Our Environment We used just over 8.5 million litres of Greener diesel fuel last year, at an average of 7.7 miles per gallon. We are working Stagecoach & South Smarter Travel hard to reduce fuel consumption Bus Depot East Lancashire Road through technical measures and all L11 0BB www.stagecoachbus.com

The system not only allows drivers to monitor their own performance, but also highlights wider issues that we can target as a company to improve Customer Comments and Suggestions driving standards. Tel. 0151 330 6200 email. [email protected] All our eet runs on low sulphur diesel, with a high-tech additive to reduce pollution and improve fuel consumption. Twelve of our buses at Gillmoss depot are trialling a 30% bio-diesel fuel mix, which is providing The Bus Appeals Body a comparison with other buses to determine performance and economy c/o Bus Users UK improvements against standard diesel fuel buses on similar work. Vehicle PO Box 119 engines must meet increasingly tough emissions regulations, with all new Shepperton TW17 8UX at least the Euro 3 standard. We recycle most of our waste, such as paper, litter, used oils, lters, Bus Users UK is an independent group formed to give bus passengers a voice. batteries, parts etc. We also recycle the water that we use to wash our buses every night. Nationwide Bus Times Key Facts 2012/13 syenruoj regnessap noillim 1.43 noillim regnessap syenruoj 14.34 million miles operated deyolpme ffats 5511 ffats deyolpme Annual Report 314 vehicles May 2012 - April 2013 99.2% service reliability 92.7% service punctuality

MERSEYSIDE AND SOUTH LANCASHIRE MERSEYSIDE AND SOUTH LANCASHIRE Our key measure of performance is the reliability and punctuality of our About Us services. In the past year we operated 99.2% of our scheduled services, with Our Fares a 0.35% Failure due to internal reasons and 0.45% due to external reasons, and South Despite signi cant cost increases to fuel, pay, insurance and materials, we such as congestion, diversions, etc. We monitor our services for punctuality Lancashire provides local bus services in have managed to hold back fares as much as possible. During April 2013 and 92.7% of our services operated within ve minutes of their scheduled Lancashire, Merseyside, West & we raised most fares across our operating areas in the order of time; trac congestion, road incidents and special events being the main approximately 5%. Upon our purchase of the former First Bus operations Chester and parts of Greater Manchester. sources of delays. We continue to seek improvements by rescheduling Our aim is to provide safe, reliable, punctual, clean and comfortable services, making better use of our supervisory sta and lobbying local services with a good value for money range of tickets and fares. highway authorities. We have since further reduced the prices of single tickets in those areas This annual report covers the year from May 2012 to April 2013. Many of our services are run in partnership with , Lancashire market. County Council and Cheshire West & Chester Council, with whom we work We carried a total of 34.1 together to improve and invest in the local bus network. million customers on our buses over the year, We have been heavily involved in the Liverpool ‘Quality Bus Network’, in Our Fleet which is an increase of Our Customers 3.4% over the previous conjunction with Merseytravel and , whereby timetables and ticketing We operate a eet of 404 buses, of which we replaced 27 over the past year, year, but includes our We received a total of 1,475 customer era devorpmi dna detanidro-oc no emos fo eht tseisub srodirroc ni loopreviL with a total investment of over £4 million. 96% of our eet is now low new customers from the complaints about our services. That equates & Wirral. oor, to provide easy access for the elderly, disabled and customers with recently acquired former to one complaint per 23,119 journeys made. First Bus businesses in buggies and wheelchairs. Chester & Birkenhead. We comply with our strict industry code of practice and every complaint is logged, All of our vehicles are inspected by our engineers at least every three weeks and maintained to much higher standards than the legal minimum, to ensure investigated and action taken to avoid All our drivers safety and comfort. Every vehicle is cleaned daily. repetition of the problem wherever possible. We are a major local employer in the areas we serve, undertake CPC with over 910 drivers, 180 engineers and cleaners and training every year. around 65 supervisors and managers; all based locally. We may be part of a large international group, but we Our Achievements are locally focussed. During the year, we purchased the under-performing bus operation of First Group plc, based in Birkenhead, Chester and Wrexham. We have Our Services part of fabric of local life. We continue to invest heavily bring them into the Stagecoach way We operated a total of 14.34 million miles over the year, which was of working and to ultimately virtually unchanged over the previous year. Like many businesses, we provide a better service to our undertake at least one full day training each year. customers. We are pleased with

government spending cuts and have focussed closely on matching Our engineers are all skilled workers and we employ 3 the progress so far. apprentices to provide skills for the future. Our supervisors our costs to revenue, such that we can continue to provide as full a service as possible to our customers. for their various professions.