Corporate documents Archives - Transport Focus

Corporate documents

Transport Focus Business Plan

Transport Focus has published its new Business Plan which sets out an exciting programme of work...

Website accessibility report 2022

Transport Focus is committed to the accessibility of all its outputs. In June 2022 we asked...

Diversity and inclusion strategy, vision and plan

Transport Focus represents the interests of all transport consumers. We strive to make our work as...

Annual report and accounts 2021-22

Transport Focus’s annual report and accounts 2021-22, which includes the organisation’s...

Stakeholder review 2022

Transport Focus makes a difference for current and potential future transport users. We use our...

Workplan 2022-23

Here is Transport Focus’s workplan for 2022-23. We aim to make a difference by making...

Whole Industry Strategic Plan – Transport Focus submission

In December Great British Railways Transition Team (GBRTT) issued a call for evidence on the Whole...

Enhanced Partnership guidance

Our guidance on consulting on Enhanced Partnerships sets out what the law and Government guidance...

Workplan October 2021 – March 2022

Here is Transport Focus’s work plan for the six months from October 2021 to March 2022. As the...

LNER proposed ticket office changes – Transport Focus response

LNER has proposed changes to the ticket office opening hours at 13 of its stations. Under the...

Annual report and accounts 2020-21

Transport Focus’s annual report and accounts 2020-21, which includes the organisation’s...

Invitation to Preferred Supplier List

Transport Focus is refreshing its Preferred Supplier List (PSL) and invites suitably qualified and...

Information Charter

This document provides information on Transport Focus privacy policy as well as detailing how to...

Workplan April – September 2021

Transport Focus’s workplan covers the period April until September 2021. The Covid-19 pandemic,...

Transport Focus public Board meeting – 24 November 2020

Papers for the Transport Focus public Board meeting which will take place virtually and be live...

Annual report and accounts 2019-20

Transport Focus’s annual report and accounts 2019-20, which includes the organisation’s...

Workplan 2020 – 21

Transport Focus's 2020 - 21 workplan sets out our key campaign and work objectives plus financial...

What bus passengers think: how our passenger insight is used to improve...

Each year around 50,000 passengers across England, Scotland and Wales share their experiences of...

Action plan for NRPS

The Office for Statistics Regulation published its report following an assessment of the National...

Annual Report and Accounts 2018-19

Transport Focus’s Annual Report and Accounts 2018-19, which includes the organisation’s...

Organisation chart

This chart details the staff structure of Transport Focus as of August 2021.

Workplan 2019-20: Making a difference for transport users

Transport Focus’s 2019-20 workplan 'Making a difference for transport users' sets out our key...

Register of outside interests for Board members and senior staff – April...

Customer complaint handling procedure (CCHP)

How we can help you – customer complaint handling procedure Transport Focus is the independent...

Annual report and accounts 2017-18

Transport Focus's Annual Report and Accounts was laid before Parliament on 12 July 2018.

Bus Passenger Survey methodological overview – autumn 2017 wave

In 2017, we consulted nearly 175,000 people to produce the Bus Passenger Survey. The survey is an...

Workplan Report 2017-2018

Please find here the final version of the Workplan Report 2017-2018.

Accessibility Forum – May 2018

Minutes of the Transport Focus May 2018 Accessibility Forum.

Advance notice of rail engineering works – an update

Transport Focus keeps a close eye on the rail industry’s obligations to ensure timetable changes...

Workplans 2018

We are the independent transport user watchdog. Our mission is to get the best deal for passengers...

Bus Passenger Survey

Transport Focus carries out a yearly Bus Passenger Survey (BPS) to compare and benchmark what...

Appendix 1 – Preferred Supplier List terms and conditions

Instructions for responding to the Invitation to Preferred Supplier List

The purpose of this questionnaire is to invite a number of suitably qualified and experienced...

Framework agreement between the Department for Transport and Transport...

Framework agreement between the Department for Transport and Transport Focus as of November 2017.

