Transport SERVICE STANDARD BOOKLET

Transcription

1 SERVICE STANDARD BOOKLET Transport Passenger Transport Bus Stops and Shelters Concessionary Fares Home to School Transport Community Transport (including the Medibus & Dial-a-Ride) Transport Planning Tackling Youth Drug Misuse Community Legal Services Tackling Fuel Poverty Supporting the Rural Economy

2 Vision Statement The East Riding of Yorkshire Council will work to improve the quality of life for our community, earn the respect of the people we serve and build pride in belonging to the East Riding of Yorkshire. OUR COMMUNITY AIMS Working with partners and the community, we will seek to achieve: IMPROVED HEALTH Improved Quality of Life To improve significantly the health and quality of life of residents in the East Riding of Yorkshire. GREATER PROSPERITY Higher Living Standards To ensure a prosperous and sustainable economic future for the East Riding of Yorkshire. We will plan and develop the infrastructure to attract business and visitors to the area and ensure that local companies are encouraged and supported to grow, develop and create quality jobs. REDUCED CRIME Reduced Fear of Crime To reduce crime and the fear of crime in our communities so that everyone can feel safe from threats to themselves, their families and their property. LIFELONG LEARNING Improved Educational Achievement To help every individual develop to their full potential. We believe that everyone is entitled to an education of the highest possible standard: one that promotes lifelong learning, enabling them to lead a fulfilling life and make a full contribution to the community and the economy. A HEALTHY ENVIRONMENT For Future Generations To promote awareness and responsibility for the environment of the East Riding of Yorkshire. In all future environmental developments we will be conscious of our responsibility for future generations. OUR COMMITMENT CONSULTATION & PARTICIPATION Working with You To place customers first in everything we do, encourage increased public participation through the electoral and management processes and communicate and consult with all who live, work and have an interest in the East Riding of Yorkshire. A WELL MANAGED AUTHORITY Working for You To embrace all government legislation designed to improve local government services and provide Best Value. We will plan and prioritise effectively, secure sound financial and asset management and, recognising that our employees are our most important asset, be a good employer. 2

3 Passenger Transport Although the Council does not run local bus or rail services, we do have a significant involvement in public transport, and work with transport providers to try and ensure an effective public transport network for the East Riding. What does the Council do? We don t actually provide bus and rail services, but we do subsidise many local bus services that would otherwise not be provided by the commercial bus companies. We also work with operators to provide timetable and route information, we provide bus stops and shelters, we run a concessionary fares scheme for older and disabled people, and we manage the area s two bus stations at Bridlington and Beverley. How can I get information on local public transport services? There are lots of different ways. If you have access to the internet, you can get timetable and route information from our web site at Alternatively, you can ring Buscall for bus enquiries on , from 8am to 8pm daily. If you re out and about and need information, you could use one of our onstreet electronic travel guides at Beverley Sow Hill Bus Station, and at Hessle Square. There are staffed Travel Point Enquiry offices at: Beverley Bus Station: 0730 to 1700 Monday to Saturday. Bridlington Bus Station: 0930 to 1430 Monday to Friday, 0800 to 1700 Saturdays. Driffield Bus Depot: 0830 to 1230 and 1330 to 1700 Monday to Friday. 3

4 Local bus timetables are available from the bus companies, Customer Service Centres, libraries and tourist information centres. Service timetables are also provided at more and more bus stops. For train service information, you can call National Rail enquiries on , or visit the National Rail website at Minicom users should call Stations in the East Riding also have copies of the local rail timetables on their noticeboards. The Council is committed to making sure that up-to-date service information is widely available, including at our bus stations and bus shelters. Bus Stops, Shelters & Bus Stations The council has a programme to improve bus stops and shelters along key bus routes to make them more accessible for those with mobility problems. A number of other shelters are provided by an advertising company under contract to us; and bus shelters are also provided by parish and town councils. The council owns and manages Beverley and Bridlington bus stations. What if I find a bus shelter vandalised? The Council aims to ensure that our bus stations and shelters are safe, clean, and in a proper state of repair. If you find a bus shelter that has been damaged or vandalised, contact us on (01482) and we will make arrangements with the owner for it to be repaired. Similarly, let us know if there any problems in respect of Beverley and Bridlington bus stations. The standards you can expect Where we are involved in managing the service, we will provide a public transport service on all days and times as set out in the timetables. Bus 4

