About Stagecoach London

Key facts: May 2018 – April 2019

• 283.4      million customer journeys
• 34.1      million miles operated
• 3,547      employees
• 1,132      buses

Our customers

We carried 283.4 million customers last year. 

Customer comments are very important to us and to Transport for London (TfL). They provide valuable feedback on how our services are running and the level of customer care given by our staff. Our ultimate aspiration is that our customers feel welcomed every day when travelling on our services.

TfL are the first and primary contact for customers in London. They receive all comments, suggestions and complaints, before passing them onto us for consideration and action. We feed back to TfL, who then contact the customer directly.   

Our staff

We're a major local employer and currently have:

• 3,064      drivers
• 225      engineers
• 227 supervisors, managers and office staff
• 19 engineering apprentices

We invest heavily in training all our staff.  This enables them to fulfil their roles and give our customers the best possible service.

All our drivers have:

·         passed the five stages of their Certificate of Professional Competence (CPC)

·         City & Guilds qualifications

·         Full Disability Awareness training

·         Customer care training

Customer care skills are at the heart of everything we do and they reinforce the standards that we expect our drivers to achieve.

Understanding our customers' needs isn’t confined to our drivers. Our managers, supervisors, engineers, and support staff create the right working environment to enable our drivers to deliver the best customer service they can.  Much of our training is designed to support this objective. All our supervisors and managers have passed the relevant training courses for their various professions.

Our engineering staff are trained in skills relevant to their job. This ensures that we maintain high standards and continually improve the reliability of our buses. We have an ongoing technical training programme, an award winning apprentice scheme, a technical upskilling programme and a management development programme.

In addition, we have won a number of awards, among which are:

Silver in the London Bus Awards for Romford garage in 2019

Garages within the company have won TfL’s Best Vehicle Care award each year since 2014.

East London and Selkent nominated for top operator in the 2020 London Transport Awards.

Our services

This year, we covered 31.4  million miles and our buses ran 97.4% of their scheduled services.

We're always looking to improve, and we work very closely with Transport for London on ways to provide a better service. Our buses and drivers face continuing challenges on  the road networks in both east and south-east London, due to the impact of the road modernisation initiatives, the introduction of cycle superhighways, and the high level of property development projects which will help London over time to cater for the expected increase in residential and working populations.

Our fares

Fares and tickets are controlled by Transport for London, as are concessions for under 18s and older people.  Find out about TfL bus fares and tickets .

Our fleet

We continue to invest heavily in our fleet as a result of gaining  new route contracts.

We have put more new buses into service and now 333 within the fleet are powered by low emission, fuel efficient, hybrid engines   and five are entirely electric, battery powered, with more to follow.

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Servicing our buses

The average age of our fleet is 5.8 years excluding the vintage London Routemaster buses that we continue to operate on the daily heritage 15H service between the Tower of London and Trafalgar Square.

As part of our commitment to the safety of our passengers and staff, all of our vehicles are inspected by our engineers at least every four weeks. Our vehicles are maintained to a much higher standard than the minimum legal requirement.

All our buses are cleaned daily and undergo an intensive valet standard clean every four weeks..

Our environment

We used 7.8 million gallons of diesel last year, averaging 6.3 miles per gallon.

We're always striving to reduce fuel consumption. We’ve installed the EcoDriver telematics system on our buses to help monitor and develop our drivers to reduce the amount of fuel we consume. This also gives our passengers a smoother, safer ride.

We run 333 hybrid electric double deck buses through inner and central areas of London. These buses use 30% less fuel than traditional diesel buses and produce a third less carbon emissions. 

Our five electric buses at West Ham are the first for us, with zero emissions at the tailpipe (if there was one), while we have further 47 electric double deck buses on order for use late in 2020 at Barking and Rainham garages.

Our fleet runs on low sulphur diesel to reduce pollution and improve fuel consumption. The engines in our buses meet the rising Euro standards for exhaust emissions. All vehicles meet at least Euro 4 standards, and newer buses meet the latest Euro 6 standards.

We have reduced the carbon dioxide (CO2 output from both our fleet (-2.6%) and our buildings (-13.3%)

We are increasing the amount of waste we recycle, which is currently 67% of all waste generated, and expect this figure to increase again over the next year.

We recycle and filter the water we use to wash our vehicles every night, and harvest rain water from the roofs at our West Ham Garage site to use in our toilet flushing systems.