Accessibility Forum – October 2017

Minutes of the Transport Focus October 2017 Accessibility Forum.

Register of outside interests for Board members and senior staff –...

Register of outside interests for Board members and senior staff (October 2017).

Welsh language report 2016-17

We wrote to the Welsh language commissioner to report on how we dealt with Welsh language issues in...

Board Members Committees and Champions 2017-18

This document outlines the Board member’s committees and individual responsibilities to Transport...

The next three years 2017-20: Making a difference for transport users

Transport Focus’s 2017-20 Workplan sets out our long-term key campaign and work objectives for...

Workplan 2017-18: Making a difference for transport users

Transport Focus's 2017-18 Workplan sets out our key campaign and work objectives plus financial...

Annual report and accounts 2016-17

Transport Focus's Annual report and accounts was laid before Parliament on 18 July 2017.

Gifts and hospitality register 2016-17

Table detailing gift and hospitality declarations for 2016/17 and the gift and hospitality register...

Transport Focus Freedom of Information Act publication scheme

This publication scheme is based on the model scheme prepared and approved by the Information...

Board meeting minutes – November 2016

Here are the minutes from the public Board meeting held in Birmingham in November 2016. They have...

Audit, Risk Assurance and Remuneration Committee – Terms of reference

This document outlines the terms of reference for the Audit, Risk Assurance and Remuneration...

Workplan report 2016-2017

The final Workplan Report for the year 2016-2017 can be found here.

National Rail Passenger Survey Spring 2016 – pre-release access lists

Here you can download the spring 2016 National Rail Passenger Survey pre-release access lists....

The West Coast franchise – our consultation response

When the requirements of the next InterCity West Coast (ICWC) franchise are established, it is...

NRPS Stakeholder Consultation Forum presentation – July 2016

We held our NRPS Stakeholder Consultation Forum on Monday 11 July 2016. For further information...

Board member for Wales recruitment pack

The Welsh Government is appointing a new member to the Transport Focus Board to ensure the...

Senior Information Risk Owner’s annual review to the Accounting Officer

The annual opinion to support the governance statement in the Annual Report 2015-16.

Annual Report and Accounts 2015-16

The Annual Report and Accounts was laid before Parliament on 4 July 2016.

National Rail Passenger Survey User Guidance Report – Autumn 2015

This document provides guidance on how to use NRPS data and outlines the types of analysis...

Transport Focus Workplan 2016-17

The time has come to boost the influence of transport users over the major decisions that affect...

Operation Stack inquiry – Transport Focus’s written evidence...

The Transport Committee took evidence on the impact of Operation Stack on 14 October 2015 following...

NRPS pilot questionnaires

PR18 Reviews of Schedules 4 and 8 of track access contracts –...

Developing a new road user survey

One of Transport Focus’s key responsibilities on behalf of road users is to develop a new road...

Workplan Report 2015-16

The Workplan Report 2015-16 can be found here and is updated monthly.

Instructions for responding to the Invitation to Preferred Supplier List...

Gifts and Hospitality register 2015-16

Table detailing gift and hospitality declarations for 2015/16.

Competition in passenger rail services in Great Britain

This is Transport Focus's response to the Competition and Markets Authority consultation on...

Questions and answers on the new road user survey – October 2015

NRPS consultation – summary of disability issues

Correspondence with Virgin Trains, about the changes to use of Railcards...

Transport Focus has responded to Virgin Trains announcement that Railcard holders will no longer...

NRPS frequently asked questions July 2015

This document gives answers to various frequently asked questions about Transport Focus’s...

Passenger Focus annual report and accounts 2014-15

Passenger Focus (the operating name of the Passengers' Council, now known as Transport Focus)...

Gifts and Hospitality register 2012-13

Table detailing gift and hospitality declarations for 2012/13

National Rail Passenger Survey Spring 2015 – 24 hour pre-release...

Coach & Bus Week – Welsh Transport Plan – June 2015

This article in Coach & Bus Week reports on a recent Transport Focus conference, called...

