Performance summary
| 2019 | 2018 | 2017 | |
| Better teams | |||
| Investors in People (status) | Yes | Yes | Yes |
| RIDDOR accidents per 100 employees+ | 0.44 | 0.42 | 0.51 |
| Employees | 28,240 | 27,633 | 29,095 |
| Employees in a union | 41% | 43% | 42% |
| Number of physical assaults on staff per passenger journeys+ (per million ppj) | 0.5 | 0.5 | 0.4 |
| Staff training days per employee | 4.00 | 4.45 | 4.26 |
| Training spend per employee | £680 | £783 | £755 |
| Bus accidents per million miles | 37.4 | 36.1 | 38.1 |
| Fleet with CCTV+ | 96.4% | 96.8% | 91.8% |
| Total VOSA PSV vehicle test pass rate+ | 80.1% | 97.0% | 96.4% |
| SPADS per million miles | 0.76 | 0.63 | 0.85 |
| % of stations managed with secure station status* | 29% | 24% | 38% |
| Number of reported crimes+ | 12,540 | 11,764 | 11,392 |
| % of female employees | 14.4% | 14.4% | 14.4% |
| % of women in senior management roles | 16.0% | 17.0% | 18.0% |
| % of female Board members | 50.0% | 29.0% | 17.0% |
| % of black, Asian and minority ethnic (BAME) employees | 23.3% | 24.5% | 23.2% |
| 2019 | 2018 | 2017 | |
| Happier customers | |||
| Customer satisfaction (latest Passenger Focus score) | 90% | 86% | 87% |
| Passenger volume growth (% increase/decrease) | 1.1% | -2.7% | 2.8% |
| Passenger journeys (to nearest 1m) | 1,241 | 1,227 | 1,334 |
| Rail punctuality PPM (%)+ | 85.5% | 80.6% | 81.9% |
| Regional bus punctuality (% increase/decrease) | -5.5% | 0.7% | -1.1% |
| London excess bus waiting time (mins)+ | 0.86 | 0.91 | 1.04 |
| London excess bus waiting time (% increase/decrease) | -5.5% | -14.3% | -14.8% |
| Expenditure on new buses in financial year (£'000)+ | 29,963 | 82,791 | 86,997 |
| Number of buses* | 5,797 | 5,083 | 5,178 |
| % of fleet with Euro 4* | 14.3% | 30% | 18.9% |
| % of fleet with Euro 5* | 37.6% | 38% | 40.7% |
| % of fleet with Euro 6* | 31.3% | 29% | 7.8% |
| % of fleet with Hybrid* | 18.8% | 19% | 16.3% |
| % of fleet with Electric* | 1.5% | 1.6% | 1.1% |
| % of fleet with Gas* | 0.2% | 0.3% | 0.3% |
| Average age of bus fleet* | 7.4 | 6.5 | 7.2 |
| Number of train units* | 957 | 952 | 1,088 |
| Bus fleet which is DDA compliant (%)* | 70.9% | 86.0% | 87.6% |
| Trains certified accessible (RVAR) (%)* | 56.8% | 54.6% | 51.2% |
| 2019 | 2018 | 2017 | |
| Stronger Communities | |||
| Total contributions (£) | £966,239 | £660,544 | £1,173,894 |
| Cash contributions (£) | £296,782 | £195,674 | £449,430 |
| Gifts in kind (£) | £383,421 | £156,191 | £294,155 |
| Value of employee time (£) | £174,554 | £126,911 | £106,595 |
| Management time (£) | £111,482 | £78,036 | £181,985 |
| Leverage – total spend on payroll giving (£) | £101,362 | £103,733 | £141,729 |
| Community spend per employee | £34.22 | £24.61 | £40.35 |
| Individuals/beneficiaries directly reached (number) | 321,792 | 123,133 | 182,852 |
| Partner organisations/beneficiaries directly reached (number) | 22,318 | 3,175 | 2,606 |
| Stakeholder events (number) | 1,371 | 322 | 1,769 |
| Employee involvement (number) | 531 | 1,345 | 800 |
| 2019 | 2018 | 2017 | |
| Cleaner environment | |||
| Carbon emissions per vehicle mile (kg) | 1.15 | 1.22 | 1.47 |
| Carbon emissions per passenger journey (kg) | 0.64 | 0.70 | 0.75 |
| Scope 1 GHG emissions (tonnes) | 395,474 | 406,564 | 426,150 |
| Scope 2 GHG emissions (tonnes) | 371,449 | 422,818 | 520,393 |
| Scope 3 GHG emissions (tonnes) | 31,508 | 36,027 | 48,655 |
| Water per passenger journey (l) | 0.74 | 0.77 | 0.71 |
| Waste recycled/recovered | 95.6% | 97.2% | 80.0% |
| 2019 | 2018 | 2017 | |
| Finance | |||
| Like for like revenue growth – regional bus | 4.0 | 0.4 | 1.0 |
| Like for like revenue growth – London bus | 0.4 | 3.1 | 1.5 |
| Like for like revenue growth – rail | 7.3 | 6.2 | -0.5 |
| Adjusted net debt/EBITDA (x) | 1.09 | 1.3 | 1.3 |
| Operating profit | 121.1 | 135.9 | 150.6 |
| Cashflow/EBITDA (x) | 1.09 | 0.73 | 0.67 |
| Dividend cover | 60% | 56% | 49% |
| Revenue (£m) | 3.807.1 | 3,461.5 | 3,481.1 |
| Payments to suppliers (£m) | 2,363.7 | 1,927.6 | 1,887.4 |
| Staff costs (£m) | 1,161.5 | 1,119.3 | 1,130.4 |
| National Insurance costs (£m) | 111.2 | 105.1 | 107.2 |
| Net rail contributions to DfT (£m) | 32.5 | 50.9 | 77.6 |
| Dividends paid to shareholders (£m) | 43.8 | 43.8 | 41.8 |
| Capital expenditure (£m) | 72.6 | 126.7 | 141.9 |
| Corporation tax payments to government (£m) | 32.5 | 28.7 | 34.1 |
| Finance costs (£m) | 6.8 | 14.2 | 13.4 |
| Retained in equity (£m) | 15.0 | 45.2 | 47.3 |
5000
the number of buses we operate
952
the number of trains we operate