NEbus has been announced as the new form for the North East Bus Operators Association, with Go North East MD Martijn Gilbert leading it. James Day reports
Bus operators in the North East of England have relaunched the North East Bus Operators Association as NEbus.
The organisation, which brings together major operators Go North East, Stagecoach North East and Arriva North East, along with a number of smaller independent and family-owned operators, represents the needs of the bus industry in the region.
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To announce the new name and branding, a launch event was held at the International Centre for Life in Newcastle, with most of those invited coming from various local authorities and passenger organisations in the Tyne & Wear region. New maps and timetable documents were also launched on the day.
It was clear from the content of a conference session that the aim of the event was to get the industry’s message across to those unfamiliar with bus operation and explain what could be done to improve its offering.
Opening statement
The organisation is chaired by Martijn Gilbert, Managing Director of Go North East.
Opening the launch event, he said: “Tyne & Wear has the most intensively used bus services in a PTE area in the UK, and the fourth highest bus usage per household outside London. That is a huge achievement. We also have high passenger satisfaction, with a combined average of 90.3% of customers satisfied with their bus services across all operators in the region.
“Our aim today is to bring people together to get buses on a more positive footing. There is a good story to tell which can continue if we get around the table and take those discussions to the next level.
“All of us as bus operators are committed to working better together, but we need people’s support to help us fulfil the true potential of buses across our region.”
Martijn highlighted that the bus sector is a major employer in the north east, with 6,000 people working in the industry and two of the largest UK PLC transport groups headquartered there (Arriva and Go Ahead Group).
“Buses have an added significance to the north east of England,” he said.
On the subject of bus use decline, Martijn pointed out that the decline was at a significantly higher rate in the 1950s and 1960s, long before deregulation, and that since deregulation this decline has softened substantially.
Unsurprisingly, he described congestion as the single biggest issue facing the industry today, alongside other factors.
“Road speeds are declining, congestion is getting worse and journey times are getting longer,” he stated. “This impacts the reliability of the bus service, which can in turn affect demand for buses.
“Buses can take up to 75 single occupancy cars of the road. It is the most efficient use of road space and in terms of carbon footprint, it is far better than the car on a per-passenger basis and in some cases on a per-vehicle basis as well.
“I like to talk about taking cars out of traffic jams rather than cars off the road. Some people have a strong emotional connection to their cars and feel they need them to make certain journeys. What we say is there are some journeys that they could make by bus.
“We cannot be sitting here presiding over ever declining road speeds and worsening congestion and pollution. We’ve got a climate emergency and low carbon transport has to be part of the solution.
“Delivering an environmentally sustainable network is not just down to bus operators, it’s a shared responsibility. We’re not solely in control of our own destiny – we don’t run or control the highway network or some of the passenger infrastructure. No one partner has all the solutions on their own.”
In response to concerns that a franchised model may be under consideration in the Tyne & Wear area, Martijn said: “Everything we’re asking for are measures that need to be taken to improve bus services, no matter what operating model the industry uses.”
The voice of bus users
Ahead of talks by other bus company directors involved in the partnership, Dawn Badminton-Capps, Bus Users UK Director for England, provided a speech on the passenger perspective.
She said bus services are a lifeline to all sorts of people, and could become a lifeline to current non-users in the future should they find themselves unable to drive.
“All too often buses are undervalued,” Dawn said. “More journeys are made by bus than any other form of public transport and we need to make sure those people are heard.”
Dawn highlighted work being carried out in Norfolk, where the local authority is advocating that investment in public transport will save money on the adult social care budget.
“People using the bus bring £64bn into local economies,” Dawn continued. “Therefore we should consider whether free parking is something we want to promote rather than use of the bus. People using the bus are bringing lots of money into our local economies and we need to consider them a valuable asset.
“We need to protect the services we have so we can build on them in the future.”
Turning to complaints, Dawn said the top three complaints in England are service reliability, driver attitude and frequency of service.
“Up until two years ago, driving staff was always our number one complaint area, but last year and the year before it was overtaken by reliability,” she noted. “Something is happening in England which we need to address.
“Congestion and roadworks are the biggest problems for service reliability, but passengers don’t tend to care about the reason. They just want their bus to turn up on time and be reliable. Passengers can’t keep making excuses for being late for work, and they can’t stand operators and local authorities passing the buck when something goes wrong.
