impact report 2019 changing lives, creating impact welcome to our impact report

2 Dear colleague These turnarounds can come at a significant cost. This year, these costs HCT Group is a , part and losses at merging organisations of a growing movement of organisations are the single greatest cause of that trade for a positive social purpose, HCT Group’s challenging trading rewriting the rulebook on what business performance. Morally, we think that is for – and what it can achieve. Our taking on these organisations and competitors are not industry rivals, protecting vital services is the right but loneliness and social isolation, thing to do. Commercially, we are exclusion and poor access to services. confident that we can turn these new As a social enterprise, we measure the parts of HCT Group around as viable difference we have made over the past social enterprises. twelve months, sharing, in this report, our data, our research and our stories. And yet, we would not be HCT Group if we did not look for the better way. Surely Before the term ‘social enterprise’ was it would be ideal if these organisations even coined, we were already part of were thriving on their own? another movement, one that is a significant force for good in our society – To that specific aim, this year has community transport. Across the UK, seen the launch of Future Journeys, there is a constellation of community a support programme for community transport organisations dedicated transport organisations. Future Journeys to providing transport for older and combines practical support from disabled people, community groups HCT Group with funding provided by and disadvantaged people – and their the Esmée Fairbairn Foundation and the social impact is amazing. Foundation for Integrated Transport. The idea is to support projects or we are still proud HCT Group grew to scale from these processes that help community to remain at heart a ranks and we share a common ethos – transport organisations to become community transport taking down the barriers faced by more commercially sustainable. organisation marginalised people due to poor access. Even as we continue to grow to a national We believe in the power of community scale, we are still proud to remain at heart transport to change people’s lives. a community transport organisation. We also believe in the power of social enterprise to make that self-sustaining. In the world of community transport, We also believe that it doesn’t have to times are hard and have been for some be us that delivers all of it. We have time. Traditional sources of funding taken steps this year to make these beliefs are in steep decline. HCT Group’s social ever more real. enterprise model has insulated us from this trend. As a consequence, we are Best wishes often approached by organisations in difficulty seeking to joinHCT Group, Dai Powell OBE gaining financial backing and access Chief Executive to our expertise. HCT Group We have said ‘yes’ where we can. Since our first merger in2006 , we have welcomed seven organisations into the Group. They have ranged from out-and-out rescues to organisations who have seen joining as their best strategic option in difficult times. In all cases, we have sought to preserve the social impact of these organisations. In all cases, we have needed to take some turnaround actions. measuring impact

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

HCT Group exists to make a positive our business in 2018/19 5 difference in our communities and this HCT Group has posted another year of is underpinned by our performance as strong growth in 2018/19, with turnover 36m an enterprise. Our commercial success increasing from £62.9m in 2 017/18 to enables our community impact. Whilst the £77m,1 growth of 22% – expanding the rest of this report explores the delivery organisation by around one fifth in of our social mission, this section sets HCT Group provided the past year. over 36 million passenger out the commercial performance that trips in 2018/19 enables it – our year in business. This growth has been driven by the part-year impact of three new Transport for (TfL) red bus routes – about our business Routes D6, N550 and N 5 51, the part-year HCT Group is in the transport business. impact of the new m1 Metrobus route in We compete successfully in the market , the full-year impact of new group for transport contracts and other members Community transport services, often against the Transport and Derbyshire Community 22% global giants of the transport industry. Transport, plus strong business HCT Group turnover We operate a fleet of 976 vehicles performance in the Channel Islands. grew by 22% in 2018/19 1 from 18 depots with 2002 staff and safely deliver over 36 million passenger growth through commercial journeys on our buses every year. Our acquisitions track record spans: In an exciting new development, growing the business red bus services 2018/19 also saw HCT Group undertake We deliver 17 London red bus routes its first commercial acquisitions – under contract to TfL. buying private sector bus companies mainstream bus services and turning them into social enterprises. We deliver the bus services in Guernsey In July 2018, we acquired Powell’s Bus in and Jersey and contract bus services in south , followed by an acquisition Bristol, Manchester and Yorkshire. of Impact Group in west London in August 2018. Both acquisitions enable school/college transport further expansion into geographies and three new Transport for We deliver both mainstream and markets adjacent to our existing operations London red bus routes – special educational needs (SEN) school D6, N550 and N 5 51 and have added to our growth in the transport up and down the country. current year. We also deliver contracts for services closely aligned to our social mission: a challenging year new m1 Metrobus route in Bristol adult social care transport HCT Group has seen a trading loss for We have a strong track record in delivering 2018/19 of £ 615 k,1 after posting a trading adult social care transport of all types. surplus of £705k in 2 017/18. new group member Dial-a-Ride Derbyshire Whilst this is disappointing, the most Community Transport We deliver a range of contracts significant contributing factors to the providing demand-responsive transport loss have been losses and turnaround for local authorities. costs for both Manchester Community new group member travel training Transport and Derbyshire Community Manchester We provide training to enable young Transport, where we have been actively Community Transport people with SEN to travel independently seeking to protect the social impact on . they create. innovation and novel solutions We provide a huge range of novel and bespoke transport solutions to meet the needs of specific commissioners. 1 Subject to audit. 6 set for the future We have written, spoken and

0 campaigned for many years on the . HCT Group’s main business is the

77 topic of the transport of place. This is delivery of longer-term transport 9 . where the many parallel networks contracts won by competitive tender. 62

6 of transport in a particular area – . This has the advantage of giving good

49 contracted mainstream bus, SEN, social visibility of the year ahead and we have care, non-emergency patient transport – a strong expectation of further growth 19 17 18 are all commissioned together, as one / / / in 2 019/20. network. Such an arrangement creates 2018 2 017 2 016 Next year will see the full-year impact the opportunity to radically improve HCT Group turnover of Routes D6, N550 and N 5 51 in London – outcomes for communities at a much in £m and the impact of Route 20, won during lower cost. the course of the year and commencing The obvious challenge with the transport operation in the final days of March2 019. of place is its level of difficulty. To succeed, We will also see the full impact of the you need a trusted partner to bring all Bristol m1 Metrobus route. the strands together. Over the past year, 625 The new financial year will also see we have been finding increasing interest 2 016 /17 the full-year effect of our commercial in these ideas with commissioners, 732 acquisitions, with both Powell’s Bus helped by a singular track record in and Impact Group being awarded 2 017/18 building the kind of relationships needed additional contracts after joining for success. 976 HCT Group. We also anticipate an There is a long way to go before these 2 018 /19 improved business performance at ideas can become a reality, yet we are HCT Group fleet grew by Manchester Community Transport increasingly confident that finding a 33% in 2018/19 and Derbyshire Community Transport. partner in this is possible. We believe the eventual prize is well worth the 1211 new horizons endeavour – a potential source of 2 016 /17 strong business growth that can, in In January 2 019, we commenced and of itself, make a positive difference 1514 operation of the longest of three to people’s lives. 2 017/18 Metrobus routes in Bristol. One of the 2002 remarkable dimensions of the route is 2 018 /19 that we operate it under a subcontract from , within the number of HCT Group context of a Quality Partnership Scheme employees grew by 32% in 2018/19 with the West of England Combined Authority. In the bus industry, all too often riven with mistrust, this is a singular achievement for all parties. We believe that this has been made possible by one of HCT Group’s sources of competitive advantage – we genuinely work well with others, be that as a subcontractor, as in Bristol, or an actual partner, as in Jersey. The qualities that place a partnership approach at the heart of what we do come directly from our values as a social enterprise. Increasingly, we are seeing this ability to work with commissioners to innovate together opening up genuine opportunities to make a difference. our scale of operation 2002 employees 7

400 396 138 31 single decker buses double decker buses cars and vans

11 coaches 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 most To enhance people’s lives, provide vulnerable and marginalised in our opportunities and bring people and society face daily barriers to access. 7555 communities together through transport A disabled person travels well under half and training. (46%) the distance per person per year when compared to a non-disabled This mission is at the heart of each person – 3505 miles versus 7555 miles.1 choice we make. From strategy to

