Friday 19 October 2012

Stagecoach, yeehaa!


I'd say Stagecoach aren't quite aware of what's going on outside their Newcastle depots and offices, once their drivers are released onto the roads. At best, they don't know. I say that giving them the benefit of a doubt.

In a letter to me, Stagecoach say "All our driving staff are trained to have the highest regard for the safety of our customers, other road users and pedestrians. To make sure our staff are attaining this high standard we regularly undertake covert assessments of driving standards and act swiftly to investigate any allegation of driving standards or general conduct and performance, which will also involve a review of any on bus CCTV data.

"At Stagecoach our drivers are taught to drive with safety and courtesy at the top of their list of priorities, so therefore, given the large investment into the training of our staff, it is always disappointing to learn of an occasion where this high level of investment has not been repaid by a member of staff.
"


It was this event on 28 September 2012 13:50 that shook me badly:
  • the bus driver of No.1 (NK60 DNN I think) on John Dobson Street, travelling northwards, was overtaking me (on my bicycle at the time) with very little room to spare. I was able to touch the side of the bus. At any speed that distance is totally unacceptable and the driver requires some serious improvements in their driving style to make them safe for our roads
  • as if that wasn't enough, the driver then went on to run a red light (across Northumberland Road).
Stagecoach also say they cannot disclose information such as cctv footage, driver interviews etc. Their 'covert assessments' are most likely not shared too. They are in effect policing themselves. Which does not help to build trust. And trust is lacking. I have offered to meet the driver and explain the cyclist's position of vulnerability and dependency.

And here are Stagecoach trying - again - to convince everyone how super smashing they are, only to learn that others don't think so.

Here are some stats. My stats, collected by myself in a period of just a few days. A little experiment. It's worth noting, that I have not been out searching for these contraventions. I just happened to stumble across them on my commute, passing through Newcastle city centre.

  • 9 October at ca 16:20 - driver of No.11, number plate ending in KFO, who at the top end Pilgrim Street pulled entirely unnecessarily into the ASL
  • 9 October at ca 16:20 - (cont.) then overtook me (on my bike at the time) with rather little room to spare on John Dobson Street.
  • 10 October ca 08:05 - blocking the ASL for no reason whatsoever - No.15a, number plate ending in YUD, Market Street westbound (where it meets Pilgrim Street, at police station)
  • 10 October ca 16:15 - blocking the ASL for no reason whatsoever. No.12, didn't catch the number plate, Blackett Street, eastbound (where it intersects John Dobson Street) - driver was turning right, onto John Dobson Street
  • 15 October ca 17:20 - Stagecoach bus No. 40, number plate ending in DJY: Blackett Street (New Bridge Street West), travelling eastbound - driver preparing to turn right, onto John Dobson Street entirely blocking the ASL which was totally unnecessary 
  • 15 October ca 17:20 - (cont.) and then - still at red - the driver was pulling onto the crossing over the stop line into the pedestrian space
  • 18 October 2012 ca 09:08 - John Dobson Street, southbound, Stagecoach driver blocking ASLs seemingly unnecessarily No.1 number plate ending in DNN, at Northumberland Road crossing
  • 18 October 2012 ca 09:09 - Stagecoach driver blocking ASLs seemingly unnecessarily No.10 number plate ending in DJJ, at Market Street crossing
  • 18 October 2012 ca 09:10 - Stagecoach driver blocking ASLs seemingly unnecessarily No.12 didn’t catch the number plate, also at Market Street crossing
For a cyclist it's not just an ASL. It's designated space. Something for them. Specific infrastructure. It ain't great, but currently it's all we've got. So finding - after you've manage to wriggle onto one - that a driver is already occupying it, is a real disappointment, every time. It makes you feel sad and angry, all at once.

And sideswipes by heavy vehicles, well, I do not have to explain how that feels to a cyclist. It's terrifying.

1) Maybe a good-old walkabout by Stagecoach managers would do the trick and open their eyes to epidemic misconduct by their drivers. 

2) Or meeting the Newcastle Cycling Campaign for a bike ride round town as was offered, to learn about the hostility out there, learning by doing: here and here

3) Or letting me chat to individual bus drivers as offered with every letter I sent Stagecoach.

