The Strategic Director Place will submit a report (Document “T”) which aims to inform the committee of the key role of the hackney carriage and private hire service, what its responsibilities are and how it carries out those responsibilities.
Recommended –
That Committee is asked to consider and comment on the report.
(Carol Stos - 07582 101569)
Minutes:
The Strategic Director, Place, submitted a report, Document “T”, which informed the committee of the key role of the hackney carriage and private hire service, what its responsibilities were and how it carried out those duties.
It was explained that the aim of the Licensing regime was to issue only licences to drivers of good character and with sufficient driving ability and competence. Private Hire Operators should also pose no threat to the public nor should they have any links to criminality. Vehicles are to be of a sound mechanical condition, be comfortable and clean. They should also meet the requirements of Bradford City’s Clean Air Plan.
The public should have reasonable access to both hackney carriage and private hire services due to the integral role they play in local transport provision.
The report outlined licensing policy and delegated powers and it was explained that some legislation was dated and preceded mobile communications. Department for Transport (DfT) had issued guidance in July 2020 requiring Councils to review their policies to meet statutory standards and a link to the DfT Standards report was included in Document “T”. It was reported that the service had begun engagement with the trade and a report, with recommendations, would be provided to the Regulatory and Appeals Committee in the next year.
Details of the functions of the service provided a distinction between Hackney Carriage and Private Hire and a guide to the roles, responsibilities and legislation for personnel involved with Hackney Carriage and Private Hire were appended to Document “T”.
Statistics on the number of licences, vehicles and operators in the district was provided together with the current structure of the service. The report revealed a Customer Charter which had been developed and set out customer and service performance to which the service must adhere. Included in that charter were standards to provide excellent customer service; deliver prompt responses to contacts, renewals and new driver applications. Licensing process statistics for the period 1 April 2021 to 31 October 2021 were provided.
The rationale for instigating regular trade meetings was discussed and the impacts of the COVID pandemic on the trade was report. Document T concluded with a summary of challenges faced by the service in the future including challenges faced from changes to conditions in order to meet the requirements of the DfT statutory guidance. It was confirmed that condition changes would be presented to the Regulatory and Appeals Committee in 2022.
Following a very detailed presentation Members raised a number of questions to which the following response were provided:
· A driver suitability policy across West Yorkshire and York would be in place within a few months.
· A national register of revocations allowed the service to check the history of new applicants or for renewals of licences. The DfT standards aimed to tighten that register allowing the service to check driver cautions and take action. If a driver appeared on that register they would not necessarily be refused a licence as all applications were decided on their merit.
· The staff structure contained 25.5 posts.
· The table of charges published with the report contained an error. The costs of a licence for one was £81 and for three years was £199 saving £40 to drivers who renewed for three years. The saving was not as large as some Members believed it could be as there was still a need to do annual checks and obtain driver input. New technology developed would allow a driver’s badge to be chipped and provided information to reduce administrative costs. It was also possible to check the validity of a driver’s badge.
· The Estate Management Programme was considering the potential to develop a new structure and merge the Shearbridge Depot with others. A decision was expected shortly.
· The Customer Survey was a new initiative. The target was for all staff to send out a survey to interact with users following each interaction with the service. The surveys were tailored to include all interactions with the service including administration and fitters in the garage.
· The service had no real control regarding the level of responses received but action was being taken to consider the feedback and increase participation.
· There were 22 complaints about the service included in the report although only two had progressed to stage two. It was not known the total number of complaints upheld. That number would be investigated and reported back to Members.
The report revealed that 30,000 face covers, hand sanitisers and screens had been distributed by the service to the trade and that operation was questioned. It was explained that enforcement officers had bagged up parcels for operators to collect from the depot. These had been collected in bulk and distributed to drivers. Trade representatives had collected supplies for the Hackney Carriage trade and if drivers were not part of a trade organisation separate collections had been organised.
