| W.E.U Admin | Workplace Wellbeing
First Group is a public transport company providing both rail and bus services. It operates mainly in the UK with 26,000 employees and in North America with a further 24,000 staff. In the UK, its bus service is organised into 27 operating divisions.
This study focuses on First Leeds, part of the Yorkshire Division, which runs 475 buses with 1,030 drivers. First Leeds has launched a three-year programme of violence prevention and management measures aimed at preventing violence against bus drivers.
Key Risks
- Carrying cash – increased risk of theft
- Road rage incidents
- Angry passengers – particularly during afternoon and early evening peak times
- Certain locations or bus termini at high risk of vandalism
- Youths and anti-social behaviour
- Drunk passengers and drug users
Examples of Incidents
Robberies: Drivers threatened with knives, air guns and even samurai swords.
Fireworks: A firework thrown onto a bus shattered both front windscreens and damaged the driver’s assault screen.
Firearms: A shotgun was fired at a bus windscreen.
Vile behaviour: Youths urinated down the periscope; when the driver confronted them, he was attacked.
Consequences of Violence
- Physical injury
- Stress and fear, with cumulative health effects
- Lost production due to sickness absence
- Demoralisation and staff turnover
- Negative impact on recruitment
- Financial loss via compensation claims (mitigated by company sick pay)
Successful Measures
1. Training and Information
All new drivers receive one day of health and safety training, including modules on violence and aggression. Key techniques include:
- Defusion techniques and interpersonal skills
- The importance of self-control
- Non-aggressive, assertive communication
- Acknowledging customer concerns
- Using humour to defuse tension
When carrying cash:
- Don’t use an obvious cash bag
- Keep takings confidential
- Deposit money in well-lit areas
Police Liaison: First Leeds collaborates with West Yorkshire Police to prevent violence.
Incident Reporting: Assaults are categorised (robbery, fare disputes, motorists, vandalism) to identify patterns. Learn more about stress prevention for bus drivers.
2. Work Environment and Equipment
- Attack alarms: Pressing a button triggers a loudspeaker message: “This vehicle is under attack: dial 999.”
- Assault screens: See-through barriers protect drivers by limiting an assailant’s reach.
- Communication devices: A new radio system will link each bus to the depot for rapid support.
- Digital CCTV: 24-hour recording cameras support prosecutions.
3. Other Measures
- High-security safety film on cab windows (under evaluation)
- Company sick pay: up to six months full pay for drivers assaulted at work
Less Successful Measures
- Some drivers fear alarms may attract trouble
- Incomplete assault screens can still be breached
- Radios are often used only after incidents have occurred
- Strict rules (e.g. “stay in the cab”) can conflict with the need to calm situations
- Sick pay reduces compensation claims but may extend absence periods
The Benefits and the Costs
The Benefits
- Improved morale: Trade union feedback is positive
- Declining assault rate: From 62 assaults (Apr–Oct 2001) to 43 (same period 2002)
- Effective police partnership: Better crime monitoring
- Financial gains: Reduced sickness absence and fewer compensation claims
The Costs (over three years)
- Training: £80,000
- Attack alarms: £61,000
- Assault screens: £40,000
- Radios (60 units): £34,000
- Digital CCTV (26 buses): £80,000
If you suffer from work-related violence or know someone who does, please contact the Workers of England Union.
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Violence
