10 things to know about the future of buses in the West Midlands

Buses are a big part of everyday life across the West Midlands – and the network is changing.

From 2027, Transport for West Midlands (TfWM) will have greater control over routes, fares and standards. 

So, what does that mean for you?

Recently, TfWM’s Director of Bus Reform, Natalie Penrose, and Head of Bus Franchising Transition, Steve Hayes, explained more about the changes at Brum Transport Fest.

Here are 10 things to know about what the changes to our bus network could mean for you.

1. Who makes decisions about buses is changing

Let’s start with the basics.

The current system is run by private companies. This means that bus operators make many commercial decisions about where services run, how often they operate and what fares they charge.

In future, TfWM will have control over how the network is planned, including routes, fares and standards. Operators will still run the buses under contract, meeting standards set by TfWM. This is called bus franchising.

But passengers shouldn’t need to think about the contractual arrangements behind the scenes.

You’ll still catch the bus in much the same way, while the longer-term aim is to create a more reliable, consistent and practical bus service.

The biggest immediate change is who plans and oversees the bus network.

2. The current system won’t change overnight

Franchising is a major change, but the network won’t be redesigned overnight. 

The initial focus will be on stability, making sure passengers continue to have the services they rely on while the new system is introduced. 

The bigger opportunity comes later.

Once the new arrangements are established, there will be more opportunity to look at how routes, frequencies and fares could better reflect the way people travel every day.

3. Your bus should feel like part of one network

Right now, different operators can mean different tickets, information and experiences.

The ambition under franchising is different.

Different operators can still run different services, but passengers should experience them as part of one West Midlands network.

The aim is to have consistent branding, ticketing, standards and information, so you don’t have to think about which company operates the bus you’re waiting for.

It should just feel like you’re getting one service. 

4. There will be someone clearly accountable

What happens if a journey goes wrong?

Your bus is late. The information is wrong. You’re not sure who to contact.

Right now, it can be hard to know who to contact about your experience. But one of the key benefits of franchising is to make accountability much clearer, with a single point of contact.

While our aim is to improve service reliability, this doesn’t mean there will never be issues. Traffic, weather and other circumstances can have an impact on the network.

But it should be clearer who is responsible for monitoring the service, listening to passengers and making sure your journey is up to standard. 

5. Services can be held to clearer standards

For passengers, a successful bus service needs to turn up when you need it. That’s why reliability is central to our plans for the future of the network.

Operators will have contractual requirements around performance, giving TfWM the power to monitor services and act when agreed standards aren’t being met.

And reliability isn’t only about whether a bus is exactly on time. Good information matters too.

If a service is disrupted, passengers deserve clear information about what’s happening and what alternatives are available.

The aim is to make the bus network something people can plan their lives around, not something they have to take a chance on.

6. Fares and ticketing will become easier to understand

It should be simple to find out how much your ticket will cost.

Right now, you might find there is too much choice, or the price of your journey isn’t always clear.

Franchising gives us greater control over fares, meaning tickets can be made more consistent across the bus network.

The aim is to make choosing the right ticket easy – no more confusing options and varying prices. 

And journeys around the West Midlands might involve a bus, tram and train. Franchising gives us more opportunity to bring ticketing and information together across the wider public transport network.

7. Routes can be planned around communities

Franchising gives TfWM control over where services run and how often, creating more scope to think about the needs of different communities.

A route might be important because it connects people to work, school, healthcare or shopping, even if it isn’t the most commercially attractive service.

We know that different bus services are valuable to the everyday lives of different people.

In future, our decisions can take wider community needs into account alongside demand, cost and operational considerations. 

8. Buses should be cleaner and more modern

Passengers deserve a bus service that’s clean, comfortable and easy to use.

And franchising provides an opportunity to set good standards for our buses.

The ambition is to make the bus a genuinely attractive way of travelling, as well as to improve its environmental impact.

And zero-emission buses can also offer benefits to passengers, including quieter journeys, less vibration and improved air quality. 

9. More passengers means more investment in the network 

There is also an important financial idea behind the new model. 

Under franchising, TfWM will take control of fare revenue, and we want residents to see the impact of that revenue in the network.

The ambition is to make the network as attractive and efficient as possible, encourage more people to use it and support continued investment in services. 

The focus is on growing the network as a whole and reinvesting in it over time.

10. You can help shape what comes next

This is where you come in.

What does a successful bus network look like? What would encourage you to use it?

We want to create a network that is safe, reliable, affordable and easy to understand.

And your feedback will help inform what the future of our buses looks like.

That’s why we’re asking people across the West Midlands to help shape what comes next. Take part in the conversation and tell us what matters most to you.