5 services will, barring unforeseen circumstances, run to the published timetable and no bus will run more than five minutes earlier or later than the published time. Vehicles on contracted services will be adequately heated, ventilated, and maintained in a good state of repair and running order. We try to maintain the highest standards in our public transport work. We monitor: Satisfaction with the public transport service Satisfaction with public transport information Passenger journeys per year The cost of subsidising public transport services We report on our performance in these and other areas in our Striding Ahead Performance Plan every June, and also publish our targets for improving our performance. 5

6 Concessionary Fares The Council provides a concessionary travel scheme that enables men and women from age 60 to obtain half fare travel on all local bus services, and reduced fares on local train services in the East Riding. Half fare travel is also offered to people with specified mobility problems and some more seriously disabled people can obtain free travel. The concessionary travel scheme also applies to bus and train journeys made wholly within Hull and on routes to Doncaster, Pontefract, Scarborough, Selby and York. You can also travel at reduced fare as a companion to a disabled person who cannot use public transport without assistance. Full details of the scheme can be found on our website at or there is a separate leaflet available at Customer Service Centres and libraries. Who is eligible? Half-fare travel is available for these groups of people: 1. Men and women aged 60 and over 2. War Pensioners 3. Learning disabled people (Severely learning disabled people qualify for free travel) 4. Partially sighted people 5. Those who are medically unfit to drive ( unless due to misuse of drugs/alcohol) 6. Persons without speech which includes those people unable to communicate orally in any language People with mental health problems are not eligible for the scheme unless they are medically unfit to drive. 6

7 Free travel is provided for the blind, profoundly deaf, the limbless and those with severe learning disability or mental impairment. Applicants for free travel must be referred to Social Services, who will verify that they qualify. Applicants will need to provide their own photograph. A Companion s Pass is also available to those who need to travel with a disabled person who cannot use public transport alone. This is intended for use by an unpaid carer, usually a spouse, parent, child or other close relative. In the first instance all enquiries for half fare or free travel for the disabled should be made to the Transport Strategy & Review Team on (01482) Where Can I Get a Travel Pass? Half fare concessionary travel passes are issued on application at Customer Service Centres and at some other locations throughout the East Riding, details are at the back of the booklet. However, in the first instance all enquiries for half fare or free travel for the disabled should be made to the Transport Strategy & Review Team on (01482) Applicants will need to supply a passport size photograph and proof of age (Birth Certificate, Pension Book, Driving Licence, Old Pass or Passport) and residence (Driving Licence, Rent Book, Bank Statement, Council Tax or Utilities Bill). Subject to verification, a photo pass is issued at no charge. Should an individual be unable to attend in person at an issue point, a pass may be issued to his/her spouse/carer/relative etc. provided that the document used to prove eligibility includes a photograph, which matches the one, provided for the pass itself. Is there a charge? No, there is no charge for a concessionary travel pass. Where Can I Use My Pass? You can also use your pass on bus or train journeys to Doncaster, Pontefract, Selby, York, Malton or Scarborough, or to intermediate stations on the railway, provided that your journey starts in the East Riding. 7

8 Remember... When you apply for a pass, give us complete and accurate information, and tell us of any change in your circumstances Always give a clear signal when you want to get on or off a bus Have your fare and your travel pass ready, and keep your ticket for inspection Check with the bus or train operator if you are planning to travel on a bank holiday - services may not be running normally Use public transport whenever you can. You re helping the environment, reducing pollution and congestion, and helping to keep the service running If you are able to, why not walk or cycle when you re going a short distance? Home to school transport The Council provides free and reduced price transport for eligible children to get to school. Who can get this help? Entitlement to home to school transport is assessed on a case-by-case basis. Application forms, and further information, are available from Customer Service Centres (addresses are at the back of the booklet) or from your school. Dial-a-Ride The Council provides a number of pre-bookable Dial-a-Ride services, such as Medibus, Bridlington Dial-a-Ride, and the PATH Awaydays service, which collect passengers from home. Passengers need to book their journey in advance by ringing the relevant numbers. The Council also provides assistance to the Holderness Area Rural Transport - HART Medibus and community transport scheme. 8