As cyclists we are asked to share the road. Being squishy objects we heavily depend on others' good driving skills, respect, courtesy and foresight too. I'd rather have some designated delineated space where this conflict and confrontation is removed. 

4) Maybe Stagecoach want to join the Newcastle Cycling Campaign in their call for better space clarity and delineation?

A Stagecoach employee says after telling me about a payslip flyer they were preparing for their staff "I am confident that you should see a marked improvement. I would like to add though, the majority of our drivers do adhere to the rule, but in certain circumstances, it is difficult to bring such a large vehicle to a safe and smooth stop when lights have a short change cycle." 

I do not mean this to be an attack on Stagecoach. In the end I, just like the Stagecoach employee, hope to see a "marked improvement". I just think that their belief and reality are too far apart. Unless anything of the above is happening I continue to believe they don't really care. 

It's also worth seeing these Newcastle videos corroborating the above.
nebikene youtube 1
nebikene youtube 2
nebikene youtube 3

 

16 comments:

  1. Received a tweet from Stagecoach Group ‏@stagecoachgroup

    @KatsDekker hi - we've read your blog and passed the info to our #Stagecoach UK Bus HQ team. Thanks for taking the time to detail the issues

    ReplyDelete
  2. It's these kind of responses that leave you powerless:

    - - -
    On 2 January 2013 13:08

    As discussed on previous occasions, Stagecoach treat all complaints very seriously, and all drivers are interviewed through the recognised company disciplinary procedures, where the appropriate award is given depending on the severity of the action. Unfortunately, as also previously stated, I cannot reveal the outcome due to the Data Protection Act.

    Regards

    ReplyDelete
  3. Today...

    Today ca 08:30, John Dobson Street, Stagecoach No.11, number plate ending in BNL travelling southwards, running reds at crossing with Northumberland Road, then in ASL (even overlapping into pedestrian space) at crossing with New Bridge Street.

    Could you please reprimand the driver as they very clearly had substantial disregard for road rules and others' safety, and let me know you have done so.

    ReplyDelete
  4. Tweet today

    ‏@eseesea PS don’t think bus drivers, especially number 1 on Whitefield Ter, know most of Heaton is 20mph. To raise with Stagecoach?

    ReplyDelete
  5. More blurb. Meaning. Less. Blackbox. Shut. Locked even.

    = = =

    Firstly may I say how sorry I am for you having to make a complaint against one of our employees regarding driving standards. I would like to assure you that our Company cannot and will not tolerate the behaviour of one of our employees which is below the required driving standards we strive to achieve, as safety is of paramount importance to our Company. As part of our code of practice we investigate all complaints and customer comments and as in this case I will be viewing the CCTV from the bus, and as you have asked I will then interview the driver with the aim to correct his behaviour on the road towards other road users.

    At Stagecoach North East we invest a great deal of time, energy, and resources into providing comprehensive training to all of our drivers. This training covers all aspects of the drivers’ role, but has a particular emphasis on safety and customer care.

    The portion of the training used to assist applicants in obtaining a PCV Licence is conducted by DSA Approved Qualified Driving Instructors, who ensure that candidates meet the standard of driving required by law. This standard is confirmed as candidates pass the prescribed Category ‘D’ Test, which assesses all aspects of driving safely including following correct procedure at bus stops, conducted by Driving Examiners appointed by the DSA.

    Following obtaining a licence and completion of the relevant classroom-based training, drivers are assigned a mentor, who coaches them until such time as both the driver and the mentor are satisfied with the driver’s competency in all areas of his or her role. Drivers are expected to maintain this standard for the duration of their employment, and the company employs “Mystery Shoppers” to continually covertly assess standards and ensure that they are maintained, as well as providing ongoing training to drivers through the “Driver-CPC” Training Programme.

    Given this large investment in our staff, the vast majority of our drivers drive with safety and courtesy at the top of their list of priorities.
    It is always disappointing to learn of an occasion where this high level of investment has not been repaid by a member of staff.