Complaints handling procedure timeline

Transport Focus road user work programme 2015-16

Workplan 2015-16

Download Transport Focus's workplan to find out how we propose to make a difference for...

Passenger Focus submission – Commission on Devolution in Wales

Passenger Focus is the statutory watchdog for rail passengers in Great Britain; and for bus, tram...

Valley Lines July 2014 disruption update (Arriva Trains Wales)

In July 2014 passengers on the Arriva Trains Wales (ATW) Valley Lines network experienced two days...

National Rail Passenger Survey – NRPS – Autumn 2014 –...

National Rail Passenger Survey – Autumn 2014 – 24 hour...

This document lists the people given pre-release access 24 hours in advance of publication in order...

Board meeting minutes – November 2014

Board meeting minutes – February 2014

Board meeting minutes – November 2013

Board meeting minutes – September 2013

Board meeting minutes – September 2014

Board meeting minutes – May 2014

East Midlands Trains feedback exercise data

This is an Excel spreadsheet of the feedback gathered from East Midlands Trains' passengers about...

Road user director application pack – December 2014

Passenger Focus Board member application pack – December 2014

Framework agreement between the Department for Transport and Passenger...

Passenger Focus annual report and accounts 2013-14

Passenger Focus (the operating name of the Passengers' Council) annual report and and accounts...

National Rail Passenger Survey (NRP) Spring 2014 – 24 hour...

This document lists post holders given pre-release access 24 hours in advance of publication in...

National Rail Passenger Survey (NRPS) Spring 2014 – User Guidance...

National Rail Passenger Survey (NRPS) Spring 2014 – Detailed...

National Rail Passenger Survey (NRPS) Spring 2014 – Pre-release...

The passenger experience – the full research report

This is the full research report which aims to understand the experience of passengers using the...

Scottish Major Events Seminar agenda – 12 June 2014

Appendix 3 – Preferred Supplier List quantitative questionnaire

Appendix 2 – Preferred Supplier List qualitative questionnaire

Appendix 1 – Preferred Supplier List terms and conditions

Passenger Focus workplan 2014-15

Passenger Focus is the statutory, independent, watchdog for Britain’s rail passengers and, except...

Bus Passenger Survey Methodological overview – Autumn 2013...

Passenger Focus first established the Bus Passenger Survey (BPS) in April 2009 to generate a robust...

Passengers’ feedback about Intercity East Coast

As part of our contribution towards the franchise renewal for Intercity East Coast services, the...

Register of external interests for Board Members and Senior Staff

This register discloses material and political interests declared by Board Members and senior staff...

Stakeholder Survey Results 2013

Nearly three quarters of people are happy with the work that we do and almost nine in ten agree...

Southeastern franchise Direct Award – Passenger Focus submission to...

The existing Southeastern franchise has run for a considerable time, during which there have been...

Greater Anglia franchise Direct Award – Passenger Focus submission...

The Greater Anglia Direct Award follows a very short franchise, which was itself extended. By...

Northern franchise Direct Award – Passenger Focus submission to the...

The existing Northern franchise has run for a considerable time, during which there have been some...

Open Data strategy

Open data is information that is available for anyone to use, for any purpose, at no cost. All open...

July 2013 Passenger Transport: passenger satisfaction dips

An in-depth look at results of the Spring 2013 National Passenger Survey.

June 2013 Public Service Europe: waiting for better buses

Anthony Smith, chief executive of Passenger Focus, talks about bus passengers' need for better...

Passenger Focus annual report and accounts 2012-13

Passenger Focus (the operating name of the Passengers' Council) annual report and and accounts...

June 2013 Passenger Transport: giving passengers a greater say

James Dark reports on the Passenger Power! seminar hosted by Passenger Focus in June 2013, at...

Passenger Focus workplan 2013-14

The time has come for Passenger Power! - and Passenger Focus is going to make it happen. Passenger...

Draft Annual Report 2012-13

April 2013 Passenger Transport: your customers don’t trust you

A feature on trust amongst passengers, prompted by a seminar at which Anthony Smith gave the...