9 The Medibus Medibus provides a bus service from rural parts of the East Riding to local hospitals, helping you keep appointments or to visit relatives and friends in hospital. It collects you from home and brings you back to your door after your visit. There are four Medibuses serving the rural areas around: Beverley serving Beverley Westwood, Hull Royal and Castle Hill Hospitals Carnaby serving Alfred Bean, Bridlington and Scarborough Hospitals Pocklington serving York District Hospital Withernsea serving Princess Royal, Hull Royal and Castle Hill Hospitals The HART Medibus serves Beverley Westwood, Hull Royal and Castle Hill Hospitals, on Mondays, Wednesdays and Fridays. Medibus works on a pre-booked basis and fits its schedule around its passengers on a day to day basis. Each Medibus can carry up to 8 passengers and has room for one wheelchair. Each medibus has easy access using an electronically operated side step and ramp to the rear and our drivers are friendly and helpful. Once the journey is booked, a courtesy call is made the day before the appointment to give an exact pick up time from your home. Depending on distance to the hospital, this is usually no more than an hour or so before the appointment. After you have finished your appointment or visit to hospital, the driver will normally be back to take you home within an hour. To book Medibus:- TEL: Fax: Bridlington Dial a Ride Bridlington Dial-a-Ride provides a door-to-door service anywhere within Bridlington or Sewerby. It runs on Tuesdays, Wednesdays and Thursdays between 0800 and It serves anywhere within Bridlington and Sewerby, taking passengers door to door. Journeys must be booked in advance, by ringing as soon as possible: the lines are open between 0830 and 1700 Monday to Friday. A 16-seater minibus is used, and it can carry wheelchairs. To book Bridlington Dial-a-ride:- Tel: Fax:

10 PATH AwayDays The AwayDays service covers the rural area around Howden, and picks people up from their own front door. The service runs Monday to Friday, with a different destination each day. Mondays - Hull, Tuesdays - York, Wednesdays - Beverley, Thursdays - Hull, Fridays - Doncaster. Journeys must be booked in advance, and bookings can be made between 0830 and 1530 Monday to Thursday. The PATH minibus carries up to 16 passengers and is adapted to carry wheelchair users. Passengers can be picked up from home and you ll be contacted the day before your journey to confirm your booking. To book Howdenshire PATH Awaydays:- Tel: Fax: Who Can Use These Services? Anyone can use the services, providing they live in the areas served. Concessionary bus passes can be used to obtain reduced fares. You should book at least 24 hours before travel is required. Bookings are made strictly on a first come, first served basis. We try to deal with late bookings whenever we can, but no guarantees can be given. The services can accommodate passengers travelling in wheelchairs, but space is limited, and usually only one wheelchair space is available on each journey. The vehicles have lowering steps and a wheelchair lift to enable people with mobility difficulties to board and alight. 10

11 Transport planning The Council has developed a five year Local Transport Plan, setting out in detail our transport strategy for This includes our plans for developing sustainable forms of transport, such as cycling, walking, and the use of waterways. We are also developing and extending the range and use of public transport, as alternatives to the private car. The Local Transport Plan also enables us to bid for money to finance transport projects, such as improvements for pedestrians, cyclists and buses. A high priority is also given to road maintenance. It is a statutory document and must be consistent with the Council s statutory land use policy documents (the Development Plan) so as to encourage a reduction in the need to travel and reduce vehicle emissions. The Local Transport Plan is reviewed each year in the council s Annual Progress Report, so that it evolves over time and is kept up to date. In particular, the various strategies within it will continue to be developed (with public involvement), so that it remains relevant to the people of the East Riding who will use local transport facilities and services. 11

12 How can I see a copy of the Plan? Copies of the Local Transport Plan and the Annual Progress Report are available for consultation in any East Riding library or in our Customer Service Centres - the addresses are at the back of this booklet. If you want your own copy, a limited number are available from our Transport Planning section; the address is at the back of the booklet. Can I have a say in this? The Plan is developed and reviewed with extensive public consultation, so there will be plenty of opportunity for residents, businesses and others with an interest in local transport to contribute to the shape of transport policy for the East Riding. Consultation opportunities will normally be publicised in the local press and also in East Riding News. We will also be carrying out consultation on road improvements, so you may well be asked to take part in this way too. Cycling The Council has set targets for promoting cycling as an alternative to the car, and to promote health. Our Local Transport Plan includes specific targets for increasing the numbers of children cycling to secondary schools, improving road conditions to make the roads safer for cycling, and increasing the mileage of dedicated cycle tracks in the East Riding. Full details of our aims and objectives for cycling are given in our Local Transport Plan, as described above. 12

