Report of the Strategic Director (Growth and Development)

This report provides an update on the current/recent performance and future plans for public transport in Manchester.

The Committee received a report of the Strategic Director (Growth and Development) which provided an update on the current/recent performance and future plans for public transport in Manchester.

Key points and themes within the report included:

• The Bee Network, a fully integrated transport network for Greater Manchester;
• Bus performance;
• Bus franchising;
• Metrolink performance; and
• Rail performance and future plans.

Key points and queries that arose from the committee’s discussions in relation to buses included:

• How could Councillors be involved in shaping bus routes when bus franchising was introduced;
• The replacement and retrofitting of buses to make them compliant with clean air standards while the Greater Manchester’s Clean Air Plan was under review by the Government;
• Improving bus stops, including whether real-time information could be displayed;
• To request that the content of future reports be more explicitly related to Manchester and its wards and areas of the city and the connection to the priorities of Making Manchester Fairer;
• The Bee Network Customer Centre and app and accessing information in community languages;
• Welcoming the increase in bus passengers; and
• The safety of bus passengers and drivers.

The Ward Councillor for Chorlton Park advised that the bus network should be extended, noting that some residents were excluded from bus services due to the distance from their home to the nearest bus stop.  She also highlighted the impact on residents of Little Gem bus company ceasing operation. 

Nick Roberts from TfGM explained how Little Gem had informed TfGM that they would be ceasing operation from the following day and how TfGM had worked to communicate this to bus users and to try to find a suitable alternative bus company to provide the contracted services.  He advised that it was hoped that a suitable alternative bus operator would be in place soon.  He stated that this case demonstrated the instability of the current market and that the new model of a franchised service should lead to improvements, with greater stability and control.  He reported that the first stage of the franchised network was intended to maintain stability in the short term, with a similar network to that at present, while information was being gathered.  Once this information was gathered and analysed, it was likely that there would be a review of the network, taking into account both commerciality and social need, and that this would include an element of consultation.  He informed Members that good progress had been made in retrofitting buses and that he was not aware of any pause on this work due to review of the Clean Air Plan, although he would check on this.  He reported that real-time information was available at some locations, in particular bus stations, and that consideration could be given to introducing this at popular bus stops but that many people had smartphones which they could use to access this information.  In response to further comments on the importance of real-time information, he stated that the Bee Network app would be key in providing information.  The Executive Member for Environment and Transport reported that the Bee Network Delivery Committee was discussing these issues and that, as a Member of that Committee, she was highlighting the importance of the Bee Network app being accessible and that not all public transport users had smartphones.  She encouraged Members to use the online briefings to ensure that their voices were heard and stated that she would also feed back Members’ views to the Bee Network Delivery Committee.  She stated that she would take forward the Member’s point about community languages with the relevant officer.

Danny Vaughan from TfGM reported that TfGM already ran a customer service centre and explained how this would be enhanced to be able to respond to any issues customers had across the transport network.  He outlined some of the plans for the Bee Network app, including journey planning and real-time information, improved information on disruptions, purchasing bus and tram and multi-modal tickets and a mechanism for passengers to feedback on their journey experience.  He reported that further information on accessibility, including community languages, could be included in a future report.  In response to a Member’s question, he reported that information had previously been produced about the level of carbon reduction which had resulted from investment in the Metrolink, represented as the number of car journeys taken off the road, and that it should be possible to translate future investment into figures in a way which was relatable for the public.

Nick Roberts from TfGM reported that bus passenger numbers had recovered since the pandemic but had not returned to pre-COVID levels.  He outlined how travel patterns had changed and highlighted the impact of home working.  He reported that it was hoped that bus franchising, including branding, marketing, fare initiatives and improved information, as well as identifying new markets and planning services to meet those demands, would increase passenger numbers.  In response to a Member’s question, he advised that school bus services would be franchised.  He agreed that it was important for bus drivers to understand the needs of children and respect young people and stated that he would check on the training for bus drivers in relation to this.  He highlighted the work of the TravelSafe Team, tackling Anti-Social Behaviour and working with the police. 