3505 The total number of miles travelled daily operations, from procurement to per disabled person per year has fallen recruitment, we are unceasing in our by 17 % since 2 014.2 miles travelled search for greater social impact. disabled people travel Each mile less travelled is a curtailment of disabled people’s lives, a door closed well under half the distance transport makes a difference per year compared to on friends and family, a career unchosen, non-disabled people 1 HCT Group believes in a world without a story unwritten. barriers to access for vulnerable people – Each year we gather more evidence and we believe in the role of transport about the health impact of loneliness in taking down those barriers. Transport and isolation as a cause of life-limiting is the means by which the most 17 % conditions and early death. This year, marginalised in our society can access research has shown that loneliness is jobs, education, healthcare – or even associated with a 40% increased risk of the simple freedom of getting out and dementia.3 The scale of the issue is vast, about. You cannot live a rich and fulfilling with Age UK estimating that there will since 2014 the number life unless you can get to it. be 2 million chronically lonely people of miles travelled per 4 disabled person per year over the age of 50 in the UK by 2025. has fallen by 17 % 2 not just transport Over half of disabled people (53 per cent) report feeling lonely.5 Keeping people We also believe in the impact of access connected is potentially the most to opportunity – providing training for important public health task of our times. people who are long-term unemployed and creating jobs in areas of high Poor access to employment is also economic and social deprivation. damaging. Long-term unemployed people are five times more likely to request GP appointments than 1 6 Department for Transport (2018) employed people. National Travel Survey table NTS0709: So access matters. By providing Travel by mobility status and transport for older and disabled people main mode/mode: England, 2 017 2 we create a positive change – each trip Department for Transport (2 016) is an opportunity to see friends or family, National travel survey: feel part of a community, to access and travel: 2007–2 014 factsheet, ONS services, retain a sense of freedom and 3 independence or just to get out of the Sutin A et al (2018) Loneliness house. Each Learning Centre graduate and risk of dementia, The Journals of Gerontology, series B gby112 who finds work, escaping long-term 4 unemployment, gains a chance to get Age UK (2018) All the lonely people their lives back on track. 5 Sense UK (2 017 ) Someone cares if This is why we do what we do. We use I’m not there: addressing loneliness transport and training to connect people in disabled people with others, playing our part in tackling 6 loneliness, isolation and exclusion. Ronchetti J and Terriau A (2 019) Impact of unemployment on self-perceived health, The European Journal of Health Economics 10 planning for impact income and financial inclusion The extent to which our actions as an To plan our services and understand our lonely employer and purchaser have an impact impact, we systematically examine our in their own right. approach using our theory of change, first introduced in2 014. This involves conservation of

40% 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 a eg providing a community bus for positive environmental impact. older people ppwith our outputs eg passenger trips to a local how we measure our impact risk of dementia supermarket The passenger trips that provide loneliness is associated ppto our desired outcomes our outputs are tracked through our with a 40% increased risk eg people can access the services booking and logistics systems and of dementia 3 they need to live as independently collated to monitor our impact every as possible. month. Each year, we review our data collection methods to improve our To make this assessment of our impact accuracy. Our outcomes are measured as rigorous as possible, we use the using a rolling annual cycle of focus comprehensive outcomes matrix groups and user surveys, with survey 2m developed by Big Society Capital. In this questions continually under review to system – and as set out in our theory gain a deeper insight into our impact. of change opposite – the key areas of Our Learning Centre data is gathered 2 million chronically impact we are seeking are: for returns to our partners such as the lonely people over Education and Skills Funding Agency, the age of 50 in the UK access to local facilities by 2025 4 The extent to which our services colleges and others. are supporting their users to live as Environmental data is collected and independently as possible and to analysed as part of our day-to-day have the ongoing support needed to transport operations and economic data maintain their independence. is generated by an analysis of payroll feeling lonely physical and mental health and supplier information. over half (53 per cent) of The extent to which our services are disabled people in the UK supporting their users to maintain a report feeling lonely 5 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 learners 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 learners in employment, education or gain professional car journeys saved further training. qualifications through Through group transport education and training. members 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 a positive environmental impact. mission enhance people’s lives, provide opportunities and bring people and communities together through transport and training what we do Bristol Derbyshire London London Dial-a-Ride Capital Call

12 In addition to our commercial work, 13 HCT Group provides high social impact 77,812 4,914 services across the country. passenger trips in 2018/19 passenger trips in 2018/19 We provide the complete Dial-a-Ride Capital Call was developed in partnership service for the city of Bristol, ensuring that with as a medium-term older and disabled people can get out means of addressing gaps in the London-wide Bristol Derbyshire Leeds London Bristol Derbyshire London and about around the city. We also deliver Taxicard scheme – connecting people Manchester shopper buses Dial-a-Ride services on behalf of Transport with mobility difficulties to quality-assured for London from two London depots, minicabs in those parts of London where group transport making use of everything we have learned regular black taxis were scarce. In 2018/19, 46,466 about accessible transport to meet the after more than ten years’ service, we have needs of more people in our communities. been able to declare Capital Call’s mission passenger trips in 2018/19 186,685 finally accomplished – there is now sufficient cover for the Taxicard scheme and our passenger trips in 2018/19 We provide a range of services aimed at making sure older and disabled people can support is no longer required – a real We have been providing subsidised, access a supermarket. We collect service success story. accessible minibuses for community groups users from their homes, take them to the since our inception in 198 2 – our group shops, and then safely back again. These transport service. The community groups services ensure older and disabled people community cars Dial-a-Ride that travel with us are wonderfully diverse, have access to affordable, healthier food – each with a story to tell, each creating as well as an opportunity to get out of the group transport their own social impact through their house and socialise. 1,597 work – providing services and bringing group transport Leeds passenger trips in 2018/19 people together. community bus Manchester In south London, we provide a community By providing transport, we are a part of car service for disabled post-16 learners. these stories, contributing to their social The idea is to provide an accessible car impact and supporting them to make a 24,217 service that enables them to arrive at college difference. Most of the groups we serve ready to learn. passenger trips in 2018/19 have little or no other means of getting their travel training members out and about. Community buses connect older and disabled people with a range of essential Derbyshire Norfolk ScootAbility services. In Bristol and Derbyshire, the routes are flexible, collecting service users from community bus community bus their doors to varying drop-off points – 760 London Norfolk Surrey Dial-a-Ride Dial-a-Ride really meeting individual needs. In London, passenger trips in 2018/19 travel training we provide Route 812: a timetabled ‘hail and group transport group transport Mobility scooters and powerchairs provide ride’ bus route in Islington focussed on the users with greater independence, improving needs of older and disabled people – shopper buses shopper buses their quality of life – but they are expensive but open to all – connecting them with the 37 and often impractical to store at home. key services, shops, doctors’ surgeries and Bristol people travelling independently ScootAbility, developed in partnership in 2018/19 day centres that they identify as important. London with the London Boroughs of Camden For many young people with special and Islington, enables members to borrow educational needs, a lifetime dependent Capital Call scooters or powerchairs for free – and we on specialist transport hampers access to deliver and collect the vehicles directly to everything needed to lead a full and Surrey community bus and from service users’ homes. independent life. Travel training equips travel training community cars these young people with the skills and Learning Centre confidence to travel independently on Dial-a-Ride public transport, providing a step change in life chances. Our programmes in Lambeth, group transport Surrey and Norfolk are funded through 135 an innovative Social Impact Bond. Learning Centre unemployed people who successfully gained jobs ScootAbility in academic year 2 017/18

shopper buses Our Learning Centre’s primary goal is to support people who are unemployed in travel training building the skills and confidence to move into sustainable employment, creating a step change in their life chances. 14 access to local facilities

access matters what we do 15 The services we need to lead our lives HCT Group provides a huge range rely on our ability to get to them. Older of transport options to connect poor hospital access and disabled people face significant people with the services they need. barriers to accessing the basic services We provide community buses and two thirds of UK elderly that most of us take for granted – Dial-a-Ride services, all aimed at the people cannot reach a hospital within 30 minutes getting to the shops, the post office, most vulnerable in our society who by public transport 2 the doctors’ surgery or the hospital. find public transport difficult to use. We even provide shopper buses explicitly These barriers to access affect millions designed to give older and disabled of people and have profound, negative people access to supermarkets. consequences. According to research in the British Medical Journal, 7% of We also provide minibuses for community 10% severely disabled people in the UK have groups that share these objectives. an unmet health need just because of The groups we work with provide access transport problems.1 to an enormous variety of activities – from encouraging youth participation appointments missed Two thirds (66%) of elderly people – in sport to providing high quality day 7.8 million people – cannot reach a 10% of hospital outpatient centres for older people that act as hubs appointments are missed hospital within 30 minutes by public for essential services. due to transport problems 3 transport.2 An estimated 10% of hospital outpatient appointments are missed due to transport problems.3 Nearly one fifth 19( .7%) of people why service users who completed over 55 years old say that not being our survey said they use us no supermarket access able to easily access a supermarket is a significant barrier to eating healthily,4 45% nearly one fifth (19.7%) an issue that compounds the epidemic 2% of people aged over 55 32% say poor supermarket of malnutrition in older people, access is a barrier to eating with 1.3 million people estimated to going to shops, post office, bank, council, etc healthily 4 be at risk.5 28% 18% 25% attending day centre, lunch club, etc 4% 56% 20% 7% going to cultural/sport/recreational/other activities 10% 0% 1 unmet health need Sakellariou D and Rotarou ES (2 017 ) 7% Access to healthcare for men and women accessing health services 7% of severely disabled with in the UK, BMJ Open people in the UK have 7% 2 an unmet health need Lucas K (2 019) Inequalities in mobility 2% just because of transport and access in the UK transport system, 6% problems 1 Government Office for Science meeting with friends and family 3 ibid individual transport 4 Corfe S (2018) What are the barriers group transport to eating healthily in the UK?, The Social Market Foundation all services 5 APPG on Hunger (2018) Hidden hunger and malnutrition in the elderly 16 our impact These services are making a real difference. Survey data shows that We explore our impact with service users just under two fifths 39%( ) of our service using booking data, focus groups and users who completed the survey feel surveys. In 2 019 our survey data reveals that their access to shops, healthcare, that accessing basic services that most culture, sport, and recreation activities people take for granted – going to has improved over the year – a figure the shops, post office and so on – that jumps to 47% of individual was the single most common use of our transport users. 47% transport, representing 32% of all trips. This figure rises to45% for users of our This translates into positive changes to individual transport services, showing people’s lives, with 48% of individual improved access how important these are for providing transport users saying their independence access to facilities for vulnerable people. had improved and 53% saying their 47% of HCT Group A further 25% of survey respondents ability to get out and about in general individual transport users use our transport to access services had improved as a result of using our who completed our survey said their ability to at day centres, with one in ten (10%) services this year. access local facilities of individual transport users directly had improved accessing healthcare.

