Buses at Hammersmith Bus Station

Meeting: 
MQT on 2003-11-19
Session date: 
November 19, 2003
Reference: 
2003/2057
Question By: 
Angie Bray
Organisation: 
GLA Conservatives
Asked Of: 
The Mayor

Question

I have received a series of complaints regarding the bad behaviour and service by bus staff on buses operating from Hammersmith Bus Station. Problems include buses not stopping at designated stops, buses waiting for long periods of time because they are running early while others are not meeting the frequency promised, bus heaters still operating throughout the hot summer months etc. Please can you let me know how TfL intends to deliver buses that provide the service demanded by passengers in terms of frequency and timing as well as ensuring improved quality of bus journeys?

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Answer

Answer for Buses at Hammersmith Bus Station

Answer for Buses at Hammersmith Bus Station

Answered By: 
The Mayor

London Buses has taken a number of steps to improve the experience of travelling by bus. This is clearly reflected in the fact that bus patronage is at its highest rate since World War Two, with the best quality of service since records began. Customer Satisfaction Surveys confirm this with recent results showing that passengers have greater satisfaction with the bus network in London.The steps taken include:· The commission of a bespoke BTEC qualification for new drivers and conductors, specifically designed for bus driving in London.· The development of Quality Incentive Contracts that ensure that good performance is rewarded through a graduated payment scheme. Poor performance within the control of the operator carries with it a financial penalty.·New ticketing regimes, including the introduction of the Pay Before You Board zone, which is designed to reduce boarding times at bus stops thus reducing journey times.·Extra resources to tackle the effects of congestion, including extra supervision and bus priority measures.·The installation of CCTV cameras on buses to improve personal security and reduce the likelihood of graffiti or vandalism.·Greatly improving the information provided to passengers. Having access to simple and clear information has been identified as important to passengers. This includes the development of the development of `Out & About" guides for groups with special needs (and for which London Buses was awarded first prize for Accessibility in the recent Association for Social Care Communicators awards). .