“As passengers, we urgently need better communication. We need the communication from local authorities to the operators about road works in sufficient time for the passenger to be able to use that information. The passenger doesn’t want to be stood at a bus stop at 0730hrs to see a notification on their phone telling them the bus is delayed. At that point, it’s no use to them. We need to think about how we can let them know further in advance so they can prepare for that and amend their journeys.
“We also need to look at bus priority measures. Time and time again, I see a bus lane which stops after five metres.”
Dawn suggested that NEbus needs to be used by people in the industry to be open and honest with each other and share their ideas. “Keep on listening to your passengers,” she added, “and make sure you act on what they say.”
Sustained investment
Nick Knox, Area Managing Director for Arriva North East, spoke about the journey the region’s operators have taken in terms of innovation, investment and the environment.
“For some time now, we’ve offered smartcards across the main operators and our services,” he began. “It’s a convenient way for passengers to store tickets and can form the basis for intertravel between operators.”
Nick said growth in contactless has been dramatic, with 27% of transactions taking place using it. Mobile ticketing also accounts for 7.7% of payments now. He said the major operators now all have journey planning apps.
On investment, Nick said: “Since 2015, the three major bus operators have invested more than £80m in new, high-specification vehicles, as well as refurbishing mid-life vehicles. This investment is transforming the experience of people travelling on our buses. When we talk to people who do not use the bus and show them the newer vehicles, they see that it’s very different from when they used to travel to school.
“We have coach type seating, tables on some buses and next stop announcements. We’ve also invested a lot in depots so we have the facilities to support this comprehensive and modern bus network – £16.5m over the last few years.”
Nick highlighted the investment in hybrid, gas and Euro VI buses, as well as flagging up a new electric fleet on the way to Arriva North East, the first time electric vehicles will enter service in that part of the country. He also said that by this time next year, 32% of the conventional diesel bus fleet will be Euro VI.
The London comparison
Steve Walker, Managing Director of Stagecoach North East, spoke about the north east region compared to London, questioning the notion that the operators forming NEbus are far behind, particularly once the Transport for London (TfL) taxpayer subsidy is taken into account.
“Some of the comments we hear are that buses are cheaper, quicker and have better information in London,” Steve said. “But is it really the case?
“Yes a single ticket is cheaper on average in London, but how many people just make a single journey? People outside of London also tend to travel much longer distances.
“If you move beyond single tickets, other areas start to have better value. The average day ticket in UK cities similar to Newcastle and Sunderland comes to £4.60, compared to £4.50 in London. With weekly tickets, they are considerably better value outside London.
“We also have a range of fares tailored to what our customers want, offering greater value.”
While Steve admitted that journey times in London are quicker, he said the decision to free up road space for buses in the capital was a key factor. “Here, our buses are locked in heavy congestion, making journey times unpredictable and causing passengers to seek alternatives,” he noted. “We as operators have calculated that we run around 25-30 additional buses on our roads, especially at peak times, just to cope with the delays that peak hour congestion brings. Imagine what could be done with those vehicles if we could free them up.
“We need brave, swift action by our decision makers to free up road space for buses. The benefits could be huge for all, especially with climate change at the forefront of people’s minds.”
The voice of independents
Andrew Scott, Director of Stanley Travel, provided the perspective of the independent and family-run bus operations who have joined NEbus. “Smaller operators should not be underestimated,” he said. “We invest heavily in new vehicles each year. All are maintained to the highest MOT standards, and our workshops house modern equipment. We are the only north east bus operator to obtain the DVSA’s Earned Recognition status.
“Smaller operators are more susceptible to challenges in the industry, however, and the economy of providing local transport. Rising costs are a challenge to any small business.
“Local authority contracted work is an important revenue stream for independent operator such as ourselves. A reasonable level of guaranteed work can often allow operators to do other things. We appreciate that public finances have been an issue in recent times, but there must be longer contract terms made available in order for us to increase quality and guarantee sustainability.”
Andrew said he believes the bus industry has a bright future, with the right support and partnership. “We work well with local authorities and communities, along with other operators. We can work collectively and harmoniously together as an industry with a common message.
“We’re an industry which is moving in the right direction. Please will you join us.”
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