Hackney Carriage Demand Survey
Prepared for:
Wirral Metropolitan Borough Council
Subject: Hackney Carriage Unmet Demand Survey
Prepared by: Michael R John
Prepared for: Margaret O’Donnell, Head of Licensing Wirral MBC
Date: 8 February 2007
Kielder Newport West Ltd.
CONTENTS PAGE
SECTION 1: Executive Summary 3
SECTION 2: Introduction & Background 6
SECTION 3: Supply and Demand 15
SECTION 4: Methodology 19
SECTION 5: Rank Observations 21
SECTION 6: Rank report Summary 27
SECTION 7: Public Survey 37
SECTION 8: Hackney Carriage Driver Survey 41
SECTION 9: Fares Summary 48
SECTION 10: Disability Summary 51
SECTION 11: Primary Interviews 54
SECTION 12: Secondary Research 61
SECTION 13: Comparables with other research 65
SECTION 14: Specific Questions Answered 75
SECTION 15: Conclusions & Recommendations 93
Prepared for Wirral Metropolitan Borough Council
February 2007
Kielder Newport West Ltd.
SECTION 1
Executive Summary
1.1 The key objectives of the survey were to establish:
a) The current state of supply and demand for Hackney Carriages
b) To asses the status of the service in accordance with the project brief
1.2 To achieve this we carried out 171 hours of observations in the period June/July prior to the
Open Golf Tournament at Hoylake. All ranks were viewed on a number of occasions.
1.3 We witnessed 3,755 passenger movements and evidenced 132 instances of passenger waiting,
91 instances were of 5 minutes or more. These instances took place during the daytime at the
Miltons ranks, early Saturday morning in Liscard and at night particularly after 2.00am.
1.4 469 Hackney Carriage users were interviewed over a four day period, which included a
Saturday. Interviews were random and they took part in Birkenhead and Liscard centres, in a
variety of locations.
1.5 265 were contacted by questionnaire, 93 responses (35.1%) were received and analysed.
1.6 Interviews were held with private representatives of both Hackney Carriage and Private Hire
trades and a number of other interested parties, including the Police, Private Hire companies,
Councillors and the Borough Engineers Department.
1.7 Secondary research documents including Census data 2001, Best Value Wirral and Merseyside
Transport Plan 2.
1.8 Key findings were as follows:
1.9 Despite de-restriction a small but significant level of unmet demand existed. A further element
of latent unmet demand could be attributed to the late night trade where Hackney Carriages
prefer to be hailed than to occupy ranks and to the lack of utilisation of apparently dormant
ranks.
Prepared for Wirral Metropolitan Borough Council
February 2007
Kielder Newport West Ltd.
1.10 82% of the Public utilise Hackney Carriages by hailing in the street or at the ranks according to
the public, 76% according to Drivers. This would indicate that the trade is very close to the
80% we would expect of a traditional service.
1.11 There would appear to be a clear demarcation between the Hackney Carriage and Private Hire
services.
1.12 The public rated the service as good in general and the more specific response to questions on
the quality of service were very positive and held up well against comparative areas.
1.13 Fares we believe to be at an equitable level, especially when compared to similar areas. We
would recommend as this has been achieved that an annual increase equating to the retail price
index is applied.
1.14 Overcrowding of ranks may be partly alleviated by the implementation of the Borough
Engineers plans. However, this will not solve all the problems and drivers should be prepared
to utilise other ranks as far as is appropriate and this should be accompanied by suitable
publicity and signage provided by the council.
1.15 We believe that a single substantial night time rank with feeders should be established in the
night club area and if viable a queuing system created together with crowd control. This may
serve to increase driver participation in the night time trade, clear the town more quickly and
thereby limiting violence.
1.16 Many conflicting views were expressed on the utilisation concerning rural ranks. Drivers
wished to close many of these ranks, councillors prefer to keep them open and for a service to
be offered. In our experience the only way this can be achieved is by issuing separate rural
licences and by zoning. Unfortunately there are no legal powers available to create zones on the
Wirral.
1.17 We therefore made recommendations as to the proposed closure of ranks as zoning is not a
legal option. A list of ranks to be reassessed as a second phase of possible rank closures.
Prepared for Wirral Metropolitan Borough Council
February 2007
Kielder Newport West Ltd.
1.18 We have recommended that all ranks located to support Railway and bus stations should
remain open as part of the integrated plan and that these should be well signed and promoted.
1.19 Finally many of our recommendations as regards quality of service have been implemented
during the preparation of this report. These should be continued and strengthened on a regular
basis. These include the ‘increase level of knowledge’ test, driver training in accordance with
the Mersey Travel BTEC programme that encompasses customer care, working with
disabled/manual handling, risk assessment.
Prepared for Wirral Metropolitan Borough Council
February 2007
Kielder Newport West Ltd.
SECTION 2
Introduction & Background
2.1 Wirral Metropolitan Borough Council commissioned Kielder Newport West Limited to carry
out an independent taxi survey that took account of the impact of their decision to de-restrict
on the market place as a whole with particular reference to all stakeholders.
2.2 The report examines how deregulation has impacted on the current service and that it has
serves the public interest
2.3 The survey also assessed the capability of the current supply of Hackney Carriages to meet
demand.
2.4 The requirements for showing no unmet patent demand are both vague and stringent, finally
determined by the view of a court. Some courts regard no unmet demand as literal, others
realise that this is impossible. We therefore, used a realistic assessment formula and asked the
consumer for their assessment of an acceptable waiting time in given situations in addition to
our observations and stakeholders views.
2.5 The evaluation of latent unmet demand is carried out through the qualitative findings of both
research and observations.
2.6 KNW advised Wirral Metropolitan Borough Council before commencement, that the survey
had to be totally independent and although views will be taken from all groups, including
Council representatives.
2.7 The survey also sought to answer a number of questions posed by the council in their brief that
can be summarised as follows-:
• Review the position of the Hackney Carriage and Private Hire service in the context of the
Local Transport Plan 2 and the legislative framework.
• Identify the extent to which the Taxi provision in Wirral meets customer needs in terms of
supply and demand and standard of service in both the day-time and evening economies.
Prepared for Wirral Metropolitan Borough Council
February 2007
Kielder Newport West Ltd.
