impact report 2018 bolder vision, broader impact welcome to our impact report

2 Dear colleague Our purpose holds to create new expectations of what good business At HCT Group, social impact is the means. I have talked and written at length beginning and the end of what we do; about moving on from the ‘Robin Hood’ the reason we exist. We believe that model of , whose understanding our impact, measuring impact rests on profit reinvestment it rigorously and then sharing what we alone. We have talked of an idea of have found is an indivisible part of the ‘total impact’ – our long-held ambition impact itself. This report, through our to re-imagine the services where we data, our research and our stories, aims earn our revenues, using these as to show the difference we have been engines of social change in and of making in our communities over the themselves – public services delivered past 12 months. for public benefit. HCT Group is often held up as an For the first time, we have made example of social entrepreneurship – sufficient progress in this endeavour we are applauded for our growth to to share our achievements in our scale, our impact and our innovation. impact report. We will talk in this report I welcome the recognition that this of our work using a Social Impact Bond gives to our teams up and down the to free children and young people country, each working ceaselessly to with special educational needs and make a difference to people’s lives. (SEN) from a lifetime If we can also inspire others to create dependent on specialist transport. change – or use any of the influence We will talk about our pioneering project we might have gained in support of that trains ex-offenders as the broader community transport or red bus drivers. We will talk about a social enterprise movements – then we merger strategy with other community are always willing to stand at the front. transport operators that makes both we must ask And yet, speaking personally, I cannot business sense and preserves these ourselves, always, shake a sense of the most urgent disquiet. organisations’ crucial social impact. what more is it in our We live in a world where loneliness and Though we may only be in the foothills power to do? social isolation blights the lives of older of where we need to be, by focussing and disabled people, where people relentlessly on increasing our social in our communities are left behind in impact in each and every dimension poverty and unemployment, where of our work, I believe we are moving in ex-offenders are more likely to re-offend the right direction. than to get a job and lead happy and productive lives. The list goes on, with vulnerable and marginalised people Best wishes unable to lead the lives they want. Dai Powell OBE Even though each service we provide Chief Executive makes a real and vital difference to HCT Group people’s lives, it is not enough, not nearly enough. We are in the merest foothills of where we need to be. We must ask ourselves, always, what more is it in our power to do? This, I think, is the very heart of social entrepreneurship. measuring impact

As a social enterprise, HCT Group 3 exists to make a difference in our communities through transport and training. We deliver a wide range of transport contracts, reinvesting profits into community services in line with our mission. We also provide contracted services for work that is, in and of itself, socially beneficial. We believe that it is not enough to simply assert that we have made a difference. We have a clear responsibility to prove that this is true. We do this each year by measuring and reporting our social impact – the positive change made to people’s lives as a result of what we do.

creating change contents To understand the difference we make, we conduct detailed research with our Welcome to our impact report 2 service users – seeking to understand the outcomes of our work – what might Measuring impact 3 have changed in their lives as a result Our year in business 5 of our services. Our social mission 9 To measure these outcomes in a rigorous manner, our research applies the Big What we do 12 Society Capital (BSC) outcomes matrix – Access to local facilities 15 a model of how to look with clarity at complex social impacts in a way that Physical and mental health 21 establishes some shared approaches for their measurement. Family, friends and relationships 25 Citizenship and community 29 continuous improvement , training and 33 Good practice in social impact A focus on total impact 39 measurement is constantly evolving. As a consequence, we continuously Broadening impact 42 review our approach to ensure an ever Income and financial inclusion 45 better window onto the change we have made. Each year, we revise our methods Conservation of the natural environment 49 in three ways: Promoting safety 51 ppexploring what new practice in impact reporting we can usefully implement Staying accountable 53 ppongoing work to improve our data Our social impact scorecard 54 accuracy across all regions and services ppapplying what we have learned to improve our research questions. 4 our year in business

At HCT Group, we understand our business in 2 017/18 5 that all of our social impact is made HCT Group has seen dynamic growth possible by being a vibrant, successful in 2 017/18, with turnover increasing business – the ‘enterprise’ part of social from £49.57m in 2 016 /17 to £62.90m, enterprise. Whilst the rest of this report 3 0 .1 m growth of 26.9% – expansion by over explores the delivery of our social a quarter in the past year. This growth mission, this section sets out the has been driven by the full-year impact commercial performance that enables it – of new (TfL) our year in business. HCT Group provided red bus routes – Routes W 11 , W16 and 30.1 million passenger trips 397, the full-year impact of our SEN in 2 017/18 about our business transport contract for the London Borough of Wandsworth, the start HCT Group is in the transport business. of our SEN transport contract in the We compete successfully in the market London Borough of Hammersmith, for transport contracts, often against the part-year impact of our merger with the global giants of the bus industry. Community Transport We operate a fleet of 732 vehicles from 26.9 % (MCT) and growth in our operations in 13 depots with 1514 staff and safely deliver both and . HCT Group over 30 million passenger journeys on our turnover grew by 26.9% in 2 017/18 buses every year. Our track record spans: increasing profit red bus services We deliver 13 London red bus routes HCT Group has also seen a significant under contract to TfL. growth in profit, recording a trading surplus of £705k 1 in 2 017/18 as mainstream bus services compared to £457k in 2 016 /17 – We deliver the bus services in Jersey 54.3% a 54.3% increase in our profit. and Guernsey and contract bus services HCT Group in Bristol, and Manchester. In a highly positive development, profit grew by54 .3% our growth in profit is close to double school/college transport in 2 017/18 the rate of our increase in turnover. We deliver both mainstream and This is due to increasing the effectiveness special educational needs (SEN) school of our operations and the emerging transport up and down the country. 1211 benefits of our growth – increasing economies of scale. 2 016 /17 We also deliver contracts for services closely aligned to our social mission: 1514 adult social care transport 2 017/18 We have a strong track record in number of HCT Group delivering adult social care transport employees grew by 25.0% of all types. in 2 017/18 Dial-a-Ride We deliver a range of contracts 625 providing demand-responsive transport for local authorities. 2 016 /17 travel training 732 We provide training to enable young 2 017/18 people with SEN to travel independently HCT Group fleet grew by on . 1 17.6% in 2 017/18 innovation and novel solutions As our published accounts show, our We provide a huge range of novel and merger with Manchester Community Transport brought an additional, largely bespoke transport solutions to meet the technical, P&L benefit. However this needs of specific commissioners. has been cancelled out by exceptional items and turnaround costs associated with the merger. 6 set for the future new horizons HCT Group’s main business is in the In June 2018, HCT Group successfully delivery of longer-term transport completed a new landmark fundraising contracts won by competitive tender. round, raising a £17.8m investment to This has the advantage of giving good finance the next phase of our growth. visibility of the year ahead. We have The deal not only provides the working again posted a very strong business capital needed to enable growth, but development performance in 2 017/18 also supports a bolder set of options. that indicates significant, profitable Building on our extensive track record growth in 2018/19. of mergers with community transport In a genuinely exciting development, operators, HCT Group is currently we have been named as the operator of actively pursuing acquisitions of the m1 route on Bristol’s new Metrobus commercial bus operators – buying network, operating the service as a bus companies with a view to turning subcontractor to them into social enterprises. This will from January 2 019. This is a significant enable us to move beyond the confines development beyond the security of organic growth for the first time, it provides for our Bristol operation – quickening our rate of expansion. this type of subcontract is a landmark Our focus on continued growth comes agreement for the bus industry, 44.0 at a time of expanding opportunities. highlighting HCT Group’s ability to 2 015/16 With the Bus Services Act passed work effectively in partnership. 49.6 into law, commissioners have a much We have also successfully tendered broader set of options to improve 2 016 /17 for three additional TfL red bus routes – services for public benefit. Whilst 62.9 Routes D6, N550 and N 5 51. Each Manchester is setting the pace in terms 2 017/18 contract starts in September 2018 and of bus franchising – which places our HCT Group turnover runs for up to seven years, providing merger with MCT in its strategic context – in £m a strong platform for future growth. we are also seeing early signs of other authorities now emboldened to look We will also see the impact of our at the kind of partnerships at which community transport mergers – in HCT Group excels. both financial and social mission terms. This includes the full-year impact of the As phase 1 of our Social Impact Bond MCT merger in October 2 017 and the for Independent Travel Training is impact of our merger with CT4TC (now rolled out, we are already at work on 705 Derbyshire Community Transport) in the phase 2, exploring participation with first days of the2018 /19 financial year. a number of authorities. With each authority that signs up, this contention 457 A further exciting development in 440 is confirmed that our approach is high 2018/19 is the full rollout of phase 1 of impact, entirely scalable and financially 17 16 our Social Impact Bond for Independent 18 / / / sustainable for our commissioners, Travel Training, with two projects our social investors and ourselves. 2 017 2 015 2 016 already underway in Lambeth and HCT Group profit Norfolk and another, in Surrey, recently As we combine strong current growth in £000k commissioned. with excellent future prospects, we believe that we can continue to expand our enterprise – and with it our social impact. our scale of operation 341 267 91 28 single decker buses double decker buses cars and vans

5 coaches

1514 employees 8 our social mission

HCT Group exists for an explicit access matters 9 social purpose. Our mission is: We live in a world where the more To enhance people’s lives, provide vulnerable you are, the greater the opportunities and bring people and barriers to access you face. A disabled 1.2m communities together through transport person travels just over half (57%) the and training. distance per person per year when compared to a non-disabled person – We are relentless in pursuit of our 4,245 miles versus 7,670 miles.1 A full 1.2 million older people social mission. It shapes everything quarter (25%) of people with disabilities report suffering from we do – from our strategic approach report difficulties with any type of trip.2 chronic loneliness 3 to our day-to-day concerns – seeking to These figures represent a substantial maximise the good that we do. diminishment of disabled people’s lives – opportunities missed, friendships eroded, transport makes a difference leisure foregone, horizons closed off. We believe in the power of transport According to Age UK, there are 1.2 million to take down the barriers to access for chronically lonely older people in the

