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Public Transport for Customers with Disabilities

East Yorkshire Group Ltd Policy Statement


East Yorkshire provides a network of local bus and coach services in Hull, the East Riding of Yorkshire, and the southern part of North Yorkshire.

The company recognises the need in providing easily accessible transport for all, whilst acknowledging that for people with certain types of physical disability special arrangements will sometimes be required that cannot be provided by any commercial bus operator.

Since privatisation in 1987 it has been the company's policy to maximise its investment in new buses in order to replace the oldest and, therefore, the least accessible buses in its fleet at the fastest rate possible.

All the company’s buses are built to low-floor easy-access standards and with full wheelchair-accessibility.

Partnerships with local authorities have resulted in many bus stops on these areas and routes being modified with raised pavements to maximise the benefits offered by the low-floor buses.

East Yorkshire also recognises that until all bus stations/terminuses are fully-accessible and all bus stops throughout its area have been modified to include extended/raised pavements (bus boarders) with appropriate and properly enforced parking and loading restrictions, the full potential benefits of fully-accessible vehicles will not be realised, reducing the benefits of the company's significant investment.

Many bus stops in Hull and the East Riding now have raised pavements built by the local councils, but until action by local authorities and enforcement agencies guarantees proper access to all bus stops along a route, many of the advantages of wheelchair-accessible buses are lost. Passengers in wheelchairs boarding and alighting from buses other than at the immediate kerbside present additional access problems because of height differentials and cause traffic problems as buses may need to remain in the main carriageway, potentially blocking other traffic for longer than necessary. Unless correct 'docking' with the raised pavement is possible, wheelchair passengers may take longer to board and alight, largely because of the time taken to operate the necessary entrance ramps where close 'docking' with the pavement is not possible. As well as the infrastructure work, proper enforcement to keep bus stops clear of parked vehicles is vital.

The company will continue to press local authorities for many more properly constructed, protected and policed bus stops so that access for existing customers can be improved and access for customers in wheelchairs made possible on more routes. The company will actively promote the introduction of Quality Partnerships with all local authorities in whose area it operates in order to gain commitment to these objectives and enable quicker and more co-ordinated progress.

Type of Wheelchair permissible

Manual and powered wheelchairs are able to use all our services. These need to be within the dimensions as specified within the Disability Discrimination Act – further details available upon request. However, the size specified is larger than a standard size wheelchair so most customers should not experience any issues.

Please note mobility scooters are currently not permitted on our services due to the manoeuvrability into the wheelchair space.

On the Buses

We welcome wheelchair users to make use of our low floor buses and spaces on our bus services. We do appreciate that prams/buggies will utilise this space, however should a wheelchair user wish to board the bus we do ask the other customer to collapse the pram/buggy to allow access. If they refuse to move, our drivers do not have any power of enforcement, therefore we cannot force them to action our request.

When travelling on our buses we do ask that you position your wheelchair in the space provided with your back against the “head rest” hence facing the rear of the bus. Please ensure that the breaks are on as our drivers would unable to depart until you ae safely in position.

Travel Offices

The company also recognises the need for full accessibility to travel offices and bus information displays. Although it is not generally used for the supply of travel information to personal callers, the company's head office at Anlaby Road presents particular difficulties. The offices are designated as listed buildings and substantial alterations are therefore impossible. This situation has however been accepted by the Disability Rights Coalition in Hull.

Local travel offices in Hull and at smaller towns and villages are generally accessible.

Hull Interchange, opened in September 2007, has full modern accessibility standards throughout and East Yorkshire has worked closely with the City Council and the architect to achieve the most practical and user-friendly design for bus users.

Hearing loops are now available at all the groups' public offices, and large print versions of the bus timetables are readily available on request. BusLine can provide advice and bus times via phone to those who have trouble reading printed timetables, and the East Yorkshire Buses app is compatible with VoiceOver.

Staff Training, Customer Care and Disability Equality (Awareness) Training

During their induction training all staff, and particularly drivers and other staff who deal with customers directly, are made aware of the needs of customers with disabilities, either in mobility, sensory, or cognitive cases. Induction training and subsequent in-service customer care and disability awareness training programmes are all designed to highlight the need to quickly identify such customers, make due allowance for them in the most discreet way were possible, and render such assistance as may be necessary in individual cases. Whenever necessary, direct assistance in disability awareness training is sought from Disablement Action Groups or their equivalent. The 'Customer Care and Disability Equality (Awareness)' day course is regularly given to all drivers and other key staff and forms part of the training required to continue drivers' vocational licence requirements.

Bespoke training and courses on specific conditions have also been offered to drivers - for example helping and supporting dementia sufferers, and understanding how it feels to travel with a visual impairment. This training has been developed in partnership with local disability groups.

Group Travel

East Yorkshire Coaches has coaches and buses that are wheelchair accessible, which are available for private hire and group travel.

Express Coach Routes from Hull

All National Express journeys operated by East Yorkshire are now worked by coaches with wheelchair lifts, thanks to the investment which runs into millions of pounds by East Yorkshire which provides these coaches on contract to National Express.


  1. The company achieved the target for all local service buses to be fully accessible earlier than the Government's deadline of January 2017.
  2. Induction and in-service training for all staff, especially drivers and other key staff, will continue to highlight the requirements of passengers with physical, sensory or mental impairments, and this training will be monitored and improved where appropriate.
  3. The company will continue to press local authorities to introduce physical measures which will assist the operation of buses generally, and improve accessibility for all passengers but especially those in wheelchairs or with other physical disabilities.
  4. The company will also continue to press for the enforcement agencies to take active steps to ensure that bus stop parking and waiting restrictions are vigorously applied, to ensure better access for both buses and passengers.
  5. This Policy will be regularly reviewed and updated.