• Assess the potential impact of the Licensing Act on demand for taxis in Wirral. This will
require a detailed assessment with reference to the changes in closing times of premises across
Wirral.
• Investigate whether the taxi service meets the needs of customers with disabilities.
• Undertake an assessment of the competency of licensed drivers in the following areas
highlighting any gaps and providing an action plan for improvement:-
i. Skills and ability to meet the needs of customers with disabilities as well as customers
with pushchairs
ii. Customer care
iii. Driving skills and knowledge
• Assess public satisfaction with the taxi service in the three areas identified above.
• Undertake a review of Hackney Carriage stands in the Borough and make recommendations on
the future location of ranks. This review would therefore include an assessment of areas where
there may not currently be any existing ranks.
• Review the signage both at ranks and in terms of providing direction to the public on where
ranks are located.
• Provide a contextual study setting Wirral Taxi provision within other comparable areas.
• Provide a profile of taxi users.
• Investigate levels of competition within the taxi service.
• Investigate factors affecting the decisions of drivers regarding when they choose to work.
• Review the pre-conditions attached to the issuing of Hackney Carriage licences and provide
recommendations in this area.
• Review the display of Hackney Carriage plates on vehicles and provide recommendations.
• Review fare tariff and provide recommendations.
• Recommend short and medium term areas for improvement of the taxi service.
• Investigate the environmental impacts of the Taxi service.
2.8 Although it is not common practice the terms of the survey were presented to both sides of the
trade and questions were answered by the lead consultant as to the full terms and conditions of
the project. An outline of this meeting forms Appendix D to this report.
Prepared for Wirral Metropolitan Borough Council
February 2007
Kielder Newport West Ltd.
Format of Report
2.9 Our report then describes the work undertaken in the course of the study and the
methodologies employed. It describes the consultations, the surveys at ranks (Section 6) and
the questionnaire surveys (Sections 7 and
.
2.10 Finally, in Section 15 we summarise the analysis of the surveys and develop conclusions, with
particular reference to the specific issue of “significant unmet demand for Hackney Carriages”
in the context of Section 16 of the 1985 Transport Act. In addition we review and make
recommendations that we believe are helpful to the situation
Terminology
2.11 In this report we occasionally use the word “taxi” as an all-embracing term to refer to both
Hackney Carriages and Private Hire vehicles. Wherever appropriate the different services are
clearly identified.
Interpretation of Current Licensing Regime
Statutory Basis
2.12 Taxi licensing dates back to the Town Police Clauses Act of 1847. Private Hire vehicles may
also be licensed, under the Local Government (Miscellaneous Provisions) Act of 1976.
2.13 Under the legislation, local authorities are empowered to licence vehicles and drivers for both
Hackney Carriage and Private Hire operation. It is the vehicle licence to which Section 16 of
the Transport Act relates. Each of the licensed vehicles may be driven by the holder of the
vehicle or by a separately licensed driver.
2.14 Hackney Carriages are licensed to “ply for hire” i.e. to be hired at a rank, or hailed in the street
– but Private Hire cars may not. Both Private Hire cars and Hackney Carriages are entitled to
carry passengers who have pre-booked, but it is the entitlement to take immediate hiring’s from
ranks or by hailing in the street, which distinguishes a Hackney Carriage.
Prepared for Wirral Metropolitan Borough Council
February 2007
Kielder Newport West Ltd.
2.15 A Hackney Carriage licence also entitles the holder to apply for, and to be certain of being
granted, a special restricted PCV licence, which permits the operation of a limited local stage
carriage (bus) service.
2.16 Section 16 of the Transport Act 1985 requires a licensing authority to grant a Hackney Carriage
licence to any valid applicant unless satisfied that there is no significant unmet demand for such
a service.
Interpretation of “Significant Unmet Demand”
2.17 A key issue arises in the interpretation of the phrase “significant unmet demand”. This clearly
must refer to and be confined to the distinctive entitlement associated with a Hackney Carriage
licence. It is clear, therefore, that “pre-booked” hirings fall outside the scope of the demand,
which must be addressed.
2.18 In practice, there is a wide overlap between the demand for hirings at ranks or by hailing (which
we refer to as the Hackney Carriage sphere) and the demand for hirings made by telephone or
in similar ways (which we refer to as the Private Hire sphere). Most (we estimate at least 75%)
hirings in the Private Hire sphere are made on an “as soon as possible” basis and from the
customer’s point of view, are indistinguishable from hiring’s in the Hackney Carriage sphere.
The only difference relates to the means of the hiring.
2.19 In circumstances where both Hackney Carriage and Private Hire vehicles and drivers are
licensed by a Local Authority to the same or similar standards, somebody seeking to hire a taxi
is unlikely to differentiate in principle, between a Hackney Carriage and a Private Hire vehicle.
Many people do not do not know the difference between the two types of vehicle.
2.20 Most people will be concerned only about the means of hiring and will, in practice, hire in the
way that is most convenient to them on a particular occasion. If it is possible and most
convenient to hire at a rank or by hailing, they will often do so; if there is not a convenient rank
or if they judge, on the basis of past experience, that they will encounter a long wait, then they
are likely to telephone for a Private Hire taxi.
Prepared for Wirral Metropolitan Borough Council
February 2007
Kielder Newport West Ltd.
2.21 It is also important to recognise that, as well as accepting hirings at ranks or by hailing, Hackney
Carriages can and, in many cases do, accept telephone hirings in the same way as Private Hire
vehicles. In a similar way, they may also take on contract obligations particularly for the local
education authority and for social services organisations.
2.22 In some cases, hirings from the Private Hire Sphere constitute a significant part of the workload
of Hackney Carriages in the Private Hire sphere; therefore, this can affect their availability to
meet demand in the Hackney Carriage sphere.
2.23 With demand to some extent transferable between the Hackney Carriage and Private Hire
spheres and with the Private Hire sphere being by far the larger, the Private Hire fleet can act as
a ‘reservoir’ of capacity, partially absorbing variations in demand in the Hackney Carriage
sphere. But to do so by touting is strictly illegal and renders the Private Hire taxi
uninsured.
2.24 Both the level of demand for hirings in the Hackney Carriage sphere and the capacity of the
Hackney Carriage fleet adequately to service that demand are, therefore, subject to extraneous
influences, which can disturb the balance between them. Such influences include the
availability or absence of ranks in particular areas; developments in telecommunications; which
facilitate telephone hirings; and variations in the capacity or pattern of deployment of the
Private Hire fleet.