670 3 , the most vulnerable in our society. This UK. A shocking 85% of disabled adults 7 is no overstatement – transport is the aged 18 –34 also feel lonely.4 We know means by which the most marginalised more each year about the health impacts can access jobs, education, healthcare – of loneliness and isolation, with proven 245 , links to heart disease, blood pressure, 4 or even the simple freedom of getting out and about. This is a truth too often stroke, dementia and depression. overlooked, something many take for Loneliness is lethal, but supporting miles travelled granted, yet central to our quality of people to get out and about saves lives. disabled people travel everyday life. Poor access to employment also blights 45% fewer miles per year lives. Young unemployed people are than non-disabled people 1 not just transport twice as likely to suffer mental ill health compared to younger people in work.5 We also believe in the impact of access unemployed to opportunity – providing training for So access matters. By providing people who are long-term unemployed transport for older and disabled people and creating jobs in areas of high and training for people who are 2 economic and social deprivation. long-term unemployed, we can make a real difference. Each journey we provide for an older or disabled person is a positive change – an opportunity to see friends or family, feel part of a community, to access services, retain a sense of freedom and 1 independence or just to get out of the mental ill health Department for Transport (2 016) National travel survey: and house. We can use transport to connect young unemployed people travel: 2007–2 014 factsheet, ONS people with others. Each Learning Centre are twice as likely to 2 graduate who finds work, escaping suffer mental ill health Department for Transport (2 017 ) when compared to long-term unemployment, gains not just Disabled people’s travel behaviour and younger people in work 4 a livelihood but also health and esteem attitudes to travel benefits and better life chances. 3 www.ageuk.org.uk This is why we do what we do. Transport 4 and training are rarely the whole answer, www.scope.org.uk but they are vital components of how we 5 Henderson M (2 017 ) Economic activity address our most pressing social issues. and health – initial findings from the Next Steps Age 25 Sweep, Centre for Longitudinal Studies 10 planning for impact income and financial inclusion The extent to which our actions as an To plan our services and understand employer and purchaser have an impact our impact, we systematically examine in their own right. our approach using our theory of change, first introduced in2 014. This involves conservation of exploring the link between: the natural environment The extent to which our actions as a ppan activity we do provider of public transport have had eg providing a community bus for a positive environmental impact. older people ppwith our outputs eg passenger trips to a local how we measure our impact supermarket The passenger trips that provide our ppto our desired outcomes outputs are tracked through our booking eg people can access the services and logistics systems and collated they need to live as independently to monitor our impact every month. as possible. Each year, we review our data collection methods to improve our accuracy. To make this assessment of our impact Our outcomes are measured using as rigorous as possible, we use the a rolling annual cycle of focus groups comprehensive outcomes matrix and user surveys, with survey questions developed by Capital. continually under review to gain a deeper In this system – and as set out in our insight into our impact. theory of change opposite – the key areas Our Learning Centre data is gathered of impact we are seeking are: for returns to our partners such as the access to local facilities Education and Skills Funding Agency, The extent to which our services are colleges and others. supporting their users to live as Environmental data is collected and independently as possible and to have analysed as part of our day-to-day the ongoing support needed to maintain transport operations and economic data their independence. is generated by a monthly analysis of physical and mental health payroll and supplier information. The extent to which our services are supporting their users to maintain a sense of physical and mental wellbeing. family, friends and relationships The extent to which our services are supporting their users to have a positive social network that provides love, belonging and emotional and practical support. citizenship and community The extent to which our services are supporting their users to be active citizens and feel a part of their community. employment, training and education The extent to which our Learning Centre supports its learners into employment, education or further training. our theory of change

activity output outcome 11

individual transport access to local facilities Service users are able friends and family to live as independently Service users meet as possible, and have the regularly with friends and health services ongoing support to maintain family. Service users have access their independence. to local health services (eg doctor, hospital, chemist). physical and mental health non-health services Service users have a sense group transport Service users have of physical and mental access to non-health community activities wellbeing. support services Service users attend (eg day centres). cultural, sport, recreational and faith-based events and family, friends and activities. relationships facilities Service users have a positive Service users have social network that provides access to local facilities employment and love, belonging and emotional including shops, education practical support. travel training post office, bank, Service users have access council services. to employment, training and education. citizenship and community soft skills Service users are active Learning Centre students citizens and feel part of the develop the necessary CO2e emissions community. soft skills and attitude Reduced by individuals through education trained to drive in an and training. environmentally friendly manner. employment, training Learning Centre and education qualifications Learning Centre alumni are Learning Centre students in employment, education or gain professional car journeys saved further training. qualifications through Through group transport education and training. member travelling together. income and financial inclusion suppliers Our actions as an employer organisational Spend with suppliers in and purchaser have an impact employees behaviour disadvantaged areas. in their own right. Job creation and remuneration in areas of disadvantage. conservation of the natural environment Our actions as a provider of public transport have had a positive environmental impact. mission enhance people’s lives, provide opportunities and bring people and communities together through transport and training what we do

12 In addition to our commercial work, Bristol London 13 HCT Group provides high social impact Bristol community bus Capital Call services across the country. 30,334 18,674 Bristol, Leeds, London and Manchester London, Bristol and Leeds passenger trips passenger trips in 2017 18 group transport community car schemes in 2017/18 / Bristol Community Transport provides a Capital Call connects people with mobility range of community bus services. These difficulties to quality-assured minicabs 121,604 2,96 4 connect older and disabled people in in those parts of London where regular passenger trips passenger trips different parts of the city with a variety black taxis are scarce. It was developed in in 2017/18 in 2017/18 of essential local services. The routes are partnership with Transport for London as a flexible, collecting service users from their means of supplementing the London-wide We have been providing subsidised, We provide a variety of community car doors and varying drop-off points – really Taxicard scheme. accessible minibuses for community groups services across our regions, each designed meeting individual needs. since our inception in 198 2 – our group to meet a particular community need. Bristol transport service. The community groups Community Transport provides a self-drive community car schemes that travel with us are wonderfully diverse, car club service, ensuring wheelchair users London each with a story to tell, each creating and their families can get out and about – group transport London their own social impact through their as well as a regular community car service Learning Centre work – providing services and bringing for trips in and around the city. Leeds community bus Route 812 people together. In Leeds, we provide YourCar – an accessible group transport 178 By providing transport, we are a part of community car service aimed at those 18,9 78 unemployed people these stories, contributing to their social who find public transport difficult to use. Manchester who successfully gained jobs impact and supporting them to make a In south London, we provide a community car passenger trips in academic year 2016/17 difference. Most of the groups we serve service for disabled post-16 learners, taking in 2017/18 have little or no other means of getting their them to college. Route 812 is a timetabled ‘hail and ride’ Our Learning Centre’s primary goal is to members out and about. bus route in Islington focussed on the support people who are unemployed in building the skills and confidence to move In 2 017/18 we have continued our needs of older and disabled people – into sustainable employment, creating a joinbookdrive project in Bristol, Leeds and but open to all – connecting them with the Bristol and London step change in their life chances. London. In a UK first for group transport, key services, shops, doctors’ surgeries and minibuses are parked on-street in convenient Dial-a-Ride Bristol community bus day centres that they identify as important. locations for community groups, booked Described as a ‘lifeline’ by its service online and opened with smartcards. community car schemes users, Route 812 is funded by the London 132,460 Borough of Islington, Transport for London London Dial-a-Ride and by profit reinvestment from our passenger trips ScootAbility commercial contracts. in 2017/18 group transport We provide the complete Dial-a-Ride Bristol 921 service for the city of Bristol, ensuring that passenger trips older and disabled people can get out in 2017/18 and about around the city. We also deliver Dial-a-Ride services on behalf of Transport Mobility scooters and powerchairs provide for London from two London depots, London users with greater independence, improving making use of everything we have learned their quality of life – but they are expensive Capital Call about accessible transport to meet the and often impractical to store at home. ScootAbility, developed in partnership needs of more people in our communities. community bus Route 812 with the London Boroughs of Camden community car schemes and Islington, enables members to borrow scooters or powerchairs for free – and we Dial-a-Ride deliver and collect the vehicles directly to and from service users’ homes. group transport

Learning Centre

ScootAbility 14 access to local facilities

access matters what we do 15 All too often, we take our ability to HCT Group provides a huge range overcharged for taxi access services for granted. Getting to of transport options to connect people two out of three the shops, the post office, the doctors’ with the services they need. surgery or the hospital are all a part of wheelchair users say they We provide community buses, have been overcharged living modern life. Yet many older and Dial-a-Ride services and community cars, for a taxi or private hire disabled people face significant barriers all aimed at the most vulnerable in vehicle because of their to doing the things we do every day – two 1 our society who find public transport wheelchair thirds of wheelchair users say they have difficult to use. been overcharged for a taxi or private hire vehicle because of their wheelchair.1 We also provide minibuses for community groups that share these This goes far beyond mere inconvenience. objectives. The groups we work with An issue with transport is the second provide access to a enormous variety of most common reason for a disabled activities – from encouraging youth person to state they have an unmet participation in sport to providing high heath need – and a severely disabled quality day centres for older people.

