Arriva Tees Valley worst in country

Arriva in Tees Valley received the lowest overall customer satisfaction in the country in the Transport Focus’ 2025 bus user survey.

Seventy-two English transport areas with various operators were listed from highest satisfaction levels to lowest, with a top score of 94 per cent – while Arriva in Tees Valley scored 75 per cent.

The survey, listing results from last year, breaks England down into 43 geographical areas – with the Tees Valley scoring the second lowest overall satisfaction out of all patches.

Tees Valley had a 79 per cent satisfaction rating, compared to the English average of 85 per cent.

Redcar and Cleveland Labour Councillor Carl Quartermain said the customer satisfaction results should “concern” all those with an interest in public transport in Tees Valley, adding that Arriva’s ranking should be “alarming” for the company, local authorities and passengers.

While Arriva in Tees Valley’s 75 per cent score sees them rank bottom of the list of 72 operators in various areas, Stagecoach’s 83 per cent score places them in 54th.

The overall Tees Valley rating of 79 per cent satisfaction is down from 80 per cent in 2024, compared to an English average increase from 83 per cent to 85 per cent.

Arriva said it has listened to customers and already taken steps to address the areas where they have “fallen short”.

Stagecoach said it was “encouraged” that overall passenger satisfaction sits at 83 per cent in Tees Valley, while recognising there is “always more to do” to improve customer experience.

Cllr Quartermain, who sits on the TVCA transport committee, told the Local Democracy Reporting Service that operators “must stop managing decline and focus on rebuilding a bus network that people genuinely want to use”, adding that TVCA, operators and local councils must work together “to improve reliability, connectivity, and passenger experience, especially in communities such as East Cleveland where public transport is often a necessity rather than a choice”.

While wanting to see more “partnership” working, Cllr Quartermain said he hoped that recent changes in Arriva ownership and leadership would mark the beginning of a more “open and constructive relationship”, concluding: “The message from passengers is clear. People want a bus network that works for them, not one that continually asks communities to accept less and then calls it progress.”

Richard Hoare, managing director for Arriva North East said: “We know that passengers in Tees Valley deserve the best and we take the findings of this survey seriously. The results give us clear focus on how to improve customer satisfaction and we are committed to putting that right.

“Since the survey results were collected at the end of last year, our performance has continued to improve and we have recently announced a £340 million investment programme, which will see hundreds of new vehicles join our fleets. More than half will be zero-emission, alongside the refurbishment of existing buses.

A Stagecoach North East spokesperson said: “We’ve invested significantly in bus services across Tees Valley in recent years, including the introduction of a new fully electric fleet in Stockton, with a further electric fleet planned for Hartlepool within the next 18 months.

“Alongside this investment, we remain focused on delivering reliable services, high standards of customer care and value for money for local communities. We agree that strong partnership working is essential to improving bus services further.”

TVCA was contacted for comment.