Reponse from First York to Residents Survey Complaints

by westfield on 31 August, 2018

Number 1 Bus

First  York respond to resident complaints on reliability and lack of response from information phone line, and shortage of  drivers.

Westfield Ward Councillors have been busy over the summer meeting residents through the annual survey. Issues have been followed up, and for the Chapelfields Estate the number 1 bus service did trigger a number of comments;

To summarise the comments were for the number 1 service;

1. Service has buses missed out, particularly between 8am and 9am which is difficult for people trying to get to work on time
2. no reply to the enquiry line
3. some services have unexpectedly terminated at Ridgeway
4. one comment mentioned “seems to be more bus breakdowns than in the past”

At the time the request for information from  First York the results from residents on satisfaction with the “bus service” were;

Good 56%, Satisfactory 37%, Poor 7%

The response from First York has come through from the Managing Director and is as follows;

“Thank you for contacting me with regards to the issues raised by residents of Chapelfields estate.

Whilst 93% find service 1 satisfactory or good, I note there are a number of concerns with both the service and our customer enquiry line.

Looking at our own data performance since April, I can see that performance (particularly between 0800 & 0900) has improved to an average of over 95% reliability in August. However, over this period the journeys at 0835 & 0847 have been inconsistent and I’ve asked the team to monitor these particular trips as well as ensuring journeys operate their full route so we can maintain the recent improvement. I can also confirm that we are now fully staffed following a period of difficulty in recruitment so this will also ensure we have greater flexibility going forward.

I’m sorry to read the concerns about the enquiry line. We have recently restructured the team into one UK customer service centre which is now also taking calls on Sunday. The team is now better resourced with much improved call response times so I expect customers now receive a much improved experience. Customers can of course also complete our web form 24/7 via our website at

I trust this helps with your response to residents and if I can be of any further assistance please do let me know.

Marc Bichtemann
First Bus York
Managing Director”


The Ward Councillors for Westfield will be following up with residents and keeping them in touch via FOCUS.

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