3 person is 4.3 times more likely to say that . 4 they have an unmet need due to issues with transport than a non-disabled person.2 Amongst older people, almost a quarter (24%) felt that there was no form of public transport which would get them or a loved one to their hospital appointments on time.3 You can have unmet transport need the best public services possible, but why service users who completed it makes no difference if people can’t a severely disabled our survey said they use us get to them. person is 4.3 times more likely to say they have It’s also not just about healthcare. 45% 2% an unmet need due to Among the over 80s, less than 55% issues with transport than report finding it easy to travel to a 35% a non-disabled person 2 post office, a supermarket or a hospital.4 going to shops, post office, bank, council, etc Poor access to transport is cited by the 23% APPG on Hunger 5 as a significant factor 28% in the plight of up to 1.3 million older 24% people estimated to be malnourished attending day centre, lunch club, etc or at risk of malnutrition. 7% Providing transport that enables 41% vulnerable or marginalised people 15% to access essential services can help to going to cultural/sport/recreational/other activities address these issues. 10% 0% 8% accessing health services 9% 2% 7% meeting with friends and family

individual transport

group transport

all services 16 our impact outcomes reported by service users who completed our survey We explore our impact with service users using booking data, focus groups 61% and surveys. In 2018 our survey data 27% revealed that accessing basic services 54% that most people take for granted – access to shops, culture, religion, doctors % improved going to the shops, post office and so on – was the single most common use 60% 61% of our transport, representing 35% of 19 % all trips. This figure rises to45% for users 52% of our individual transport services, independence % improved showing how important these are for 57% improved access providing access for vulnerable people. 17 % 61% of HCT Group A further 24% of survey respondents use 49% individual transport users our transport to access services at day confidence % improved who completed our survey said their ability to centres, with 8% of individual transport access local facilities users directly accessing healthcare. individual transport had improved Our services have made a real difference. group transport Survey data shows that 54% of our service users who completed the all services survey feel that their access to shops, healthcare, culture, sport, and recreation 60% activities has improved – a figure that jumps to 61% of individual transport users. This translates into positive more independence changes to people’s lives, with 60% of individual transport users saying their 60% of HCT Group individual transport users independence had improved and 57% said their independence saying their confidence had improved had improved as a result of using our services.

57%

confidence improved 1 Papworth Trust (2018) 57% of HCT Group Facts and figures2018 , individual transport users disability in the United Kingdom said their confidence 2 had improved Sakellariou D, Rotarou ES (2 017 ) Access to healthcare for men and women with disabilities in the UK: secondary analysis of cross-sectional data, BMJ Open 3 Age UK (2 017 ) Painful journeys: in-depth policy report 4 ILC–UK (2 015) The future of transport in an ageing society 5 APPG on Hunger (2018) Hidden hunger and malnutrition in the elderly Tracey ’s stor y

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61% 27% 54% access to shops, culture, religion, doctors % improved 60% 19 % 52% independence % improved 57% 17 % 49% confidence % improved individual transport group transport all services

getting to college with our ‘If I had to get public transport to the Dial-a-Ride service in Bristol campus it would mean taking two buses each way and a total of four hours going to my course Tracey has been using a wheelchair travelling. Dial-a-Ride means I get gives me freedom since she was six years old as a result a door-to-door service which takes and independence of cerebral palsy and hydrocephalus. 20 minutes each way. as well as giving me Her early years were spent in a number ‘It’s also a social thing, I’ve met other the opportunity to get of boarding schools for disabled young people on the who I have to know a wide range people which she found frustrating and become friendly with and it’s also of students left without any qualifications. For the lovely to hear about the driver’s news… last two and a half years Tracey has been we have a real laugh on the bus. using the Bristol Dial-a-Ride services to attend City of Bristol College where ‘Going to my course gives me freedom she is studying for a level 2 qualification and independence, as well as giving me in British Sign Language, having already the opportunity to get to know a wide achieved level 1. range of students. Tuesday is college day and it provides me with a routine and ‘I got into learning late in life,’ explains structure and I feel I’ve achieved a lot Tracey. ‘I’d even escaped in my wheelchair from going. My tutor said to me “You are from one of the boarding schools I was much better than you think you are” sent to when I was younger. and this makes me feel positive and has improved my self-esteem.’ Bramley Elderly Action

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from tea dances to Tai Chi for ‘Access to gentle exercise is also really older people in Leeds important, not only for people’s health, but also the positive change it makes our members go to ‘You don’t want age or disability to be to people’s outlook.’ lunch clubs, exercise a barrier to living your life,’ said Rebecca Bramley Elderly Action, which supports classes, tea dances, Durrant, Transport Worker at Bramley older people in Bramley, Swinnow and outings and trips, Elderly Action. ‘Our focus is on tackling parts of Stanningley in West Leeds social activities – social isolation and loneliness amongst and OWLS, which supports older there’s even Tai Chi older people. people in Headingley, Hyde Park and ‘Bramley Elderly Action and our partner parts of Kirkstall in North West Leeds, organisation, Older Wiser Local Seniors use joinbookdrive minibuses from (OWLS), provide access to a huge variety Leeds Alternative Travel (LAT) to of services. Our members go to lunch transport their members to their wide clubs, exercise classes, tea dances, variety of activities. They are among outings and trips, social activities – the 35 Neighbourhood Network there’s even Tai Chi. They also attend Schemes that support older people particular groups – for example, we have throughout Leeds. a men’s day that aims to recreate the ‘OWLS originally had their own transport,’ social contact of a pub, but without the explains Rebecca. ‘But when their bus alcohol – darts and dominos and so on. was damaged by flooding two years ago, ‘You can see the impact that these they turned to LAT to make sure their services have on people, it’s so important members could still have access to to still feel part of everything, not to be services. We rely on LAT to get the older isolated and stuck in your home. For people of Headingley to their groups.’ our wheelchair users, you can see how important it is just to go out, even just the drive, speaking to someone new, it just lifts them up. 19 20 physical and mental health

access matters our impact 21 stress

anxiety Loneliness and social isolation are In 2018, our impact research has shown now recognised as significant issues that a clear majority (53%) of our service depression with a profoundly negative impact on users feel that their ability to get out physical and mental health. A lack of and about has improved, rising to transport can exacerbate this – with 59% of our individual transport users. 49% + 58% 29% of people who have limited access Our individual transport services are 62% + + to transport saying that they always or also having a genuine impact on users’ lonely disabled people often feel lonely.1 health and wellbeing – with 53% saying they felt heathier as a result, with half chronically lonely Helping people to get out and about (50%) saying they felt more satisfied with working age disabled makes a difference. Amongst older people report mental life and 47% felt better able to cope people, just getting out of the house health consequences 5 with life’s ups and downs – a reasonable every day has been shown to significantly proxy for asking about people’s resilience reduce the risk of an early death,2 yet and mental health. 9% of older people feel trapped in their own home.3 Older people are not the only group to face the health issues caused by isolation. Nearly half (45%) of all working age disabled people are chronically lonely.4 As a consequence, a significant proportion of these chronically lonely disabled people report health issues: 53% depression (62%), anxiety (58%) and stress (49%).5

feeling healthier what we do outcomes reported by service users who completed our survey 53% of HCT Group Each one of our individual transport individual transport users services – from community buses to who completed our survey 59% scooter loan schemes – aims to help said they felt heathier 31% as a result people get out and about, bringing 53% them together. These help to address get out and about % improved social isolation, tackling some of the underlying causes of poor health 53% and wellbeing. 28% 48% Our group transport service also feeling healthy % improved plays its part, providing transport for community groups that seek to address 50% these issues – either directly through 25% access to healthy living activities, sport 45% and exercise, or indirectly through life satisfaction % improved addressing isolation and loneliness. 47% 21% 1 3 42% Kantar Public (2 016) by Co-Op Age UK (2 014) Evidence review: coping with life’s ups and downs % improved and British Red Cross, Trapped in loneliness in later life a bubble: an investigation into 4 individual transport triggers for loneliness in the UK www.scope.org.uk 2 5 group transport Jacobs JM et al (2018) ibid Frequency of leaving the house all services and mortality from Age 70 to 95, J Am Geriatr Soc, 66 One Trust

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LaSCoT brings service users from ‘For everything we do, we ask ourselves their homes to the centre “Will this improve our service users’ wellbeing and quality of life?” we ask ourselves ‘We exist to give our service users Each one of our service users has a ‘will this improve a better day,’ explains Julia Rocks, person-centred plan, developed with our service users’ Complex Needs Manager at One Trust. them and their advocates – people need wellbeing and quality ‘We offer fun, engaging and personalised to be in control. Each plan is tailored to of life? day services for adults with learning the individual, focussed on setting goals disabilities. around improving wellbeing and quality of life – with access to the community, ‘At our centre, we can provide a huge to healthcare, to opportunities and to range of activities and essential meaningful activities. services – music, physiotherapy and access to healthcare; there’s a great ‘We measure our impact and we know sensory room too. Equally important that this approach makes a real difference are our trips and excursions. We have to people’s lives. Without the service, a strong independence agenda and our service users would be stuck at we want our service users to be able home, under-stimulated, with all of the to access the community – mainstream negatives that brings.’ services like leisure centres, museums LaSCoT, HCT Group’s operation in and other venues. south London, provides transport for One Trust, bringing service users from their homes to the centre – and providing the transport for trips out into the community. ‘Transport is a vital component of the service we provide,’ continues Julia. ‘Without it, it would be very difficult to run our service at all.’ Marion’s story