    I would like to take this opportunity to thank you for taking the time to contact us with this report; the driver has been identified from the information you have provided, and as I have already stated, will be interviewed with reference to your allegations. A full investigation will be carried out, and you can rest assured that appropriate action will be taken in accordance with our internal disciplinary procedures however, you will understand that due to the confidentiality attached to such matters I am not at liberty to elaborate in any further detail about the particulars of this action.

    If I can be of any further assistance to you, please do not hesitate to contact me.

    ReplyDelete
  6. From: Katja Leyendecker
    Date: 21 March 2013 17:51
    Subject: Complaint. Dangerous driving.
    To: Shelley Usher , Dave.Bambrough@stagecoachbus.com
    Cc: Newcastle Cycling Campaign Newcycling


    Dear Stagecoach

    I wish I could tell you different news, but here's another dangerous driving complaint :

    No.30 Stagecoach bus
    Time 17:20
    Number plate T485 BNL (I believe)
    Pilgrim Street - New Bridge - John Dobson Street northbound.

    Offences

    - Pilgrim Street - occupying ASL (if it "only" would have been that, I would have let it go)

    - John Dobson Street - narrow overtaking (I banged the side of the bus and was pushed towards the kerb)

    - John Dobson Street - ASL, and early green start

    - Possibly speeding, certainly erratic and very aggressive driving style

    Please understand, that your fleet of drivers can only ever be as good as the worst driver. There are already too many bad and dangerous ones out there. http://katsdekker.blogspot.co.uk/2012/1/stagecoach-yeehaa.html Your driver made a conscious decision to threaten my life. I think it's only fair that you let me meet with that driver, after you have verified their offences by viewing the footage.

    Thanks
    Katja
    - - -
    I support @thetimes Cities fit for cycling campaign http://thetim.es/cyclesafety #cyclesafe
    - - -
    http://newcycling.org - Newcastle Cycling Campaign
    http://katsdekker.blogspot.com - my blog
    - - -
    http://uk.linkedin.com/in/katjaleyendecker
    http://twitter.com/katsdekker
    http://www.flickr.com/katsdekker

    ReplyDelete
  7. You’re probably not going to be much impressed by this response, and I wouldn’t blame you in the circumstances, but you might spare a thought for the bus driver.

    Time was, being a bus driver, or indeed all sorts of other drivers, was a fairly dignified trade. You got paid a wage, had a pension, job security, etc and worked perhaps a lifetime for one employer – probably the county council public transport department.

    Then came privatisation, and de-regulation, and a panoply of anti-employment rights legislation which to his eternal shame Tony Blair was as guilty of as Margaret Thatcher. Bus drivers found themselves under a cosh – longer hours, poorer conditions, crappy pensions, loss of overtime, union non-recognition, loss of employment security etc. Now, they have to perform – never mind what road conditions are like, they can be penalised for delays. I wouldn’t be surprised if they are paid per journey, rather than per hour. That is certainly true of couriers and delivery drivers, and private-hiure drivers working for big firms like Addison Lee (where actually it is worse than that – they “lease” their vehicles from AL, and get paid per trip, from the fare paid by the customer, less handling charges).

    It’s not right, but when poor schmucks are really struggling to make a living wage, they cut corners.

    What really needs to happen is that we sweep away all of the labour law reforms of the last quarter century and start again.

    ReplyDelete
  8. From: Katja Leyendecker
    Date: 18 April 2013 19:54
    Subject: Re: Complaint. Dangerous driving.
    To: Dave Bambrough


    Hi Dave

    Any chance of this training coming to Newcastle soon? http://www.bbc.co.uk/news/uk-scotland-scotland-business-22079941
    It's badly needed. Or maybe it is just a Stagecoach publicity stunt?

    Thanks
    Katja

    ReplyDelete
  9. The Driver CPC is exclusively established for vehicles that requires driving professionalism. These vehicles are the bus, coach, and lorry. It is to ensure that the drivers handling these vehicles will have direction in terms of road safety and also for high standards of driving.
    - Luise Pagett

    ReplyDelete
  10. From: Paul Sutcliffe [mailto:Paul.Sutcliffe@stagecoachbus.com]
    Sent: 29 January 2014 14:20
    To: Leyendecker, Katja
    Subject: Re: Complaint


    Hello Katja


    I write in reply to your email regarding your observation one of our drivers contravening a red traffic signals on John Dobson Street.

