RNIB has awarded trent barton exemplar status in the following areas, recognising that these approaches could be emulated across the industry by other providers in order to improve access to transport for blind and partially sighted people:
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Putting the customer at the heart of everything they do
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Recruiting great drivers and providing them with first class Visual Awareness training.
About trent barton
The independent bus operator trent barton have over 100 years of experience delivering local bus services in the East Midlands. Their bus services are delivered in Derbyshire, Leicestershire and Nottinghamshire, with a fleet of 270 buses.
Great training, great drivers
The ethos of trent barton is that drivers should treat customers as they would like their own Mum to be treated, encouraging them to go the extra mile and strive to be as helpful as possible.
At trent barton drivers also undergo Visual Awareness training. This is a dedicated training module within their wider Disability Awareness training package, and has been developed in conjunction with a local sight loss organisation. The training includes information about sight loss and how this may affect a customer's requirements, as well as interactive sessions to practice guiding.
There are also guidelines that drivers are asked to follow when interacting with blind or partially sighted customers. These guidelines include:
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telling the customer what service they are when they pull up
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saying hello to customers and introducing themselves
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providing assistance in finding a seat
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telling passengers where the nearest bell press is located
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alerting them to obstacles that may be present when they exit the vehicle.
Making journeys easier
At trent barton, drivers do not sit behind a screen so that it is easier for customers, including blind and partially sighted customers, to communicate to the driver. This initiative also means that drivers are more easily able to assist blind and partially sighted passengers on board.
In addition, trent barton are making journeys easier by offering familiarisation sessions when they are requested by those with disabilities, including blind and partially sighted people, who might be new to bus travel and want to try it out beforehand.
Gathering customer feedback
trent barton employs a third party to conduct mystery shopping exercises. These look at many things, but importantly include an assessment as to whether or not the driver waits for all passengers to be seated before pulling away, which is a behaviour that RNIB would like all drivers to observe. There is also a specific section to note whether or not the driver offers assistance to a customer, and any other observations.
There is a no quibble money back guarantee at trent barton if passengers are not happy with the service that they receive. This is available on board and refunds are made on the spot by the driver.
To make it easier for blind and partially sighted customers to make a complaint, trent barton allow customers to do so in writing, on the phone, by email, using social media or in person.
Are your services exemplary too?
We want to celebrate more best practice and we are keen to hear from transport providers who believe they have a service which is already going that extra mile for blind and partially sighted people. Get in touch with us to share your best practice.
Tel: 01733 37 53 45
Email: transport@rnib.org.uk