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accessing healthcare with ‘Then searching online I found Bristol Dial-a-Ride Dial-a-Ride – I could request rides to hospital for appointments, shopping trips searching online Marion has been using the Dial-a-Ride and going into town to meet friends… I found Dial-a-Ride… service from Bristol Community I can say in all honesty it transformed I can say in Transport for the past two years my life. Not only has it given me back all honesty it to attend hospital and dental my independence, but has made me transformed my life appointments. She also uses the service so much better off financially – I cannot to shop at the local supermarkets. access public transport so my alternative Getting a taxi to her monthly or twice would be taxis. monthly appointments at Southmead ‘One of the biggest benefits of Hospital was costing Marion £60 for Dial-a-Ride is that it helps to ease the a round trip. loneliness many elderly people feel by ‘In March 2 016 my husband Derek died taking them back into the community. after a short illness,’ explains Marion. I also belong to the personal car scheme ‘We had a good life – holidays, trips out and have used that twice to go to in our car, shopping, visiting friends family weddings.’ and so on, but when he died all that died with him. My grandsons helped by taking me shopping at weekends, but that wasn’t fair on them or me. 24 family, friends and relationships

access matters our impact 25 Mon Tues Weds Thurs Fri Sat Sun Keeping in touch with our friends and Our impact research has shown the 0.5m family makes a real difference to our extent to which we are connecting friends wellbeing. Research has shown that the and family. In 2018, 47% of all service users stronger your friendships, the longer who completed our survey said that their you are likely to live – with friendships ability to be sociable – able to physically 0.5m becoming ever more impactful on meet with friends and family, go out health as we age.1 This means access for coffee, etc – had improved as a over 60 and alone to friends and family goes far beyond result of using our transport. This figure a simple measure of quality of life, yet rises to 53% for users of our individual half a million people over the age of 60 usually half a million people over the age of 60 transport services. usually spend every day alone, with nearly spend every day alone, If we are bringing people together, with nearly half a million half a million more usually going at least have we seen the broader outcomes more usually going at five or six days a week without seeing or for vulnerable people from that? least five or six days a speaking to anyone at all.2 week without seeing or Our research reveals that exactly half speaking to anyone at all 2 Younger disabled people are also (50%) of our service users said that their cut off from the social lives they want. feelings of connectedness to others had Almost half (45%) of learning disabled improved as a result of our transport. adults aged 18 –35 do not think they Most importantly, 45% of service users spend enough time with friends – and said that they now felt less lonely, rising almost 1 in 3 (30%) spend less than one to 51% of individual transport users. hour outside their home on a typical Our services are directly helping to Saturday.3 Almost all (92%) parents of tackle loneliness and isolation, making disabled children felt that their child did a real difference. 51% not have the same opportunities to play as their non-disabled peers.4

less lonely what we do outcomes reported by service users who completed our survey 51% of HCT Group HCT Group provides services that individual transport users bring people together, supporting our who completed our survey 53% passengers to visit those who matter said their loneliness 27% had decreased most to them. Individual transport, like 47% our community buses, provides both being sociable % improved a way to reach old friends and a place to meet new ones. Our group transport 55% service enables community groups 28% working to address social isolation and 50% loneliness to help people feel connected feeling connected to others % improved to others. Independent Travel Training 51% enables young people with SEN to do 20% more than just get to school – it helps 45% them to catch up with friends and lead feeling less lonely % improved active social lives. individual transport 1 3 Chopik W (2 017 ) Associations Jo Cox Commission on Loneliness group transport among relational values, support, (2 016) ‘Someone cares if I’m all services health, and well-being across not there’, addressing loneliness the adult lifespan, Personal in disabled people Relationships, 24:408–422 4 2 Sense UK (2 016) Making the case TNS polling for Age UK, for play: findings of the Sense November 2 016, Sample of 2,241 Public Inquiry people aged 60+ in the UK Morley Blind

26

taking visually impaired people to ‘Bringing people here is so important, catch up with their friends it’s their one chance of the week to speak to different people and, for some it’s really about Morley Blind has been supporting people, to get out of the house. It’s a coming for a natter people with a visual impairment since chance to meet up with their friends. with their friends its foundation in 1941. Every Thursday, ‘I cannot go out on my own, I fall a lot,’ visually impaired people come together explains Phyllis, who regularly attends for activities – normally bingo or on Thursdays. ‘So this is the only time excursions. Leeds Alternative Travel I can get out.’ collects Morley Blind’s service users from their homes, bringing them to ‘I look forward to talking with other their venue or out on their trips. members… finding out a lot of things,’ said Helen, another regular at the group. ‘It’s not really about the bingo,’ explains ‘You soon get to know people.‘ Shirley, who has been a volunteer at Morley Blind for over 40 years. ‘They come for bingo, but that’s just an occasion, it’s really about coming for a natter with their friends. ‘When we go for trips, it’s the same. It’s not so much the destination, but the opportunity for a “run out” and to get out and about with the group. the ‘Wednesday Club’

27

four friends meet up for shopping ‘We pull the driver’s leg and they will and social pull ours which makes the journey fun. They also help us off the bus and get us it makes my day Delphine, Stephanie, Elizabeth (Liz) a trolley which helps us stand up and and we have a laugh and Mary take Bristol Community feel stable when we get off the bus,’ as well as meeting Transport’s Dial-a-Ride service most said Stephanie. other people Wednesdays to the Kellaway Avenue Liz adds ‘The drivers also help carrying Tesco’s in Bristol. the shopping which makes a huge For the ‘Wednesday Club’, the service difference to us. We don’t know what not only provides an essential connection we would do without it… we would to a supermarket – they can no longer probably have to use a taxi.’ use public transport – but, just as ‘Dial-a-Ride is just wonderful for me. importantly, the chance to socialise It makes my day and we have a laugh and catch up with each other. Some, like as well as meeting other people who Delphine, have been using Dial-a-Ride sometimes travel on the same minibus for years. Others, like Mary, have only or who we see every week in Tesco – recently started to use the service, but I wouldn’t see many people otherwise,’ have found a real welcome and become explains Mary. fast friends with the group. ‘It’s a lifeline, otherwise we wouldn’t be able to shop and it’s nice to have a coffee and chat with friends afterwards,’ explains Delphine. ‘It makes you feel isolated if you’ve got no transport.’ 28 citizenship and community

don’t feel access matters Our group transport services support 29 they belong the work of community groups that Taking part and being engaged in engage with all sections of our

5 your community is at the heart of community, enabling people to social inclusion. The things that help volunteer, participate, campaign and us to belong can be as active as formal make a difference to the issues that and activism or as informal matter to them. Independent Travel as simply knowing your neighbours to Training enables young people with say ‘hello’ to. People who feel a sense SEN to get out and about on their own, of belonging to their neighbourhood meeting friends, neighbours and taking ‘not at all strongly’ are five times more 1 part in community life. chronic loneliness likely to also report chronic loneliness when compared to people with a people who don’t feel strong connection – with all the negative our impact they belong to their outcomes that this entails. neighbourhood are Our impact research shows that our five times more likely Older and disabled people make a services are helping people to take part. to also report chronic huge contribution to our communities. According to our survey data, just under loneliness 1 Close to a third (31%) of older people half (46%) of our users who completed aged 65–74 2 and a quarter (25%)3 our survey feel that they are better of disabled people volunteer at least connected to their community as a monthly. This also has a beneficial impact consequence of our transport – a figure part of community on their wellbeing, with study after study rising to 51% of our individual transport showing beneficial health effects.4 users. Our group transport service comes 51% of HCT Group Almost all (94%) volunteers aged individual transport into its own supporting more direct 5 users – over half – who over 65 in a particular study said participation, with close to a quarter completed our survey that volunteering helped them to (24%) of group transport users saying said they felt more a part have a sense of purpose and 63% of that their ability to be active in the of their community disabled volunteers hoped to improve community, including volunteering, their health and wellbeing through had improved. volunteering.6

active in community what we do outcomes reported by service users who completed our survey 24% of group transport HCT Group aims to help our service users – nearly three in ten – users connect with their communities, said they had become 51% feeling that they have a stake and more active in their 29% community can take part. Individual transport 46% services such as our community car feeling a part of community % improved schemes and community bus services help older and disabled people get to 12 % volunteering opportunities – or just 24% out into their communities to build 15% personal connections. active in community eg volunteering % improved

individual transport

1 4 group transport ONS (2018) Loneliness – NCVO (2018) Impactful volunteering: what characteristics and understanding the impact all services circumstances are associated with of volunteering on volunteers feeling lonely? 5 2 Volunteering Matters NCVO UK civil society summer survey 2 016 almanac 2018 6 3 ibid NCVO (2 017 ) Getting involved: how people make a difference Theatre Troupe

30

making sure excluded young people ‘By creating the right environment can take part in theatre and support, Theatre Troupe provides the opportunity to take part in art and for some young ‘It’s for children and young people who drama, allowing people to express people … taking have been excluded from everything themselves. For some young people, part in something … else,’ explains Emily Hunka, the founder being able to feel like they are taking it can work miracles of Theatre Troupe. part in something, to get up on stage, perform and receive a round of ‘The idea is to help improve the lives applause – often for the first time of young people who experience ever – it can work miracles. It can help emotional and social difficulties and people heal.’ mental health problems. We work with 24 children and young people from LaSCoT, HCT Group’s community Southwark and Lambeth each year, transport operation in south London aged between 9 and 19 year’s old, provides transport for the group, providing drama groups and art groups collecting participants from their school in a supportive environment. or home and returning them home at the end of the session. ‘The children and young people at Theatre Troupe are extremely vulnerable. ‘The impact of transport has been Their behavioural difficulties and amazing,’ continues Emily. ‘Many of mental health problems are often acute our children and young people have and frequently stem from significant extremely complex or challenging home trauma, neglect or abuse. Often, their lives, so the ability to provide transport behavioural difficulties mean they have has transformed attendance from as been excluded not just from school, low as 20% to around 90%. Without it, but other group activities – they don’t we couldn’t run our group.’ get to participate. Snow-Camp

