annual report May 2009 to April 2010

SOUTH WEST www.stagecoachbus.com/southwest Key Facts

26.5 million passengers were carried on West services

14.8 million miles were operated within the South West across , and into and

99.4 % service reliability and 96.2 % service punctuality

347 vehicles operating on over 120 routes across Devon and Somerset, extending into Cornwall

962 staff at 5 depots and 12 outstations

£2.5 million investment in new Park & Ride fleet for

Winner of ‘Young Manager of the Year’ at the 2009 UK Bus Awards 2009 to 2010 operational performance statistics

About Us Stagecoach South West provides local bus services across Exeter, East Devon, , South Devon, North Devon, Somerset and into Cornwall and Dorset. Our aim is to provide safe, reliable, punctual, clean and comfortable services with a good value for money range of tickets and fares. This annual report covers the year from May 2009 to April 2010. Our Passengers We carried a total of 26.5 million passengers over the year, an increase of 1.5% over the previous year.

We received a total of 2,275 passenger complaints about our services, a decrease of 5% over the previous year. That equates to one complaint per 11,600 passengers. We comply with our industry code of practice, and every complaint is investigated and action taken to avoid repetition of the problem. Our Services We operated a total of 14.8 million miles over the year, an increase of 0.6% over the previous year. Like all businesses, we have been affected by the national economic recession, but have endeavoured to maintain services as far as possible.

Our key measure of performance is the reliability and punctuality of our services. In the past year we operated 99.4% of our scheduled services, with 0.2% failure due to internal reasons, and 0.4% due to external reasons such as congestion, diversions, etc. We monitor our services for punctuality and 96% of our services operated within 5 minutes of their scheduled time, with traffic congestion and winter weather as the main reasons for delay. We continue to seek improvements both 99.4% through rescheduling services and in discussions with our local highway authorities. of all scheduled services operated. We have a partnership scheme with to work together to improve and invest in our Go2 service which links Exeter, Starcross, /Dawlish Warren,Teignmouth and .

We have introduced a new fleet of 12 vehicles onto our Park & Ride service which operates out of three sites in Exeter: at Matford, Honiton Road and Sowton. Our Staff We are a major South West employer with 778 drivers, 115 engineers and cleaners, and 69 supervisors and managers, all of whom are based locally. Despite the economic recession we have not made any staff redundant or reduced their hours or pay. We have continued to invest in training all our staff. 72% of drivers have achieved their NVQ qualifications Our Environment and all our drivers have completed the first stage of their Certificate of Professional Competence (CPC). We used 1.9 million litres of diesel Our engineers are all skilled workers and we employ 7 last year, at an average of 7.8 miles apprentices to provide skills for the future. Our supervisors per gallon. We are working to improve and managers have all completed relevant training courses fuel consumption through technical for their various professions. measures, and all our drivers have completed a safe and fuel-efficient driving course. Our Fares has recently achieved the Carbon We increased fares once during the year by an average Trust Standard for reducing energy of 3.1%. This was to cover our increased costs of pay, consumption, and has announced a fuel and insurance, and to provide for further investment challenging CO2 reduction programme in new vehicles, plant and equipment. for the next 5 years.

All our fleet runs on low sulphur diesel, Our Fleet with a high-tech additive - Envirox We operate a fleet of 347 buses and coaches, of which - to reduce pollution and improve we replaced 29 over the past year, with a total investment fuel consumption. Vehicle engines of £3.6 million. 78% of our fleet (excluding school buses) must meet increasingly higher Euro is low floor or wheelchair lift equipped to provide easy standards of exhaust emissions. 75% of our fleet meets at least the Euro 3 access for the elderly, disabled and buggies. standard. All our vehicles are inspected by our engineers at least every 3 weeks, and maintained to much higher standards We recycle most of our waste, such as than the legal minimum to ensure safety and comfort. litter, used oils, filters, batteries, parts, Every vehicle is cleaned daily. etc. We also recycle the water we use to wash our vehicles every night. Our Community

We are a major employer in the local community Our Achievements and we enable thousands of people to go about their everyday activities. We therefore believe December 2009 saw the launch of our it is important to support local community brand new Exeter Park & Ride fleet initiatives wherever possible. As well as our which was the result of a year-long ongoing fundraising for Children’s Hospice project with Devon County Council and South West, we also support the Torbay an overall investment of £2.5m. Holiday Helpers Network, an organisation which provides holidays for seriously ill and Exeter’s Park & Ride service is not bereaved children. In addition, we are involved just for those travelling into the City – with a number of local activities and events to it has become an integral part of the help our communities provide entertainment City network, providing an additional and social inclusion; these include Exeter commuting option for many residents Summer Festival, Festival and North who work on or near the site locations Devon Festival as well as sponsorship of local at Matford, Sowton and Honiton Road. sporting organisations. The patronage on Park & Ride has seen an increase of 85% from 2003/4 to the present day – a phenomenal growth rate of which we are justly proud.

2009 also saw our Torbay Operations Manager, Christina Ratcliffe, win ‘Young Manager of the Year’ at the UK Bus Awards, the UK’s premier public transport awards scheme. customer services Stagecoach South West Belgrave Road Exeter EX1 2LB

[email protected]

www . stagecoachbus.com/southwest

Exeter 01392 42 77 11 Torbay 01803 66 45 00 01271 32 90 89 Somerset 01823 67 22 47

disability helpline 01392 88 97 49

travel shops Exeter bus station bus station , 15 Victoria Parade

We do our best to meet your expectations, but occasionally things go wrong. If you feel we have failed you in some way please tell us about it. Contact customer services at the address above. If you’re unhappy with our response, this is the independent body that will review complaints: The Bus Appeals Body PO Box 2950 Stoke on Trent ST4 9EW

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All information correct at the time of going to press (June 2010)