usage at all despite some being in very good potential locations. However, their use might be increased were there better signing to some – particularly Manor Road – and more people might use vehicles were more to make themselves available at both Manor Road and Cliff Road. At Cliff Road there is need for county enforcement against parked vehicles.

In St Austell neither council rank sees a great amount of usage although at least Duke Street would benefit from clear marking and better signing.

Other Issues The only issue relating to disability is the need to identify how to engage appropriately with Disability Cornwall without out of context high charges and to ensure that improvements to the service experienced by those with disabilities can be properly identified and dealt with at an operational level. This needs discussion between Cornwall licensing and Disability Cornwall and may need to either be a separate project or an item specifically identified and costed for in any future study.

In other zones of Cornwall there has been encouragement for trade members to work together and be involved in discussion about how work could be grown and developed. The opposite appears to have happened in Restormel and it would be appropriate for the trade to join with the other parts of such representation to allow future development to occur – otherwise there could be a continued stagnation of licensed vehicle services in Restormel which is not to the benefit of the general public.

49 Appendix 1 – Rank Observation Details

50

51

AveragePassenger Waiting Time, those MaximumVehicle Waiting Time (for a Numberof people waiting mins6-10 AverageVehicle Waiting Timea(for Numberof people waiting 1-5 mins AveragePassenger Waiting Time in Number waiting 11mins or more Maximumpassenger wait time AverageVehicle Waiting Time % of% vehicles leaving empty Total PassengerTotal Departures LoadedVehicleDepartures EmptyVehicle Departures Total VehicleTotal Departures No ofNo Vehicle Arrivals waitingonly Hour Hour fare) fare) Survey Date

Newquay Fore St Friday 06/06/14 22 17 14 7 3 30% 10 00:23:07 00:24:38 00:46:00 Newquay Fore St Friday 06/06/14 23 19 38 15 4 21% 19 00:21:09 00:26:17 00:35:00 Newquay Fore St Friday 07/06/14 0 38 56 27 6 18% 33 00:12:36 00:13:18 00:23:00 Newquay Fore St Friday 07/06/14 1 49 119 48 7 13% 55 00:08:11 00:08:38 00:18:00 Newquay Fore St Friday 07/06/14 2 37 48 27 7 21% 34 00:18:00 00:20:30 00:30:00 Newquay Fore St Friday 07/06/14 3 38 69 33 4 11% 37 00:08:23 00:09:12 00:22:00 Newquay Fore St Friday 07/06/14 4 12 47 21 1 5% 22 00:01:00 00:01:00 00:09:00 00:00:02 00:01:00 2 0 0 00:01:00 Newquay Fore St Friday 210 391 178 32 15% 210 2 0 0 00:01:00

53

MaximumVehicle Waiting Time (for a AverageVehicle Waiting Timea(for AverageVehicle Waiting Time % of% vehicles leaving empty Total PassengerTotal Departures LoadedVehicleDepartures EmptyVehicle Departures Total VehicleTotal Departures No ofNo Vehicle Arrivals Hour fare) fare)

Survey Date

Newquay Fore St Saturday 07/06/14 11 1 2 1 0 0% 1 00:00:00 00:00:00 00:00:00 Newquay Fore St Saturday 07/06/14 12 0 0 0 0 0% 0 00:00:00 00:00:00 00:00:00 Newquay Fore St Saturday 07/06/14 13 3 7 2 1 33% 3 00:01:20 00:01:30 00:02:00 Newquay Fore St Saturday 4 9 3 1 25% 4

54

AveragePassenger Waiting Time, those MaximumVehicle Waiting Time (for a Numberof people waiting mins6-10 AverageVehicle Waiting Timea(for Numberof people waiting 1-5 mins AveragePassenger Waiting Time in Number waiting 11mins or more Maximumpassenger wait time AverageVehicle Waiting Time % of% vehicles leaving empty Total PassengerTotal Departures LoadedVehicleDepartures EmptyVehicle Departures Total VehicleTotal Departures No ofNo Vehicle Arrivals waitingonly Hour Hour fare) fare) Survey Date

Newquay Trebarwith Cres Thurs 05/06/14 15 4 0 0 0 0% 0 00:24:30 00:22:40 00:27:00 Newquay Trebarwith Cres Thurs 05/06/14 16 3 6 4 2 33% 6 00:31:40 00:32:30 00:57:00 Newquay Trebarwith Cres Thurs 05/06/14 17 2 1 1 1 50% 2 00:11:30 00:00:00 00:00:00 Newquay Trebarwith Cres Thurs 05/06/14 18 4 2 2 2 50% 4 00:04:30 00:07:00 00:13:00 Newquay Trebarwith Cres Thurs 05/06/14 19 2 0 0 3 100% 3 00:20:00 00:00:00 00:00:00 Newquay Trebarwith Cres Thurs 05/06/14 20 6 0 0 4 100% 4 00:32:20 01:15:00 01:15:00 Newquay Trebarwith Cres Thurs 05/06/14 21 1 0 0 2 100% 2 00:41:00 00:00:00 00:00:00 Newquay Trebarwith Cres Thurs 05/06/14 22 2 2 1 2 67% 3 00:14:00 00:00:00 00:00:00 Newquay Trebarwith Cres Thurs 05/06/14 23 3 1 1 1 50% 2 00:11:40 00:20:00 00:20:00 Newquay Trebarwith Cres Thurs 05/06/14 0 0 0 0 1 100% 1 00:00:00 00:00:00 00:00:00 Newquay Trebarwith Cres Thurs 05/06/14 1 0 0 0 0 0% 0 00:00:00 00:00:00 00:00:00 Newquay Trebarwith Cres Thurs 06/06/14 2 1 1 1 0 0% 1 00:00:00 00:00:00 00:00:00 00:04:00 00:04:00 1 0 0 00:04:00 Newquay Trebarwith Cres Thurs 28 13 10 18 64% 28 1 0 0 00:04:00

