Arriva have now shown their true colours...below is the text from a response to a resident asking about the number 10 service
No. 10 Bus - I finally had a response from Arriva, they clearly are not interested in our concerns:
"Thank you for your comments, which have been passed to the relevant departments.
Unfortunately, although we endeavour to meet the needs of our customers, we are a commercial business. Falling government subsidies and rising fuel costs have meant that we have needed to re-examine our services and make the necessary changes to sustain our remaining services.
As a commercial business, although we welcome constructive feedback, there is no requirement to consult with our customers, as the decisions taken, relate to the sustainment of our business, and the protection of our employees’ employment.
The decision to alter the services was taken at director level, and we have forwarded your comments to them."

Disappointing, but not unexpected. They didn't even bother to acknowledge the last complaint I made to them.

For commuting I'm expecting to switch to going into Epping and taking the Central line rather than rely on the 10 to go into HWN.

There is a meeting at the Civic Centre tomorrow about the bus services...no company is turning up but we feel its time the Community stood up to be counted. I shall be there as will schools reps

What kind of complaints have been made (to which Arriva responded)? I complained in December last year about the fact that a timetabled bus didn't show up for a full week (no 10 from HWN to CL, in the freezing cold) and never had a response.

The timing and the new 20 route now means it takes longer to get from Church Langley to Harlow Town that it does to get from Harlow Town to my desk in the City.

As a result of the poor buses, I now cycle to Harlow Town from Church Langley, and it's one of the best things I did. I regularly beat the no 10/20, am much fitter, it's much cheaper and I don't have to worry about the bus turning up. Even the cold and wet isn't an issue with modern cycling clothes and cycle facilities at the station are excellent. I just moan about the amount of glass on the cycle paths now...

Arriva might want to run a commercial service, but they were happy to lose £400 from me each year.

That just about sums Arriva up...well done on the fitness side effect, a lesson for all there

BurleyPete wrote:


The two things I've complained about (at various times over the last far-too-many years) have been buses not showing up, and a lack of response to complaints about buses not showing up. When I'm taking the bus I typically get either the first or second bus to the train station in the morning, and the last or penultimate bus back from the train station in the evening, so buses not showing up can be particularly problematic.

My last complaint (about 3 weeks ago) was about a 10/20 not turning up, and the driver of the next 10/20 that turned up going out of service rather than taking on passengers. I never got any response from Arriva about that one.

The meeting last night was called by the Council because of the increasing volume of complaints being directed to the local Councillors. The bus companies themselves did not show up (and were not meant to...could have been a long old night otherwise!) however the Council will now take all the issues raised....and there were quite a few.... to the bus companies. Watch this space!!