2.25 There is therefore, no simple, direct and permanent relationship between the number of
licensed Hackney Carriages and the incidence of unmet demand. In such circumstances it is the
situation of supply and demand, as it actually exists, which must be assessed rather than some
theoretical consideration of potential demand or potential supply capacity.
Relevant Demand
2.26 In the context of Section 16, therefore, it is the current demand in the Hackney Carriage sphere,
which must be considered. A distinction is often drawn between what is called “patent” (i.e.
that which can be seen) and “latent” (i.e. hidden) demand.
Prepared for Wirral Metropolitan Borough Council
February 2007
Kielder Newport West Ltd.
2.28 Patent unmet demand will normally involve a passenger actually hiring a Hackney Carriage in
the street or at a rank or an intending passenger waiting in the street for a Hackney Carriage.
However, it might be that the level of service from taxi ranks was so poor or unsuitable that
people knew that it was not worth waiting and queuing, or that Hackney Carriages were not
equipped to carry certain types of passenger (such as people in wheelchairs). In this event it
would be wrong to conclude that there was no unmet demand simply because there were no
queues in the streets!
2.29 Having said this, latent unmet demand should not be taken into account without strong
justification. Before interpreting latent demand as evidence of unmet demand, there would
need to be evidence that the Hackney Carriage service was widely held to be seriously
inadequate or unsuitable; that the service as a whole, was in fact, seriously inadequate or
unsuitable and that people had a genuine preference for a “Hackney Carriage sphere” hiring
rather than a “Private Hire sphere” hiring if a service of adequate quality had been available.
Reasonableness of Waiting
2.30 Unmet demand in the context of a taxi service will seldom mean that somebody is totally
unable to make a journey. The characteristic, which distinguishes the hiring of a Hackney
Carriage at a rank from other forms of public transport, is its ‘immediate’ availability. In our
interpretation, therefore, unmet demand may arise if a passenger is not able to make an
immediate hiring.
2.31 Hailing (other than in London and some other large cities) usually accounts for a very small
proportion of Hackney Carriage hiring’s: a study in the Basingstoke area by the Transport
Research Laboratory, for example, found that it accounted for only about 1% of hirings. It is
anticipated that few people in other areas hire taxis by hailing, so it is reasonable, in considering
unmet demand for Hackney Carriages in provincial towns and cities, to base the judgement
about direct demand for Hackney Carriages on hirings from ranks.
2.32 The law clearly recognises that Hackney Carriages cannot be available for immediate hire at all
times and in all places in such numbers as to cater for the maximum number of passengers who
may wish to travel. The required criteria is that the extent to which Hackney Carriages are not
Prepared for Wirral Metropolitan Borough Council
February 2007
Kielder Newport West Ltd.
always immediately available and thus, the extent to which passengers have to wait, should not
be significant.
2.33 In our view there can be no hard and fast rule as to what level of waiting should be regarded as
significant. The incidence of waiting, the average and peak duration of wait, and the number
and length of peaks in waiting, may all clearly be indicators of unmet demand. Also important
in this context is the number of customers affected in periods when waiting is required, as a
proportion of the overall level of custom in the area.
2.34 For daytime economy, the overall incidence of passengers having to wait should not exceed
10% and the duration of waiting should not exceed 5 minutes for more than 20% those who
waited. Failure to meet these targets would, in our opinion, show significant unmet demand.
For daytime economy we would expect this figure not to exceed 25% of the targets. For values
close to these, or where one indicator is above this guideline and the other below, the
judgement will be influenced more by other factors, such as whether or not the waiting had
been concentrated into one specific period of the day. In an attempt to verify “reasonable”
waiting times for Wirral, we questioned respondents on what could be considered
“acceptable waiting” at different time periods and cross referenced these with our own
observations.
2.35 Our previous surveys suggest a wait of more than 5 minutes as being much more significant
than one of 5 minutes or less. Our surveys suggest that around two thirds of the population
typically expect to be able to hire a Hackney Carriage within 5 minutes and only one in twenty
consider it reasonable to wait longer than 10 minutes during daytime, this may vary for the
night time economy. In all cases it is essential to interpret waiting in terms of what would be
reasonable in the context of local custom and practice, which will be verified by our research.
2.36 Demand should be assessed across the whole area, the whole day and the whole week – not on
the basis of an isolated rank or untypical circumstances. Consideration should also be given to
seasonal factors and relatively short but intense peak periods of demand, if appropriate.
Prepared for Wirral Metropolitan Borough Council
February 2007
Kielder Newport West Ltd.
Legislative changes
2.37 The 1995 Disability Discrimination Act provides the Secretary of State with powers to make
regulations requiring all Hackney Carriages to meet specified criteria for accessibility by a
specified date.
2.38 As yet, neither the criteria nor the dates have in fact been specified. A consultation document
was published which proposed that the provisions would begin in 1999, with all Hackney
Carriages newly licensed from January 2002, to be compliant with the new standards, and all
Hackney Carriages to be compliant from January 2012. To date, the final regulations and
timetable have not been published but we understand the Government is still committed to the
end date of this timetable.
2.39 There were also clear indications, in a Command Paper presented early in 1995, that the
concept of quantity control was to be re-examined, with the intention that licensing authorities’
discretion in the matter will be further eroded. Again, there has been no further progress, at the
time of producing this report, in placing further legislation onto the Statute book in this respect.
The subsequent change of Government raises considerable questions as to the likely future of
these legislative plans.
2.40 Further consideration of taxi services has been set out in the 1998 White Paper “A New Deal
for Transport: Better for Everyone”, now published as a Transport Bill. The document
requires Local Authorities to recognise the importance of taxis in an integrated transport system
and consider them in local transport plans, with particular reference to the provision of
sufficient and suitable taxi ranks, and the priority given to different modes of transport in the
allocation of road space.
2.41 A report was published in November 2003 by the Office of Fair Trading “Recommending that
the Council should not be permitted to regulate the number of Hackney Carriage licences.”
This is subject to challenge. However, government guidelines indicate that any authority
wishing to retain restrictions on licences should first carry out a survey of this nature.
Prepared for Wirral Metropolitan Borough Council
February 2007
Kielder Newport West Ltd.