48% outcomes reported by service users who completed our survey

47% more independence 19 % 48% of HCT Group 39% individual transport users access to shops, culture, religion, doctors % improved said their independence had improved 48% 18% 40% independence % improved 53% 53% 25% 45% get out and about % improved getting out more individual transport 53% of HCT Group individual transport users group transport said their ability to get out and about had improved all services Ian and Kathleen’s story

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47% 19 % 39% Ian and Kathleen are accessing Not only is Dial-a-Ride practical for access to shops, culture, religion, doctors % improved local services with Dial-a-Ride Ian and Kathleen, but the service also 48% enables them to meet with friends, 18% once we do our Ian and Kathleen have been using tackling social isolation. ‘It’s something 40% shopping we go to the the Dial-a-Ride service from Bristol I now look forward to,’ said Kathleen. café and have a coffee Community Transport (BCT) for the past ‘Not only do I have company on the bus, independence % improved and a chat five years. Ian has dementia and mobility but once we do our shopping we go to 53% issues so the service helps his wife the café and have a coffee and a chat. I 25% Kathleen run her errands once a week. don’t know what we’d do without this 45% If they weren’t using Dial-a-Ride, the service. The drivers are wonderful too – get out and about % improved couple would either have to take a taxi so patient and caring.’ or rely on a family member to drive them. Bristol’s Dial-a-Ride service is available for individual transport The couple use Dial-a-Ride to attend residents five days a week and provides doctors’ appointments, the local group transport a door-to-door service for those who supermarket and occasionally the are unable to access mainstream public shopping centre. all services transport. As in Kathleen’s case, the ‘It’s helped me a lot. With Ian being in service caters for family members who a wheelchair it’s very difficult for me need the service to support them too. to get anywhere. The comes to ‘Having a community transport service the front door and takes you directly,’ like Dial-a-Ride makes a huge difference explains Kathleen. for people like Ian and Kathleen who rely on the service for their weekly errands. It’s about making people’s journeys more accessible and worry-free,’ said BCT driver Richard May. Burmantofts Senior Action CIO

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helping a Leeds men’s group to ‘By coming to the group, they can chill access their local out in a familiar environment, catch up with friends, play snooker or dominoes, it really builds up Burmantofts Senior Action CIO has been talk to people. It really builds up their their confidence helping and supporting older people confidence – to talk to others and to in their community for the past 27 years. our staff, who can then help them access As part of a wide range of services, they wider services if necessary. run Blokes and Banter, a men’s group. ‘All of our members are local, but many Its activities involve trips to the local pub – have mobility needs and some are the Anglers Club – plus meals out and wheelchair users, so transport is a must. excursions, for example to Leeds For many members, even ten minutes Armouries (pictured). Leeds Alternative away is too far. Specialist transport Travel provides the transport that takes is a godsend – with drivers who really group members from their homes to understand the needs of our group, the activities. who’ll help our service users from ‘The group aims to bring socially isolated their door onto the transport, who’ll older men together but, to make that be patient and explain what’s going on – work, you’re looking for a particular it’s the little things that make all environment,’ explains Sheila Davenport, the difference.’ Volunteer/Activities Coordinator at Burmantofts Senior Action. ‘The Anglers Club is ideal. For many group members, it was their local and a place where they spent many nights out – which, due to reduced mobility, they could no longer access. 19 20 physical and mental health

access matters our impact 21 The impact of loneliness on physical Our impact survey explores the and mental health is now beyond doubt. difference our transport is making bus for human contact A major 2 019 study has revealed that to service users’ physical and mental one in six older people social isolation doubles the risk of an health. For 35%, using our transport has (16%) take a bus ride early death for some groups.1 meant feeling healthier – getting out at least once a week of the house, doing some exercise and just for human contact 3 This is an issue at a vast scale: nearly not just staying at home – a number a quarter (24%) of people aged 50+ that increases to 40% for our individual living in England feel lonely some of transport users. the time, while 7% feel lonely often.2 One in six older people (16%) take a bus Our survey also asks about the impact of ride at least once a week just for human our transport on service users’ broader contact.3 The threat of loneliness is more wellbeing, resilience and mental health. deprived severe for younger disabled people – Half (50%) of our individual transport only one in five 19( %) say that they ‘hardly users said that they felt more satisfied ever or never’ feel lonely, compared to with life, 43% said they felt better able to affluent 45% of non-disabled people.4 cope with life’s ups and downs and 47% reported increased confidence. likely to be less active Helping people keep active is positive young people from more for people of all ages: there is a direct deprived families are more link between young people who are likely to be less active (39%) active through sport and their wellbeing.5 than children from more However, young people from more affluent families 26%( ) 5 deprived families are significantly more likely to report being less active outcomes reported by service users (39%) than children from more affluent who completed our survey families (26%).5 47% 18% what we do 39% 40% Each one of our individual transport confidence % improved services – from community buses to 40% scooter loan schemes – aims to help 20% people get out and about, bringing them feeling healthier 35% together. These help to address social 40% of HCT Group isolation, tackling some of the underlying feeling healthy % improved individual transport users causes of poor health and wellbeing. 50% who completed our survey 22% said they felt healthier Our group transport service also 42% plays its part, providing transport for community groups that seek to address life satisfaction % improved these issues – either directly through 43% access to healthy living activities, sport 20% and exercise, or indirectly through 36% addressing isolation and loneliness. coping with life’s ups and downs % improved

individual transport

1 3 group transport Alcaraz K et al (2 019) Social isolation ComRes (2018) Greener journeys – and mortality in US black and white loneliness poll all services men and women, American Journal 4 of Epidemiology, vol 18 8 issue 1 ONS (2018) Children’s and young 2 people’s experiences of loneliness: 2018 Age UK (2 019) All the lonely people: 5 loneliness in later life Sport England (2018) Active lives: children and young people survey John’s story

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John is using community transport Providing transport for John can only to stay active be possible thanks to our volunteer drivers. John requires assistance on his being active in the John is a wheelchair user and uses outings so our drivers also accompany community has Derbyshire Dial-a-Ride once a week him. They’ve experienced all sorts of definitely helped with to do his shopping. ‘My mobility issues outings with John – shopping trips, loneliness made it difficult to leave the house and tram journeys to Nottingham, and it was so frustrating. Dial-a-Ride has made even a wrestling evening at the local such a difference in my life. Now I meet leisure centre! new people and have a weekly routine,’ ‘Community transport is so important explains John. for people who are unable to access John likes to stay busy and also attends conventional transport. Many people a social group three days a week. rely on this service and we really try to ‘Being active in the community has cater to people’s needs. Helping people definitely helped with loneliness. like John is what makes our work so I have made good friends and feel a lot valuable,’ said Derbyshire Community more confident. Transport driver Robin Mather. ‘You can’t imagine how much community transport impacts your life but it has made such a positive difference and I don’t know where I’d be without it. I rely on it for all my social activities but it also gives me a purpose and reason for leaving the house. The service is really great and vital for people like me,’ John tells us. Hackney Pan-Disability Cricket Team