55 MaximumVehicle Waiting Time (for a AverageVehicle Waiting Timea(for AverageVehicle Waiting Time % of% vehicles leaving empty Total PassengerTotal Departures LoadedVehicleDepartures EmptyVehicle Departures Total VehicleTotal Departures No ofNo Vehicle Arrivals Hour fare) fare)

Survey Date

Newquay Trebarwith Crescent Fri 06/06/14 7 1 0 0 0 0% 0 00:03:00 00:00:00 00:00:00 Newquay Trebarwith Crescent Fri 06/06/14 8 2 0 0 1 100% 1 00:17:30 00:20:00 00:20:00 Newquay Trebarwith Crescent Fri 06/06/14 9 0 1 1 1 50% 2 00:00:00 00:00:00 00:00:00 Newquay Trebarwith Crescent Fri 06/06/14 10 7 0 0 6 100% 6 00:09:17 00:00:00 00:00:00 Newquay Trebarwith Crescent Fri 06/06/14 11 5 1 1 3 75% 4 00:08:24 00:05:00 00:10:00 Newquay Trebarwith Crescent Fri 06/06/14 12 2 3 2 1 33% 3 00:35:30 00:35:30 01:06:00 Newquay Trebarwith Crescent Fri 06/06/14 13 5 2 2 0 0% 2 00:21:00 00:26:00 00:44:00 Newquay Trebarwith Crescent Fri 06/06/14 14 3 2 2 3 60% 5 00:50:20 01:15:00 01:20:00 Newquay Trebarwith Crescent Fri 06/06/14 15 5 1 1 0 0% 1 00:32:36 00:51:00 00:51:00 Newquay Trebarwith Crescent Fri 06/06/14 16 4 7 3 7 70% 10 00:11:45 00:08:00 00:08:00 Newquay Trebarwith Crescent Fri 06/06/14 17 5 0 0 4 100% 4 00:15:24 00:00:00 00:00:00 Newquay Trebarwith Crescent Fri 06/06/14 18 2 1 1 2 67% 3 00:16:00 00:12:00 00:12:00 Newquay Trebarwith Crescent Fri 41 18 13 28 68% 41

56 AveragePassenger Waiting Time, those MaximumVehicle Waiting Time (for a Numberof people waiting mins6-10 AverageVehicle Waiting Timea(for Numberof people waiting 1-5 mins AveragePassenger Waiting Time in Number waiting 11mins or more Maximumpassenger wait time AverageVehicle Waiting Time % of% vehicles leaving empty Total PassengerTotal Departures LoadedVehicleDepartures EmptyVehicle Departures Total VehicleTotal Departures No ofNo Vehicle Arrivals waitingonly Hour Hour fare) fare) Survey Date

Newquay Cliff Rd Thurs 05/06/14 16 1 0 0 1 100% 1 00:02:00 00:00:00 00:00:00 Newquay Cliff Rd Thurs 05/06/14 17 1 0 0 0 0% 0 00:25:00 00:00:00 00:00:00 Newquay Cliff Rd Thurs 05/06/14 18 0 0 0 1 100% 1 00:00:00 00:00:00 00:00:00 Newquay Cliff Rd Thurs 05/06/14 19 2 0 0 2 100% 2 00:08:30 00:00:00 00:00:00 Newquay Cliff Rd Thurs 05/06/14 20 3 2 1 0 0% 1 00:18:00 00:30:00 00:30:00 00:01:00 00:01:00 2 0 0 00:01:00 Newquay Cliff Rd Thurs 05/06/14 21 3 0 0 4 100% 4 00:22:20 00:00:00 00:00:00 Newquay Cliff Rd Thurs 05/06/14 22 5 14 5 1 17% 6 00:01:48 00:01:48 00:03:00 00:02:08 00:02:30 12 0 0 00:04:00 Newquay Cliff Rd Thurs 05/06/14 23 4 2 2 2 50% 4 00:03:15 00:04:00 00:04:00 Newquay Cliff Rd Thurs 06/06/14 0 3 4 2 0 0% 2 00:17:20 00:01:30 00:03:00 Newquay Cliff Rd Thurs 06/06/14 1 0 0 0 1 100% 1 00:00:00 00:00:00 00:00:00 Newquay Cliff Rd Thurs 22 22 10 12 55% 22 0:01:27 0:01:45 14 0 0 00:04:00

57

AveragePassenger Waiting Time, those MaximumVehicle Waiting Time (for a Numberof people waiting mins6-10 AverageVehicle Waiting Timea(for Numberof people waiting 1-5 mins AveragePassenger Waiting Time in Number waiting 11mins or more Maximumpassenger wait time AverageVehicle Waiting Time % of% vehicles leaving empty Total PassengerTotal Departures LoadedVehicleDepartures EmptyVehicle Departures Total VehicleTotal Departures No ofNo Vehicle Arrivals waitingonly Hour Hour fare) fare) Survey Date