2.42 One of the objectives of this report is to establish whether or not there is any level of unmet
demand in accordance with the guidelines previously stated and to make recommendations
emanating from that research. This will involve quantifiable as well as qualified solutions.
Prepared for Wirral Metropolitan Borough Council
February 2007
Kielder Newport West Ltd.
SECTION 3
Supply and Demand
3.1 Whilst supply and demand is at the basis of all markets it is not the simple formula that many
people believe it to be and certainly there is a lag period which follows any level of supply
before demand follows that process, even in the case where there is a minimal amount of
demand or any present.
3.2 In the case of hackney carriages it takes a long time to establish rank activity. The public needs
to know that Hackney Carriages will regularly be on that rank before they start to make use of
that rank on a regular basis themselves; they need that level of security. In market terms, a
premium is charged to ‘early adopters’ of the product. This is not feasible for the Hackney
Carriage trade.
3.3 Probably the best example of supply and demand is in the disabled sector where those with
wheelchair disabilities will be exceptionally nervous of taking transport to town but then relying
on a Hackney Carriage from rank for return transport unless they were certain that Hackney
Carriage at that particular rank could handle the loading and had the facilities to assist them on
their return journey.
3.4 It is the same with the general public; they will go to ranks where they know there are Hackney
Carriages so effectively the demand comes into place before the supply.
3.5 It is therefore exceptionally difficult to create and develop new ranks but not impossible.
3.6 In the case of the current trading situation it is vital that new ranks are established and fully
utilised and that drivers are made aware of the need to utilise these ranks.
3.7 In areas where the ranks are not currently utilised and the element of demand has sunk so low
that it is almost impossible to regenerate that interest then those ranks should cease to be used
as ranks and return to parking or double yellow lines for improved transport activity.
3.8 The second element of supply and demand is target marketing.
Prepared for Wirral Metropolitan Borough Council
February 2007
Kielder Newport West Ltd.
3.9 In Hackney Carriage terms this could never be the case – therefore there is no incentive to
support a small level of demand with continued supply.
3.10 It is quite traditionalist in any market place if a competitor or any increased supply is produced
then it will automatically target that market which is already receiving supply.
3.11 Any marketer and certainly any Hackney Carriage driver will automatically target existing
markets (ranks) rather than to try to develop new ranks.
3.12 The situation in Wirral is that increased activity is concentrated on daytime and early evening
business and the key ranks where everyone wants to provide the service. Notwithstanding this
there is still unmet demand in the daytime.
3.13 There is no perceptible increase in supply to the night time economy and there is still evidence
of latent and patent unmet demand. This is not necessarily surprising because by simply
increasing the players in the market whether it be Hackney Carriages or businesses is not
necessarily designed to satisfy all aspects of that market. What it often results in is increased
activity and competition in the prime areas of the market with little or no increase in attracting
the less profitable or less desirable customers.
Prepared for Wirral Metropolitan Borough Council
February 2007
Kielder Newport West Ltd.
3.14 A basic market development curve, as shown below, can be used to define the Hackney
Carriage service as a whole or the development of an individual rank that is currently unused:
X
(a) (b) (c) (d)
3.15 As regards the development of use of Hackney Carriages the curve can be described as follows:
(a) Early Adopter Stage – This was passed many years ago
(b) Growing Market - which is full of incentives. If the market was numerically
restricted, part of this market may have been taken by Private Hire. If it was
allowed to grow to an optimum level it would have reached stage (c).
(c) Balanced Market – Point X. The objective is to keep a balanced market with an
equitable supply and demand position. This is achieved by constant monitoring
and numerical control of players in the market or by allowing the market to find
its own natural level.
(d) Saturated Market – An over supply can lead to, and in the terms of this market
an overcrowding of ranks, a drop in quality of vehicles and the withdrawal from
the market of several players. Alternatively the Hackney Carriage business
achieved through ranks and hailing will reduce as a proportion of their usual
business and will be replaced by radio, satellite and contract work.
3.16 When attributed to rank use the graph will show quite clearly that the early adopter stage has to
be overcome and a great deal of incentive or assistance is needed for Hackney Carriage drivers
to derive business from those new ranks.
Prepared for Wirral Metropolitan Borough Council
February 2007
Kielder Newport West Ltd.
3.17 In considering the development of new ranks signage, promotion and the presence of Hackney
Carriages on the rank is essential. It is hoped that by working in this way that utilisation of the
ranks will increase and sufficient demand established. If there is more demand than expected
then the rank will become overcrowded and saturated.
Prepared for Wirral Metropolitan Borough Council
February 2007
Kielder Newport West Ltd.
SECTION 4
Methodology
4.1 Although the standard method of assessing unmet demand is not an exact science, a
combination of surveys of the participating parties, drivers and the public, combined with a
substantial period of observations and taxi movement recordings, and the views of other
interested parties, produce a result that accurately reflects the activities in the town, and the
current level of demand.
4.2 The key is to establish whether or not the public is receiving a balanced service that features no
significant unmet demand and identifying the factors required to continue that balanced
position
4.3 In the case of Wirral Metropolitan Borough Council, the following methodology was used: -
Primary Research
• Taxi rank observation and movement survey (covert);
• Street interviews with the general public to elicit public opinion;
• Postal survey of Hackney Carriage drivers and Dual licence drivers;
• Face to face or telephone interviews with all interested and special need parties
including disability groups, drivers associations, and police;
• Discussions with the local hospital and transport operators;
• Analysis of relevant documents.
(NB: all interviews will be carried out after observations and public surveys to avoid any
influence on the results of the surveys).
4.4 As it was required that this would be a covert operation, the observations were carried out by a
team of three KNW employees working to a careful plan to ensure that different personnel
were observing different sites from a variety of vehicles and locations. Observations were
carried out over a variety of times, days of the week and weather conditions to obtain the most
accurate results. The research was carried out over three periods in May June and July as a
representative period of the year as a whole. This was concluded 14 days before
commencement of the Open Golf Tournament in July.
Prepared for Wirral Metropolitan Borough Council
February 2007
Kielder Newport West Ltd.
4.5 Street interviews were held with the general public in Birkenhead and Liscard over 3 different
days and time frames in a number of different locations in those towns. A Saturday was
included because this often represents a different group of people.
