Transport
This year saw 80 contacts received from the public expressing dissatisfaction with the services delivered. This includes both public transport and educational transport. The total complaints raised for transport accounts for 7% of all contacts received.
As can be seen below, transport services have seen a steady decline in complaints received since the beginning of 2023 to 2024. The numbers continue to decline during this year. This highlights the positive work being conducted by colleagues in transport services, as it was expected that numbers would increase during quarter 2. This would align with the beginning of a new school year and the number of transport applications received during this time.
Transport complaints received per quarter
| Quarter | 2023 to 2024 | 2024 to 2025 |
|---|---|---|
| One | 27 | 23 |
| Two | 37 | 23 |
| Three | 28 | 22 |
| Four | 30 | 12 |
The number of transport applications processed over 2024 to 2025 was 8,308. The number of complaints received was 70. This accounts for 0.84% of all eligible passengers. This helps us to understand the work being delivered regarding educational transport and the number of complaints received.
The following shows where fault was found in complaints that were upheld and the aspects of those complaints partially upheld.
- not upheld – 50%
- partially upheld – 21%
- upheld – 29%
During 2024 to 2025, transport saw an equal split of complaints where fault was identified, and those where no fault was identified with the service delivered.
Further analysis of these complaints shows the below reasons where fault was identified with the service delivered.
Reason for complaint where fault was identified
- cancellation of withdrawal of service – 5%
- insufficient or lack of communication – 37%
- delay in service – 15%
- failure to deliver service or take action – 7%
- inadequate service provided by third party – 15%
- staff conduct – 10%
- procedures not followed – 3%
- unhappy with decision – 8%
2024 to 2025 has identified that customers remain dissatisfied with the level of communication they are receiving from transport services. Furthermore, delays entailed, and the services provided by third parties (such as transport providers for school contracts) remain areas of concern. Therefore, service managers should continue to explore ways to improve this area.