Agenda item

Resolved: That the adoption of the West Yorkshire Bus Passenger Charter be approved.

Members received a report seeking approval of the Passenger Charter for bus services required as part of the Bus Services Improvement Plan, and to provide an update on bus infrastructure funding relating to the recently successful Levelling up Fund bid.

Officers noted that the outcome of the Mayor’s Big Bus Chat consultation as discussed at the previous meeting is now available on the West Yorkshire Combined Authority website.

Officers explained the draft text of the new passenger charter has been made available to members. The charter is a requirement of the Bus Service Improvement Plan (BSIP) and has been developed in tandem by operators and officers. The Charter has taken on board feedback from a variety of consultations and working groups, and sets out the standards to be expected by all bus users in West Yorkshire and also directs users to how a complaint can be made if necessary. The final draft was presented to the Bus Alliance in January, and if approved can be fully designed for publication by 20 March 2023. Transport Focus have been consulted for formatting guidance in line with national standards, and have provided positive feedback regarding the content. The finalised charter will be made available in hard copy in transport hubs and other key transport locations, and also made available online through QR codes and web links posted at all bus stops and stations.

Members noted the importance of complaints information being made accessible to customers, and the need for a consistent response and approach from all operators to address issues. Members agreed with the principles and emphasised they can still be built upon to improve further. It was noted that more remote areas of West Yorkshire receive phone signal and so hard copies of the charter and bus timetables must be available where QR codes and online links are unreliable. Officers noted that the volatile nature of bus timetables throughout the pandemic and to this day have made it difficult to post up-to-date timetables when services change, but there is more that can be done to ensure users in rural areas are not disadvantaged.

Members queried how some the qualitative aspects of the charter will be measured, officers responded that qualitative and quantitative data is received from a variety of sources and acted upon. Quantitative data can be analysed by officers as usual and used to inform reports as appropriate. For qualitative date the Combined Authority works closely with Transport Focus who conduct national surveys of transport users for support and guidance. The results are not always able to be broken down into the same level of detail as with statistical data, however the data is useful when compared with that of similar authorities and more can still be done to improve its efficacy. Members noted that online surveys are more likely to capture the views of younger demographics and those with access to the appropriate technology and suggested a text or call option also be made available. Officers confirmed that equality and diversity impact assessments are completed for all schemes, and that the final design will be as accessible as possible. There already exists a phone contact centre called ‘Metroline’ where passengers can report damaged bus shelters, which can be made more visible to customers.

Members queried if the passenger charter covers any elements of antisocial behaviour that can occur on buses. Officers noted that the BSIP funding will allow for more police community support officers on buses, and there is more that can be done separately to further tackle the issue.

Members questioned the use of the word ‘should’ as opposed to ‘will’ at various points within the charter, as well as the lack of ability for bus passengers to claim for a cancelled service in a similar way train passengers can when their arrival at work is disrupted. Members suggested that a preferred taxi operator be designated which can then invoice the bus operator for the fare where passengers did not expect to require a taxi. Officers responded there is already a similar system, and operators already agree not to cancel the final service of the day except for the case of an unforeseen emergency.

Members noted the challenge of growing passenger when operators are consistently reducing services, but the agreement of the charter shows they are willing to commit to high-quality service as much as possible and the charter should not be used to punish any missed targets in favour of developing higher standards. Many elements of the BSIP will contribute to service improvements and will be reviewed each year to ensure targets are met and to make any necessary revisions. Officers noted that quarterly meetings are already arranged with the relevant working groups and will feed into the yearly review.

Resolved: That the adoption of the West Yorkshire Bus Passenger Charter be approved.