April 2013 Rail Professional: Trust me, I’m a TOC

Anthony Smith writes for the 'in the passenger seat' section, on building trust among rail...

April 2013 Transport Times: Chief Executive column

Anthony Smith writes about the bus passenger survey and the need for passenger power.

March 2013 Route One: Bus Passenger Survey

Route One magazine reports from a briefing event for the 2013 Bus Passenger Survey.

January 2013 Passenger Transport: Chief Executive column

Anthony Smith writes about right-time performance information.

February 2013 Rail Professional: investment in stations

March 2013 Transport Times: Chief Executive column

Anthony Smith writes about giving passengers a greater voice in franchising.

February 2013 Transport Times: Chief Executive column

Anthony Smith writes about changes to franchising and the potential benefit to passengers.

Draft Passenger Focus work plan

Passenger Focus is the independent, official consumer watchdog for Britain’s rail passengers and...

February 2013 Rail Professional: Chief Executive column

Anthony Smith writes about franchising and rail fares.

Passenger Voice – Winter 2012

In this issue: Passenger views on the Northern and TransPennine rail franchises 55,000 rail...

Passenger Focus Preferred Supplier List (PSL) – Frequently Asked...

Passenger Focus is establishing a preferred supplier list (PSL) which will provide a list of...

Single Equality Scheme and Action Plan 2012 – 2013

As part of the Equality Act, a new public sector equality duty came into force in April 2011. ...

Sharing Best Practice Workshop – Yorkshire & North East meeting...

Sharing Best Practice Workshop – Yorkshire & North East agenda

Sharing Best Practice Workshop – Wales meeting notes

Sharing Best Practice Workshop – Scotland agenda

Sharing Best Practice Workshop – Wales slides

Sharing Best Practice Workshop – Yorkshire & North East slides

Sharing Best Practice Workshop – Wales Bus Users UK slides

Sharing Best Practice Workshop – Scotland meeting notes

Sharing Best Practice Workshop – Wales agenda

Sharing Best Practice Workshop – North West meeting notes

Sharing Best Practice Workshop – Scotland meeting slides

Passenger Focus Annual Report and Accounts 2011-2012

Passenger Focus (the operating name of the Passengers' Council) Annual Report and and Accounts...

National Passenger Survey Spring 2012 – Pre-release access list –...

This document lists who was given pre-release access to the National Passenger Survey (NPS) results...

National Passenger Survey Spring 2012 – 24 hour pre-release access...

This lists who was given pre-release access 24 hours in advance of publication in order to comment...

Passenger Focus evidence to the House of Commons Transport Committee...

Passenger Focus work plan 2012-2013

Passenger Focus has a number of longer-term aspirations. This work plan represents the first step...

Work Plan 2012-2013

Passenger Focus has a number of longer-term aspirations. This work plan represents the first step...

Passenger Focus’s Guide to Passenger Panels

Passenger Focus is an independent public body set up to act as passenger watchdog: protecting the...

Sharing Best Practice Workshop – South West England Slides

Sharing Best Practice Workshop – Midlands Agenda

Sharing Best Practice Workshop – East of England Notes

Sharing Best Practice Workshop – North West England Slides

Sharing Best Practice Workshop – South West England Slides

Sharing Best Practice Workshop – North West Agenda

Sharing Best Practice Workshop – East of England Agenda

Sharing Best Practice Workshop – Midlands Notes

Sharing Best Practice Workshop – London and South East Agenda

Sharing Best Practice Workshop – South West England Notes

Sharing Best Practice Workshop – South West Agenda

Sharing Best Practice Workshop – London and South East Notes

Official statistics – NPS – Pre-release access lists –...

Official statistics – NPS – Pre-release access lists –...

Board members’ expense claims – July – September 2011

Adroddiad a Chyfrifon Blynyddol – Annual Report and Accounts 2011 in...