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helping disabled young people ‘Every time we come along it’s a to enjoy sport chance for all the players to meet up with old friends on other sides,’ said the chance to compete The Hackney Pan-Disability Cricket Team Hackney coordinator, Alan Walsh. against their peers, Team uses our community transport ‘It’s about more than just playing cricket. enjoy the benefits of service to travel to fixtures. They are Super 1s is about personal development. sport and live a more a part of the Lord’s Taverners Super 1s With our group, through this, they meet active life programme, which gives young people and socialise outside of our networks. with disabilities aged 12–25 the chance ‘They’ve learnt about leadership, to play cricket regularly, as well as the teamwork, supporting each other. opportunity to take part in a year-round This has helped them develop life skills competition structure that culminates for the future. Super 1s does that as in finals at Lord’s. that’s what it’s about. Yes, it’s a cricket By creating community cricket hubs, programme, but most people realise delivered weekly by the county cricket it’s about personal development. boards, the Lord’s Taverners Super 1s It’s really important.’ programme gives disabled young people The Hackney Pan-Disability Cricket the chance to compete against their Team also enjoyed a day to remember peers, enjoy the benefits of sport and at Lord’s on 18 October 2018, as they live a more active life. reached the Lord’s Taverners Super 1s For many young people with disabilities Finals. They were just edged out by throughout the UK, opportunities to Hillingdon in a nail-biting finale, while take part in regular competitive sport two of their players were named can be extremely limited. But Super 1s Fielder and Bowler of the Finals to has created a new pathway for disabled cap a memorable day. young people to play the game and benefits youngsters in all aspects of their life. 24 family, friends and relationships

access matters our impact 25 Keeping in touch with our friends and We believe that bringing people together excluded from family isn’t just about having fun and our with friends and family is at the heart of social activities quality of life, it is vital for our health and tackling loneliness and social isolation. in UK rural areas, 5–10% wellbeing. One recent study has found Our impact research asks our service of older people are that our social networks are as important users whether their ability to be sociable – excluded from social as exercise and diet across the span of physically meeting with friends, going activities because of poor our lives.1 Yet 1.7 million older people out for coffee and so on – had improved public transport access 2 in England go for a whole month without as a result of using our transport, with meeting up with a friend.2 43% of those who completed our survey saying that it had. This figure In rural areas in the UK, it is estimated rises to 51% for users of our individual that 5–10% of older people are excluded transport services. excluded from society from social activities due to lack of access half of working age to a private car and limited ability to According to our survey, spending disabled adults feel access public transport.3 time together has significant benefits. excluded from society 2 Over half (51%) of our individual transport Seeing friends and family is of vital users said their feelings of connectedness importance to disabled people, with to others had improved and, most almost three quarters (74%) saying importantly, 54% said that they felt that a strong network of friends is, less lonely. friends important or would be, helpful for them to live a for independence more independent life. However, half of three quarters of working age disabled adults (49 per cent) disabled people say a feel excluded from society.4 strong network of friends helps them live a more independent life what we do outcomes reported by service users who completed our survey HCT Group provides services that connect people to their friends and 51% family – and bring people together 24% so that our service users can meet new 43% people, make new friends and improve 54% being sociable % improved their social contact. Individual transport services like community buses help 51% vulnerable people to see those they 25% less lonely care about. 43% 54% of HCT Group feeling connected to others % improved individual transport users Our group transport service enables 54% who completed our survey community groups working to address said that they feel social isolation and loneliness to help 19 % less lonely people feel connected to others. Our 44% Independent Travel Training enables feeling less lonely % improved young people with special educational needs (SEN) to do more than just get to individual transport school – it helps them to catch up with group transport friends and lead active social lives. all services 1 3 Yang C et al (2 016) ‘Social Lucas K (2 019) Inequalities in relationships and physiological mobility and access in the functioning’, Proceedings of the UK Transport system, Government National Academy of Sciences Office for Science 2 4 Age UK (2 019) More than 3m older Smith C and Dixon S (2018) people rely on friendly neighbours Independent. Confident. Connected. to brighten up their days Scope Age UK Derby and Derbyshire

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transport for a community group ‘It’s amazing to see the difference bringing friends together it makes. The daughter of one of our service users told me recently about bringing people Age UK Derby and Derbyshire provide how her mother, Nancy, was excitedly together can give a huge range of services and activities rifling through her wardrobe for the a new lease of life for older people. Many of these help first time in ages, picking out her service users meet up with friends – frock and accessories for the tea dance and make new ones, socialising and and planning to get her hair done. getting out and about. Bringing people together can give a new lease of life. One of these is the Memory Lanes project, a dementia-friendly group ‘For many older people it’s very difficult including people with memory loss, to get to a bus stop and normally, most long-term conditions, stroke survivors people can only get transport to take and people becoming frail, anxious them to hospital appointments. We use or depressed. Memory Lanes – a minibus from Derbyshire Community supported by health and wellbeing Transport to pick up service users for funding though the local CVS – puts on trips to go out for lunch, excursions – a wide range of activities, reminiscence and the ever popular tea dances. The sessions, trips out to local pubs for lunch, journey is really important – a real part tea dances and other excursions. of the day out, not only because it gets people into the countryside, but also ‘It’s all about meeting new people and because they can meet up with their keeping up with friendships,’ explains friends on the bus.’ Di Cliff, Development Worker at the Chaddesden Centre. ‘These trips out allow people to get together with old friends – friendships that have sometimes been disrupted by distance or illness – and it’s also a good opportunity to meet new people. Rene’s story

27

Rene can now travel independently, ‘If I hadn’t done travel training I couldn’t helping him to feel more positive go to the clubs after college, or to any other places. I would be at home.’ Rene is so confident Rene completed his Independent Rene’s parent has also seen the impact, and he can do so Travel Training in Lambeth this year – saying: ‘I was worried about the training, many different things. and is now out and about independently. I worried he would get hurt. So I kept It’s been very good Talking about his Independent him close for protection. When the travel for him Travel Training experience, Rene said: training coordinator came to my house ‘Before travel training I went to school in and I met the travel trainers I felt very a taxi so I couldn’t do clubs after school. reassured, they kept me up to date with Now I’m more independent – I can go his progress, I was happy with the work. out where and when I want to. I feel ‘To other parents I would say that I was really positive, I concentrate more and reassured by the information from I feel focussed. the travel training team, and I would ‘Now, I go to a drama club on Saturdays recommend it to other people. Rene and then catch the bus to meet my mum is so confident and he can do so many at church. I go with one of my friends different things. It’s been very good to church youth club. I’m learning to for him.’ play guitar and I sing with the group. ‘In the future I want to live on my own in an apartment and learn to drive. I will have to pay bills. I need to work for money so that I can have a family, and then we can go on holidays to many places that I’ve never been to. 28 citizenship and community

access matters Our group transport services support 29 the work of community groups that Feeling connected to our community engage with all parts of our community, and taking part gives everyone a vital enabling people to volunteer, participate, sense of belonging. It can be as simple as campaign and make a difference to the feel disconnected knowing your neighbour to say ‘hello’ to – issues that matter to them. Independent 3.4 million over-65s rely on chats with 34% of younger people – Travel Training enables young people their neighbours to brighten their day1 – one in three – believe their with special educational needs (SEN) to community does not care right up to campaigning, get out and about on their own, meeting about them 2 or attending community events. friends, neighbours and taking part in Connectedness cannot be taken for community life. granted. Younger people feel increasingly disconnected, with one in three (34%) believing that people in their community our impact less socially isolated do not care about them2 – and this same Our impact research shows that our cohort is the most likely of all groups, 77% of 18 –24 year olds services are helping people to connect said volunteering including older people, to report with their community – well over half made them feel chronic loneliness, with one in ten (9.8%) (56%) of all group transport trips were to less socially isolated 4 reporting being often or always lonely.3 participate in cultural, sport, recreational Being active in the community helps. and other activities in the community. Over three quarters (77%) of 18 –24 Using our transport to take part makes a year olds said volunteering made them real difference. Two out of five 40%( ) of feel less socially isolated.4 The health service users who completed our survey improved health benefits of volunteering are also feel they are better connected to their increasingly well understood for older 84% of older volunteers community because of our transport – reported stable or people, with one recent study finding rising to 46% of our individual transport improved health after that 84% percent of older volunteers users. Our group transport service two years 5 had reported stable or improved health comes into its own supporting more after two years.5 However, you can’t take direct participation, with more than a part if you can’t get there – one fifth fifth 21%( ) of its users saying that their of disabled potential volunteers have ability to be active in the community, said they were more likely to volunteer including volunteering, had improved. if transport were available.4

what we do outcomes reported by service users who completed our survey HCT Group aims to help our service users participate, access volunteering 46% and get to community events. Individual 25% transport services like our community 40% buses help older and disabled people feeling a part of community % improved get to volunteering opportunities – or just out into their communities to 24% build personal connections. 21% 23% active in community eg volunteering % improved 1 4 Age UK (2 019) More than 3m older NCVO (2 019) Time well spent: individual transport people rely on friendly neighbours a national survey on the volunteer to brighten up their days experience group transport 2 5 The Prince’s Trust (2018) Georges A et al (2018) Longitudinal all services Futures at stake study of foster grandparent 3 and senior companion programs, ONS (2018) Children’s and young JBS International people’s experiences of loneliness acta Community Theatre

