Passenger Transport Service standards

When an organisation wants to shows you, the Service User, what type of service you should expect, the organisation introduces service standards, which are than published.

The organisation is than judged on how well it is performing against these service standards.

Passenger Transport Services is committed to the following Service Standards:

Service Standards

• All our journeys for Service Users within the borough will be no longer than 60 minutes.
• Once the Council has agreed to your transport requirements we will advise you within 5 working days when your transport service will start.
• We will provide you with a Service Users pack when you start using our services, which will have important and useful information about the service.
• We will give you an approximate time when we will pick you up and take you back home. However, please note that times may vary by about 10 minutes
• We will contact you by telephone or by sending you a text, if you have a mobile phone number, to let you know if we are going to be more then 10 minutes late.
• We will make sure that you are well looked after and secure whilst you are on the bus.
• Our staff will wear a uniform, will carry a photographic identification card, will have received appropriate training and will have been checked through the Criminal Records Bureau.
• If we cannot take you or leave you at your home safely, we will take children and young adults to Dongola Road Centre, E13 and elders to either Greengate Lodge E13 or Rawlpindi House, E13. We will advise your carers by a written card and telephone call of what we have done.
• We will keep our buses clean and tidy.
• We will carry out customer satisfaction surveys every 4 months and ask you for your views at least once a year.
• We will respond to a 100% of any correspondence / complaints you may have about the way we deliver services to you within 10 working days.
  
  

If there is any part of the above that you do not understand or if you wish to make any comments please telephone the Passenger Transport office on 0208 430 3949 and speak to any of our staff who will be happy to assist you.