13 Help us to help you Please respect our staff, who are doing a difficult and often contentious job. Please provide any documentation as quickly as possible. Remember to quote reference numbers whenever possible. Please ask for help or advice if there s anything you don t understand. Feedback We are constantly working to improve our services to you - so, If you ve a bright idea about how we can improve things, we d like to hear from you. If you re happy with the service you ve received, please let us know and we ll pass on your compliments to the staff concerned. And if you have a complaint, we need to know so that we can take any necessary action to put things right. If you want further information on our complaints procedures, ask for our leaflet. Contact us at any of the addresses on the back of this booklet. 13

14 Contact Addresses and Telephone Numbers... Passenger transport, bus stops and shelters Transport Services Section, Fleet Building, Grovehill Road, Beverley HU17 0JP Tel Concessionary fares and travel passes Transport Services Section, Fleet Building, Grovehill Road, Beverley HU17 0JP Tel Passes are issued at the following Customer Services Centres, Monday to Friday between 9am and 5pm. Anlaby Beverley Bridlington Cottingham Goole Hedon Hessle Hornsea Pocklington Withernsea Addresses and telephone numbers for Customer Service Centres are on the back cover of this booklet. Passes can also be obtained from; Bilton Village Hall, Main Road, Bilton - 3rd Wednesday in the month between 2pm and 4pm Brough Methodist Church, Welton Road, Brough - 1st Wednesday between 1.30pm and 3.30 pm 14

15 Contact Addresses and Telephone Numbers (Cont) Howden PATH Office, 5 Highgate, Howden - Monday to Thursday between 8.30 am and 4.30 pm South Cave Women s Institute, Church Street, South Cave - 1st Thursday in the month between 1.45 and 3.45 Home to school transport School transport section, County Hall, Beverley HU17 9BA Tel sue.dorsey@eastriding.gov.uk Community transport Humber and Wolds Rural Community Council, 14 Market Place, Howden, Goole DN14 7BJ Tel East Yorkshire Council for Voluntary Service, Community Resource Centre, 4-6 Victoria Road, Bridlington Tel East Riding Voluntary Action Service, Morleys House, Morleys yard, Beverley, HU17 9BY Tel Fax Boothferry Council for Voluntary Service, The Courtyard, Boothferry Road, Goole Tel Transport Planning Forward Planning Unit, County Hall, Beverley HU17 9BA Tel paul.bellotti@eastriding.gov.uk 15

16 Your a cess to ustomer Service Centres C ANLABY 17 Hull Road HU10 6SP Tel: Fax: BEVERLEY Cross Street HU17 9BA Tel: Fax: BRIDLINGTON Town Hall Quay Road YO16 4LP Tel: Fax: COTTINGHAM Civic Hall Market Green HU16 5QG Tel: Fax: DRIFFIELD Council Offices West Garth YO25 6TP Tel: Fax: GOOLE Council Offices Church Street DN14 5BG Tel: Fax: HEDON 2 New Road HU12 8EN Tel: Fax: HESSLE Peeler House Ferriby Road HU13 0RQ Tel: Fax: HORNSEA 75 Newbegin HU18 1PA Tel: Fax: POCKLINGTON Burnby Hall YO42 2QF Tel: Fax: WITHERNSEA Queen Street HU19 2HH Tel: Fax: CALL CENTRE Tel: / Fax: Service Promises The East Riding of Yorkshire Council is dedicated to providing high quality, cost effective services which create a better quality of life for all our residents. In order for the public to assess how close we are coming to achieving this, we have devised a set of performance standards for individual services to act as benchmarks. We intend that these service standards will make us more open, accountable and responsive, and leave the public in no doubt about what level of service they can expect from us. Produced by East Riding Print & Design Unit 25,Tokenspire Business Park, Hull Road,Woodmansey, Beverley HU17 0TB Tel: Fax: /49 printanddesign@eastriding.gov.uk PY/53