The view that challenges to the service was a reduction in drivers and a view that there were too many drivers was raised by a Member. The Licensing Service Manager explained that this was challenge was because of the availability of other types of driving work available which some drivers felt was easier or more lucrative work.
A Member raised issues which had occurred with the data base system operated and questioned if an improved data base or digital interaction was likely in the future. An additional Member referred to other specialist systems throughout the Council were it had been difficult to get sufficient IT support or intervention. It was suggested that it may be worthwhile in obtaining a report on systems across the Council and the support available to ensure those systems were fit for purpose and had adequate support available internally.
Incidents of drivers who were licensed outside of the area operating in the district were discussed and it was explained that the current systems used did not provide information on drivers who had been refused licences in other areas. It was confirmed that all West Yorkshire and York officers could enforce across boundaries and refer issues back to issuing Councils. At a recent meeting with West Yorkshire colleagues it had been agreed that a consistent approach around the DfT guidelines was required.
Anti-idling messages to drivers were raised and it was questioned what measures were being taken to prevent that practice. It was explained that work was conducted last year and it drivers were found with their engines idling they were given notice. Drivers had complained that they were cold and elected members had not been happy with the campaign. It was suggested that drivers could be targeted in more clement weather and that Members could be involved in a bid to change that culture.
Messages to raise awareness of Child Sexual Exploitation were discussed and it was explained that pertinent measures to reinforce that message could be included in driver refresher training. The DfT guidance was addressing that issue and the service did have a good relationship with the police.
Staff retention was discussed with Members raising concerns that staff often left to go to other authorities for better pay and conditions. It was reported that a staffing review conducted a few years ago may be outdated and measures to improve the structure would be undertaken.
A Member raised concerns that following a meeting arranged by the Portfolio Holder on 28 July 2021, between the service and the trade, to discuss the culture in the service and allegations of racism, no follow up had been provided as promised. He felt that the service was inaccessible and that officers were racist. He challenged when and how that culture could be changed. He reported an incident where officers were disrespectful to him until they had realised he was an elected member and he questioned how the service could change its culture so that people were not afraid to approach officers.
In response it was stated that the report addressed issues of diversity and that the Customer Charter had been developed to increase engagement with the trade. Feedback that was requested of the trade included questions about the perception of the service. In reality at the current time people were not visiting the depot and contact was made via telephone or online. It was acknowledged that racism was not acceptable.
The Chair acknowledged the pressure and challenges faced by the service and reported he had received a number of calls from a person disputing events which turned out to be false and he recognised that the service would deal with similar occurrences regularly.
The frustration people had felt about issues affecting their livelihood was discussed and it was acknowledged that meetings with the trade, such as the one discussed on 28 July 2021, were needed. It was questioned if regular meetings were arranged. In response it was reported that a meeting had been arranged to which all operators had been invited to discuss new DfT requirements. Only two operators had attended that meeting although some written communications had been received. The service was acting on suggestions from the trade about conditions it was felt should be mandatory. It was hoped that communication methods could be kept open and acknowledged that with 5,000 drivers there would be differing views.
Members reiterated their concerns that feedback had not been provided following the meeting organised by the Portfolio Holder in July 2021. It was felt that relationships would be damaged if concerns were not addressed. A Member reported his activity on the Equality Reference Group and issues raised about the service to that group. He felt that the service should be independently appraised to provide a clear picture of the culture and issues being raised. A Member reported his belief that it was the attitude of officers not the policies that were being questioned.
The Licensing Service Manager reported that there had been a review of conduct. It was explained that when reviewing licences officers would carry out investigations and look at evidence which was applied to national policy. No single officer would make a decision alone and issues would be considered by a panel of officers and challenged as if in a court. Officers would not take or refuse a licence lightly but protecting the public had to be the priority.
Resolved –
(Carol Stos – 07582 101569)
(Dominic Barnes-Browne)
Supporting documents:
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