Hanna Hutchison Leask, Programme Manager at Bus Users UK, shares new insights from a guided tour of one of Scotland’s largest transport hubs
We recently had the privilege of going behind the scenes at Lothian Buses’ Annandale Street Depot in Edinburgh. Representing Bus Users UK were our Programme Manager for Scotland and the local Bus Compliance Officer, giving us the opportunity to gain a deeper understanding of how one of the UK’s leading bus operators manages daily operations, ensures safety and delivers high-quality customer service across its network.
Welcome
Our visit began with a warm welcome from Lothian Buses’ Communications Director, Gaynor, who set the tone for the morning. From the very start, it was clear that openness and engagement with passenger representatives are central to Lothian’s approach. Gaynor shared the company’s history and outlined its vital role in supporting the economic and social life of Edinburgh and the surrounding areas. For Bus Users UK, understanding this wider context is crucial, as it highlights how operational decisions are shaped not just by timetables and routes, but also by long-term investment, innovation, and community responsibility.
A detailed presentation followed, offering insights into how Lothian Buses manages its services day to day. We learned about fleet management, service reliability, and how real-time information allows the team to respond swiftly to changing conditions on the road. As passenger advocates, it was reassuring to see the careful planning and monitoring that happens behind the scenes to keep services running smoothly – even during adverse weather or major city events.
Active monitoring
One of the most eye-opening parts of the visit was the focus on CCTV and control room operations. The team explained how CCTV serves as the “eyes and ears” of the network, both on board buses and at key points across the road network. Modern buses are equipped with extensive camera systems that support a wide range of functions: enhancing passenger and driver safety, helping to resolve incidents fairly, and providing vital evidence when issues arise.
The role of CCTV in supporting customer service was a recurring theme. Control room staff demonstrated how live feeds and recorded footage are used to monitor service performance, identify issues such as delays or obstructions, and coordinate responses with drivers and, when necessary, emergency services. From a passenger perspective, this level of active monitoring is incredibly reassuring, helping to build confidence that concerns will be taken seriously and addressed promptly.
Meeting the control room team in person also humanised what can often feel like a distant function. Their work requires constant focus, quick decision-making, and clear communication, all aimed at keeping passengers moving safely and efficiently. It was clear that teamwork and experience are essential to managing the complexities of a busy urban bus network.
Accessibility
The visit also highlighted Lothian Buses’ Supported Journeys Programme, led by their Accessibility and Inclusion Officer. This initiative provides one-to-one support for people who may feel uncertain about travelling independently, helping them with journey planning, ticketing, and confidence-building on the bus. For Bus Users UK, it is a powerful example of how targeted support can remove barriers and make bus travel more inclusive.
Throughout the visit, we gained a sense of the scale and the logistics involved in running Lothian Buses. From vehicle movements to staff coordination, the depot is a hive of activity that passengers rely on every day, often without seeing.
Our time at Annandale Street Depot was both informative and inspiring. It reinforced the value of constructive engagement between operators and passenger representatives and provided insights that strengthen our ability to represent bus users and to continue to contribute meaningfully to discussions about the future of public transport.