    From the information that you provided, the driver of the vehicle has been traced and is currently being dealt with in accordance of the company disciplinary policy. You can rest assured that appropriate action will be taken, in accordance with the company’s disciplinary procedure, to prevent a recurrence of events such as this. Due to the Data Protection Act I am unable to disclose the outcome of the interview or the action that we take against the driver.

    At Stagecoach North East we invest a great deal of time, energy, and resources into providing comprehensive training to all of our drivers. This training covers all aspects of the drivers’ role, but has a particular emphasis on safety and customer care.

    Given this large investment in our staff, the vast majority of our drivers drive with safety and courtesy at the top of their list of priorities. It is always disappointing to learn of an occasion where this high level of investment has not been repaid by a member of staff.

    I would like to take this opportunity to thank you for taking the time to contact Stagecoach North East and bringing these matters to my attention and hope that this incident will not deter you from travelling with us in the future.

    Yours Sincerely,

    Paul Sutcliffe
    Senior Duty Manager
    Slatyford Depot
    Stagecoach In Newcastle
    NE5 2SE

    "Leyendecker, Katja"
    28/01/2014 10:15
    To "northeast.enquiries@stagecoachbus.com"

    cc Katja Leyendecker, Newcycling
    Subject Complaint




    Please investigate this incident (on-board footage): No.63 bus driver going through red lights bottom end of John Dobson Street ca 08:55, travelling southwards. There was no excuse at all for doing this. (I addition, the all-red light phase is very short at that junction, which means you are endangering others even more.)

    And let me know the outcome and action that you are taking against the driver.

    I want you to take this seriously, for once. And prove it.

    Thanks
    Katja


    From: Katja Leyendecker
    Sent: 28 January 2014 10:02
    To: Leyendecker, Katja
    Subject:

    (Location http://t.co/SuAGy8uBa2) Stagecoach 63 blatantly through REDs. Bottom end of JDS.
    http://twitter.com/KatsDekker/status/428089338757660672
    Katja Leyendecker
    - - -
    http://katsdekker.blogspot.co.uk twitter @katsdekker
    - - -
    http://newcycling.org twitter @newcycling
    This email has been sent using touchpad technology. Any spelling mistakes or typos are therefore not my fault =)

    ReplyDelete
  11. Reads like they have been using the same template response for quite some time now, have received exactly the same rubbish to both complaints I have sent too.

    Wish there was something that could be done to make them accountable for the actions of their drivers, but I'm really not sure what that would be.

    Be safe out there!

    ReplyDelete
  12. Rather interesting they claim that they can't tell you the outcome of staff complaints as Lothian buses have done so in many occasions in the past with me.

    ReplyDelete
  13. Before you rush to make all these complaints maybe you should try getting a 40ft bus through a city center whilst having to stick to a schedule. I cant help but wonder what attention to the road you are paying as you seem to busy watching buses rather than concentrating on what your doing. To be honest you just sound like a proffesional moaner and i would like to know how many cyclist,s you have reported for jumping red lights and riding on the pavement

    ReplyDelete
    Replies
    1. Why must I have bus-driving experience to see that they're sometimes driven dangerously?

      Plenty of bus drivers have exposed the unreasonable pressure that their bosses place them under, so we know they're often pushed into driving dangerously.

      Not that unrealistic schedules are an excuse for endangering someone else's life, of course.

      Or perhaps you could meet the families of the many deceased, and explain it's good for Stagecoach's profit and therefore necessary?

      Delete
  14. All aside please help large vehical drivers. If there having trouble passing you.go on the pavement if legal. Slow down to let the vehicle pass. Or even dismount.be part of the solution as really you a slow hazard to other road users. The longer the overtaking takes the worse things get. Be part of the solution

    ReplyDelete
  15. All aside please help large vehical drivers. If there having trouble passing you.go on the pavement if legal. Slow down to let the vehicle pass. Or even dismount.be part of the solution as really you a slow hazard to other road users. The longer the overtaking takes the worse things get. Be part of the solution

    ReplyDelete