Toggle menu

Community transport service customer charter

Our aim is to provide a high-quality passenger-focused service, which promotes and encourages inclusion, independence, opportunity and achievement and tackles disadvantage.

Our standards

We ensure that all:

  • transport provided complies with current health and safety legislation
  • vehicle documentation is regularly checked
  • unaccompanied drivers and passenger assistants hold an acceptable Disclosure and Barring Service (DBS) Clearance
  • passengers and their relatives and carers are treated with dignity and respect
  • service performance is monitored
  • information provided will be managed in accordance with the Data Protection Act
  • journey times do not exceed one hour

Our objectives

We aim to:

  • provide an individual risk assessment for all new passengers and ensure they are updated
  • commence transport within 10 working days of referral
  • consider individual passenger needs and consult passengers/relatives/carers as appropriate
  • provide detailed route/contact information in writing for all passengers
  • inform all passengers/relatives/carers as appropriate of any significant change or delay to the service
  • provide a punctual service - except in exceptional circumstances - within 10 minutes of the designated time
  • regularly monitor service provision
  • investigate and provide a written response to all complaints within 10 calendar days

Passenger satisfaction

You can make a complaint by contacting us.

Call the Community Transport Team on 01642 527117.