Agenda item

Report of the Head of Community and Customer Services.

The Committee received a report of the Head of Community and Customer Services, including the report of the Consultants, who had been appointed to test and evaluate the service provided by licensed drivers to passengers with particular disabilities.

The Licensing Manager highlighted aspects of the report and the Consultant’s findings.  He informed the Committee that it had been suggested that the Working Party should comprise three Councillors, one from each political group.  The working party should be established to consider the best way to improve the standards of service provided to customers with disabilities wanting to use licensed vehicles.

The Chair invited Lee Hutchings to speak on behalf of Disability Watford.

Mr Hutchings said that he was the Chairman of Disability Watford and had roles on a number of other groups.  He commented that this was a major issue and was under reported as people had a fear of being isolated.  He outlined some of his experiences as a regular user of hackney carriages.  He was aware that some drivers did not understand the different types of assistance dogs.  He provided the Committee with information that showed how the assistance dogs could be recognised.  Some people were concerned that they might be able to get to their destination but then not able to get back home.  There was particular concern about travelling in private cars and not recognised taxis.  In his opinion there was no consistent livery for taxis in Watford.  People wanted cars which they could recognise; an easy reporting system for complaints and an easy way to identify vehicles.  The writing on the rear plates was too small.  It had been requested that larger writing was used to enable reporting.  He informed the Committee that he had been a guide dog owner for 17 years.  In that time he had made at least one report each year. 

Mr Hutchings commented that if a driver would not accept a wheelchair in their vehicle, there would be an impact for others, for example those people with walking frames or buggies.  He said that he was surprised at the number of wheelchair accessible vehicles available within the Borough.  He was unsure when the survey had been carried out.  He added that Disability Watford supported cameras in cars as it would also show when there was discrimination against a passenger.  He was looking forward to the Working Party being set up.

The Chair thanked Mr Hutchings for his comments.  She asked him whether he would like to be part of the Working Party.  It would enable him to raise all his points.

Mr Hutchings suggested that two representatives from Disability Watford would be preferable.  He reiterated that he disagreed with the statement that Watford taxis could be clearly identified.

The Chair thanked Mr Hutchings for his comments.  She opened the discussion to the Committee.

Councillor Haley commended the Council for the initiative in requesting the consultant’s report.  He had noted that 0% of private hire vehicles and 27% of taxis were wheelchair accessible.  He asked whether the Council had any powers to set targets or require new applicants to have a wheelchair accessible vehicle.

The Licensing Manager responded that councils had powers to set policies requiring all vehicles to be wheelchair accessible.  Edinburgh, Birmingham and London were areas where this had been introduced.  The difficulty arose when practicalities were considered, particularly as the Council had set a limit on the number of hackney carriage vehicles.  There would be a considerable cost to owners if they were required to purchase a wheelchair accessible vehicle when deciding to change their vehicle.  It would also be necessary to look at the Council’s policy as it permitted new licences to be issued for vehicles up to seven years old.  It was a very complex matter.

The Chair suggested that this might be something the Working Party could consider.

Councillor Hastrick stated that her mother used an electric wheelchair.  Drivers were unable to secure her wheelchair in their vehicles.  She outlined some of her mother’s experiences, including some she had witnessed.

The Chair asked whether officers were aware if any of the licensed hackney carriages were large enough to carry and secure the larger wheelchairs.

The Licensing Manager advised that there were probably a few in Watford. The Government had suggested that it would look at introducing a specification for wheelchair accessible vehicles.  To date this had not been carried out as there were too many different types and sizes of wheelchairs and vehicles. 

Councillor S Williams said that he had a number of concerns.  He was concerned about some drivers’ attitudes towards passengers with a disability.  He had also noted that the Council had received 26 complaints over an eight year period.  There had also been a number of ad hoc emails.  He questioned why the emails had not been recorded as formal complaints. 

The Licensing Enforcement Officer explained that the emails were not necessarily about complaints.  They may have contained information raising general issues and not specific concerns.