Newquay Cliff Rd Fri 06/06/14 11 2 0 0 2 100% 2 00:03:00 00:00:00 00:00:00 Newquay Cliff Rd Fri 06/06/14 12 2 0 0 2 100% 2 00:02:00 00:00:00 00:00:00 Newquay Cliff Rd Fri 06/06/14 13 1 2 1 0 0% 1 00:16:00 00:16:00 00:16:00 Newquay Cliff Rd Fri 06/06/14 14 1 0 0 1 100% 1 00:01:00 00:00:00 00:00:00 Newquay Cliff Rd Fri 06/06/14 15 2 0 0 2 100% 2 00:05:30 00:00:00 00:00:00 Newquay Cliff Rd Fri 06/06/14 16 1 0 0 1 100% 1 00:01:00 00:00:00 00:00:00 Newquay Cliff Rd Fri 06/06/14 17 0 0 0 0 0% 0 00:00:00 00:00:00 00:00:00 Newquay Cliff Rd Fri 06/06/14 18 4 3 1 3 75% 4 00:05:00 00:11:00 00:11:00 Newquay Cliff Rd Fri 06/06/14 19 4 0 0 4 100% 4 00:10:30 00:00:00 00:00:00 Newquay Cliff Rd Fri 06/06/14 20 6 0 0 4 100% 4 00:14:10 00:00:00 00:00:00 Newquay Cliff Rd Fri 06/06/14 21 1 0 0 2 100% 2 00:32:00 00:32:00 00:32:00 Newquay Cliff Rd Fri 06/06/14 22 5 5 3 3 50% 6 00:05:24 00:07:30 00:08:00 Newquay Cliff Rd Fri 06/06/14 23 5 2 1 4 80% 5 00:08:48 00:00:00 00:00:00 Newquay Cliff Rd Fri 07/06/14 0 9 13 7 1 13% 8 00:01:46 00:02:00 00:07:00 00:00:09 00:01:00 2 0 0 00:01:00 Newquay Cliff Rd Fri 07/06/14 1 5 13 6 0 0% 6 00:02:24 00:02:24 00:08:00 Newquay Cliff Rd Fri 48 38 19 29 60% 48 negligible 00:01:00 2 0 0 00:01:00

58 MaximumVehicle Waiting Time (for a AverageVehicle Waiting Timea(for AverageVehicle Waiting Time % of% vehicles leaving empty Total PassengerTotal Departures LoadedVehicleDepartures EmptyVehicle Departures Total VehicleTotal Departures No ofNo Vehicle Arrivals Hour fare) fare)

Survey Date

Newquay Cliff Rd Sat 07/06/14 8 1 0 0 0 0% 0 00:40:00 00:00:00 00:00:00 Newquay Cliff Rd Sat 07/06/14 9 0 0 0 1 100% 1 00:00:00 00:00:00 00:00:00 Newquay Cliff Rd Sat 07/06/14 10 1 0 0 1 100% 1 00:00:00 00:00:00 00:00:00 Newquay Cliff Rd Sat 07/06/14 11 2 0 0 2 100% 2 00:06:00 00:00:00 00:00:00 Newquay Cliff Rd Sat 07/06/14 12 0 0 0 0 0% 0 00:00:00 00:00:00 00:00:00 Newquay Cliff Rd Sat 07/06/14 13 2 0 0 2 100% 2 00:01:30 00:00:00 00:00:00 Newquay Cliff Rd Sat 6 0 0 6 100% 6

59

AveragePas MaximumVehicle Waiting Time (for a Numberof people waiting mins6-10 AverageVehicle Waiting Timea(for Numberof people waiting 1-5 mins AveragePassenger Waiting Time in Number waiting 11mins or more Maximumpassenger wait time AverageVehicle Waiting Time % of% vehicles leaving empty Total PassengerTotal Departures LoadedVehicleDepartures EmptyVehicle Departures Total VehicleTotal Departures No ofNo Vehicle Arrivals senger Waitingsenger Time, those waitingonly Hour Hour fare) fare) Survey Date

Newquay Manor Rd 05/06/14 16 1 2 1 0 0% 1 00:01:00 00:01:00 00:01:00 Newquay Manor Rd 05/06/14 17 1 2 1 0 0% 1 00:00:00 00:00:00 00:00:00 00:07:00 00:07:00 0 2 0 00:07:00 Newquay Manor Rd 05/06/14 18 1 2 1 0 0% 1 00:05:00 00:05:00 00:05:00 Newquay Manor Rd 05/06/14 19 1 0 0 1 100% 1 00:06:00 00:00:00 00:00:00 Newquay Manor Rd 05/06/14 20 0 0 0 0 0% 0 00:00:00 00:00:00 00:00:00 Newquay Manor Rd 05/06/14 21 0 0 0 0 0% 0 00:00:00 00:00:00 00:00:00 Newquay Manor Rd 05/06/14 22 0 0 0 0 0% 0 00:00:00 00:00:00 00:00:00 Newquay Manor Rd 05/06/14 23 0 0 0 0 0% 0 00:00:00 00:00:00 00:00:00 Newquay Manor Rd 06/06/14 0 2 6 2 0 0% 2 00:00:00 00:00:00 00:00:00 00:08:00 00:08:00 0 6 0 00:08:00 Newquay Manor Rd 6 12 5 1 17% 6 00:05:10 00:07:30 0 8 0 00:08:00

60

AveragePassenger Waiting Time, those MaximumVehicle Waiting Time (for a Numberof people waiting mins6-10 AverageVehicle Waiting Timea(for Numberof people waiting 1-5 mins AveragePassenger Waiting Time in Number waiting 11mins or more Maximumpassenger wait time AverageVehicle Waiting Time % of% vehicles leaving empty Total PassengerTotal Departures LoadedVehicleDepartures EmptyVehicle Departures Total VehicleTotal Departures No ofNo Vehicle Arrivals waitingonly Hour Hour fare) fare) Survey Date