31

getting to the slopes with our From this first group, fifteen young group transport service people were motivated to move on to the programme’s next phase – a range it’s been amazing Snow-Camp is a youth charity whose of vocational training courses aimed at to see young people mission is to engage disaffected working in the snow sports industry. grow and develop inner-city young people through snow Seven of these have now completed sports. The aim is to raise the aspirations the programme, and are now qualified of participants, help them identify and Snow Sport England Instructors. develop their natural talents, increase Joe, a programme participant said their confidence and promote physical ‘Being involved with Snow-Camp has and mental wellbeing. It also provides helped me personally by improving life skills training, with the opportunity my confidence, and showing that I can to progress onto nationally recognised do things that I wouldn't have thought qualifications and work experience, I could do before. potentially leading to employment in the snow sports industry. ‘It’s been amazing to see young people grow and develop,’ explains Andrew The Bristol programme started in 2 017, Kimber, Bristol Programme Manager. initially providing 75 young people ‘Not only in slope skills, but also in the with the opportunity to experience life skills of perseverance, determination, skiing and snowboarding at the self-esteem and confidence, which are Gloucester Ski and Snowboard Centre, vital for employment.’ activities that they otherwise wouldn’t be able to access. Bristol Community Transport’s group transport scheme has provided reliable, affordable transport throughout the Snow-Camp programme to make sure that the group can travel to the facilities. 32 employment, training and education

our Learning Centre addressing unemployment 33 The Learning Centre’s primary goal is to For many of our learners, long periods support people who are unemployed in of unemployment or other personal building the skills and confidence to move circumstances have sapped their 85.9% into sustainable employment, creating confidence and self-esteem, eroded the a step change in their life chances. skills and qualities needed to succeed 90.3% at work and created real barriers to accessing the labour market. level 2 achievement rate what we do Our range of courses and programmes The Learning Centre’s programmes are not only helps learners to achieve based on the employment and skills qualifications or progression onto needs of the communities where we further learning, but also embeds the work, covering a wide range of subjects – day-to-day skills needed to thrive in in fact we now run more non-transport employment – by mentoring for related programmes than transport 80.3% confidence, by providing information, related ones. advice and guidance to highlight 89.2% We work with a wide variety of agencies, choices and options, and by ongoing level 3 achievement rate partners and funders to deliver a job search support. continuous programme of accredited Learning Centre We also work closely with employers courses to people who are unemployed versus national average to ensure our programmes are achievement rates or classified as economically inactive. job-relevant, provide great placement The courses are designed explicitly to opportunities and open up job vacancies Learning Centre achieve employment outcomes. for our learners. national average We also deliver commercial training in road passenger transport and, a wide reach where appropriate, support the skills development of HCT Group as a whole. The Learning Centre aims to increase the participation of learners from a wider community and, during a new approach academic year 2 016 /17, provided The Learning Centre is constantly seeking programmes in 14 London boroughs: new ways to support harder-to-reach Bexley, Brent, Croydon, Enfield, learners into employment. In the most Greenwich, Hackney, Haringey, Hayes recent academic year (2 016 /17 ), we have and Harlington, Lambeth, Lewisham, introduced a range of non-accredited Newham, Southwark, Tower Hamlets 582 community learning programmes – and Wandsworth. 139 including Emergency First Aid, The Learning Centre also aims to 2 015 /16 Personal Behaviour for Success and remove the barriers to participation Employability Skills. 376 for the hardest-to-reach. We seek out 178 These bite-sized programmes are aimed learning environments that will boost 2 016 /17 at harder-to-reach learners for whom confidence and participation, avoiding unemployed people after a full course is not yet appropriate, traditional classroom settings. training and education helping to develop their confidence and From a bus depot in Hackney, to a with HCT Group readiness to move onto further learning. community centre where hard-to-reach learners already take their children for gained qualifications after-school activities. gained jobs 34 the whole journey We want to support our learners from wherever they start out on their journey to employment. In the 2 016 /17 academic year, we have focussed on opportunities for progression within the Learning Centre, putting in place a coherent path, with support all the way, for people who are long-term unemployed to get and keep a job. For the hardest-to-reach, our new bite-sized community learning programmes act as a starting point, outcomes reported by learners re-engaging them with learning and who completed our survey providing an opportunity for guidance. For some learners they can also 93% provide a ‘missing piece’ in their skill 96% set, enabling them to progress onto full I feel positive about my learning employment straightaway. 84% For other learners, the next step maybe 82% another bite-sized programme, further I am developing confidence in speaking building their confidence. For yet more, the natural next step may be progression 84% onto a level 1, 2 or 3 course – joining the 86% many learners who enrol straight onto I am developing confidence in writing one of these programmes. 76% To give further opportunities for 80% progression we have introduced I am developing my ICT skills additional programmes at level 3 for NA the 2 016 /17 academic year – including 72% Health and Social Care, Children and I am developing confidence in maths skills Young People’s Workforce and Business. 94% Learners either join these from other 89% Learning Centre programmes – I feel able to express myself and be listened to or directly if this is the right place for them to start. 92% 94% I feel able to set goals for myself 95% — 96% I am more aware of equality and diversity NA — 97% I am more aware of safety issues and reporting NA 95% I am more aware of common values and preventing radicalisation % agree

2 015/16

2 016 /17 the progression effect 256 250 unemployed learners unemployed learners 35

Learning Centre

bite-sized adult and second programme pp506 unemployed learners community learning pp729 learning outcomes programme 103 learners pp35% of all learners gained jobs pp95% of level 2/3 learners gained qualifications 163 learners

level 1, 2 or 3 programmes

376 qualifications

178 learners with jobs

Learning Centre results Working with some of the hardest-to-reach groups in education, The 2 017/18 impact report makes a 95% of the Learning Centre’s learners change over previous years. Rather than at level 2 and 3 attained qualifications – presenting a ‘best estimate’ of the results reflecting our high standards of teaching for financial years, as the Learning and learning. In fact, retention and Centre operates on academic years, achievement on the Learning Centre’s we have chosen, for the sake of accuracy, different courses was close to or higher to report on the basis of the last full than the national averages. academic year – in this case 2 016 /17. We celebrate our learners’ achievements In the academic year 2 016 /17, the on these programmes, but the final Learning Centre supported 506 outcomes are the true measure of unemployed learners to achieve a total success. In 2 016 /17, 178 learners found of 729 learning outcomes of all types – work as a consequence of their time with from completion of a bite size course the Learning Centre – 35% of all learners. to achieving a level 3 qualification. The system of progression developed during the year has also proved effective, with 65% of all participants on community learning programmes progressing onto a level 1, 2 or 3 programme. Deanna’s story

36

Deanna has achieved her ambition ‘On the level 3 programme, even though of working with young people no crèche was available, our tutor, Janeth, with SEN was there for us – understanding and supportive when our children were ill; I’ve always loved ‘I always wanted to work with young whenever there was a barrier, working learning, but this has people,’ explains Deanna, as she around it. The learners also helped really brought it out. describes her Learning Centre journey. each other with a WhatsApp group. One day, maybe ‘I have a real interest in young people with ‘After the level 2 programme, I’ll return to the special educational needs – my sister I volunteered at a local primary school Learning Centre as has Asperger’s, which means I grew up and also started my level 3 – I wanted an assessor! with a genuine understanding. I thought to develop and better myself and I could make a real difference. the Learning Centre gave us the ‘I started my family quite young, after opportunity to progress and develop my apprenticeship. To be with my two our skills. Whilst I was studying for children, I became a stay at home mum. my level 3, I moved onto Shooters Hill When the time came to get back into College as a volunteer. After a few work, I thought I’d focus on work with months, I was taken on as an employee young people – which could also be with the right hours to fit around my child friendly. young family – and the job was working with older learners with SEN, which has ‘I started on the level 2 Supporting been great. Teaching and Learning in Schools programme at the Learning Centre. ‘I’ve always loved learning, but this After that, I progressed onto the level 3 has really brought it out. One day, Diploma course, where you can maybe I’ll return to the Learning Centre choose a specialism – in my case, as an assessor!’ working with SEN. ‘The Learning Centre was great – on the first course, there was a crèche, which was what enabled me to participate. It was also a much more grown-up environment than school or college – there were ground rules and the learners had respect for each other. 37 38 a focus on total impact

HCT Group’s focus on increasing its first steps 39 social impact is relentless. We take The idea of Total Impact has been set as every opportunity to have a positive a challenge to the team at HCT Group social impact, in everything that we do, for several years– seeking to gain extra to maximise the good that we do. impact from the way we work and how To be a meaningful concern, this focus our services perform. Across our must include a constant challenge to operations, local teams have been our fundamental ways of working as testing small-scale projects that increase a social enterprise. our impact in innovative ways. We have been reporting these one goal, many paths initiatives – from scooter rescue services Across the UK, social enterprises tend in Leeds to disabled transport for local to create their impact through one of stadia in Bristol – since 2 016 in our three models – although there are ‘Broadening impact’ section. As shown many variations on these themes. on pages 42–43, this continues to be In the first model, social enterprises make a source of positive impact and only a difference through how they work – touches the surface of what we do like training kitchens that support across our operation. long-term unemployed people into we want to provide the restaurant trade. In the second, significant progress a model of transport it’s in what they sell or the service they For the first time, we believe we have based around the needs provide that makes the difference – made sufficient progress on Total Impact of a whole place like social enterprise sports centres improving people’s health. In the third, to report separately on three entirely the ‘Robin Hood’ model, it’s about scalable projects that take us far what happens with the money made beyond the confines of the ‘Robin Hood’ through trade – either reinvested into approach. This section will explore how the mission, like HCT Group, or donated we are: to a mission-focussed third party. ppsuccessfully training ex-offenders as a mainstay of our recruitment for London total impact red bus services What if we could find a way to combine ppusing pioneering social finance to all three models? If we could make a provide life-changing travel training to real difference through the way we ran children and young people with SEN our business? If we could find a way to ppcombining business strategy with the earn our revenues in ways that were preservation of community transport explicitly impactful? If we could still do services in Manchester. these things whilst reinvesting profit to provide essential services? We think that this is not just possible, but a logical just the beginning outcome of our social mission. We call it Even as we welcome this broadening Total Impact. of our social impact, we know that the final goal is still elusive; we are only in the foothills of where we need to be. We want to provide a model of transport based around the needs of a whole place – where all the barriers to access we remove by our current work are designed out of the system at a structural level. We will continue to speak, lobby and pitch for this kind of work over the months and years ahead. Drive On Travel Training

