Performance summary

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  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%

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  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%

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  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

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  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%

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  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