Newquay Station (private) 07/06/14 8 3 0 0 3 100% 3 00:04:20 00:00:00 00:00:00 Newquay Station (private) 07/06/14 9 5 0 0 4 100% 4 00:17:48 00:49:00 00:49:00 Newquay Station (private) 07/06/14 10 6 2 2 5 71% 7 00:24:20 00:42:00 00:42:00 Newquay Station (private) 07/06/14 11 4 4 2 1 33% 3 00:18:15 00:20:40 00:28:00 Newquay Station (private) 07/06/14 12 10 13 8 3 27% 11 00:06:30 00:06:17 00:25:00 00:01:00 00:03:15 4 0 0 00:04:00 Newquay Station (private) 07/06/14 13 3 3 1 1 50% 2 00:11:00 00:05:00 00:05:00 Newquay Station (private) 07/06/14 14 0 0 0 1 100% 1 00:00:00 00:00:00 00:00:00 Newquay Station (private) 07/06/14 15 3 3 1 0 0% 1 00:13:00 00:09:30 00:18:00 Newquay Station (private) 07/06/14 16 3 4 3 2 40% 5 00:07:00 00:01:30 00:03:00 Newquay Station (private) 07/06/14 17 4 1 1 1 50% 2 00:22:00 00:28:30 00:41:00 Newquay Station (private) 07/06/14 18 2 5 3 1 25% 4 00:00:00 00:00:00 00:00:00 Newquay Station (private) 07/06/14 19 2 0 0 2 100% 2 00:09:00 00:00:00 00:00:00 Newquay Station (private) 07/06/14 20 1 0 0 1 100% 1 00:08:00 00:00:00 00:00:00 Newquay Station (private) 07/06/14 21 1 0 0 1 100% 1 00:05:00 00:00:00 00:00:00 Newquay Station (private) 47 35 21 26 55% 47 00:00:22 00:03:15 4 0 0 00:04:00

61 AveragePassenger Waiting Time, those MaximumVehicle Waiting Time (for a Numberof people waiting mins6-10 AverageVehicle Waiting Timea(for Numberof people waiting 1-5 mins AveragePassenger Waiting Time in Number waiting 11mins or more Maximumpassenger wait time AverageVehicle Waiting Time % of% vehicles leaving empty Total PassengerTotal Departures LoadedVehicleDepartures EmptyVehicle Departures Total VehicleTotal Departures No ofNo Vehicle Arrivals waitingonly Hour Hour fare) fare) Survey Date

St Austell Duke St 05/06/14 13 1 0 0 0 0% 0 00:06:00 00:06:00 00:06:00 St Austell Duke St 05/06/14 14 8 4 3 6 67% 9 00:13:07 00:06:00 00:10:00 00:00:15 00:01:00 1 0 0 00:01:00 St Austell Duke St 05/06/14 15 7 8 6 1 14% 7 00:03:42 00:03:50 00:16:00 00:00:45 00:01:30 4 0 0 00:02:00 St Austell Duke St 05/06/14 16 5 0 0 3 100% 3 00:15:36 00:21:00 00:21:00 St Austell Duke St 05/06/14 17 0 1 1 1 50% 2 00:00:00 00:00:00 00:00:00 St Austell Duke St 05/06/14 18 1 0 0 0 0% 0 01:51:00 00:00:00 00:00:00 St Austell Duke St 05/06/14 19 0 0 0 0 0% 0 00:00:00 00:00:00 00:00:00 St Austell Duke St 05/06/14 20 0 0 0 1 100% 1 00:00:00 00:00:00 00:00:00 St Austell Duke St 22 13 10 12 55% 22 0:00:32 00:01:15 5 0 0 0:02:00

62

AveragePassenger Waiting Time, those MaximumVehicle Waiting Time (for a Numberof people waiting mins6-10 AverageVehicle Waiting Timea(for Numberof people waiting 1-5 mins AveragePassenger Waiting Time in Number waiting 11mins or more Maximumpassenger wait time AverageVehicle Waiting Time % of% vehicles leaving empty Total PassengerTotal Departures LoadedVehicleDepartures EmptyVehicle Departures Total VehicleTotal Departures No ofNo Vehicle Arrivals waitingonly Hour Hour fare) fare) Survey Date

St Austell Station (private) 05/06/14 14 6 4 3 3 50% 6 00:13:00 00:11:40 00:31:00 St Austell Station (private) 05/06/14 15 6 7 5 0 0% 5 00:06:30 00:06:30 00:13:00 00:00:08 00:01:00 1 0 0 00:01:00 St Austell Station (private) 05/06/14 16 8 3 3 3 50% 6 00:20:00 00:24:24 00:46:00 St Austell Station (private) 05/06/14 17 4 6 5 2 29% 7 00:14:00 00:15:30 00:31:00 00:02:20 00:07:00 0 3 0 00:09:00 St Austell Station (private) 05/06/14 18 6 7 4 1 20% 5 00:17:50 00:19:24 00:59:00 St Austell Station (private) 05/06/14 19 2 4 2 1 33% 3 00:09:30 00:14:00 00:14:00 St Austell Station (private) 05/06/14 20 3 1 1 1 50% 2 00:08:00 00:10:30 00:20:00 St Austell Station (private) 05/06/14 21 0 1 1 0 0% 1 00:00:00 00:00:00 00:00:00 St Austell Station (private) 05/06/14 22 2 0 0 2 100% 2 00:14:00 00:00:00 00:00:00 St Austell Station (private) 37 33 24 13 35% 37 0:00:40 00:04:00 1 3 0 00:09:00

63

MaximumVehicle Waiting Time (for a AverageVehicle Waiting Timea(for AverageVehicle Waiting Time % of% vehicles leaving empty Total PassengerTotal Departures LoadedVehicleDepartures EmptyVehicle Departures Total VehicleTotal Departures No ofNo Vehicle Arrivals Hour fare) fare)

Survey Date

Newquay Fore St - pr car abuse 06/06/14 22 1 0 0 1 100% 1 00:02:00 00:00:00 00:00:00 Newquay Fore St - pr car abuse 07/06/14 10 2 0 0 2 100% 2 00:00:30 00:00:00 00:00:00 Newquay Fore St - pr car abuse 07/06/14 12 2 0 0 2 100% 2 00:01:00 00:00:00 00:00:00 Newquay Fore St - pr car abuse 5 0 0 5 100% 5

