We work on behalf of the Traffic Commissioners, governments and operators to support passengers and improve services across Scotland and Wales.
Our evidence-based insights highlight strengths, identify risks and help prevent issues from escalating to regulatory action.
Ensures services are compliant
Strengthens passenger trust
Demonstrates a commitment to high standards
Protects and improves services
Independent monitoring >
We assess services as passengers experience them, focusing on the areas that matter most to customer confidence and regulatory compliance, including:
Timetable accuracy at stops and across online channels and apps
The availability and accuracy of real-time information
Vehicle condition and presentation
Route destination and service number accuracy
Frontline staff customer service standards
Driving standards
Adherence to the Public Service Vehicle Accessibility Regulations (PSVAR)
We combine these assessments with robust punctuality checks gathered through on-bus and static monitoring, to show how services actually operate on any given day.
Issue-led monitoring >
Our compliance teams can decide to investigate specific issues, sometimes in response to complaints from passengers. By replicating real journeys and travel patterns, they can identify what is causing an issue, and what actions might be needed to remedy it.
Where concerns are identified:
We assess performance across different times of day and days of the week
We review the full route, not just individual journeys
This ensures issues are understood in the widest context rather than in isolation.
Wider network challenges >
Two of the biggest external pressures on bus performance are roadworks and congestion.
Where roadworks affect services, our teams:
Accurately record the impacts of delays
Share evidence with relevant roads and public transport teams within local authorities
This information is also shared with Transport Ministers and government departments, helping to highlight the real impact of disruptions on bus services and passengers.
Congestion is more complex, but where delays are localised such as illegal parking or major events, we can record and evidence their effect on individual services.
We also highlight how enforced bus priority measures can reduce delays in urban areas.
Reporting and outcomes >
Following each monitoring exercise, we produce a clear, structured report which is shared with the relevant bus operator and, where applicable, the local or regional transport authority.
This reflects the reality of the bus network and its impact on passengers.
All reports and operator responses are then shared with:
The Office of the Traffic Commissioner
Relevant government departments
Traffic Commissioners expect services to achieve 95% punctuality. Where services fall below this threshold due to factors within an operator’s control, enforcement action may follow.
Sanctions can include:
Formal warnings
Licence conditions
Financial penalties
Licence suspension or revocation
Disqualification of individuals from holding licences
Our compliance work helps operators identify and address issues early, so they can take timely remedial action
Partnerships >
Through our compliance monitoring we work closely with a range of stakeholders, including:
The Driver and Vehicle Standards Agency (DVSA) on vehicle maintenance standards
Local authorities and regional transport partnerships
Operators and industry bodies
As bus franchising gathers momentum, we will develop new partnerships across Scotland and Wales to drive excellence in service delivery.
Scope and exclusions >
Services that fall outside our remit include:
Closed school contract services
Demand-responsive transport without fixed routes or timing points
Private hire coach services
Rail replacement services
Volunteer-led community transport services
