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customer services & disability helpdeskMonday to Saturday 07:30 until 18:00

03456 00 22 99 @StagecoachSE

southeast.enquiries@stagecoachbus.com

stagecoachbus.com

or write toStagecoach South EastCustomer ServicesThe Bus Station St. George’s LaneCanterbury CT1 2SY

bus users UK

is a proactive group giving bus passengers a voice across the country 0300 111 0001 enquiries@bususers.org bususers.org

or write toBus Users UKVictoria Charity Centre11 Belgrave RoadLondonSW1V 1RB

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Our head office is in Canterbury with local depots in Herne Bay, Thanet, Ashford, Folkestone, Dover, Hastings and Eastbourne with a small outstation at Old Romney.

We are a subsidiary of Stagecoach Group plc, an international provider of bus, coach, tram and rail services in the UK, USA and Canada.

Our aim is to provide safe, reliable, punctual, clean and comfortable services with a good value for money range of tickets and fares.

May 2017 – April 2018Key facts

43.3 million passenger journeys were made on Stagecoach South East buses.

19.4 million miles operated within Kent & East Sussex.

99.4% of all services operatedwith 94% of buses running within 5 minutes of the scheduled time.

459 buses operating across Canterbury, Herne Bay, Thanet, Ashford, Folkestone, Dover, Hastings and Eastbourne with some routes extending to Tunbridge Wells and Maidstone.

1,298 employees

working across our region.

Kent

East Sussex

Canterbury

Thanet

Herne Bay

Dover

Eastbourne

Hastings

Old Romney

Ashford

Folkestone

Printed on recycled paper.

Details correct at July 2018.

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IntroductionStagecoach South East provides local bus services across east Kent and East Sussex, with some routes extending into west Kent – to Tunbridge Wells and Maidstone. Annual Performance

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Our servicesWe operated over 19.4 million miles during the year. Our key measure of performance is the reliability and punctuality of our services.

In the past year we operated 99.4% of our scheduled services. We monitor our services for punctuality and 94% of our services operated within 5 minutes of their scheduled time, traffic congestion being the main reason for delay. We continue to seek improvements both through rescheduling services and in discussions with our local highway authorities.

Our faresIn July we made some big changes to help simplify our fares and tickets.

We restructured how our fares are calculated making return fares a set multiple of 1.5 times the single fare. At the same time we also reduced the number of single fare variations by 85% making everything a lot simpler for our customers and our drivers. In Kent we expanded our local travel zones and removed restrictions on when child fares can be purchased and used. For children and young people we expanded our popular ticket range for those aged 16-19 with a new South East dayrider U19 ticket and we introduced a new ‘kid for a quid’ add-on ticket, which, having proved so successful, was expanded in February to include all adult ticket and concessionary pass holders.

Our passengersWe carried over 43.3 million passengers during the year.

We received a total of 4,163 passenger complaints about our services which equates to one complaint per 10,422 passengers. We

comply with our industry code of practice, and every complaint is investigated and action taken to avoid repetition of the problem.

Our staffWe are a major local employer with 1,298 drivers, 169 engineers and cleaners, and 90 support staff, supervisors and managers all based locally.

Our drivers complete an ongoing programme to achieve their driver Certificates of Professional Competence (CPC). Our engineers are all skilled workers and we currently employ 13 apprentices to provide skills for the future. Our supervisors and managers have all completed relevant training courses for their various professions.

Our fleetWe operate a fleet of 459 buses and have a programme of investment that replaces older vehicles each year – our entire fleet is DDA (Disability Discrimination Act) compliant. New buses are introduced to our busiest routes, ensuring the highest possible number of customers benefit from these modern, comfortable and environmentally friendly vehicles.

All of our vehicles are inspected by our engineers every 4 weeks, to ensure safety and comfort. Every vehicle is cleaned daily.

Our environmentWe used over 2.41 million gallons of diesel during the year, at an average of 8.09 miles per gallon. We are working to improve fuel consumption through technical measures, and all our drivers have completed a Safe and Fuel Efficient Driving course.