40 building the social impact of our red bus contracts impact meets financial innovation

a significant issue life chances wasted

Within twelve months of release, If children and young people with

60% of offenders will have SEN are not given the opportunity

re-offended. This has an estimated 60% to become independent

cost to the UK each year of travellers, this can create a lifetime

£13 billion – and an incalculable of dependency on specialist waste of human potential. Having 60% of offenders re-offend transport, hampering access to a job is the single biggest factor within 12 months of release 1 everything needed to lead a full in reducing re-offending, yet and independent life. 75% of prisoners are released to On average, specialist transport for unemployment.1 impact so far these young people already costs At HCT Group, we want to be A total of 17 candidates have been local authorities about £6,000 a part of the solution. Our new referred to the Learning Centre per child per year – which means project – Drive On – aims to create following initial recruitment and that in the UK we are spending a path to sustainable employment selection by Blue Sky. Of the 16 around half a billion pounds a year for ex-offenders as bus drivers. that completed theory training actively disabling some of our It also has the intentional effect of and case study training, 15 passed young people with SEN. This is dramatically increasing the social the assessment, 13 went on to obviously crazy – we must do better. impact of our contract work in complete practical training, London. The project is a partnership of which 11 passed the assessment. an unstoppable force between HCT Group and Blue Sky, These retention and achievement part of The Forward Trust, an rates are significantly better Independent Travel Training gives award-winning social enterprise. than the national average for children and young people with bus driver training. SEN the skills and confidence to travel independently on public how it works In total, ten candidates moved transport. By reducing young into the induction phase of the Blue Sky recruits and selects people’s dependence on specialist project, driving buses on the road. the participants, ensuring that transport, we can open up a All drivers were placed on exactly they are appropriate for the world of possibilities – going on the same induction as ordinary programme. The HCT Group to college, employment or just drivers and they all successfully Learning Centre, with its extensive being able to get out and about completed their probation. experience of working with some with friends. Eight remain employed to date – of the hardest-to-reach learners in half the level of turnover of education, provides the theory and a non-offender cohort. an immovable object practical elements of bus driver training, leading to the participants No driver who came through HCT Group has tested Travel gaining their full licence. the project has re-offended. Training programmes in Leeds and Camden, training around After their training, participants 500 people over the last six years. then take part in the standard the future However, there are significant induction and review period As a direct consequence of this barriers to the kind of uptake that of any other new driver recruit – success, we have set a target could change a large number of albeit with ongoing that 30% of our recruitment young people’s lives. The most support and guidance from requirement for London red bus significant is cost – Travel Training Blue Sky. At the end of their drivers for 2018/19 will be that works is resource-intensive, three-month review period, they met through the Drive On restricting commissioning are confirmed in post as London programme – and that pilots authorities even though they red bus drivers. in other regions of our operation could save money by removing should be explored. costly specialist transport.

1 Source: The Forward Trust Travel Training Manchester Community Transport impact meets financial innovation commercial strategy meets community impact 41

a new approach a structural change

In a UK first,HCT Group is now The introduction of the Bus

providing Travel Training on an Services Act in 2 017 has the

outcomes basis using a Social potential to change everything –

Impact Bond – payment by results. at least in those areas with both

Authorities only pay for travel the permission and the courage

training once independence to make best use of the new

outcomes for children and young law. HCT Group has been an

people with SEN are achieved. active campaigner for the Act,

The upfront funding requirement is highlighting the potential of bus

met by The Bridges Social Impact franchising to redefine public

Bond Fund, managed by specialist transport as a public service for

sustainable and impact investor public benefit.

Bridges Fund Management, with The Mayoral Authority furthest additional funding from the Big along the road to franchising 769,455 Lottery’s Commissioning Better is Greater Manchester, where passenger trips potentially Outcomes Fund. significant change in the interest of foregone if Manchester Community Transport had We are now operating in Lambeth its residents is a strong possibility. closed in 2 017 and Norfolk and mobilising The challenge for any operator, for delivery in Surrey in 2018. HCT Group included, was how A new phase 2 programme with to get involved. different authorities is currently in development. a challenge an opportunity Manchester Community Transport The ‘Robin Hood’ model holds impact through what we do (MCT) have been serving the against turnaround projects – Travel Training has an amazing community of Greater Manchester profits are for reinvestment in social impact, yet HCT Group can since their foundation in 19 8 0 impact services, not to address operate contracts commercially as Wythenshawe Mobile. For commercial issues. This is to miss while helping resource-constrained many years, they have worked on two important points. The first commissioning authorities make the same model as HCT Group, is commercial – with MCT, we significant savings without the operating commercial bus are a part of Manchester, with need for upfront investment. contracts to support essential access to community insight as it community transport. considers franchising. The second Through Travel Training, we are is social, without our intervention, increasing our impact through In 2 017, MCT found themselves the good that MCT does would go what we do, not how we reinvest – at a crossroads – they faced forever, unlikely to return. broadening our impact and making significant commercial challenges, it ever more sustainable. but their community services Through seeking ways to make remained essential. They were our business strategy more out of time and resources to grow perfectly aligned with our social their way out of difficulty and impact, we are confident that so approached HCT Group with MCT will thrive and that its a view to joining in a merger. commercial success will enable £0.5bn its community impact.

the UK spends around half a billion pounds a year on specialist transport for young people with SEN broadening impact Age UK Veterans Outreach driver training community inclusion accessible transport at Glastonbury

42 HCT Group is constantly seeking 43 new ways to make a difference and maximise impact. From projects that increase the social impact of our everyday work to new services that help our communities, every area of our operation aims for innovation. We capture the learning from each new project – whether a success or a failure, sharing the lessons across Our team in London has formed a When CT Plus opened a depot on In June 2 017, 11 HCT Group employees and HCT Group and beyond. partnership with Age UK and Veterans Walthamstow Avenue, we joined seven external volunteers planned and Outreach Support in Portsmouth, providing Walthamstow Stadium Area Residents delivered the Disabled Access Minibus free MiDAS training for their volunteers. Community Association, a vital local group Service at the Glastonbury Music Festival. This enables the volunteers to take socially working with the community and businesses The service provided transportation around isolated veterans to doctor’s appointments, in the area. They asked us to help support the festival site for disabled music fans and harsh acceleration project interviews, and social events – as well as a local resident whose parents had been their families. Four routes were operated providing mobility for the Veterans unable to visit her due to a lack of accessible across the festival site. Volunteers worked HCT Group is running a project to tackle Information Point in Portsmouth. To date, Leeds refugee service transport. Regardless of the fact that the a total of 972 hours over the weekend the issue of harsh acceleration, following we have trained three volunteers and we Walthamstow depot is not a community providing transport to over 1,000 service a successful bid to the Transport for hope to expand the programme, helping to Leeds transport operation, it had vehicles, trained users, delivering 3,000 individual passenger London Bus Safety Innovation Fund. Harsh ensure that veterans and older people can staff and the group ethos, so was happy trips. The service makes a real difference acceleration is where a bus moves off from access the services they need. to help. The team provided transport for to festivalgoers, with one commenting: a stationary position too quickly, increasing the parents, who were thrilled with the ‘Without you all I couldn't come to the risk of passenger injuries, particularly surprise, with the daughter saying it was Glastonbury, it just wouldn't be possible.’ for more vulnerable people. We are using a ‘dream come true’. our on-bus telematics to establish safe levels of acceleration. Once established, we will The Amazing Journey: then limit our buses’ rate of acceleration Puffin Explores Guernsey by Bus to ensure that risks to passengers are Jersey Heart Awards minimised. The project will also look at other Ash Grove open day Ash Grove open day issues that increase the risk of on-bus falls, such as cornering speeds and acceleration Age UK Veterans Outreach over speed bumps. driver training

harsh acceleration project

accessible transport Walthamstow Leeds refugee service at Glastonbury community inclusion

The Leeds Academy provides learning Bristol London for non-English speaking refugee students. These students were finding navigating their way from the city centre to the Academy To engage children with the bus service in challenging, leading some to get lost. Guernsey, Jon Ozanne, our Marketing and The Jersey Heart Awards recognise Working directly with the local authority PR Officer, has written a book called The Our Ash Grove depot in Hackney opened islanders who play an outstanding role and the Academy, our Leeds team has Amazing Journey: Puffin Explores Guernsey its doors to the community last April, raising in the fight against cardiovascular disease. developed the Leeds Refugee Service – by Bus, illustrated by Trudie Shannon. over £2,000 for St Joseph’s Hospice – Last September, Paul Melia, a driver for a bus service to take these students to and It follows the adventures of a puffin as he a nearby user group that cares for and LibertyBus, saw the aftermath of an accident from college. takes his first independent journey by bus. supports people affected by serious illness. where a 70 year old driver had a heart attack. We had over 800 visitors coming to meet Paul immediately rushed to help, giving To make sure the service would meet the The book, produced with support from the our staff, ride heritage buses, view a display the man CPR whilst the emergency services students’ needs, drivers and vehicles were Active Travel Unit at the States of Guernsey, of current and historic vehicles – and even waited for back-up crew. Sadly, despite sent to the Academy to familiarise the was an entry in the Guernsey Literary ride a bus through the bus wash! The open Paul’s best efforts, the driver died. Paul students with the service, the service was Festival 2018. A reading to a group of local The Amazing Journey: day was put on in partnership with Transport was awarded the Local Life Saver Award at made easily identifiable and we consulted children, introduced by Deputy Hansmann Puffin Explores Guernsey for London and (with which we share the British Heart Foundation Jersey Heart carefully on the right times to run it. When Rouxel, was held at the Guille-Allez Library. by Bus the depot) and attended by the Mayor of Awards in recognition for his quick thinking, the service started, we assigned patient, The book is raising money for Autism Hackney, Philip Glanville. his knowledge of CPR and bravery. welcoming drivers with outstanding Guernsey – as although using the bus can be Guernsey Jersey Heart Awards interpersonal skills – ensuring that this daunting for those on the autistic spectrum, group of otherwise vulnerable students can it gives young people an enormous sense Jersey get to college easily and on time. of self-reliance. 44 income and financial inclusion

