NEWS

Stagecoach proposes free travel and fast-tracked information upgrades to compensate for service failures

West of England traffic commissioner holds Exeter’s principal bus operator to account at public inquiry, with final decision on performance expected this week.

Peter Cleasby

Stagecoach South West and Devon County Council took part in a public inquiry last Thursday at the Bristol headquarters of the West of England Traffic Commissioner.

The inquiry was held to examine Stagecoach South West’s performance, particularly on its Exeter routes, after a specially-convened county council transport committee meeting expressed strong criticisms of its bus services in the city and surrounding area earlier this year.

Substantial evidence of the company’s failings was submitted to the inquiry, including material contributed by councillors and aggrieved members of the public, although the county council stressed that it had not solicited this input and had requested the inquiry as a means of responding to public concern.

Traffic commissioner Kevin Rooney concluded that “no action” was not an option at Thursday’s hearing, but delayed a final decision to allow the company to clarify its response.

Stagecoach South West proposed compensation along the lines of a month’s free travel at weekends within Exeter and heavily discounted fares for travel into Exeter over the same period, but said it would need to examine costings before confirming the details.

When prompted by the traffic commissioner to offer more, the company also said it would look at speeding up the introduction of planned improvements to real-time service information provision.

It was given until close tomorrow to provide firm proposals so the commissioner can finalise his decision later this week.

Empty bus timetable

Devon County Council’s case was presented at the hearing by Damien Jones, head of its transport co-ordination service. He said that the evidence showed an unacceptable number of service cancellations exacerbated by insufficient service information provision.

The real-time information systems were a source of particular frustration and the cause of serious problems for passengers. Sometimes information was missing from the company’s app and its 40 bus stop screens, at other times it was inaccurate.

Information flow had not been helped by the centralisation of all Stagecoach operating enquiries into a single customer contact centre in Perth. Staff there had given out inaccurate information and had no understanding of the Exeter and Devon localities.

Mr Jones noted that while the county council could impose sanctions on the company if it failed to deliver contracted services for which the county council provided financial support, no such remedy was available in the case of commercially-operated services.

He said the county council’s working relationship with Stagecoach South West was good, though it had become strained of late, but added that it had low levels of confidence in the company’s ability to improve.

It nevertheless welcomed the company’s assurances that a new timetable which started yesterday would change things for the better.

He added that without improvement, the Enhanced Partnership being put in place as part of the Devon Bus Service Improvement Plan would be at risk, and failure to deliver the partnership would prevent the county council from accessing further government bus service support funding.

Bus service deregulation

Bus services were deregulated by the Transport Act 1985. Until then bus companies had been owned and operated by local councils or the public sector National Bus Company.

Local transport authorities such as Devon County Council controlled services and fare levels, which included specifying service frequency, setting and monitoring quality and safety standards and setting minimum standards and capacities for vehicles.

All this changed after deregulation. Apart from London, where services remain controlled by Transport for London, commercially operated bus companies bought the council-run and National Bus Company operators.

These private companies now determine which routes they want to run and the fares they charge. All that the law requires is that operators and drivers have a licence to operate and that vehicles comply with certain safety requirements.

Such regulation as remains falls to traffic commissioners to enforce. They have overall responsibility for operator licensing compliance and must be notified of changes to routes, including decisions to withdraw them.

Stagecoach South West managing director Mike Watson said he accepted and regretted the extent of the problems experienced by passengers.

He acknowledged that the company had got things wrong, such as assuming that it would be easy to recruit drivers during the pandemic despite the effects of Brexit and more attractive working conditions in the road haulage industry.

Accordingly, Mr Watson said he had focused on attracting drivers to join (or re-join) the company by increasing pay and improving conditions, in particular by reducing evening and weekend work.

He had replaced the senior management team he had inherited with people committed to creating a more supportive and inclusive employment environment. There were now more women in management positions, staff turnover was down and training capacity had increased.

He said that this week’s timetable changes would take place with a manageable shortage of 45 of 900 drivers, and that the next set of timetable alterations in April 2023 would mark the start of a growth trajectory which would restore services to pre-pandemic levels.

He also said these changes had been made without creating any formal trade union disputes.

Traffic commissioners

Traffic commissioners were first created in the 1930’s to supervise a new system of bus licensing developed by the government in response to concerns about safety and inconsistent service standards.

They have since undergone several changes of function and organisation, and are even now the subject of a government review. One constant feature has been that they are government appointees designed to work at arm’s length from both government and local authorities.

There are six geographically-based commissioners in England plus one each for Scotland and Wales. Their current role is to supervise deregulated bus services.

The purpose of last week’s hearing was examine whether Stagecoach South West was failing to comply with section 17 of the Public Passenger Vehicles Act 1981 and sections 26 and 28 of the Transport Act 1985.