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helping socially isolated older people ‘It’s so much more than just a meal and feel part of their community chat. After lunch, they then go on to do creative activities with the Making Time they have something Over the past 35 years, acta Community group. It gets all participants directly to offer and are a part Theatre has been supporting all the involved in performances – things of their community different parts of the community in like putting on shows and performing Bristol to share their own stories and puppet theatre. This year, they the experiences that matter to them. have been involved in an amazing Working with those who have the least intergenerational storytelling project access to the arts, their aim is to make with the local primary school – again, the theatre a place where people can accessed using BCT Transport. come together. ‘The idea is to ensure people feel that ‘Our arts centre in Bedminster has a they can contribute in a meaningful café–bar space that we wanted to get way, that they have something to offer more out of,’ explains Kathryn Hopkins, and are a part of their community – Communications Coordinator at acta. it’s a lifeline that supports members’ ‘We thought it would make a real happiness, wellbeing and mental health.’ difference if we could tie in using the café–bar with our existing project for the over 55s – Making Time. ‘We collect socially excluded older people from their homes using Bristol Community Transport (BCT) minibuses and bring them to the theatre – many participants couldn’t come without it and many need accessible transport. They have a great lunch provided by our volunteers using the café–bar facilities, with everyone eating together so that people can socialise – and there’s extra support if needed. Wider World

31

helping young people build ‘There are also trips to work environments – essential life skills like a police station, BBC Bristol and Bristol University – helping participants curiosity, self-belief, Wider World is a charity working with broaden their aspirations and envisage confidence, leadership children and young people in Bristol. a positive future. and resilience They work with children aged 8–12 ‘All participants self-select target skills whose families may not be able to access they – and their parents and teachers – the out-of-school enrichment activities would like to develop. Group leaders that many take for granted. and trip volunteers provide feedback ‘Our aim is to build those essential life on their progress in real time, present skills that come from a broad range of awards and a final personalised report experiences and activities – confidence, at the end of the programme for each resilience, leadership,’ explains Jonothan participant. Over the course of the Hope, Director and Programme Manager programme, we see the children at Wider World. building life skills that help them prosper throughout their childhood, teens and ‘We work with schools in Bristol who later life – curiosity, self-belief, confidence, refer disadvantaged children whom leadership and resilience. they believe will get the most out of the programme. Over a seven-month period, ‘Transport makes the whole thing work – the participants have thirteen activity it wouldn’t be possible without it. We use days – each of which involves two Bristol Community Transport to get to enrichment activities. These include and from our trips out, but it goes museum visits including We the Curious, beyond that. The journey is a real part M-Shed (history of Bristol) and Bristol of their experience – it creates an Museum, ice skating, Bristol Zoo & environment where everyone is sitting Wild Place conservation park, indoor together, so our volunteers can share and outdoor climbing, kayaking in their stories and participants can explore Bristol harbour and Bristol Scrapstore. what they have learned.’ 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 87.7% into sustainable employment, creating confidence and self-esteem, eroded the a step change in their life chances. skills and qualities needed to succeed 90% 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 help learners to achieve based on the employment and skills qualifications or progression onto needs of the communities where we further learning, but also embed the work, covering a wide range of subjects – day-to-day skills needed to thrive in fact we now run more non-transport in employment – by mentoring for related programmes than transport 74.7% confidence, by providing information, related ones. advice and guidance to highlight 100% 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 for 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 academic year better progression 2 017/18, provided programmes in five In the previous academic year, the London boroughs: Greenwich, Hackney, Learning Centre introduced a range Hayes & Harlington, Newham and of non-accredited community Waltham Forest. learning programmes. These The Learning Centre also aims to remove ‘bite-sized’ programmes were aimed at the barriers to participation for the harder-to-reach learners for whom a full 582 hardest-to-reach. We seek out learning course is not yet appropriate, helping to 139 environments that will boost confidence develop their confidence and readiness and participation, avoiding traditional 2 015 /16 to move onto further learning. classroom settings. Examples of where 506 Bite-sized courses proved highly our sessions take place include a bus 178 successful at encouraging learners depot in Hackney and a community 2 016 /17 to progress onto full programmes, centre where learners already take 403 leading to a renewed focus on them their children for after-school activities. 13 5 in the 2 017/18 academic year. To make 2 017/18 progression even more effective, the unemployed people after Learning Centre has also introduced training and education a range of Functional Skills courses in with HCT Group English and Maths at Entry level. gained qualifications gained jobs 34 the whole journey As many harder-to-reach learners are not yet ready to go straight onto longer courses leading to a full qualification – or entry to employment, the Learning Centre’s focus is to create a journey; a system of progression. This involves providing a coherent path – be the learner starting with bite-sized or outcomes reported by learners starting at level 3, with support all who completed our survey the way to getting and keeping a job. For the hardest-to-reach, our bite-sized 96% community learning programmes act as 89% a starting point, re-engaging them with I feel positive about my learning learning and providing an opportunity 82% for guidance. For some learners, 87% bite-sized courses can also provide a I am developing confidence in speaking ‘missing piece’ in their skill set, enabling them to progress onto full employment 86% straightaway. 82% I am developing confidence in writing For other learners, the next step maybe another bite-sized programme, further 80% building their confidence. For yet 77% more, the natural next step may be I am developing my ICT skills progression onto a level 1, 2 or 3 course – 72% joining the many learners who enrol 69% straight onto one of these programmes. I am developing confidence in maths skills To make the leap between bite-sized 89% community learning and full qualifications 91% even more straightforward – and to I feel able to express myself and be listened to address common gaps in our learners’ 94% skills for employability – in the 2 017/18 86% academic year we have introduced Functional Skills qualifications in I feel able to set goals for myself English and Mathematics at Entry levels 96% 1, 2 and 3. Learners either join these from 94% other Learning Centre programmes – I am more aware of equality and diversity or directly, if this is the right place for 97% them to start. 92% I am more aware of safety issues and reporting 95% 88% I am more aware of common values and preventing radicalisation % agree

2 016 /17

2 017/18 the progression effect 86 317 unemployed learners unemployed learners 35

Learning Centre

bite-sized adult and second programme pp403 unemployed learners community learning pp719 learning outcomes programme 66 learners pp33.5% of all learners gained jobs pp94% of level 1/2 learners gained qualifications 251 learners

Entry, level 1, 2 or 3 programmes

337 qualifications

135 learners with jobs

Learning Centre results Almost all learners (94%) at levels 1 and 2 attained qualifications – reflecting our In academic year 2 017/18,1 the Learning high standards of teaching and learning. Centre supported 403 unemployed In fact, retention and achievement learners to achieve a total of 719 learning on the Learning Centre’s different outcomes of all types – from completion courses was close to or higher than of a bite-sized course to achieving the national averages. a level 3 qualification. Most important of all, 13 5 learners found A decisive majority (79%) of the work as a consequence of their time Learning Centre’s learners started with the Learning Centre – 33.5% of their journeys on bite-sized community all learners. learning programmes – up from 49% in the 2 016 /17 academic year. Close to nine out of ten of these learners (88%) then progressed onto an Entry, level 1, 2 or 3 programme. What this represents 1 is a significant boost to the Learning To improve accuracy, the Learning Centre now reports on the most Centre’s social impact – learners who recent full academic year, rather join bite-sized programmes tend to be than presenting estimates for the from the hardest-to-reach groups. financial year. Marlon’s story

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starting a career as a London ‘You know when you have someone in red bus driver your family that you look up to and you listen to them and they guide you in I feel useful now. Marlon earned bus driving qualifications a certain way? That was Fred. He made I’m happy because through the HCT Group Learning Centre. me feel comfortable and he’s very good I’m focussed and can He’s now thriving as a London red bus at what he does.’ provide a lot more for driver based at our Ash Grove depot. After successfully gaining his bus driving my children ‘I’m 47 now so it’s been a long time since licence, Marlon found work at HCT Group I’ve been in a learning environment, but as a London red bus driver. He has been I was focussed on what I had to achieve,’ with HCT Group for a year now. ‘The explains Marlon. ‘Doing the driving test people here are good to me. You go to was fine as I had put in the work, but the certain workplaces and personalities build up to the exam was hard. It was my clash, but here everyone makes an effort anxiety beforehand that was unsettling.’ to help you move along. Even drivers I don’t know are supportive and help. Marlon had been unemployed for two years before signing up with the Learning ‘I feel useful now. I’m happy because Centre. ‘Being 45 and unable to provide I’m focussed and can provide a lot more is hard. It’s a backward step,’ said Marlon. for my children.’ ‘I’ve got two girls and although I was able ‘We’re really proud of what Marlon to spend lots of time with them when has achieved,’ said Frederick Thomas, I wasn’t working, I couldn’t do everything Senior Tutor at the Learning Centre. for them. It was a financial strain.’ ‘For us, it’s not just the qualification – Marlon was inspired during his training it’s about supporting our learners to make by instructor Frederick Thomas, one of a change to their lives. Gaining full-time HCT Group’s longest-serving employees. employment is a huge accomplishment and they have said it provides stability and purpose.’ 37 38 a focus on Jersey