If we are to achieve our aim of creating sharing our knowledge 45 greater social impact with everything As HCT Group has grown to be a we do, then our actions as an economic social enterprise at an increasingly entity – an employer and a purchaser – national level, we have not forgotten £3.6m can have a genuine effect. Each year, where we came from – starting out as as we reach new heights of scale, our Hackney Community Transport, a small potential to make a real difference to community transport charity. income and financial inclusion increases. We have learned a great deal from HCT Group paid £3.6m This potential is reinforced as close to in 2 017/18 to suppliers or half our operations – six out of thirteen – our race to scale – competing in subcontractors in areas are in areas of high deprivation.1 tough markets, managing growth and of deprivation building social impact. We have a clear To achieve this potential, we think about responsibility to support our peers in where our supply chain works, how we the social enterprise and community conduct our recruitment and, even, transport movements – raising their whether suppliers share our social aims. profile, sharing what we know and campaigning to improve the landscape. economic impact In 2 017/18 this involved: We direct our expenditure to suppliers ppDai Powell, our chief executive – and that are local to our operations or are other members of our executive and in areas of high deprivation – or both – senior management teams – speaking at whenever this is a practical, affordable a wide range of events and conferences, approach. We explicitly measure our plus participating on the boards of Big 19 % spending in areas of deprivation.2 Society Capital, Power to Change and In 2 017/18, roughly one fifth 19( %) of the Community Transport Association our expenditure with suppliers was amongst others. total spend in areas in areas of deprivation, representing ppActively campaigning to protect 3 of deprivation a total spend of £3.6m. the rights of community transport 19 % of total spend by As we grow, we focus our expansion operators as their ability to work is HCT Group in 2 017/18 was where we can do the greatest good. threatened by ill-considered Section 19 in areas of deprivation By concentrating on areas of high regulatory change. deprivation, we can provide livelihoods ppProviding management and coaching in ever greater numbers. In 2 017/18, support for community transport well over half (56%) of our employees operators as they work to improve lived in deprived areas, ensuring their commercial performance that our day-to-day payroll helps and sustainability. with regeneration.

1 Most deprived 25% of Lower-layer Super Output Areas (LSOA) based on the 2 011 Census in the index of multiple deprivation 2 015. 2 This calculation excludes supplier spend in the Channel Islands as there is no equivalent dataset to the IMD for comparison. 3 Figure includes a projection of, rather than actual spend, for Q4 2 017/18. social sector suppliers

46 buying social We believe that by buying social, our spending can have a further social impact. In 2 017/18, identifying and procuring from social sector suppliers has been very much a part of our formal procurement practice. We continue to seek out social enterprises, B Corps, and the broader social sector, building employees in areas supplier relationships wherever possible of deprivation with organisations that share our values. 56% of total employees at We are close to our goal of 50 supplier HCT Group in 2 017/18 live in relationships and are confident of areas of deprivation achieving this in 2018/19. The social sector provides us with a wide range of goods and services, from website building to events, from recruitment to finance. We are also focussed on increasing the scale of our trade as well as the number of suppliers – cooperatives provide our telecommunications and our energy, a B Corp provides our legal advice and a fellow social enterprise provides our largest staff development programme. We will be continuing our search for cost-effective, high quality suppliers that share our values over the year ahead – and continue to monitor our progress and work towards our targets. 40+ social sector suppliers HCT Group works with more than 40 social sector suppliers 4

4 This calculation excludes supplier spend in the Channel Islands as there is no equivalent dataset to the IMD for comparison. 47 48 conservation of the natural environment

0.580 caring for the environment maximising our positive impact 49 0.778 Our responsibilities to the natural Choosing to take the bus instead of the 2 015 /16 environment as a bus operator are car is an environmentally friendly choice. 0.550 redoubled by our commitment to Where we operate mainstream bus 0.866 positive impact as a social enterprise. services, we actively make the case to We have been running a structured the travelling public to make the switch, 2 016 /17 programme – Caring for the supporting modal shift. 0.532 Environment – since 2009. The Since we took over Jersey’s bus service 0.858 programme is comprised of three in 2 013, we have grown the annual 2 017/18 distinct but complementary strands ridership by 42% to 4.5 million passenger of work, each of which enable us to HCT Group emissions in trips each year. This has begun to make kg CO2 equivalent reduce the negative impact we make an impact on congestion, with States of on the environment. Jersey figures showing a5 .1% decline in per passenger journey traffic on the main routes into the capital, per km driven measuring our environmental impact St Helier, in the morning peak. We have continued to make real progress in As both a social enterprise and a Guernsey, with growth of 32% over the transport operator, we believe that we past four years, up to 1.8 million trips have a genuine responsibility to the per year. natural environment. Our community transport services We operate a fleet of732 buses, also help the environment. One of minibuses and community cars across the key activities we deliver as a the country – a number that is growing social enterprise is group transport – all the time. This makes understanding accessible minibuses for a wide range the impact we have on the environment of community groups. We deliver this in 054 , very important, as it enables us to five London boroughs plus Leeds, Bristol 16

077 work on actively reducing it. , and Manchester. Enabling community 782 , 13 We measure the organisation’s annual groups to travel together saved over 11 carbon footprint, allowing us to work 45,000 car journeys in 2 017/18. out the amount of carbon dioxide 17 16 18 / / / equivalent 1 (CO2e) per kilometre driven 2 017 2 016 2 015 and per passenger journey. Measuring HCT Group carbon and monitoring these allows us to footprint in tonnes CO2 take action to reduce our footprint equivalent and establish if we have succeeded. We have continued working towards Green Mark accreditation, carrying out environmental audits in our depots and implementing an Environmental Management System for HCT Group. This is in line with the objectives of ISOs 14 0 01; 2004 (environmental management systems), 14 0 31 (environmental performance evaluation) and 19 011 (environmental auditing).

1 To take into account the emission of other greenhouse gases when calculating the level of greenhouse gas emissions, scientists have devised an equivalent measure – CO2e (which literally means carbon dioxide equivalent). 50 making change happen As technology changes, we change with it. This year we have piloted our Our transport has a major part to play first electric bus on an in-service route – in reducing the emissions we make as an Irizar single deck electric vehicle on a society, yet they still burn fossil fuels. route 15 3 in London. The idea behind We have a significant number of rolling 0 . the pilot was to learn about the operation programmes, policies and projects, each 12 and maintenance of electric vehicles. aimed at proving incremental positive changes to our work as a bus operator. In 2 017/18, we have made substantial 4 . 7 7 . These include purchasing fuel-efficient progress on the roll-out of our 6 vehicles, using ultra-low-sulphur fuels, group-wide approach to telematics.

16 a recycling project that avoids waste The equipment is now installed on 17 18 / / / going to landfill, a maintenance schedule almost all our vehicles and training 2 015 2 017 2 016 that maximises fuel efficiency and is being rolled out across the Group. average age of a policy of keeping our fleet age Telematics provides drivers with HCT Group fleet in years well below the industry average. a real-time display that shows the environmental impact of their driving – Over the course of 2 017/18, we have and managers with data to help with taken a variety of additional steps, each training and coaching. This feedback aimed at improving our environmental helps to reduce harsh braking or performance. We have expanded our accelerating, overrevving and so on, fleet of hybrid vehicles from38 to 52, leading to a reduction in emissions. each applying stop–start control to reduce emissions.

17 % We lease all of our tyres – in a scheme our environmental performance that ensures worn tyres are repeatedly Key performance indicators for our 40% re-treaded and re-cut by the 39% environmental impact in 2 017/18 manufacturer for re-use – extending show that our overall carbon footprint 21% 19 % the life of a tyre by several years, has increased by 23% since 2 017. significantly reducing waste. 24% However this increase is less than the organisation’s overall rate of growth 21% In London we now operate 41 single deck vehicles that meet the exacting in scale (turnover growth of 26.6%). HCT Group 2018 fleet by Our carbon intensity in terms of CO2e Euro emissions standard Low Carbon Emission Buses (LCEB) standard. These use smarter, battery per kilometre driven has also marginally decreased by 1% as has our carbon Euro VI powered vehicle systems instead of components known as ‘parasitic intensity in terms of CO2e per passenger Euro V ancillaries’ – energy hungry systems journey (3.3% decrease), showing an that use power taken directly from the improvement in emissions performance Euro IV engine. An LCEB-rated bus reduces as we grow in scale. Euro III or lower ‘well-to-wheel’ 2 emissions by over 30%. The overall environmental standard of our fleet remains very high, with a clear majority (61% ) at the Euro V emissions standard or better. Four out of every ten (40%) of our vehicles are at the exacting Euro VI standard and we continue to phase out older, more polluting vehicles.