A public inquiry with a traffic commissioner is the most serious form of regulatory hearing for a transport operator. It is a formal court proceeding inquiring into whether or not the bus company, and its directors and transport managers, are complying with their licence conditions and undertakings.

At the end of the inquiry the traffic commissioner decides whether to take regulatory action. This can include revoking or suspending the operator licence, reducing the number of vehicles that the company is allowed to operate, disqualifying the company or its directors from holding a licence in the future and issuing a formal warning.

Traffic commissioners have other options in such circumstances, including those outlined in this government guide.

In response to questions from the commissioner and Mr Jones, Mr Watson added that the main reasons for drivers leaving were rostered shifts and, to a lesser extent, pay. He said the company’s working culture was no longer an issue.

He also said that with the exception of the allocation of 60 drivers and their buses to the Commonwealth Games last year under a contract agreed at Stagecoach Group level, the company had abandoned its lucrative non-scheduled business to give priority to maintaining scheduled services, although pay increases and other inflation-driven costs would eventually have to be funded by increasing fares.

It had considered using subcontractors to run some services, but recognised that the effort required to train them to Stagecoach standards would be better deployed to training the company’s own new staff.

He said its decision to centralise customer contact services in Perth had been taken before the pandemic had led to a large increase in the number of people seeking assistance, and a local resource had since been re-established.

He also said that the company’s app was generally effective at providing service information – particularly via its live maps – though problems remained with data accuracy which were being addressed.


Editor’s note: Stagecoach Devon Limited is the registered name of Stagecoach South West but as the latter is in common use the company has been referred to this way above.


Democracy doesn't work when people don't know who is deciding what on whose behalf and what the costs and consequences of those decisions will be.

Exeter Observer is proving that reader-funded media can deliver the independent public interest journalism our local democracy needs.

Upgrade to a paid Exeter Observer subscription to support our work and get access to exclusive premium content and more.

More stories
2024 duration in hours of monitored spill events at water company overflow sites bar graph

South West Water bills rise by a third following worst performance in sector with 550,000 hours of sewage spills

Tariffs increase as Environment Agency publishes damning data after South West Water owner Pennon Group issues £24.5 million in dividends to shareholders.

Devon & Torbay Combined County Authority inaugural meeting 19 March 2025

Devon & Torbay CCA sets sail for regional democratic deficit with £500,000 crew

Combined county authority throws public accountability overboard as future regional strategic governance body ratifies constitution at inaugural meeting but fails to explain why so many staff needed to deliver so little at such colossal cost.

Exeter Post Office in Guildhall Shopping Centre WHSmith

Sidwell Street Post Office to close as WHSmith shops sale raises risk of Exeter city centre counter service disappearance

Closure follows loss of Exeter’s last Crown Post Office in Bedford Street, since when all city branches operated by franchisees or independent businesses.

Average number of days taken by OPCC to complete a complaint review bar chart

Devon & Cornwall Police complaints handling “not good enough by a long way”

Police and Crime Commissioner Alison Hernandez criticises force for poor performance but statutory report also finds poor commissioner’s office complaint appeals performance.

Northbrook swimming pool

City council holds sham Northbrook swimming pool closure consultation

£600,000 Exeter Leisure services budget cut signed off two weeks before pool consultation opened as St Sidwell’s Point drains other council leisure sites.

Exeter local elections campaign materials

Help hold Devon’s political parties and politicians to account during the 2025 local elections

Send us any campaign materials you receive so we can fact-check candidates’ claims and hold them to their pledges after the votes have been counted.

On Our Radar
RAMM Late Friday 25 April 2025 at Royal Albert Memorial Museum, Exeter

FRIDAY 25 APRIL 2025

RAMM Late

An adults-only evening of workshops, demonstrations, dancing, music and talks.

RAMM

Jess Hughes Cameron and Chin See at 2024 Topsham Music Festival

FRIDAY 25 TO SUNDAY 27 APRIL 2025

2025 Topsham Music Festival

Three day event features jazz, percussion and classical music played by young professional musicians from across the country.

TOPSHAM

Tabatha Andrews sculpture

SATURDAY 26 APRIL TO SATURDAY 21 JUNE 2025

The Slightest Gesture

Sculptor and installation artist Tabatha Andrews presents a new immersive exhibition.

EXETER PHOENIX

Liberation in Venice 1945

SUNDAY 27 APRIL 2025

Festa Di Liberazione

Italian Cultural Association Exeter hosts a day of music, dance, poetry and Italian culture.

KALEIDER

Edward Tripp

TUESDAY 29 APRIL 2025

City Slam 2025

Exeter City of Literature, Taking the Mic and Spork! co-host a third city-wide spoken-word poetry competition.

EXETER PHOENIX

Detail from Panorama of Prague from the Schönborn Garden

SATURDAY 10 MAY 2025

Czech Classics

Isca Ensemble and chorus perform a programme by Czech composer Antonín Dvořák.

EXETER CATHEDRAL