Councillor Watkin said that the report made depressing reading.  These users were unable to access a service that the rest of the population took for granted.  He supported the recommendations.  The use of mystery shoppers had been needed.  It was now important to develop policies that would call drivers to account.  There needed to be an expectation of enforcement.

The Chair noted that Councillors were highlighting areas that the Working Party could consider.  She suggested that all Members should provide the three appointed Councillors information for the proposed Working Party.  She reminded the Committee that the recommendation was for one Councillor from each political group on the Council.

Councillor Connal said that she had been very upset by the consultant’s report.  She had noted that in one example the driver had been unable to give any change.  She had understood that drivers had to have some change available.  She asked if this was correct and whether it should have been reported to the Police.

The Licensing Manger explained that passengers were not obliged to give drivers a tip.  Drivers should be able to give passengers change or to make some other appropriate arrangement.  If no change were given it could be considered as overcharging.  It was, however, difficult to prove as it was often one person’s word against another.

Following a further question from Councillor Connal, the Licensing Manager responded that cameras in vehicles did have benefits.  There were stringent rules to be followed set out by the Information Commissioner.  For example, the routine recording of passengers’ conversations was not permitted.  This was another issue that could be reviewed by the Working Party, but there would be cost implications.

The Environmental Health and Licensing Section Head advised the Committee that if a person was in this situation the best solution would be to take as many details of the driver and vehicle as possible and then contact the Council’s Customer Services Centre.  Initially it would not be a Police matter.

Councillor Crout commented that it was not only disabled people who experienced some of these problems.  He asked whether officers had received any reaction from the hackney carriage trade, following the publication of the consultant’s report.

The Environmental Health and Licensing Section Head stated that representatives had said they were keen to work on the issues through the proposed Working Party.

The Chair commented that not all drivers were the same.

Councillor Taylor added that it was in the drivers’ own interests to provide a good service.  He added that it would be important for monitoring to continue.  The Committee and officers needed to see that the service had improved.

Mr Hutchings informed the Committee that Disability Watford was able to provide disability awareness training, which the Committee could undertake.  He advised that between 20 and 25% of the population had a disability, 70% of which were invisible. 

Councillor Hofman said that it was disgusting how people had been treated.  He suggested the proposed Working Party might wish to arrange for volunteers to undertake journeys using undercover cameras.  The volunteers would then be able to report back on how they were treated and would have evidence to prove it.  It was important that the issues were exposed as the public may turn against the drivers. 

The Environmental Health and Licensing Section Head advised that there were particular ways in which test purchases or mystery shopper methods could be carried out.  Careful consideration needed to be given to using local people.

Councillor Ewudo stated that she had read all the recommendations, particularly with reference to training.  She considered that language and customer service skills should be included.  Drivers needed to have a certain level of understanding English. 

Councillor S Williams noted the report’s comments about taxi ranks.  He asked whether it would be possible to include any provision within the train franchise at Watford Junction when it was due for renewal.  This could ensure that the proper facilities could be put in place for taxis and people with disabilities.  He had noticed the length of time some people had had to wait for a taxi for relatively short journeys.

The Environmental Health and Licensing Section Head replied that the franchise and issues connected with it were a central Government responsibility and not for the Council.

Councillor Mills said that she wished to make a positive comment.  When her husband was ill she had used a private hire company and they had provided an excellent service.

RESOLVED –

1.      that a working party of licensed drivers, vehicle proprietors, private hire operators, members of Disability Watford, Councillors and officers be established to consider the best way to improve the standards of service provided to customers with disabilities wanting to use licensed vehicles.

2.      that the Working Party comprises 3 Councillors, one from each political group, with an option to send substitutes.

3.      that members of Disability Watford be engaged in training to give practical advice on how to ensure they are dealt with correctly and lawfully.

4.      that the findings of the working party be brought back before the Committee for further decisions to be made on proposals in January 2016.