All of our fleet (except biofuel buses) runs on low sulphur diesel, with a high-tech additive Envirox to reduce pollution and improve fuel consumption. Vehicle engines must meet increasingly higher Euro standards of exhaust emissions – 21% of our buses contain Euro 6 specification engines.

We recycle most of our waste, such as litter, used oils, filters, batteries, parts, etc. We also recycle the water we use to wash our vehicles every night.

We have a company Green Team with members representing different job roles from all of our seven depots. The team has been given special training and looks at each depot’s energy, recycling and sustainability performance and suggests areas for further improvement.

All of our buses are equipped with an eco-driving system called Green Road. The system gives drivers an indication of how they are driving via a green, amber and red warning device which reduces fuel consumption by encouraging better driving practices.

Our communityWe play a big part in the local community and we enable thousands of people to go about their everyday activities.

We have Quality Bus Partnership schemes set up in the majority of the main urban areas in the region, where we work together with our partners, in particular local authorities, to improve local bus services.

We support a number of community groups and good causes. Our corporate charity is Pilgrims Hospices in east Kent and our staff often take part in fundraising events for the charity.

Transport Focus Survey

In March, more than 9 in 10 customers across Kent and East Sussex gave the thumbs up to the company’s services with a 91% passenger satisfaction rating according to independent research by consumer watchdog Transport Focus. The watchdog also recorded high levels of satisfaction with the bus operator, achieving a 77% satisfaction rating with the punctuality of its buses and 78% with the length of time waited. 84% of passengers were also satisfied with on-bus journey times.

“Once again, customers rated Stagecoach as the best value UK bus operator, for the fifth year in a row”.

In November, we saw Herne Bay Harriers under 11s squad ditch their ragtag strip and march out in a smart new kit for their first season of nine-a-side football. Our sponsorship provided funding for each team member to receive a full kit including kit bags and an away strip.

In December, Santa (aka local bus driver Brian Newton) journeyed around Eastbourne on our Special Santa bus spreading Christmas cheer on routes 1/1A and The Loop. The fundraising driver handed out sweets to youngsters and all donations went to our now annual Christmas fundraising campaign for local charity Children with Cancer Fund. A total of £1160 was raised during the one week period the service ran, beating the previous year’s figure by £100.

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Get the bus toCanterbury

for full information on the bus route and times visit

www.stagecoachbus.com

STAGECOACH ROUTE 3

BUSES NOW RUN

BETWEEN CANTERBURY

AND SITTINGBOURNE

Canterbury

Sittingbourne

Faversham

Teynham

A4 press advert - get the bus to Canterbury.pdf 1 14/09/2017 15:09:25

Route 3 extension to Sittingbourne In September, we extended our route 3 service which connects Canterbury and Faversham to include Sittingbourne. The new link now starts from the bus stop outside the rail station on St Michael’s Road (opposite the Forum shopping centre). The buses now run to Faversham and along London Road and continue to Canterbury via the A2, dropping passengers off in the heart of the city next to Whitefriars shopping centre – handy for onward connections at the bus station and just a short walk from Canterbury College and Christ Church University.

Wave LaunchIn January, 12 new double deck buses were introduced on the popular coastal route 99, branded the ‘Wave,’ between Hastings and Eastbourne.

The £2.5 million investment provided more environmentally friendly Euro 6 buses with free WiFi and USB charging points for passengers. Each bus is equipped with high-back faux leather seats, allowing customers to travel in comfort. Our ‘Wave’ buses also feature a refreshed livery, which includes a montage inspired by the seaside route.

2018 marks the 25th anniversary of Stagecoach in the south east In 1993 Stagecoach purchased the East Kent Road Car Company with its fleet of 240 buses. This year we’re celebrating a quarter century that’s seen considerable expansion and initiative, a revitalised route network based on commercial strength and many local services enhanced to frequencies never seen before. We’re also celebrating the changes that technology has brought – contactless payment, live bus tracking and mobile tickets on the app.

Our achievements