64

MaximumVehicle Waiting Time (for a AverageVehicle Waiting Timea(for AverageVehicle Waiting Time % of% vehicles leaving empty Total PassengerTotal Departures LoadedVehicleDepartures EmptyVehicle Departures Total VehicleTotal Departures No ofNo Vehicle Arrivals Hour fare) fare)

Survey Date

Newquay Trebarwith Cres - pr car abuse 06/06/14 9 1 0 0 1 100% 1 00:04:00 00:00:00 00:00:00 Newquay Trebarwith Cres - pr car abuse 06/06/14 10 0 0 0 0 0% 0 00:00:00 00:00:00 00:00:00 Newquay Trebarwith Cres - pr car abuse 06/06/14 11 0 0 0 0 0% 0 00:00:00 00:00:00 00:00:00 Newquay Trebarwith Cres - pr car abuse 06/06/14 12 1 1 1 0 0% 1 00:15:00 00:15:00 00:15:00 Newquay Trebarwith Cres - pr car abuse 06/06/14 13 1 0 0 1 100% 1 00:06:00 00:00:00 00:00:00 Newquay Trebarwith Cres - pr car abuse 06/06/14 14 0 0 0 0 0% 0 00:00:00 00:00:00 00:00:00 Newquay Trebarwith Cres - pr car abuse 06/06/14 15 0 0 0 0 0% 0 00:00:00 00:00:00 00:00:00 Newquay Trebarwith Cres - pr car abuse 06/06/14 16 2 1 1 1 50% 2 00:03:00 00:06:00 00:06:00 Newquay Trebarwith Crescent - pr car abuse 5 2 2 3 60% 5

65 MaximumVehicle Waiting Time (for a AverageVehicle Waiting Timea(for AverageVehicle Waiting Time % of% vehicles leaving empty Total PassengerTotal Departures LoadedVehicleDepartures EmptyVehicle Departures Total VehicleTotal Departures No ofNo Vehicle Arrivals Hour fare) fare)

Survey Date

Newquay Cliff Rd Thurs - pr car abuse 05/06/14 16 3 0 0 3 100% 3 00:02:40 00:00:00 00:00:00 Newquay Cliff Rd Thurs - pr car abuse 05/06/14 17 4 2 1 3 75% 4 00:01:30 00:01:00 00:01:00 Newquay Cliff Rd Thurs - pr car abuse 05/06/14 18 3 0 0 3 100% 3 00:02:00 00:00:00 00:00:00 Newquay Cliff Rd Thurs - pr car abuse 05/06/14 19 5 3 2 3 60% 5 00:02:24 00:02:30 00:04:00 Newquay Cliff Rd Thurs - pr car abuse 05/06/14 20 4 0 0 4 100% 4 00:06:15 00:00:00 00:00:00 Newquay Cliff Rd Thurs - pr car abuse 05/06/14 21 4 0 0 4 100% 4 00:03:00 00:00:00 00:00:00 Newquay Cliff Rd Thurs - pr car abuse 05/06/14 22 7 2 1 5 83% 6 00:05:25 00:03:00 00:03:00 Newquay Cliff Rd Thurs - pr car abuse 05/06/14 23 3 2 1 3 75% 4 00:02:40 00:00:00 00:00:00 Newquay Cliff Rd Thurs - pr car abuse 06/06/14 0 5 0 0 4 100% 4 00:03:24 00:00:00 00:00:00 Newquay Cliff Rd Thurs - pr car abuse 06/06/14 1 0 0 0 1 100% 1 00:00:00 00:00:00 00:00:00 Newquay Cliff Rd Thurs - pr car abuse 38 9 5 33 87% 38

66

MaximumVehicle Waiting Time (for a AverageVehicle Waiting Timea(for AverageVehicle Waiting Time % of% vehicles leaving empty Total PassengerTotal Departures LoadedVehicleDepartures EmptyVehicle Departures Total VehicleTotal Departures No ofNo Vehicle Arrivals Hour fare) fare)