HCT Group has been providing Jersey’s 1-2-1 programme 39 bus franchise – LibertyBus – since 2 013. Individual support for disabled people The service is delivered in partnership to gain the skills and confidence to travel with the Department for Infrastructure, independently on public transport. Government of Jersey. travel training By any measure, LibertyBus is an A programme supporting vulnerable unequivocal success. We’ve listened young adults aged 16 –18 with learning to islanders and made as many difficulties, with weekly training to travel improvements as possible, including independently on the bus. new vehicles, an expanded network, introducing smartcards and contactless the Jersey impact survey payment. As a result, more and more people are using the bus service: To assess the difference we are making, in 2018/19 there were nearly 5 million we have conducted a large-scale survey 70,000 passenger journeys – an increase of 38% of our social impact – applying exactly free passenger trips since we took over the service in 2 013. the same theory of change that we use In partnership with the to think about our community transport services. We asked 2169 bus users what Government of Jersey, the social impact of buses our AvanchiAccess card had changed in their lives as a result of provides disabled people At HCT Group we believe that, all too using the bus. with 70,000 free passenger often, specialist transport is only needed trips a year When we look at the views of those because mainstream bus services do not groups for which HCT Group aims to meet the needs of older and disabled make the most difference – older people, people. If we can make the most disabled people, younger people and accessible bus service possible, would unemployed people – we can see the that bus service have the same type real impact of a public bus service run of social impact that our community for public benefit, not private profit. transport does? The results show that one third (33%) Our Jersey team has been working hard 5m of concession pass holders said their to take down the barriers to access for access to local facilities had improved – older and disabled people – over and and 58% of new disabled bus users above the normal steps taken by other nearly 5 million agreed. Three out of ten (30%) disabled mainstream bus services – with a huge passenger journeys bus users said their confidence had in 2018/19 range of projects including: improved. Over a third of young people AvanchiAccess card (37%) said using the bus service had In partnership with the Government of given them more independence and 57% Jersey, we have introduced a smartcard of unemployed people said that using that provides disabled people with free the bus had improved their confidence bus travel, enabling 70,000 passenger and independence. trips a year. There will always be a need for specialist 38% Disability Outreach Project transport for the most vulnerable and We are working with Jersey’s disability marginalised in our society. Nevertheless, LibertyBus has increased ridership by charities to train our staff in the highest this data suggests that, by focussing 38% since taking over possible standards of service to our on the needs of our communities, the service in 2013 disabled customers. mainstream bus services can have a strong social impact. Jersey survey findings

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2169

saved money access improved social lives improved 2169 bus users in Jersey 80% of people who use the one in five bus users said 28% of bus users said their completed our survey bus every working day said their access to local services social lives had improved it had saved them money had improved

older people disabled people young people unemployed people

35% 58% 37% 41%

social life improved access improved more independence ability to cope 35% of concession pass 58% of disabled people 37% of young people – 41% of unemployed people holders said their social new to the bus said their over a third – said using the said their ability to cope interaction had improved access to local facilities bus service had given them with life’s ups and downs because of the bus had improved more independence had increased

33% 44% 33% 39%

access improved more independence more confidence feel healthier 33% of concession pass 44% of disabled people 33% of young people – 39% of unemployed holders said their using AvanchiAccess cards a third – said using the people – almost four in ten – access to local facilities said their independence bus service had increased said using the bus had had improved had improved their confidence made them feel healthier

25% 38% 17% 36%

feel healthier less lonely less lonely less lonely 25% of concession pass 38% of new bus users 17 % of young adults said 36% of Jersey’s unemployed holders said getting out who are disabled felt less using the bus service people said they felt less and about had made them lonely because of the had made them feel less lonely because of the bus feel healthier service – over six times lonely – more than any other the proportion (6%) of age group non-disabled people who said so Jordan’s story

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unemployed people

Jordan uses the bus every day to ‘Independence is very important to travel to and from college, giving Jordan,’ explains her father. ‘She is her the independence that she finds nearly 20 years old now and it makes so important a huge difference to her confidence and self-esteem to be able to travel it makes a huge At 19 years old, Jordan is in the final year independently and use the regular difference to her of the Life Skills course at Highlands school bus service.’ confidence and College. As part of the course she Jordan has an AvanchiAccess card self-esteem to completed travel training with LibertyBus so she doesn’t have to worry about be able to travel and now has the skills and confidence to having the right change for the bus independently use the bus independently. and she can benefit from the free travel Prior to embarking on the training, provided by the scheme. Jordan relied on getting a lift from her She is now putting the travel training mother, meaning she had to be dropped skills she has learned to good use by at college very early in the morning. She helping to train one of her neighbours now uses the regular school bus service to also use the bus. to take her from home to college and back every day. ‘He is just in his first year,’ explains Jordan. ‘Because I’m leaving this year he needs to be able to use the bus on his own so I’m teaching him what to do.’ broadening impact from bus to library a trip to the seaside from bus to shelter Powell’s Bus, our operation in , is working with local charity Cerys Kings 42 HCT Group is constantly seeking Wish to convert a decommissioned bus into 43 new ways to make a difference and a shelter providing emergency overnight maximise impact. From projects accommodation for families fleeing domestic violence until they can be placed that increase the social impact of our in a more permanent safe location. The everyday work to new services that project is at the planning stage whilst the help our communities, every area of charity develops the partnerships required our operation aims for innovation. to provide the service. We capture the learning from each new project – whether a success or a failure, sharing the lessons across Our operation in Jersey, LibertyBus, teamed Our Avenue depot aims to be HCT Group and beyond. up with several local businesses and a real part of its local community. In 2018/19 Kennington Shopper organisations to convert a decommissioned this involved working with the Walthamstow bus into a library for Haute Valleé school. Stadium Area Residents’/Community The idea was to provide a much-needed Association to provide a low-cost trip to The Amazing Journey space to inspire more young people to read. the seaside for their residents. The trip Design and technology students from the to Southend aimed to bring people in the school developed the design ideas, working community closer together – and everyone with a Geomarine structural engineer. had a great day out. The trip was so Prisoners at HMP La Moye carried out the successful that they are planning another structural work as part of their restorative day for 2 019/20. justice programme. Local business Signtech printed and applied the livery, and other businesses moved the decommissioned from bus to shelter vehicle. LibertyBus hopes that this is just the start and that other buses at the end of their Rotherham Battersea Rotary Club Christmas Day Three times a week, the team at our on-road lives can be repurposed so that they Wandsworth depot provide a free minibus continue to serve the community. service connecting people with their local supermarket. The service, which is paid for by Tesco, picks up passengers – mostly socially isolated older and disabled people – Poppy Bus on estates in Vauxhall and Kennington on a ‘hail and ride’ basis before taking them to the Battersea Rotary Club supermarket. With the decline in shops and Christmas Day other services on social housing estates, many service users tell us the bus is a lifeline Kennington Shopper and, for many, it is their only way to connect To engage children with the bus service, HMP Leyhill to the world outside of their estate. LibertyBus has written a book called The a trip to the seaside Amazing Journey: Liberty Explores Jersey Bristol London The Battersea Park Rotary Club has been by Bus. It follows the adventures of Liberty putting on its Christmas Day lunch and the cow as she takes her first independent tea party for older people in Wandsworth journey by bus. The book is illustrated by for nearly 50 years. It provides an invaluable HMP Leyhill the Jersey Mencap Taking Part Making Art service for older people who might otherwise Bristol Community Transport (BCT) has project that supports people to be creative, be stuck at home alone on Christmas Day. been working with Leyhill Open Prison for improving art skills, concentration and For 2018, fifteen buses and crews from over fifteen years, providing offenders with self-esteem. Sales of the book are raising Staff at our Guernsey depot wanted to play LaSCoT, Wandsworth and Hammersmith & a positive experience of reintegration into money for Jersey Mencap and Autism Jersey. their part in the 10 0 th anniversary of the Fulham volunteered to provide a shuttle bus the work environment. The programme Many people with autism find bus travel signing of the Armistice and the end of the service for 15 0 –200 older people, ensuring started with two work placement openings extremely challenging but providing them First World War. Working closely with the they could eat lunch, socialise and watch at a time, but it has subsequently grown to with personal travel training programmes local branch of The Royal British Legion, a show on Christmas Day. ten offenders working on a shift basis of can give them confidence to travel designs were prepared to decorate one of morning and afternoons. Their day usually independently and have amazing journeys the new buses in the fleet with10 0 poppies consists of cleaning the depot, offices and of their own. of different sizes. It has now affectionately our fleet of69 vehicles. They have proved become known as the Poppy Bus. The bus Poppy Bus The Amazing Journey to be invaluable – BCT’s vehicles are probably joined other decorated vehicles at the local the best presented in the organisation and British Legion to promote the Poppy Appeal. Guernsey from bus to library a number of ex-offenders are now working A new poppy will be added to the bus at BCT as a result of the enthusiasm shown each year, chosen from a competition for Jersey whilst working on this project. school children to design the artwork. 44 income and financial inclusion

