Annual Performance

Key facts Stagecoach South East Introduction May 2012 - April 2013 Annual Stagecoach South East provides local bus services across East Kent and East Sussex, with some routes extending further into Kent to Tunbridge Wells and Performance Maidstone. We also operate coaches to London on behalf of National Express. 46 million passenger journeys Stagecoach Customer Services May 2012 to April 2013 were made on Stagecoach South East services. Stagecoach South East The Bus Station Herne Bay St George’s Lane Thanet 19 million miles Canterbury CT1 2SY Canterbury operated within Kent & East Sussex to carry passengers. [email protected] Ashford East Kent Dover 99.7 % of all services operated 08456 00 22 99 Folkestone stagecoachbus.com/southeast 93.2% of journeys Old Romney turned up within 5 minutes of the scheduled time. East Sussex What to do if things go wrong Hastings If you are unhappy with our response, Eastbourne 438 buses this independent body will review complaints: operating on approximately 113 different routes across The Bus Appeal Body – c/o Bus Users UK, Canterbury, Herne Bay, Thanet, Ashford, Folkestone, Dover, PO Box 119, Shepperton, TW17 8UX Hastings and Eastbourne with some routes extending to Our head office is in Canterbury with local depots in Herne Bay, Thanet, Tunbridge Wells and Maidstone. Ashford, Folkestone, Dover, Hastings and Eastbourne with a new outstation at Old Romney. 14 coaches We are a subsidiary of Stagecoach Group plc, an international provider of run to London on express services for National Express. www.traveline.info bus, coach, tram and rail services in the UK, USA and Canada. Calls cost 10p per minute plus network extras Mobile and other providers’ charges vary. Our aim is to provide safe, reliable, punctual, clean and comfortable services Over 1250 employees with a good value for money range of tickets and fares. working across our region. Details correct at July 2013. Printed on recycled paper. May 2012 – April 2013 Our services Our fares Our community Our achievements Our fleet Our environment We support We operated over 19 million miles during In addition to standard single fares, we We play a big part in the local community and We announced last year that bus use in East Kent had doubled in less than a decade and this We operate a fleet of 438 buses and We used 2.7 million gallons of diesel the year, an increase of 5.5% over the offer unlimited travel day, week and period we enable thousands of people to go about a number of trend has continued in both the Kent and East Sussex areas of our business. 14 coaches and have a programme of last year, at an average of 7.75 miles per previous year. tickets. their everyday activities. community groups investment that replaces older vehicles gallon. We are working to improve fuel An increase in passengers has been notable on the following routes: each year. New buses are introduced to our consumption through technical measures, Our key measure of performance is the A thirteen month period between fare We have Quality Bus Partnership schemes set and good causes busiest routes, ensuring the highest possible and all our drivers have completed a Safe reliability and punctuality of our services. revisions means we did not increase our up in most of the main urban areas in the and our charity of number of customers benefit from these and Fuel Efficient Driving course. In the past year we operated 99.7% of our fares during the financial year. The fare region, where we work together with our modern, comfortable and environmentally scheduled services, with 0.1% failure due to rise which fell outside that period was an partners, in particular local authorities, to the year for 2013 is The Diamond Routes friendly vehicles. Our latest investment All our fleet runs on low sulphur diesel, Dover – Deal – Sandwich – Canterbury 8.6% internal reasons, and 0.2% due to external average of 5% but we protected regular improve local bus services. Pilgrims Hospices in was £3 million in 27 brand new Enviro 200 with a high-tech additive Envirox to reduce reasons such as congestion, bad weather, bus users by keeping the increase in many The Hop Route 3 single decks for the Thanet Loop route pollution and improve fuel consumption. diversions, etc. multi-journey tickets to under 5%. This was We work with many local organisations to East Kent which were delivered in April 2013. Vehicle engines must meet increasingly Faversham – Canterbury 5.1% despite increasing cost pressures. improve transport access and information, higher Euro standards of exhaust emissions. We monitor our services for punctuality such as hospitals, business centres and The Wave Routes 79% of our fleet is low floor or wheelchair 63% of our fleet meets at least the Euro 3 and 93.2% of our services operated colleges. Dover – Folkestone – Hastings – Eastbourne 4.2% lift equipped to provide easy access for the standard. within 5 minutes of their scheduled time, Our passengers elderly, disabled and buggies. traffic congestion being the main reason We carried over 46 million passengers We support a number of community groups We recycle most of our waste, such as litter, for delay. We continue to seek during the year, an overall increase of 2.2% and good causes and our charity of the year All our vehicles are inspected by our used oils, filters, batteries, parts, etc. improvements both through rescheduling over the previous year and this includes for 2013 is Pilgrims Hospices in East Kent. Our Services have been transformed through Our staff engineers at least every 3 weeks, and We also recycle the water we use to wash services and in discussions with our local depot teams regularly take part in fundraising partnerships with local transport authorities, maintained to much higher standards than our vehicles every night. 5.7%% more adult passengers (i.e. the We are a major local employer with 969 highway authorities. events for this charity, and others of their and many bus routes, particularly those the legal minimum, to ensure safety and increase without including concessionary drivers, 179 engineers and cleaners, and choosing such as Demelza House Hospice linking the area’s main towns, now run comfort. Every vehicle is cleaned daily. We have a company Green Team with pass holders and child passengers). 105 support staff, supervisors and managers We have partnership schemes with Ashford, Care for Children and St Michael’s Hospice in twice as frequently as before. Recent service members representing different job roles all based locally. Canterbury, Dover, Hastings, Shepway We received a total of 1371 passenger Hastings. enhancements include: from all our seven depots. The team has and Thanet Councils to work together been given special training and looks complaints about our services which Our drivers are well on their way to to improve and invest in our commercial Other community engagement initiatives • The addition of two extra buses on 27 brand new Enviro at each depot’s energy, recycling and equates to less than one complaint per The winners of our completing their Certificates of Professional services. East Sussex County Council and included a ‘local diamond’ competition we the Thanet Loop in October 2012 which sustainability performance and suggests 33,500 passengers. We comply with Competence (CPC). Our engineers are 200 single decks for the Eastbourne Borough Council are committed ran in July 2012. Passengers were encouraged ‘local diamond’ enabled us to increase the frequency to areas for further improvement. So far our industry code of practice, and every all skilled workers and we employ 6 to operating a similar partnership in to nominate a local diamond – a person who every 7 minutes Monday to Saturday Thanet Loop route the Green Team has helped facilitate complaint is investigated and action taken competition apprentices to provide skills for the future Eastbourne to expand our successful deserved recognition for their community work and 10 minutes on Sunday. an increased rate of recycling and an to avoid repetition of the problem. and are looking to recruit more in 2013. informal arrangements. and photos of the winners were placed on our investment in more energy efficient lighting. Our supervisors and managers have all Diamond route buses. • The introduction of a new service, completed relevant training courses for their We carried over route 15B, in October which doubled We have recently introduced an eco-driving various professions. 46 million passengers the frequency of buses between Dover system called Green Road on all our buses. and Canterbury to every 15 minutes. The system gives drivers and indication of during the year We are a major employer how they are driving via a green, amber and • Increasing the frequency of route 3, in the local community, red warning device and so will reduce fuel Faversham to Canterbury from three consumption by encouraging better driving buses an hour to four. with over 1,250 staff practices..

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