Survey Date

Newquay Cliff Rd Fri - pr car abuse 06/06/14 5 1 1 1 0 0% 1 00:00:00 00:00:00 00:00:00 Newquay Cliff Rd Fri - pr car abuse 06/06/14 6 0 0 0 0 0% 0 00:00:00 00:00:00 00:00:00 Newquay Cliff Rd Fri - pr car abuse 06/06/14 7 2 1 1 1 50% 2 00:01:30 00:02:00 00:02:00 Newquay Cliff Rd Fri - pr car abuse 06/06/14 8 1 0 0 1 100% 1 00:02:00 00:00:00 00:00:00 Newquay Cliff Rd Fri - pr car abuse 06/06/14 9 1 0 0 0 0% 0 00:58:00 00:00:00 00:00:00 Newquay Cliff Rd Fri - pr car abuse 06/06/14 10 3 0 0 4 100% 4 00:03:40 00:00:00 00:00:00 Newquay Cliff Rd Fri - pr car abuse 06/06/14 11 1 0 0 1 100% 1 00:00:00 00:00:00 00:00:00 Newquay Cliff Rd Fri - pr car abuse 06/06/14 12 3 0 0 3 100% 3 00:03:20 00:00:00 00:00:00 Newquay Cliff Rd Fri - pr car abuse 06/06/14 13 2 0 0 2 100% 2 00:03:00 00:00:00 00:00:00 Newquay Cliff Rd Fri - pr car abuse 06/06/14 14 2 4 2 0 0% 2 00:03:00 00:03:00 00:04:00 Newquay Cliff Rd Fri - pr car abuse 06/06/14 15 1 0 0 1 100% 1 00:03:00 00:00:00 00:00:00 Newquay Cliff Rd Fri - pr car abuse 06/06/14 16 0 0 0 0 0% 0 00:00:00 00:00:00 00:00:00 Newquay Cliff Rd Fri - pr car abuse 06/06/14 17 5 0 0 5 100% 5 00:05:24 00:00:00 00:00:00 Newquay Cliff Rd Fri - pr car abuse 06/06/14 18 10 0 0 7 100% 7 00:08:24 00:00:00 00:00:00 Newquay Cliff Rd Fri - pr car abuse 06/06/14 19 7 1 1 8 89% 9 00:05:17 00:01:00 00:01:00 Newquay Cliff Rd Fri - pr car abuse 06/06/14 20 6 0 0 7 100% 7 00:04:40 00:00:00 00:00:00 Newquay Cliff Rd Fri - pr car abuse 06/06/14 21 7 0 0 6 100% 6 00:03:00 00:00:00 00:00:00 Newquay Cliff Rd Fri - pr car abuse 06/06/14 22 3 0 0 4 100% 4 00:13:20 00:00:00 00:00:00 Newquay Cliff Rd Fri - pr car abuse 06/06/14 23 11 1 1 9 90% 10 00:03:32 00:04:00 00:04:00 Newquay Cliff Rd Fri - pr car abuse 07/06/14 0 1 0 0 2 100% 2 00:01:00 00:00:00 00:00:00 Newquay Cliff Rd Fri - pr car abuse 07/06/14 1 0 0 0 0 0% 0 00:00:00 00:00:00 00:00:00 Newquay Cliff Rd Fri - pr car abuse 07/06/14 2 2 0 0 1 100% 1 02:50:30 00:00:00 00:00:00 Newquay Cliff Rd Fri - pr car abuse 07/06/14 3 1 0 0 1 100% 1 00:09:00 00:00:00 00:00:00 Newquay Cliff Rd Fri - pr car abuse 07/06/14 7 0 0 0 1 100% 1 00:00:00 00:00:00 00:00:00 Newquay Cliff Rd Fri - pr car abuse 70 8 6 64 91% 70 67

MaximumVehicle Waiting Time (for a AverageVehicle Waiting Timea(for AverageVehicle Waiting Time % of% vehicles leaving empty Total PassengerTotal Departures LoadedVehicleDepartures EmptyVehicle Departures Total VehicleTotal Departures No ofNo Vehicle Arrivals Hour fare) fare)

Survey Date

Newquay Cliff Rd Sat - pr car abuse 07/06/14 7 1 0 0 1 100% 1 00:11:00 00:00:00 00:00:00 Newquay Cliff Rd Sat - pr car abuse 07/06/14 8 3 0 0 3 100% 3 00:10:20 00:00:00 00:00:00 Newquay Cliff Rd Sat - pr car abuse 07/06/14 9 2 0 0 1 100% 1 00:17:00 00:00:00 00:00:00 Newquay Cliff Rd Sat - pr car abuse 07/06/14 10 1 0 0 2 100% 2 00:05:00 00:00:00 00:00:00 Newquay Cliff Rd Sat - pr car abuse 07/06/14 11 3 0 0 3 100% 3 00:02:40 00:00:00 00:00:00 Newquay Cliff Rd Sat - pr car abuse 07/06/14 12 1 2 1 0 0% 1 00:03:00 00:03:00 00:03:00 Newquay Cliff Rd Sat - pr car abuse 07/06/14 13 5 0 0 5 100% 5 00:01:00 00:00:00 00:00:00 Newquay Cliff Rd Sat - pr car abuse 16 2 1 15 94% 16

68

MaximumVehicle Waiting Time (for a AverageVehicle Waiting Timea(for AverageVehicle Waiting Time % of% vehicles leaving empty Total PassengerTotal Departures LoadedVehicleDepartures EmptyVehicle Departures Total VehicleTotal Departures No ofNo Vehicle Arrivals Hour fare) fare)

Survey Date

Newquay Manor Rd - pr car abuse 05/06/14 16 1 0 0 1 100% 1 00:02:00 00:00:00 00:00:00 Newquay Manor Rd - pr car abuse 05/06/14 17 2 1 1 1 50% 2 00:02:30 00:02:00 00:02:00 Newquay Manor Rd - pr car abuse 05/06/14 18 1 1 1 0 0% 1 00:01:00 00:01:00 00:01:00 Newquay Manor Rd - pr car abuse 05/06/14 19 0 0 0 0 0% 0 00:00:00 00:00:00 00:00:00 Newquay Manor Rd - pr car abuse 05/06/14 20 1 0 0 1 100% 1 00:02:00 00:00:00 00:00:00 Newquay Manor Rd - pr car abuse 05/06/14 21 0 0 0 0 0% 0 00:00:00 00:00:00 00:00:00 Newquay Manor Rd - pr car abuse 06/06/14 0 1 0 1 0 0% 1 00:04:00 00:04:00 00:04:00 Newquay Manor Rd - pr car abuse 06/06/14 7 1 0 0 1 100% 1 00:01:00 00:00:00 00:00:00 Newquay Manor Rd - pr car abuse 7 2 3 4 57% 7

69

MaximumVehicle Waiting Time (for a AverageVehicle Waiting Timea(for AverageVehicle Waiting Time % of% vehicles leaving empty Total PassengerTotal Departures LoadedVehicleDepartures EmptyVehicle Departures Total VehicleTotal Departures No ofNo Vehicle Arrivals Hour fare) fare)