In response to a Member’s questions about work to improve bus performance, the accessibility of buses, including verbal announcements, the low level of demand for the East Manchester Local Link service and work to reduce congestion and delays due to roadworks, Nick Roberts proposed to provide a written response to the Member after the meeting.  The Member agreed to this but stated that a response to the question on accessibility should be provided publicly.  The Executive Member for Environment and Transportreported that the minimum standards for the new, yellow buses would include visual and audio announcements and she supported the Member’s comment that consideration of accessibility issues was broader than access for wheelchair users.  She advised that further information on this would be provided.

The Interim Head of Infrastructure and Environment drew Members’ attention to the £1.2 billion worth of transport investment for local roads, bus, train and tram services referred to in the report and advised that this investment would help to improve the reliability of bus services.

Danny Vaughan provided an update on Metrolink since the Metrolink Service Performance Report, included at appendix 2 in report, had been produced in March 2023.  He reported that patronage of the Metrolink network was increasing and was now at about 90% of pre-COVID levels.   He reported that revenue was not at pre-COVID levels but costs had increased significantly, in particular energy bills, and that, while subsidies had not been required prior to the pandemic, dialogue was ongoing with the Government about subsidy levels.  He reported that the results of a customer satisfaction survey had been broadly positive but the main areas of concern raised had been anti-social behaviour and capacity.  He outlined work to tackle anti-social behaviour on Metrolink, including increasing frontline staff.  He stated that performance had improved, while highlighting recent issues and forthcoming track renewal work which would affect services.  He highlighted plans for service improvements, as driver vacancies were being filled. He also reported on possibilities to expand the Metrolink network and develop tram-train rapid transit. 

Key points and queries that arose from the committee’s discussions in relation to Metrolink included:

• Would the Ashton line return to a 6-minute service;
• Passengers being charged the “incomplete journey fare” if they forgot to tap out at the end of their journey;
• Would early morning services be reintroduced to Manchester Airport, for workers and travellers;
• Anti-social behaviour on trams, including vaping, including whether TravelSafe officers should travel in smaller groups on more trams;
• Making information clearer for visitors to Manchester; and
• The lift at Castlefield/Deansgate Metrolink not working.

In response to a Member’s question, Danny Vaughan confirmed that open data would continue to be available after the move to the Bee Network app.  He reported that marketing campaigns had been used to remind people to tap out at the end of their journey, although he highlighted that, depending on the zones travelled through, forgetting to tap out would not necessarily result in a higher charge.  He reported that Metrolink would be looking into taking into account the overall daily cap when making this charge and autocompleting for passengers who made regular journeys.  He advised that there were currently no plans to reintroduce early morning services to Manchester Airport but that it had not been ruled out, whilst noting that it had not been particularly well used, that most of the people using it travelled between 5.30 and 6 am and that there were bus options for most areas.  He confirmed that a 6-minute service would be restored on the Ashton line as far as the Etihad Stadium.  He reported that TravelSafe officers and Customer Service Officers currently tended to travel in groups, targeting hotspots.  He advised that recruitment was currently taking place and that 40 to 50 additional customer service staff should be working on the network by September so passengers should see greater staff visibility.  He agreed with a comment from the Chair about improving information for visitors, stating that customer information should be reviewed and not assume a level of understanding about Manchester and the Metrolink.

In response to a Member’s comments, the Chair proposed that the Committee receive a report on Heavy Rail later in the year. 

The Leader reported that colleagues at TfGM had done a great job in making the case in relation to HS2.  She expressed disappointment that the plans for Platforms 15 and 16 at Piccadilly Station had been withdrawn and stated that the Council would continue to lobby, particularly through Transport for the North and the Joint Greater Manchester Rail Taskforce, for plans to address the capacity issues.

Decisions:

1.            To request an annual update on public transport from TfGM, including Manchester-specific information, information on the geographical spread of services across the city, links to the Making Manchester Fairer priorities and information on the capital investment programme.

2.            To request a report on rail, to include HS2, Northern Powerhouse Rail (NPR) and the Northern Hub (Platforms 15/16).