4.6 A target was set of 600 minimum interviews, or c400 confirmed Hackney Carriage/ Taxi users,
whichever was the greater. In total 469 Hackney Carriage users responded and 25 non-users.
4.7 This comprised a fully structured questionnaire interview by three experienced interviewers
employed by KNW on a variety of dates, times and locations. Questions concerning
complaints procedures were included as was an open question for comment. These also
included questions about the customer’s perception of “acceptable” waiting times, as this is
often a point of dispute.
4.8 We carried out a postal interview with all licensed Hackney Carriage drivers (100% contacted,
35% return achieved). There were 93 drivers that responded from a possible 265 targeted,
with 91 being Hackney Carriage drivers and only 2 being of Dual Licence status.
4.9 The questionnaire was sent to all drivers, enclosing a pre-paid envelope addressed for return to
KNW. KNW analysed the results, producing separate reports to reflect the views of the
drivers.
4.10 Interviews were held with Hackney Carriage trade members and Private Hire representatives
by means of a semi-structured interview process, after completion of all other work.
4.11 Secondary Research included movements in population and changes in demography.
Prepared for Wirral Metropolitan Borough Council
February 2007
Kielder Newport West Ltd.
SECTION 5
Rank Observations
5.1 Because in any ‘traditional’ Hackney Carriage operation approximately 80% of all hirings take
place from ranks or from hailing, it is relatively easy to assess everything from total value of
business to both latent and patent unmet demand whilst carrying out rank observations.
5.2 The most important element of all observations is the high level of qualitative observation in
addition to acquiring quantitative data. The number of hours can be less important than the
quality of work.
5.3 In total we carried out 10,275 minutes of observations = c171 hours of rank observations in
Wirral: We witnessed c3,755 passenger movements in Wirral with a view to achieving the
following:-
• Hackney Carriage/Dual Licence availability and movements;
• Analysis of duration of passenger and driver waiting time;
• Level of hirings;
• Level of use by people with mobility difficulty;
• Activities of Private Hire in and around ranks;
• Other relevant rank operations.
5.4 As it was required that this would be a covert operation the observations were carried out by a
team of three KNW employees working to a careful plan to ensure that different personnel
were observing different sites from a variety of vehicles and locations. Six separate observation
series were carried out over a variety of times, days of the week and weather conditions to
obtain the most accurate results.
5.5 The observations were carried out over the periods in June and early July, ceasing two weeks
before the Open Golf Championships in Hoylake, that were representative of the year as a
whole. The weather was predominantly clear and extreme conditions were avoided.
5.6 The Managing Director was present for a considerable sample of these observations.
Prepared for Wirral Metropolitan Borough Council
February 2007
Kielder Newport West Ltd.
5.7 In addition to this brief summary, the following data was gained concerning each rank that was
relevant to this report.
5.8 The minutes observed total time for that rank. The number of observations were individual
visits that make up that time.
Analysis of Duration of Passenger Waiting in Wirral
Rank
1: High Street,
Bromborough
Mins.
obs
60
No.
Obs
4
No.
pass
0
No
wait
0
Frequency of Wait
1-5
mins
0
6-10
mins
0
11-15
min
0
No Activity
2: Grove Street, New Ferry 60 4 0 0 0 0 0
No Activity
3: New Chester Road, New
Ferry
120 4 4 0 0 0 0
Jobs 3. Passengers 4. 1 job per 40 minutes. No case of passenger waiting observed.
4: Old Chester Road,
Bebington 60 4 0 0 0 0 0
No Activity
5: The Mount, Heswell 90 4 0 0 0 0 0
No Activity
6: Hoylake, Moreton 90 3 0 0 0 0 0
No Activity
7: Hamilton Street,
Woodside (Bus Station)
90 4 0 0 0 0 0
No Activity
8: Grange Road,
Birkenhead (Beatties)
680 27 497 477 5 11 4
Jobs 374. Passengers 497. 1 job every 1 minute 49 seconds. 20 instances of passenger waiting
observed. 5 cases of driver waiting times, average 15 minutes 36 seconds. 1.53 passengers per job.
Prepared for Wirral Metropolitan Borough Council
February 2007
Kielder Newport West Ltd.
Rank
9: Claughton Road,
Birkenhead (Miltons)
Mins.
obs
1040
No.
Obs
35
No.
pass
616
No
wait
544
Frequency of Wait
1-5
mins
6
6-10
mins
47
11-15
min
17
Jobs 522. Passengers 616. 1 job every 1 minute 59 seconds. 72 instances of passenger waiting
observed. 5 cases of driver waiting times, average 10 minutes 56 seconds. 1.18 passengers per job.
10: Grange Road East,
Birkenhead
90 4 0 0 0 0 0
No Activity
11: Hamilton Street,
Birkenhead
120 8 2 0 0 0 0
Jobs 2. Passengers 2. No instances of passenger or driver waiting observed.
12: Claughton Road,
Birkenhead (Church)
650 17 449 0 0 0 0
Jobs 370. Passengers 449. 1 job every 1 minute 45 seconds. No instances of passenger waiting
observed, 288 movements out of line. 1.21 passengers per job.
13: Exmouth Street,
Birkenhead
1940 61 1090 1087 3 0 0
Jobs 784. Passengers 1090. 1 job every 2 minutes 28 seconds. 3 instances of passenger waiting
observed averaging 2 minutes 10 seconds. 25 cases of driver waiting times, average 6 minutes 34
seconds. 4 wheelchairs with 14 examples of other disability /heavy loads etc. 1.39 passengers per
job.
14: Grange Road West,
Birkenhead
90 4 0 0 0 0 0
No Activity
15: Borough Road,
Birkenhead
110 4 0 0 0 0 0
No Activity
16: Argyle Street,
Birkenhead
540 8 50 0 0 0 0
Jobs 20. Passengers 50. 1 job every 27 minutes. No instances of passenger or driver waiting
observed early evening. 2.5 passengers per job. Night time rank largely unused, streets crowded
with passengers hailing or using Private Hire, long waits observed
17: Woodside, Birkenhead 90 6 0 0 0 0 0
No Activity
18: Hind Street, Birkenhead 165 5 0 0 0 0 0
No Activity
Prepared for Wirral Metropolitan Borough Council
February 2007
Kielder Newport West Ltd.