Survey Date

Newquay Station - pr car abuse 07/06/14 8 2 1 1 1 50% 2 00:04:30 00:02:00 00:02:00 Newquay Station - pr car abuse 07/06/14 9 0 0 0 0 0% 0 00:00:00 00:00:00 00:00:00 Newquay Station - pr car abuse 07/06/14 10 1 1 1 0 0% 1 00:04:00 00:04:00 00:04:00 Newquay Station - pr car abuse 07/06/14 11 1 0 0 1 100% 1 00:01:00 00:00:00 00:00:00 Newquay Station - pr car abuse 07/06/14 12 3 0 0 3 100% 3 00:00:40 00:00:00 00:00:00 Newquay Station - pr car abuse 07/06/14 13 2 2 1 1 50% 2 00:02:00 00:00:00 00:00:00 Newquay Station - pr car abuse 07/06/14 14 1 0 0 1 100% 1 00:01:00 00:00:00 00:00:00 Newquay Station - pr car abuse 07/06/14 15 1 0 0 1 100% 1 00:00:00 00:00:00 00:00:00 Newquay Station - pr car abuse 07/06/14 16 2 0 0 2 100% 2 00:01:30 00:00:00 00:00:00 Newquay Station - pr car abuse 07/06/14 17 2 0 0 2 100% 2 00:00:30 00:00:00 00:00:00 Newquay Station - pr car abuse 07/06/14 18 0 0 0 0 0% 0 00:00:00 00:00:00 00:00:00 Newquay Station - pr car abuse 07/06/14 19 2 0 0 2 100% 2 00:00:00 00:00:00 00:00:00 Newquay Station - pr car abuse 07/06/14 20 1 0 0 1 100% 1 00:04:00 00:00:00 00:00:00 Newquay Station - pr car abuse 18 4 3 15 83% 18

70 MaximumVehicle Waiting Time (for a AverageVehicle Waiting Timea(for AverageVehicle Waiting Time % of% vehicles leaving empty Total PassengerTotal Departures LoadedVehicleDepartures EmptyVehicle Departures Total VehicleTotal Departures No ofNo Vehicle Arrivals Hour fare) fare)

Survey Date

St Austell High Cross St - pr car abuse 05/06/14 6 0 0 0 2 100% 2 00:00:00 00:00:00 00:00:00 05/06/14 13 1 0 0 0 0% 0 00:01:00 00:00:00 00:00:00 05/06/14 14 10 3 3 7 70% 10 00:15:12 00:09:00 00:11:00 05/06/14 15 8 1 1 7 88% 8 00:08:30 00:03:00 00:03:00 05/06/14 16 12 1 1 12 92% 13 00:07:05 00:08:00 00:08:00 05/06/14 17 13 3 3 6 67% 9 01:39:27 01:00:45 03:32:00 05/06/14 18 2 0 0 2 100% 2 00:16:00 00:00:00 00:00:00 05/06/14 19 1 0 0 1 100% 1 02:39:00 02:39:00 02:39:00 05/06/14 20 1 1 1 0 0% 1 00:05:00 00:05:00 00:05:00 05/06/14 21 1 1 1 0 0% 1 00:38:00 00:00:00 00:00:00 05/06/14 22 1 1 1 2 67% 3 00:03:00 00:00:00 00:00:00 05/06/14 23 1 0 0 1 100% 1 07:39:00 00:00:00 00:00:00 06/06/14 0 2 0 0 0 0% 0 03:32:30 00:00:00 00:00:00 06/06/14 1 0 0 0 1 100% 1 00:00:00 00:00:00 00:00:00 06/06/14 6 2 1 1 2 67% 3 00:02:30 00:04:00 00:04:00 St Austell High Cross St - pr car abuse 55 12 12 43 78% 55

71

MaximumVehicle Waiting Time (for a AverageVehicle Waiting Timea(for AverageVehicle Waiting Time % of% vehicles leaving empty Total PassengerTotal Departures LoadedVehicleDepartures EmptyVehicle Departures Total VehicleTotal Departures No ofNo Vehicle Arrivals Hour fare) fare)

Survey Date

St Austell Duke St - pr car abuse 05/06/14 15 3 1 1 2 67% 3 00:06:20 00:17:00 00:17:00 St Austell Duke St - pr car abuse 05/06/14 16 0 0 0 0 0% 0 00:00:00 00:00:00 00:00:00 St Austell Duke St - pr car abuse 05/06/14 17 1 0 0 1 100% 1 00:07:00 00:00:00 00:00:00 St Austell Duke St - pr car abuse 05/06/14 18 3 1 1 1 50% 2 00:14:00 00:03:00 00:03:00 St Austell Duke St - pr car abuse 05/06/14 19 2 0 0 3 100% 3 00:21:00 00:00:00 00:00:00 St Austell Duke St - pr car abuse 05/06/14 20 1 0 0 1 100% 1 00:00:00 00:00:00 00:00:00 St Austell Duke St - pr car abuse 05/06/14 21 1 0 0 0 0% 0 00:52:00 00:00:00 00:00:00 St Austell Duke St - pr car abuse 05/06/14 22 0 0 0 1 100% 1 00:00:00 00:00:00 00:00:00 St Austell Duke St - pr car abuse 05/06/14 23 1 0 0 1 100% 1 00:00:00 00:00:00 00:00:00 St Austell Duke St - pr car abuse 12 2 2 10 83% 12

72

MaximumVehicle Waiting Time (for a AverageVehicle Waiting Timea(for AverageVehicle Waiting Time % of% vehicles leaving empty Total PassengerTotal Departures LoadedVehicleDepartures EmptyVehicle Departures Total VehicleTotal Departures No ofNo Vehicle Arrivals Hour fare) fare)