HCT Group aims to apply a philosophy sharing our knowledge 45 of Total Impact – creating greater As HCT Group has grown into a social social impact through everything enterprise of significant stature, we have £4.6m we do. There are real opportunities learned a great deal. We have learned to create a positive impact by our about the risks and benefits of growth, actions as an employer and as a how to succeed in new marketplaces purchaser, making a difference to and how to increase our social impact. income and financial inclusion. This Even so, we have not forgotten potential is reinforced as six out of where we came from – starting out our eighteen depots are in areas of as Hackney Community Transport, high deprivation.1 28% a small community transport charity. To achieve this potential, we think This means that we have a clear HCT Group paid £4.63m about the difference we can make with responsibility to support our peers in 2018/19 to suppliers or subcontractors in areas our spending and our recruitment and, in the social enterprise and community of deprivation, up 28% even, whether we can support suppliers transport movements – raising their from £3.6m in 2 017/18 that share our social aims. profile, sharing what we know and campaigning to improve the landscape. economic impact In 2018/19 this involved: We seek an economic impact by ppDai Powell, our chief executive – and directing our expenditure to suppliers other members of our executive and that are local to our operations or are senior teams – speaking at in areas of high deprivation – or both – a wide range of events and conferences, whenever this is practical and affordable. plus participating on the boards of total spend in We explicitly measure our spending in Big Society Capital, Power to Change and areas of deprivation areas of deprivation.2 In 2018/19, more the Community Transport Association, than one pound in every eight (13 %) amongst others. 13% of total spend – over £1 in every £8 – of our expenditure with suppliers was ppActively campaigning to protect by HCT Group in 2018/19 in areas of deprivation, representing the rights of community transport was in deprived areas a total spend of £4.63m. operators as their ability to work is As we grow, we focus our expansion threatened by ill-considered Section 19 on where we can do the greatest good. regulatory change. By concentrating on areas of high deprivation, the livelihoods we create The most significant development and support can make a difference. in 2018/19 has been Future Journeys – In 2018/19, just under half (49%) of a support programme for community our employees lived in deprived areas,2 transport organisations. It’s a which means our payroll is aiding combination of practical support, in regeneration. development funding and investment to help organisations become more effective as social enterprises. Delivered with funding provided by the Esmée Fairbairn Foundation and the Foundation for Integrated Transport, it is the first time that we have formalised our support to the community 1 Most deprived 25% of Lower-layer transport sector. 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 index of multiple deprivation for comparison. social sector suppliers

46 buying social As a social enterprise, we are part of a movement that aims to change the world, with tens of thousands of social enterprises in the UK all seeking employees in areas a social impact. of deprivation We believe that by identifying and 49% of total employees at procuring from social sector suppliers, HCT Group in 2018/19 live we can increase our social impact by in areas of deprivation 2 ‘buying social’. As a formal part of our procurement, we continue to seek out social enterprises, B Corps, and others from the broader social sector, building supplier relationships wherever possible with organisations that share our values. In 2018/19, we have exceeded our goal of 50 supplier relationships – working with 73 social sector organisations over the course of the year. The social sector provides us with a wide range of goods and services, from website building to recruitment to finance. We are also focussed on finding key suppliers for significant areas of our expenditure – 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 – 73 and continue to monitor our progress and social sector suppliers work towards our targets. HCT Group works with 73 social sector suppliers, exceeding our goal of 50 organisations 47 48 conservation of the natural environment

0.550 caring for the environment maximising our positive impact 49 2 016 /17 We live in a time of climate emergency Choosing to take the bus instead of the 0.532 and everyone must play their part – car is an environmentally friendly choice. 2 017/18 an imperative redoubled by our Where we operate mainstream bus 0.510 organisation’s mission and values as a services, we actively make the case to 2 018 /19 social enterprise. We have been running the travelling public to make the switch, a structured programme – Caring for supporting modal shift. HCT Group emissions the Environment – since 2009. The in kg CO2 equivalent Since we took over Jersey’s bus service in programme is comprised of three per passenger journey 2 013, we have grown the annual ridership distinct but complementary strands by 38% to just under 5 million passenger of work, each of which enable us to trips each year. This growth comes as reduce the negative impact we make a direct result of modal shift – 71% of on the environment. 0.866 Jersey bus passengers have access to 2 016 /17 a car but have chosen to use the bus. 0.853 measuring our environmental impact We have continued to make real progress 2 017/18 HCT Group now operates a fleet of in Guernsey, with growth in passenger numbers every year since 2 013 – 0.689 976 buses, minibuses and community cars across the country– a growth in 36% growth over the past five years, 2 018 /19 our fleet from last year of one third 33%( ). up to 1.84 million trips per year. HCT Group emissions This makes understanding the impact in kg CO equivalent Our community transport services 2 we have on the environment ever more per km driven also help the environment. One important, as it enables us to work on of the key activities we deliver as a actively reducing it. social enterprise is group transport – We measure the organisation’s annual accessible minibuses for a wide range 13,077 carbon footprint, allowing us to work of community groups. We deliver this in five London boroughs plus Bristol, 2 016 /17 out the amount of carbon dioxide equivalent1 (CO2e) per kilometre driven Derbyshire, Leeds and Manchester. 16,054 and per passenger journey. Measuring Enabling community groups to travel 2 017/18 and monitoring these allows us to take together saved over 70,000 car journeys 18,664 action to reduce our footprint and in 2018/19. 2 018 /19 establish if we have succeeded. HCT Group carbon We have been implementing an footprint in tonnes CO2 environmental management system equivalent for several years that 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). In 2018/19, with this system now well established, we have begun the process of seeking formal accreditation 70,000 on those standards. car journeys saved our community transport services in London, Bristol, Derbyshire, Leeds and Manchester saved 1 over 70,000 car journeys To take into account the emission in 2018/19 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 Our progress in greening our fleet has been supported by a major project 4 3

. The transport we provide is all part of . 7 7 7 to convert older Euro IV buses to the . the solution to reduce the emissions 6 Euro VI standard. We have retrofitted we make as a society, yet our buses still 27 buses with exhaust after-treatment burn fossil fuels. We have a significant technology – which is particularly number of rolling programmes, policies effective at reducing nitrous oxide and projects, each aimed at proving

19 emissions. Taken together, through 17 18 / / / incremental positive changes to our a combination of investing in new work as a bus operator. These include 2018 2 016 2 017 vehicles and upgrading current ones, purchasing fuel-efficient vehicles, using our entire red bus fleet in London is now average age of ultra-low-sulphur fuels, a recycling HCT Group fleet in years Euro VI compliant. project that avoids waste going to landfill, a maintenance schedule that maximises fuel efficiency and a policy our environmental performance of keeping our fleet age well below Key performance indicators for our the industry average. environmental impact in 2018/19 Over the course of 2018/19 we have show that our overall carbon footprint taken a variety of additional steps, each has increased by 16% since 2018. aimed at improving our environmental However, this increase is less than the performance. One of the most significant organisation’s overall rate of growth of these is the introduction of a fleet of in scale (turnover growth of 22%). 21 biogas buses, operating on our new Our carbon intensity in terms of CO2e m1 Metrobus service in Bristol. The per kilometre driven has decreased buses run on gas produced from by approximately one fifth 19( %) and post-consumer waste – so it’s carbon our carbon intensity in terms of neutral – which is stored at a new biogas CO2e per passenger journey has filling station in our depot. also decreased – although by a lesser In London we now operate 72 single-deck extent (4.1% decrease), showing an vehicles that meet the exacting Low improvement in emissions performance Carbon Emission Buses (LCEB) standard. as we grow in scale. These use smarter, battery powered vehicle systems instead of components known as ‘parasitic ancillaries’ – energy-hungry systems that use power taken directly from the engine. An LCEB-rated bus reduces ‘well-to-wheel’2 18% emissions by over 30%. The overall environmental standard of our fleet remains very high, with a clear 39% majority (61% ) at the Euro V emissions 21% 21 standard or better. Almost four out of biogas buses every ten (39%) of our vehicles are

a fleet of21 biogas buses at the exacting Euro VI standard and 22% operate on our Bristol we continue to phase out older, more HCT Group 2019 fleet by m1 Metrobus service polluting vehicles. Euro emissions standard