Rank
19: Conway Street,
Birkenhead
Mins.
obs
320
No.
Obs
12
No.
pass
44
No
wait
43
Frequency of Wait
1-5
mins
1
6-10
mins
0
11-15
min
0
Jobs 24. Passengers 44. 1 job every 13 minutes 45 seconds. 1 case of passenger waiting observed at
2 minutes. 1 drunken passenger early evening. 1.83 passengers per job. Night time rank largely
unused, streets crowded with passengers hailing or using Private Hire, long waits observed.
20: Europa Boluevard,
Birkenhead 180 9 9 0 0 0 0
Jobs 6. Passengers 9. 1 job every 30 minutes. 1 instances of driver waiting observed at 4 minutes. 1
wheelchair customer. 1.5 passengers per job.
21: Laird Street, Birkenhead 90 2 0 0 0 0 0
No Activity
22: Borough Road,
Tranmere
90 4 0 0 0 0 0
No Activity
23: Woodchurch Road,
Prenton
70 4 0 0 0 0 0
No Activity
24: Wallassey Road, Liscard 1040 31 168 0 0 0 0
Jobs 140. Passengers 168. 1 job every 7 minutes 26 seconds. Used primarily as a ‘feeder’ rank. On
occasions cars are parked on the rank and taxis have to locate off rank – difficult position of rank.
Most of activity 12.00 midnight. 3 wheelchairs. 1.2 passengers per job.
25: Liscard Village, Liscard
(7 to midnight)
1510 27 846 810 24 12 0
Jobs 655. Passengers 846. 1 job every 2 minutes 19 seconds. 36 instances of passenger waiting
observed averaging 4 minutes. 1.29 passengers per job.
26: Liscard Crescent,
Liscard
150 10 2 0 0 0 0
Jobs 1. Passengers 2. Cars parked. Private Hire Activity
27: Wallassey Road, Liscard
(Netto)
320 16 25 0 0 0 0
Jobs 11. Passengers 25. 1 job every 29 minutes 5 seconds. No instances of passenger or driver
waiting. 2.27 passengers per job.
28: Atherton Street, New
Brighton
180 10 0 0 0 0 0
No Activity
Prepared for Wirral Metropolitan Borough Council
February 2007
Kielder Newport West Ltd.
Rank
29: Marine Promenade,
New Brighton
Mins.
obs
180
No.
Obs
12
No.
pass
0
No
wait
0
Frequency of Wait
1-5
mins
0
6-10
mins
0
11-15
min
0
No Activity
30: Victoria Road, New
Brighton
180 12 0 0 0 0 0
No Activity
31: Victoria Road,
Seacombe
100 4 0 0 0 0 0
No Activity
32: Arrowe Park Hospital 210 8 0 0 0 0 0
No Activity
Table 4.1
5.9 Whilst there are many factors that emanate from these observations the key elements are as
follows.
5.10 There was a small but significant level of unmet demand observed during daytime periods.
These could be quantified in terms of the following:
• 132 instances of passenger waiting
• 91 instances of waiting 5 minutes or more
5.11 Whilst we understand the drivers viewpoint that these instances were partly caused by too
small a rank for the demand at Miltons and that some of the unmet demand on the Liscard
rank was due to drivers not having recovered from working long hours the night before, we
would suggest that 91 instances of public waiting of 5 minutes or more in a relatively brief
observation survey is significant in accordance with our own experience, our benchmarking
and the requirements of the public of Wirral.
Prepared for Wirral Metropolitan Borough Council
February 2007
Kielder Newport West Ltd.
5.12 As regards a significant level of unmet demand in the night time economy, we found this more
difficult to quantify due to the lack of use of the ranks but it was clear and apparent to all three
of our observers that there were considerable waiting periods for a large number of potential
passengers both of the Private Hire and the Hackney Carriage service and that in no way was
this demand satisfied. This was later confirmed to be the case by all interested parties.
Prepared for Wirral Metropolitan Borough Council
February 2007
Kielder Newport West Ltd.
SECTION 6
Rank Report Summary
6.1 As previously stated in any traditional Hackney Carriage operation approximately 80% of all
hirings take place from ranks and hailing, it is relatively easy to assess everything from total
value of business to both latent and patent unmet demand whilst carrying out rank
observations. However this figure is only slightly lower in Wirral at 76.4%:-
Work Source
1.9%
21.7%
63.7%
12.7%
Contract
Radio Booking
Rank Work
Stopped in the street
Figure 6.1
6.2 63.7% of Hackney Carriage drivers accrued their business at ranks followed by 12.7% from
being hailed in the street. However a significant part of the Hackney Carriage trade (23.6%) is
gained through contract or telephone bookings.
6.3 This relatively high level (76.4% of trade) being carried out from ranks or by taxis being hailed
in the street indicates that the service may not have yet entered the fourth phase of the market
cycle is still balanced (see 3.16). If this situation changes dramatically it could provide one
indicator of a saturated market. This level of supply will, however, decline. The high level of
hailing or stopped in the street, which is echoed by the public survey and represents the highest
level of any survey carried out by KNW, is indicative of the type of supply and demand in the
Wirral area and, from our observations, relates also to a lack of suitable ranking, for the night
service, combined with a preference of many drivers to leave other ranks unattended and rely
on ‘drive by’ or radio information.
Prepared for Wirral Metropolitan Borough Council
February 2007
Kielder Newport West Ltd.
6.4 The high level percentage of hailing or stopping Hackney Carriages in the street, which is
confirmed by the Driver Survey as 12.7% of work, Public Survey as 32% and our observations,
particularly of the night time economy, represents the highest level of any survey carried out by
KNW Ltd. It rendered the night time unmet demand difficult to quantify although it is quite
patent and is indicative of the lack of viable ranking in the night club area of Birkenhead.
6.5 The differential between the driver’s view of levels of hailing and the public’s perception may
be due to the fact that the public may be stopping other vehicles than Hackney Carriages.
Whilst this is not conclusive it has been found to be indicative in other areas surveyed by this
company.
Prepared for Wirral Metropolitan Borough Council
February 2007
Kielder Newport West Ltd.