Survey Date

Newquay Trebarwith Cres - ldg abuse 06/06/14 6 1 0 0 0 0% 0 00:05:00 00:00:00 00:00:00 Newquay Trebarwith Cres - ldg abuse 06/06/14 7 0 0 0 1 100% 1 00:00:00 00:00:00 00:00:00 Newquay Trebarwith Cres - ldg abuse 06/06/14 8 2 0 0 1 100% 1 00:22:00 00:00:00 00:00:00 Newquay Trebarwith Cres - ldg abuse 06/06/14 9 0 0 0 1 100% 1 00:00:00 00:00:00 00:00:00 Newquay Trebarwith Cres - ldg abuse 06/06/14 10 0 0 0 0 0% 0 00:00:00 00:00:00 00:00:00 Newquay Trebarwith Cres - ldg abuse 06/06/14 11 1 0 0 1 100% 1 00:02:00 00:00:00 00:00:00 Newquay Trebarwith Cres - ldg abuse 06/06/14 12 4 0 0 4 100% 4 00:04:00 00:00:00 00:00:00 Newquay Trebarwith Cres - ldg abuse 06/06/14 13 0 0 0 0 0% 0 00:00:00 00:00:00 00:00:00 Newquay Trebarwith Cres - ldg abuse 06/06/14 14 1 0 0 1 100% 1 00:01:00 00:00:00 00:00:00 Newquay Trebarwith Crescent - loading abuse 9 0 0 9 100% 9

73

MaximumVehicle Waiting Time (for a AverageVehicle Waiting Timea(for AverageVehicle Waiting Time % of% vehicles leaving empty Total PassengerTotal Departures LoadedVehicleDepartures EmptyVehicle Departures Total VehicleTotal Departures No ofNo Vehicle Arrivals Hour fare) fare)

Survey Date

St Austell Duke St - loading abuse 05/06/14 17 3 1 1 1 50% 2 00:05:20 00:02:00 00:02:00 St Austell Duke St - loading abuse 05/06/14 18 0 0 0 1 100% 1 00:00:00 00:00:00 00:00:00 St Austell Duke St - loading abuse 3 1 1 2 67% 3

74

MaximumVehicle Waiting Time (for a AverageVehicle Waiting Timea(for AverageVehicle Waiting Time % of% vehicles leaving empty Total PassengerTotal Departures LoadedVehicleDepartures EmptyVehicle Departures Total VehicleTotal Departures No ofNo Vehicle Arrivals Hour fare) fare)

Survey Date

Newquay Fore St - phv abuse 07/06/14 4 1 2 1 0 0% 1 00:00:00 00:00:00 00:00:00 Newquay Fore St - phv abuse 1 2 1 0 0% 1

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AveragePassenger Waiting Time, those MaximumVehicle Waiting Time (for a Numberof people waiting mins6-10 AverageVehicle Waiting Timea(for Numberof people waiting 1-5 mins AveragePassenger Waiting Time in Number waiting 11mins or more Maximumpassenger wait time AverageVehicle Waiting Time % of% vehicles leaving empty Total PassengerTotal Departures LoadedVehicleDepartures EmptyVehicle Departures Total VehicleTotal Departures No ofNo Vehicle Arrivals waitingonly Hour Hour fare) fare) Survey Date

Newquay Cliff Rd - phv abuse 06/06/14 13 1 2 1 0 0% 1 00:03:00 00:03:00 00:03:00 00:01:00 00:01:00 2 0 0 00:01:00 Newquay Cliff Rd - phv abuse 06/06/14 20 2 3 2 0 0% 2 00:03:30 00:03:30 00:07:00 Newquay Cliff Rd - phv abuse 06/06/14 23 1 4 1 0 0% 1 00:02:00 00:02:00 00:02:00 00:01:00 00:01:00 4 0 0 00:01:00 Newquay Cliff Rd - phv abuse 07/06/14 0 1 0 0 1 100% 1 00:04:00 00:00:00 00:00:00 Newquay Cliff Rd - phv abuse 5 9 4 1 20% 5 00:01:00 6 0 0 00:01:00

76 Appendix 2 Stakeholder Feedback Diary

Date Views Chapter Stakeholder Group / Person (latest returned? attempt)

5 Supermarkets Asda, Cromwell Rd, St Austell 20/11 N Tesco Daniel’s Lane, St Austell 20/11 Y Iceland, St Austell 20/11 Y Asda, Cliff Rd, Newquay 20/11 N Morrison’s Treloggan Rd, Newquay 20/11 Y Sainsbury’s, The Whim, Newquay 20/11 Y Post Office, High Cross St, St 20/11 N Austell Plus 2, St Austell 21/10 (N) Nile’s Coffee Corner, St Austell 21/10 Y St Austell Community Kitchen 21/10 Y Bits and Bobs, St Austell 21/10 (N)

5 Hotels White Hart Hotel, St Austell 20/11 Y Travelodge, Pentewan Rd, St 20/11 Y Austell The Cornwall Hotel, Spa and 20/11 Y Estate, St Austell Elliot Hotel, Newquay 20/11 Y Great Western Hotel, Newquay 20/11 Y Atlantic Hotel, Newquay 20/11 Y

Restaurants The Grill, St Austell 20/11 Y Frankie and Benny’s, St Austell 20/11 Y Prezzo, Trinity St, St Austell 20/11 Y Frankie and Benny’s, Newquay 20/11 Y Bunter’s East St, Newquay 20/11 Y Newquay Meadery 20/11 Y

5 Night clubs Bertie’s night club, Newquay 20/11 N Fosters Night club, Newquay 20/11 (N) Sailor’s Night club, Newquay 20/11 N The Club, St Austell 20/11 N

5 Hospital PALS Cornwall / NHS Trust Various N

5 Disability representatives Disability Cornwall 6/14 (Y) 77 5 Rail Operators First Great Western 6/14 Y

5 Police Cornwall Constabulary 6/14 N

Councillors, parish and local 5 councils (via formal channel) Various 6/14 Y

Hackney carriage and private 6 hire trade Representatives at inception Y meeting Via letter / questionnaire – all Y trade

Note (N) – advertised phone number not available when called

78