Annual Report and Accounts 2011

Annual Report and Accounts 2010-11 Presented to Parliament

Board members’ expense claims – May 2011

Board members’ expense claims – April 2011

Allowances and expenses

Board members’ expense claims

Passenger Focus statement of compliance with the Code of Practice for...

This statement sets out Passenger Focus’s operational arrangements for compliance with the Code...

Board members’ expense claims

Passenger Focus summary of allowances and expenses October –...

Register of outside interests for Board members and senior staff –...

Passenger Focus Annual Report and Accounts 2009-10

Passenger Focus is the independent consumer watchdog for Britain?s rail passengers and England?s...

Register of outside interests for Board members and senior staff –...

A register of outside interests for Board members and senior staff.

Official statistics – NPS – Pre-release access lists –...

The following post holders are given pre-release access in excess of 24 hours in advance...

Disability Equality Scheme – Spring 2010

Passenger Focus, in line with its policy statement will comply with our duty under the Disability...

Senior Information Risk Owner’s annual report to the Accounting...

The Senior Information Risk Owner's annual report to the Chief Executive and Accounting Officer.

Annex B Proposed New Membership Code Part B

This code applies to the Chairman and all Members (collectively referred to as ‘Board Members’)...

Proposed new membership codes for Passenger Focus

It is usual for government departments to agree, by and with the consent of Her Majesty’s...

Annex A Proposed New Membership Code Part A

This code applies to the Chairman and all Members (collectively referred to as ‘Board Members’)...

Passenger Focus Freedom of Information Act publication scheme

This publication scheme is based on the model scheme prepared and approved by the Information...

Making a difference – Business Plan 2009-10

This plan represents the first year of activity under the umbrella of Passenger Focus?s new...

Passenger Focus Annual Report and Accounts 2008-9 – Welsh...

Fel y corff gwarchod teithwyr annibynnol, mae Ffocws ar Deithwyr wedi ymdrechu i fod...

Passenger Focus Annual Report and Accounts 2008-9

As the independent passenger watchdog Passenger Focus has strived to be influential in the last 12...

Definitional notes – Statement of compliance with the Pre-Release...

(a) Pre-release access. In the context described, the phrase 'pre-release access' covers privileged...

Welsh Language Scheme – English translation

Under the Welsh Language Act 1993 every public body providing services to the public in Wales has...

Welsh Language Scheme – Welsh translation – Cynllun Iaith...

Dan Ddeddf yr Iaith Gymraeg 1993, mae?n rhaid i bob corff cyhoeddus sy?n darparu gwasanaethau i?r...

Passenger Focus corporate plan 2009-2012

This plan sets out the main direction of travel for Passenger Focus, the independent passenger...

Passenger Focus Annual Report and Accounts 2007-8

Passenger Focus is the independent national rail consumer watchdog. It is an executive...

Annual Report 2006-7 – Welsh translation – Adroddiad a...

Annual Report 2006-7 - Welsh translation - Adroddiad a Chyfrifon Blynyddol Ffocws ar Deithwyr...

Improving the passenger experience – Passenger Focus wins for...

In addition to influencing the transport policies? of governments we also seek to bring about...

Passenger Focus Annual Report and Accounts 2006-7

Passenger Focus is the independent national rail consumer watchdog. It is an executive...

Adroddiad a Chyfrifon Blynyddol Ffocws ar Deithwyr 2005-2006

Passenger Focus annual report - Welsh translation.

National Passenger Survey opportunity to tender – descriptive...

A document containing information about tendering procedures.

Cynllun Corfforaethol – Corporate plan 2006-2009 – Welsh...

Corporate plan Welsh translation.

Passenger Focus Annual Report and Accounts 2005-06

This is Passenger Focus's first annual report setting out eight months' activity since its...

Passenger Focus corporate plan 2006-2009

Passenger Focus?s mission is to get the best deal for Britain?s rail passengers. To do this, we...