Rank Specific Responses - Hackney Carriages
6.6 Clearly the audit of ranks reflects heavily on the driver’s usage and their views, although we
have taken the views of the public and utilised our own observations. Ranks which the drivers
have recommended for closure are clearly ones which are not being used and all those with
strong recommendations (15 or more drivers) can be closed but these, in turn, should be
replaced with increased ranking on the appropriate ranks or new ranks which are, as indicated,
in the driver’s survey.
6.7 The ranks which are currently being used are as follows:
Top 12 Ranks Currently in Use
78
67
56 54 52
47
43 40 39 39
31 29
0
20
40
60
80
9 8 13 12 24 27 32 11 23 26 19 16
Rank ID
No of Drivers
Figure 6.2
These ranks are:
Rank
ID Rank Name
9 Claughton Road, Birkenhead (Miltons)
8 Grange Road, Birkenhead (Beatties)
13 Exmouth Street, Birkenhead
12 Claughton Road, Birkenhead (Church)
24 Wallassey Road, Liscard
27 Wallassey Road, Liscard (Netto)
Rank
ID Rank Name
32 Arrowe Park Hospital
11 Hamilton Street, Birkenhead
23 Woodchurch Road, Prenton
26 Liscard Crescent, Liscard
19 Conway Street, Birkenhead
16 Argyle Street, Birkenhead
Prepared for Wirral Metropolitan Borough Council
29
February 2007
Kielder Newport West Ltd.
6.8 The ranks which have been recommended closure are as follows:-
Top 10 Ranks could be Removed
27 27 26
22
19 18 18 17 17 17
0
5
10
15
20
25
30
2 18 5 1 4 3 28 21 22 30
Rank ID
No. of Drivers
Figure 6.3
These ranks are:
Rank
ID Rank Name
2 Grove Street, New Ferry
18 Hind Street, Birkenhead
5 The Mount, Heswell
1 High Street, Bromborough
4 Old Chester Road, Bebington
3 New Chester Road, New Ferry
28 Atherton Street, New Brighton
21 Laird Street, Birkenhead
22 Borough Road, Tranmere
30 Victoria Road, New Brighton
Prepared for Wirral Metropolitan Borough Council
February 2007
Kielder Newport West Ltd.
6.9 Ranks that should be moved with recommended locations
Rank
Code
Rank
No. of
Drivers
New Location
32 Arrowe Park Hospital 17 Main Entrance
11 Hamilton Street, Birkenhead 9 In front of Station/Market Street
18 Hind Street, Birkenhead 6
In front of Station/Hamilton Square/Argyle
St South
1 High Street, Bromborough 5
Nearer Supermarket/in front of
Iceland/Alport Lane
13 Exmouth Street, Birkenhead 5 Opposite Yates/Oliver Street/Grange Rd
2 Grove Street, New Ferry 4
Post Office lay-by/Old Chester Road/Main
Rd
10 Grange Road East, Birkenhead 4
Rank up both sides/outside Stairways (nights
only)/Argyle St
9
Claughton Road, Birkenhead
(Miltons) 3
Further forward to roundabout making it a 4
rank
14 Grange Road West, Birkenhead 3 Opposite side of road
20 Europa Boulevard, Birkenhead 3 In front of Station
26 Liscard Crescent, Liscard 3 Netto or St Albans/Wallasey Road
3 Old Chester Road, New Ferry 2 Nearer to Station/Kwik Save as 6 car
5 The Mount, Heswell 2 By Bus Station
7
Hamilton Street, Woodside (Bus
Station) 2 Hamilton Square Station
16 Argyle Street, Birkenhead 2
Outside Brass Balance/Opposite side of
Road
4 New Chester Road, Bebington 1 Other end of lay-by
15 Borough Road, Birkenhead 1 Oliver Street
19 Conway Street, Birkenhead 1 Enlarged
21 Laird Street, Birkenhead 1 Nearer to Aldi entrance
30 Victoria Road, New Brighton 1 Outside the Tavern
Table 6.1
Only sites that were recommended for movement with an alternative location were analysed.
Prepared for Wirral Metropolitan Borough Council
February 2007
Kielder Newport West Ltd.
Top 15 Ranks to be Moved
17
9
6 5 5 4 4 3 3 3 3 2 2 2 2
0
5
10
15
20
32 11 18 1 13 2 10 9 14 20 26 3 5 7 16
Rank ID
No. of Drivers
Figure 6.4
These ranks are:
Rank
ID Rank Name
Rank
ID Rank Name
32 Arrowe Park Hospital 14 Grange Road West, Birkenhead
11 Hamilton Street, Birkenhead 20 Europa Boulevard, Birkenhead
18 Hind Street, Birkenhead 26 Liscard Crescent, Liscard
1 High Street, Bromborough 3 Old Chester Road, New Ferry
13 Exmouth Street, Birkenhead 5 The Mount, Heswell
2 Grove Street, New Ferry 7 Hamilton Street, Woodside (Bus Station)
10 Grange Road East, Birkenhead 16 Argyle Street, Birkenhead
9 Claughton Road, Birkenhead (Miltons)
Prepared for Wirral Metropolitan Borough Council
32
February 2007
Kielder Newport West Ltd.
6.10 Drivers suggestions of new locations which need taxi ranks with recommended vehicle spaces
Location
Veh
Spaces
South Wirral 4 to 5
Hoylake/West Kirby 4 to 5
Heswell 4 to 5
Borough Rd 10
Supermarkets e.g. Asda 2 to 3
Argyle St 2 to 3
Claughton Road 10
Charing Cross both sides 10
Central Hotel (Night only) 5
Exmouth Street outside Toilets 7
Wallassey Road Opposite Netto 7
St Paul’s Road, Rockferry outside Lidl 6
Hamilton Sq Station 10 to 15
Location
Veh
Spaces
Ford/Beechwood Estate 3
Asda Broom 3
Asda Woodchurch 3
Tesco Bidston 3
All Train Stations 3
Beech Nightclub 5
Fever Nightclub 5
Yates 20
Liscard Wilkes 6 to 8
Liscard Netto 3 to 6
Wallassey Village Kwik Save 6
Market Street 5 to 6
Table 6.2
6.11 New locations for ranks identified without the number of vehicle spaces specified:
Liscard
Rank for safe disabled access in Liscard
Hoylake West Kirby
All popular ranks need to be doubled
Feeder Rank for Yates Exmouth Street.
Prepared for Wirral Metropolitan Borough Council
February 2007
Kielder Newport West Ltd.