Euro VI 2 Well-to-wheel (WTW) is a value that Euro V includes all the emissions involved Euro IV in the process of extraction/creation, processing and use of fuel in a Euro III or lower 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 51 users, staff and the public at large is of practice of regular ‘toolbox talks’ vital importance to HCT Group – it is across HCT Group. These are an 23% pivotal to everything we do. To achieve ongoing programme of bite-sized the best possible safety performance, training sessions, each covering we have an organisation-wide safety a different aspect of the system – management system. This covers the and safe working practices. full range of safety practices across the number of incidents We have also piloted an operational HCT Group, including policies and involving HCT Group improvement to vehicle monitoring. procedures, ensuring that all areas work vehicles reduced by 23% In our London region, our engineers in 2018/19 consistently to the same high standard. are now equipped with tablet computers for all their safety checks – streamlining rigorous safety practice the process, providing better data and allowing for direct upload of vehicle We ensure that health and safety practices check information to the DVSA. 92 are consistent and rigorously monitored. 2 016 /17 We work hard to communicate the complete range of safety practices and recognition maintained 79 policies to all staff – from induction, CT Plus, our principle operations arm, 2 017/18 through regular briefings by supervisors, became one of the founding members 64 to sharing new practices when there is the DVSA’s new Earned Recognition a change to ways of working. 2 018 /19 scheme last year – a status maintained number of incidents These safety practices are supported by during the course of 2018/19. Considered involving HCT Group a programme of reviewing and improving to be a gold standard in the industry, vehicles per million miles systems of work, risk assessment the scheme works by sharing information and maintenance of equipment and about systems and data with the DVSA. plant. Our approach to continuous Organisations that show they are the improvement includes our externally most focussed on ensuring that their accredited SAFEcontractor status. fleets – and the people who drive them – are safe and compliant at all times gain We subscribe to CIRAS – the confidential both public recognition and a lower safety reporting system in London. regulatory burden. We are members of the British Safety Council, benchmarking HCT Group against other industries and ensuring our safety performance we are fully up to date with best practice. In 2018/19, our rate of incidents has further built on the improvements seen building a safety culture in the previous year, declining by 23% from 79 incidents per million miles The most effective way to improve to 64 incidents per million miles. safety practice is to build a safety culture. This reduction is very welcome – During 2018/19 we have taken a number and testament to an HCT Group-wide of steps to further embed a safety endeavour. However, we recognise culture across HCT Group. It has that we must aim to reduce the rate been our practice for several years that still further – and will continue to work each operating region has at least one on our safety practices. manager holding or working towards the globally recognised NEBOSH Diploma. New for this year, we have piloted a broadening of our training programme in the London region, with our supervisors holding or working towards the IOSH Certificate. 52 staying accountable

To deliver on our social mission, it is keeping it local 53 essential that we remain accountable HCT Group is a national organisation to our beneficiaries, our service users, that relies on local accountability. In our employees and stakeholders. both Bristol and Derbyshire, we maintain We do this not only to ensure that we a local Board of Trustees to whom our staff understanding of continue to meet their needs, but also teams in those areas are accountable – social enterprise because it is the right thing to do. As a ensuring we can better reflect the needs social enterprise, it is our duty to ensure of those communities in our work. staff who took part in our we are as transparent as we can be – Champions programme using this in the relentless pursuit of our rate their understanding Social Enterprise Champions of social enterprise at social mission, operational excellence 9.1 out of 10 and financial discipline. Effective two-way engagement with staff about our mission is vital if we are to achieve our potential as a social Board of Trustees enterprise. Our Champions programme HCT Group has put in place an works with a cross section of our staff experienced Board with a very broad who learn all about social enterprise, range of sector- and profession-specific HCT Group’s social impact and why skills. The Board meets regularly and has it’s a good idea. We ran two cohorts confident talking about a maximum of twelve members, most on of the programme this year – whose social enterprise a three-year rolling cycle of membership. participants will join previous intakes To further strengthen our governance, in getting the message about our staff who took part in our we also apply the UK Charity Governance social mission across to colleagues. Champions programme Code for larger charities – a voluntary rate their confidence The Champions programme really standard that provides a set of principles talking about social helps our frontline staff get to grips enterprise at 9.3 out of 10 and recommended practice. with social enterprise – with participants rating their understanding of social direct stakeholder outreach enterprise at 9.1 out of 10 on average by the end of the programme, up from To keep the social mission at the forefront 4.4 out of 10 at the start. It also helps of our business decisions, we have with the champions’ task of spreading an ongoing programme of direct the word, with participants rating stakeholder outreach in each of our their confidence talking about social operating regions. We meet regularly enterprise at 9.3 out of 10 on average with local community leaders, elected at the end of the programme – up from officials and heads of community groups 4.5 out of 10 at the start. to understand local priorities. We also conduct direct outreach with service 200% users to better understand their needs – external accountability through surveys, focus groups and open As well as remaining accountable to staff who took part in our service user or passenger meetings. ourselves, our employees and our Champions programme doubled their service users, we must also remain understanding of and accountable to our social investors, confidence talking about commercial customers and grantmakers. social enterprise We have built regular performance measurement for both our operational activity and our social impact into our day-to-day systems. This enables us to monitor our progress in delivering our mission, to better inform our management decisions, to help us improve our performance and to provide information to our partners. our social impact scorecard

54 social impact 2 017/18 2018/19

Community transport Passenger trips provided to community groups 121,604 186,685

Passenger trips provided to disadvantaged individuals 224,993 155,766

Access to local facilities Access to shops, culture, religion, doctors % improved 54% 39%

Independence % improved 52% 40%

Transport service has enhanced ability to get out and about % agreed 53% 45%

Physical and Confidence % improved 49% 39% mental health Feeling healthy % improved 48% 35%

Life satisfaction % improved 45% 42%

Ability to cope with life’s ups and downs % improved 42% 36%

Family, friends and Being sociable % improved 47% 43% relationships Feeling connected to others % improved 50% 43%

Feeling less lonely % improved 45% 44%

Citizenship and Feeling like a part of your own community % improved 46% 40% community Became more active in community, including volunteering or helping out % agreed 15% 23%

Travel Training Individuals trained to travel independently 20 37

economic impact 2 017/18 2018/19

Financial performance Current turnover 1 £m 62.9 77.0

Operating profit 1 £m 0.7 –0.6

Employment Number of employees 2 1514 2002

Remuneration to employees 2 £m 37.7 46.5

% of employees in areas of deprivation 3 56% 49%

Job creation Full-time equivalent jobs created at HCT Group 2 23 38

% of those created in areas of deprivation 3 30% 42%

Suppliers Payments made to suppliers or subcontractors 3 £m 18.9 35.6

% of total spend in areas of deprivation 3 19 % 13 %

environmental impact 2 017/18 2018/19

General Car journeys saved through the use of community group transport 45,602 70,007

Individuals trained to drive in an environmentally friendly manner 5 41 539

Average age of fleet years 7.4 7.3

Emissions GHG emissions 4 tonnes of CO2e 16,054 18,664

CO2e per passenger journey kg/journey 0.532 0.510

CO2e per km driven kg/km 0.853 5 0.689

diversity monitoring 2 017/18 2018/19

Management diversity Proportion female 36% 37%

Proportion ethnic minority 15% 16%

Employee diversity Proportion female 24% 26% learning centre 6 2016/17 2 017/18 55

Education and training Individuals not working for HCT Group who gained qualifications as a result of 576 572 training and support by HCT Group 7

Those who were previously unemployed 7 506 403

Those who were previously employed 7 70 169

Learners developing I feel positive about my learning 96% 89% soft skills I am developing confidence in speaking 82% 87%

I am developing confidence in writing 86% 82%

I am developing my ICT skills 80% 77%

I am developing confidence in maths skills 72% 69%

I feel able to express myself and be listened to 89% 91%

I feel able to set goals for myself 94% 86%

I am more aware of equality and diversity 96% 94%

I am more aware of safety issues and reporting 97% 92%

I am more aware of common values and preventing radicalisation 95% 88%

External job creation Unemployed people who obtained jobs outside HCT Group as a result of 178 13 5 training and support provided by HCT Group

1 Subject to audit. 2 Includes Channel Islands. 3 Areas of deprivation defined as lowest 25% neighbourhoods (IMD 2 015), excluding Channel Islands. 4 Includes building emissions where available. 5 2 017/18 number restated in line with improved methodologies. 6 The Learning Centre now reports its results on an academic year basis. The most recent complete academic years are 2 016 /17 and 2 017/18, to which this data refers. 7 2 016 /17 restated in line with improved methodologies. about HCT Group HCT Group 3rd floor HCT Group is a social enterprise in CAN Mezzanine the transport industry, safely providing 49–51 East Road over 36 million passenger trips on our London N1 6AH buses every year. We deliver a range of transport services – from London tel red buses to transport, 020 7275 2400 from school transport to whole bus e-mail networks, from community transport [email protected] to education and training. HCT Group is a company registered in We reinvest the profits from our England and Wales. Company number 1747483. commercial work into high social Registered charity number 10 91318 . impact transport services or projects VAT number 8 0 5 3112 7 4 . Our registered in the communities we serve, and and main correspondence address is: into providing training opportunities 3rd floor,CAN Mezzanine, 49–51 East Road, for people who are long-term London N1 6AH unemployed – making a real difference Written by Frank Villeneuve-Smith and Priyanka Jain to people’s lives. Edited by Tracey Vickers 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, 24, 27, 32, 36, 37, 44, 48, 52), © Chris Bahn (pages 14, 17 ), © Burmantofts Senior Action CIO (page 18), Hackney Pan-Disability Cricket Team (pages 20, 23), © Lolly Photography (page 22), © Age UK Derby and Derbyshire (page 26), © Wider World (pages 28, 31), © acta Community Theatre (page 30), © Jonathan Lozach (pages 38, 41), HCT Group (pages 42, 43) Printed by Tradewinds Ltd © HCT Group 2 019. All rights reserved