Best practice case studies

Driving accessible travel in Brighton and Hove

Brighton & Hove Buses and Metrobus are recognised as industry leaders for their approach to accessibility, moving beyond consultation to co-design accessible solutions shaped by the lived experience of disabled people.

Brighton & Hove Buses was the first bus operator to appoint a dedicated Accessibility and Communities Manager and establish an Accessibility and Safeguarding Team. The team is dedicated to listening to and learning from lived experience, working collaboratively with disabled people and representative organisations to co-design initiatives aimed at improving passenger journeys for all.

Through their Three-Tier Philosophy, accessibility is built into policy, design and training, with directors and senior managers completing the same courses as frontline colleagues. This approach has embedded a culture of accessibility throughout the whole business.

Examples of co-design in recent improvements include:

• The award-winning Helping Hand card, introduced in 2014, enabling passengers to communicate assistance requirements discreetly to the driver;
• The Wheelchair Taxi Guarantee, providing a free accessible taxi when a wheelchair user is unable to board, enabling the passenger to continue their journey;
• Newer buses co-designed with disabled people, featuring two wheelchair bays with visual screens facing the bays, additional pushchair space, dementia-friendly flooring and seating, and accessible onboard information;
• Driver training, co-designed using passenger experiences to make journeys safer and more accessible. All drivers and frontline colleagues complete ‘Accessible Travel for All’ training, are Dementia Friends through Alzheimer’s Society, and are trained as Level 1 My Sighted Guides in partnership with Guide Dogs.

Accessible bus shelters in London

Transport for London (TfL) is trialling new bus shelter designs at 27 locations across London to improve accessibility, safety and customer experience. The enhanced features include a dedicated wheelchair user waiting space, full bench style seating with priority seat designation, brighter lighting and CCT cameras. TfL engaged with a range of campaign groups and charities representing disabled people in developing the new design features to ensure they meet the needs of all customers.⁵⁶

Super Bus Stops in Portsmouth

As part of its Bus Service Improvement Plan, Portsmouth City Council has delivered 29 advanced Super Stops, featuring ergonomically designed seating, smart lighting, printed and digital information for supporting wayfinding and live travel planning. Each location was assessed to ensure enhancements are tailored to local needs, site conditions, and passenger demand. The work is part of a comprehensive audit of bus stops across the city, which included targeted improvements to accessibility, safety, and visibility at bus stops.⁵⁷

Bus stop audit in Oxfordshire

Oxfordshire County Council has completed a full audit of all 4,000 bus stops across the county. It will help identify locations where provision falls below desired standards. The council has already worked up several areas for improvements at a cost of nearly £400,000. The next step is to make audit information available via interactive mapping to help inform passengers of what facilities are available, including any accessibility matters, at their chosen stop.

References

56. Transport for London (6 February 2026), TfL trials new bus shelter designs at 27 locations across London (back to text)

57. Portsmouth City Council (no date), Super Stop programme (back to text)