Privacy Overview

This website uses cookies to improve your experience while you navigate through the website. Out of these cookies, the cookies that are categorized as necessary are stored on your browser as they are essential for the working of basic functionalities of the website. We also use third-party cookies that help us analyze and understand how you use this website. These cookies will be stored in your browser only with your consent. You also have the option to opt-out of these cookies. But opting out of some of these cookies may have an effect on your browsing experience.

Necessary

Necessary

Always Enabled

Necessary cookies are absolutely essential for the website to function properly. These cookies ensure basic functionalities and security features of the website, anonymously.

Cookie	Duration	Description
__RequestVerificationToken	session	This is an anti-forgery cookie used for preventing cross site request forgery attacks.
cookielawinfo-checkbox-advertisement	1 year	Set by the GDPR Cookie Consent plugin, this cookie is used to record the user consent for the cookies in the "Advertisement" category .
cookielawinfo-checkbox-analytics	11 months	This cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Analytics".
cookielawinfo-checkbox-functional	11 months	The cookie is set by GDPR cookie consent to record the user consent for the cookies in the category "Functional".
cookielawinfo-checkbox-necessary	11 months	This cookie is set by GDPR Cookie Consent plugin. The cookies is used to store the user consent for the cookies in the category "Necessary".
cookielawinfo-checkbox-others	11 months	This cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Other.
cookielawinfo-checkbox-performance	11 months	This cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Performance".
csrftoken	1 year	Used to help protect the website against Cross-Site Request Forgery attacks
JSESSIONID	past	General purpose platform session cookies that are used to maintain users' state across page requests.
MS0	30 minutes	This cookie is set by Microsoft to identify a particular session.
MSFPC	1 year	This cookie is set by Microsoft to recognize unique web browsers that visit Microsoft sites. It is used for advertising, site analytics, and other operational purposes.
viewed_cookie_policy	11 months	The cookie is set by the GDPR Cookie Consent plugin and is used to store whether or not user has consented to the use of cookies. It does not store any personal data.

Functional

Performance

Analytics

Analytical cookies are used to understand how visitors interact with the website. These cookies help provide information on metrics the number of visitors, bounce rate, traffic source, etc.

Cookie	Duration	Description
_ga	2 years	The _ga cookie, installed by Google Analytics, calculates visitor, session and campaign data and also keeps track of site usage for the site's analytics report. The cookie stores information anonymously and assigns a randomly generated number to recognize unique visitors.
_gat_gtag_UA_2339728_1	1 minute	This cookie is set by Google and is used to distinguish users.
_gid	1 day	Installed by Google Analytics, _gid cookie stores information on how visitors use a website, while also creating an analytics report of the website's performance. Some of the data that are collected include the number of visitors, their source, and the pages they visit anonymously.
_session_id	3 days	The cookie is used for storing information about the user session with a unique session ID. It stores the information like referrer, landing page etc.
CONSENT	16 years 3 months 24 days 10 hours	These cookies are set via embedded youtube-videos. They register anonymous statistical data on for example how many times the video is displayed and what settings are used for playback.No sensitive data is collected unless you log in to your google account, in that case your choices are linked with your account, for example if you click “like” on a video.
Google Analytics
vuid	2 years	Vimeo installs this cookie to collect tracking information by setting a unique ID to embed videos to the website.

Others

Other uncategorized cookies are those that are being analyzed and have not been classified into a category as yet.

Cookie	Duration	Description
__putma	20 years	No description available.
_ptref	1 day	No description available.
_vizia_session	session	No description
CX_401921203	1 year	No description
CX_401922116	1 year	No description
DcLcid	3 months	No description available.
ep201	30 minutes	This cookie is set by the provider Surveymonkey. This cookie is used for statistical analysis and website optmization. It gathers information on user's interaction with the SurveyMonkey- Widget on thewebsite.
ep203	3 months	No description available.
FormsWebSessionId	1 month	No description
glassbox-session-id	30 minutes	No description available.
MC1	1 year	No description available.
SM	session	No description available.
smcx_0_last_shown_at	session	No description available.
SRM_B	1 year 24 days	No description available.
undefined	never	No description available.
usenewauthrollout	1 month	No description