2 Well-to-wheel (WTW) is a value that includes all the emissions involved in the process of extraction/creation, processing and use of fuel in a vehicle to gauge the total carbon impact of that vehicle in operation. promoting safety

The safety of our passengers, service We have also maintained our practice of 51 13.8% users, staff and the public at large regular ‘toolbox talks’ across HCT Group. is a particular priority for HCT Group. These are an ongoing programme At the heart of our approach is an of bite-sized training sessions, each organisation-wide safety management covering a different aspect of the system system. This covers the full range of and safe working practices. the number of collisions safety practices across HCT Group, involving HCT Group We have also piloted a major internal including policies and procedures, vehicles reduced by 13.8% safety culture campaign – The Safety ensuring that all areas work consistently in 2 017/18 Seven vs The Risky Racoons. Trialled to the same high standard. at our Ash Grove depot and in our Yorkshire region as an eight-week poster rigorous practice, continuous campaign, the idea was to use irreverent improvement or even gallows humour – in addition to serious commentary – as a means to We ensure that health and safety cut through the barriers to traditional practices at work are consistent and safety messaging. rigorously monitored. We work hard to communicate the complete range of 91.3 safety practices and policies to all staff – recognition earned 2 015 /16 from induction, through regular update CT Plus, our principle operations arm, briefings by supervisors, to sharing 91.7 became one of the founding members new practices when there is a change 2 016 /17 the DVSA’s new Earned Recognition to ways of working. 79.0 scheme in 2 017/18. The scheme 2 017/18 The practices are supported by a works by sharing information about structured programme of reviewing systems and data with the DVSA. number of collisions and improving systems of work, Organisations that show they are the involving HCT Group vehicles per million miles risk assessment and maintenance of most focussed on ensuring that their equipment and plant. Our approach to fleets – and the people who drive continuous improvement includes our them – are safe and compliant at all externally accredited SAFEcontractor times gain both public recognition and status and continued the use of a lower regulatory burden. This is a external health and safety audits, significant safety achievement – we are gaining further insights into how we one of just thirteen PCV operators to be can improve our performance. founder members. We also subscribe to CIRAS – the confidential safety reporting system our safety performance in London. We are members of the In 2 017/18 our rate of collisions has seen British Safety Council, helping us to a significant improvement over last year, benchmark HCT Group against other declining by 13.8% from 91.7 collisions industries and ensure we are fully up to per million miles to 79.0 collisions per date with best practice. million miles. This reduction is very welcome – and a testament of a building a safety culture group-wide endeavour. However, we recognise we still have more to do to Safety practice is at its most impactful reduce the rate still further – and will when it is an indivisible part of working continue to work on our safety practices. culture. During 2 017/18 we have taken a number of steps to further embed a safety culture across HCT Group. We have maintained our practice where each operating region has at least one manager holding or working towards the globally recognised NEBOSH Diploma. 52 staying accountable

In order to deliver the greatest asking our staff 53 possible long-term impact, we must 17 % HCT Group conducts an annual be accountable to our beneficiaries, staff satisfaction survey, giving our our service users, our employees and 13 % colleagues a stronger voice. The survey stakeholders. We do this not only to explores how employees feel about ensure that we continue to meet their their role, the organisation and how 70% needs, but also because it is the right communication and dialogue might thing to do. As a social enterprise, it is our be improved. The results for 2018 have duty to ensure we are as transparent as my job gives me a feeling been shared across the organisation, we can be – using this in the relentless of personal satisfaction with regions developing action plans pursuit of our social mission, operational to follow up on staff feedback. excellence and financial discipline.

12 % Social Enterprise Champions 11 % Board of Trustees Effective two-way engagement with HCT Group has put in place an staff about our mission is vital if we experienced Board with a very broad are to achieve our potential as a social range of sector- and profession-specific 77% enterprise. Our Social Enterprise skills. The Board meets regularly and has Champions programme works with a maximum of 12 members, each on a I enjoy undertaking a cross section of our staff who learn my role with company three-year rolling cycle of membership. all about social enterprise, HCT Group’s To further strengthen our governance, social impact and why it’s a good idea.

9% in 2 017/18 we have applied the full Our fifth intake of champions started 9% UK Charity Governance Code for their programme in spring 2018 and larger charities – a voluntary standard will join previous intakes in getting the that provides a set of principles message about our social mission across and recommended practice for to colleagues. good governance.

82% external accountability my job makes a difference direct stakeholder outreach in people’s lives As well as remaining accountable to In order to keep the social mission at ourselves, our employees and our results of HCT Group the forefront of our business decisions, service users, we must also remain staff satisfaction survey we have a rolling programme of direct accountable to our social investors, stakeholder outreach in each of our commercial customers and grantmakers. agree operating regions. We meet regularly Regular performance measurement neither agree nor disagree with local community leaders, elected for both operational activity and officials and heads of community social impact has been built into our disagree groups to understand local priorities. systems to monitor our progress in To further support this, our community delivering our mission, to better inform operation in Bristol also has a local our management decisions, to help Board of Trustees. us improve our performance and to provide information to our partners. We also conduct direct outreach with service users to better understand their needs – through surveys, focus groups and open service user or passenger meetings. These enable us to remain accountable, take feedback, listen to concerns and explore new ideas. our social impact scorecard

54 social impact 2016/17 2 017/18

Community transport Passenger trips provided to community groups 97,3221 121,604

Passenger trips provided to disadvantaged individuals 230,8041 224,993

Access to local facilities Access to shops, culture, religion, doctors % improved 48% 54%

Independence % improved 45% 52%

Confidence % improved 43% 49%

Physical and Transport service has enhanced ability to get out and about % agreed 82% 53% mental health Feeling healthy % improved 64% 48%

Life satisfaction % improved 59% 45%

Ability to cope with life’s ups and downs % improved 51% 42%

Family, friends and Being sociable % improved 56% 47% relationships Feeling connected to others % improved 72% 50%

Feeling less lonely % improved 59% 45%

Citizenship and Feeling like a part of your own community % improved 79% 46% community Became more active in community, including volunteering or helping out % agreed 41% 15%

Travel Training Individuals trained to travel independently 68 20

Education and training 2 Individuals not working for HCT Group gaining qualifications at our Learning Centre 446 —

Those who were previously unemployed 376 —

Those who were previously employed 70 —

Learners developing I feel positive about my learning 96% — soft skills 2 I am developing confidence in speaking 82% —

I am developing confidence in writing 86% —

I am developing my ICT skills 80% —

I am developing confidence in maths skills 72% —

I feel able to express myself and be listened to 89% —

I feel able to set goals for myself 94% —

I am more aware of equality and diversity 96% —

I am more aware of safety issues and reporting 97% —

I am more aware of common values and preventing radicalisation 95% —

External job creation 2 Unemployed people who obtained jobs outside HCT Group as a result of 178 — training and support provided by HCT Group economic impact 2016/17 2 017/18 55

Financial performance Current turnover £m 49.6 62.9

Operating profit £m 0.5 0.7

Employment Number of employees 3 1211 1514

Remuneration to employees 3 £m 30.3 37.7

% of employees in areas of deprivation 4 58% 56%

Job creation Full-time equivalent jobs created at HCT Group 3 19 23

% of those created in areas of deprivation 4 32% 30%

Suppliers Payments made to suppliers or subcontractors 5 £m 14.4 18.9

% of total spend in areas of deprivation 4 23%1 19 %

environmental impact 2016/17 2 017/18

General Car journeys saved through the use of community group transport 36,4961 45,602

Individuals trained to drive in an environmentally friendly manner 482 5 41

Average age of fleet years 6.7 7.4

Emissions 6 GHG emissions tonnes of CO2e 13,077 16,054

CO2e per passenger journey kg/journey 0.550 0.532

CO2e per km driven kg/km 0.866 0.858

diversity monitoring 2016/17 2 017/18

Management diversity Proportion female 41% 36%

Proportion ethnic minority 20% 15%

Employee diversity Proportion female 25% 24%

1 2 016 /17 restated in line with improved methodologies. 2 The Learning Centre now reports its results on an academic year basis. The most recent complete academic year is 2 016 /17, to which this data refers. 3 Includes Channel Islands. 4 Areas of deprivation defined as lowest 25% neighbourhoods (IMD 2 015), excluding Channel Islands. 5 April–December data is pro rata-ed for full year due to finance system integration. Excludes spend and suppliers in Channel Islands. 6 Building emissions are included for the depots where data is available. about HCT Group HCT Group 1st floor HCT Group is a social enterprise in 141 Curtain Road the transport industry, safely providing London EC2A 3BX over 30 million passenger trips on our buses every year. We deliver a range tel of transport services – from London 020 7275 2400 red buses to transport, e-mail from school transport to whole bus [email protected] networks, from community transport to education and training. HCT Group is a company registered in England and Wales. Company number 1747483. We reinvest the profits from our Registered charity number 10 91318 . commercial work into high social VAT number 8 0 5 3112 7 4 . Our registered impact transport services or projects and main correspondence address is: in the communities we serve, and 1st floor,141 Curtain Road, London EC2A 3BX into providing training opportunities Written by Frank Villeneuve-Smith for people who are long-term and Susannah Davis unemployed – making a real difference Edited by Tracey Vickers to people’s lives. Designed by David Shaw For more information, please see Cover illustration: collage of an original artwork www.hctgroup.org by Society Media © 2009 Photography: © Barbora Jancˇíková (page 2), © Alex Grace (pages 3, 4, 8, 19, 20, 22, 24, 28, 32, 37, 38, 44, 48, 52), © Chris Bahn (pages 14, 27), © HCT Group (pages 17, 23, 24, 36, 42, 43), © Mindy Goose, BEA volunteer (pages 18, 26), © Theatre Troupe (page 30), © Snow-Camp (page 31), © Transport for London (page 43), © British Heart Foundation (page 43) Printed by Tradewinds Ltd © HCT Group 2018. All rights reserved