Every Journey Matters: How First Bus Created a Sector-Leading Programme for Safer, More Inclusive and Accessible Journeys

An ambitious collaboration between Thomas Pocklington Trust (TPT) and First Bus is improving journeys for blind and partially sighted people by making them more inclusive and accessible.

What started out as a simple conversation 18 months ago between Jen Sweeney, Corporate Engagement Manager at TPT, and Hansi Jackson, Head of Learning and Development at First Bus, about Driver Certificate of Professional Competence (CPC) training and accessibility has evolved into a project that is shaping the learning experience of all 13,000 First Bus drivers across the UK.

The Confederation of Passenger Transport (CPT) has played an important role in supporting the sector’s response to Violence Against Women and Girls (VAWG), helping operators focus on creating safer journeys and driving meaningful cultural change across the industry. As Keith McNally, Operations Director at CPT, noted: “The stimulus for the VAWG training was really a desire to make a difference to women and girls travelling on buses and coaches.”

It was this shared commitment to improving passenger experiences that brought First Bus and Thomas Pocklington Trust together. To explore how accessibility and inclusion could be further embedded into driver learning, TPT invited First Bus to its London Hub, where senior leaders and learning professionals experienced award-winning Vision Awareness Training first-hand.

Developed with blind and partially sighted people, the training uses lived experience to help drivers understand barriers passengers may face and the practical steps they can take to make journeys more accessible and welcoming. The training is endorsed by the Confederation of Passenger Transport and meets the DVSA requirements for Driver CPC, making it a recognised resource across the bus sector.

Building on these foundations, Hansi Jackson and the First Bus team – Craig Pemberton and Vicki Anderson – developed Every Journey Matters, bringing together expertise from TPT’s Vision Awareness training, Becoming a Dementia Friend (Alzheimer’s Society), Royal National Association for Deaf people and neurodiversity created by First Bus’s Wellbeing and EDI partner, Lois Taylor.

The programme’s morning session is about VAWG, helping drivers better understand their responsibilities in creating safer journeys for women and girls. The afternoon session focusses on accessibility and inclusion, equipping drivers with practical knowledge and confidence to support passengers with a wide range of needs.

The accessibility element draws together a suite of nationally recognised resources, including:

• Vision Impairment Awareness
• Dementia Friends
• Hearing Loss Awareness
• Neurodiversity Awareness
• Wider pan-disability inclusion principles

The programme recognises that every passenger experiences public transport differently, and every driver has the power to make a journey safer, more accessible and welcoming.

For TPT, this partnership represents exactly the type of systemic change we want to see across the transport sector.

Feedback from the drivers showed the value of the programme. They said:

“Very thought-provoking subjects raised very respectfully. Far more emotive than I anticipated. No box ticking exercise this.’’ – Will from Ipswich.

“Probably the best CPC course I have done content wise.” – Tom from Norwich.

“A truly engaging, productive, interactive and satisfying course with vital results for our job in hand and our industry. Thank you!” – Nigel from Norwich.

Hansi Jackson said: “Making travel accessible and inclusive for everyone is a priority for First Bus and equipping our drivers with the knowledge and confidence to better support all customers is an important part of that commitment.

“We’re incredibly grateful to TPT, and all the organisations and partners who helped make this training possible. By generously sharing their time, expertise and lived experiences, they have given our colleagues invaluable insight that will help us continue to improve the experience we provide for customers every day.”

TPT’s Vision Awareness Training was developed alongside blind and partially sighted people to give drivers practical tools they can use every day. From identifying when someone may need support, to announcing route numbers and destinations, offering assistance to find a seat, or understanding sighted guiding techniques, the training focuses on real-life situations that help improve confidence and independence for passengers with sight loss.

The programme’s impact continues to grow. To date, 500 First Bus drivers have completed Every Journey Matters training. More widely, TPT’s Vision Awareness training has been delivered to more than 5600 drivers across the bus sector, helping to improve accessibility for blind and partially sighted passengers nationwide.

The training has also received national recognition, recently winning Bus Initiative of the Year at the Chartered Institution of Highways and Transportation Awards. Judges recognised the power of partnership working and the value of embedding lived experience into driver learning. In addition, the training resources have received further national awards and industry commendations, reflecting the impact across the sector.

Building on this momentum, TPT recently announced a new partnership with Guide Dogs, extending the reach of our bus driver accessibility programme and enabling even more operators to access expert support and training.

Importantly, operators can access this support in several ways. Alongside our free training resources, TPT offers:

• Train the Trainer programmes for learning and development teams.
• Local depot-based driver training, delivered where Sight Loss Councils and Guide Dogs teams are active.
• Training informed by people with lived experience of sight loss.
• Free awareness resources approved and supported by industry partners.

Our ambition is clear: we want every bus operator in the UK to engage with accessibility training.

For many blind and partially sighted people, bus travel is essential for work, education, healthcare and social connection. Yet confidence in using public transport can be heavily influenced by how well drivers understand their needs. By embedding accessibility into mainstream driver learning, operators can make a lasting difference to independence, confidence and inclusion.

TPT is proud to have supported Hansi and the First Bus team in developing a programme that places safety, accessibility and inclusion at the heart of every journey. By bringing together expertise from multiple organisations and people with lived experience, Every Journey Matters demonstrates how collaborative working can help create better outcomes for passengers and operators alike.

Together, we can make every journey matter.

To learn more about Every Journey Matters, our award-winning Vision Awareness Training, or our Train the Trainer and depot-based delivery options, please contact:

Jen Sweeney
Corporate Engagement Manager, Thomas Pocklington Trust
jen.sweeney@pocklington.org.uk