6.12 Ranks that should be made larger:
Top 10 Ranks to Become Larger
52
47
39 37 37 35 33
21 21 19
0
10
20
30
40
50
60
9 13 27 12 24 32 8 11 19 26
Rank ID
No. of Drivers
Figure 6.5
Rank
ID Rank Location
9 Claughton Road, Birkenhead (Miltons)
13 Exmouth Street, Birkenhead
27 Wallassey Road, Liscard (Netto)
12 Claughton Road, Birkenhead (Church)
24 Wallassey Road, Liscard
Rank
ID Rank Location
32 Arrowe Park Hospital
8 Grange Road, Birkenhead (Beatties)
11 Hamilton Street, Birkenhead
19 Conway Street, Birkenhead
26 Liscard Crescent, Liscard
Table 6.3
These statistics reflect the views of Hackney Carriage drivers, which are of course an impartial
source of data in determining rank locations.
However customer service and needs together with the suitability and availability of desired
locations also enter the equation.
In addition to the drivers view point we also held a meeting with the Senior Assistant Engineer.
He agreed that those identified for removal by the drivers could be removed, especially that at
Grove Street, New Ferry that is required for Disabled use.
6.13
6.14
6.15
Prepared for Wirral Metropolitan Borough Council
February 2007
Kielder Newport West Ltd.
6.16 He also confirms that Claughton Road, which acts as a feeder to the Miltons rank, could be
extended to eight spaces, that the Conway Street night time rank could be extended to six
continuous spaces to support the existing six spaces in Argyle Street.
6.17 In addition the Hamiltons Square Rank would be removed to a position directly in front of the
Station.
6.18 Although an agreement had been reached with Mersey Travel to use the bus stop area as a
feeder rank to the Exmouth Street rank, no further extension to this rank is feasible.
6.19 He stated that all other possibilities had been explored, including a more suitable location near
the Pyramid Centre, but no viable alternatives could be identified.
6.20 On balance we would recommend that all these changes are put in place; that the following
ranks are considered for closure with immediate effect:
• Grove Street, New Ferry
• Hind Street, Birkenhead
• Laird Street, Birkenhead
• Borough Road, Tranmere
• Victoria Road, New Brighton
• Woodside, Birkenhead
6.21 As ‘rural’ licences are not a legal option then
• The Mount, Heswall
• High Street, Bromborough
• Old Chester Road, Bebbington
could also be closed reducing the number of ranks by nine.
6.22 Although we would be reticent to remove any that were located adjacent to stations, usage is
more important than removal in these instances, our dilemma in recommending closures is that
several drivers ‘claim’ to use these ranks – some claim to use every rank.
6.23 Our observations showed quite clearly that ranks are not used.
Prepared for Wirral Metropolitan Borough Council
February 2007
Kielder Newport West Ltd.
6.24 In addition a further wave of closures is considered for the following ranks, following a review:
• Grange Road East, Birkenhead
• Borough Road, Birkenhead
• Europa Boulevard, Birkenhead
• Grange Road West, Birkenhead
• Marine Promenade, New Brighton
6.25 There was little or no rank activity in these locations but on balance several drivers claim to use
them.
6.26 A concentrated observation and review would reveal activity and provide evidence of use or the
need to close the rank.
Prepared for Wirral Metropolitan Borough Council
February 2007
Kielder Newport West Ltd.
SECTION 7
Public Survey
General Information
7.1 This comprised a fully structured questionnaire interview by three experienced interviewers, two
employed by KNW. These interviews took place in the Town Centres of Liscard and
Birkenhead
7.2 A full copy of the responses and of the questionnaire forms Appendix B to this report. A target
was set of 700 minimum interviews, or c350 confirmed Hackney Carriage users, whichever was
the greater. In total 494 responses were accrued – 469 Hackney Carriage users responded and 25
non-users.
7.3 The geographical area of those interviewed was representative of the population centres.
7.4 The survey included questions about the customer’s perception of “acceptable” waiting times, as
a definition of this is often a point of dispute, as indicated in section 2.34 and 2.35. This has to
be combined with a statistical viewpoint and any indication from other forms of primary research
of the latent and patent unmet demand.
7.5 The initial questions tested and educated the respondent as to the difference between Hackney
Carriages and Private Hire Taxis. The final question was an “open” question asking for any
unsolicited comment.
7.6 Price/Cost of Travel with Hackney Carriages was the ‘biggest difference’ at 22.9%. Of those
people questioned nearly 10% considered vehicle type as a main difference - Size (3.7%),
accommodate prams (2.8%) and disabled access (2.3%).
Prepared for Wirral Metropolitan Borough Council
February 2007
Kielder Newport West Ltd.
Differences Between Hackney & Private Hire
7.9%
4.9% 3.0%
22.9%
2.8% 2.3%
15.7%
3.7%
7.9%
3.7%
25.2%
0%
5%
10%
15%
20%
25%
30%
HCareBlack
HChailed
HCfitmorepeople
HCmore expensive
HCaccommodateprams
HCdisabledaccess
PHcheaper
PHcan'tbehailed
Price
Size
Other
7.7 Of the users surveyed 58% indicated that the test for Private Hire drivers are not as stringent
demonstrates that the old philosophy still holds true – even though it is false. Even on
prompting 63.8% recognised that Private Hire could not be hired at the rank or pick up
passengers on the street.
7.8 A very high 32% said they got a Hackney Carriage by hailing in the street. This is an unusually
high number compared with other areas, normally 6 – 12%. The total 81.8% of ‘at the rank’ and
‘by hailing’ maintains the 80% differential indicator that sees that Hackney Carriages and Private
Hire offer different services. It is also higher than the Hackney Carriage driver’s view of ‘hailing’,
which could indicate that the public are hailing vehicles other than Hackney Carriages.
7.9 There is a very heavy usage of respondents compared with other areas with 57.1% using the
service at least once a week which rises to 70.9% once every two weeks. This compares with
55.4% in the next highest area researched by KNW Ltd (Sefton); other areas we have researched
are well below this figure.
7.10 Unlike many areas the prime use is for shopping (31.66%), which is well above social (23.68%).
There is also a high usage for visiting friends and relatives (16.51%) and going to work (14.21%).
Prepared for Wirral Metropolitan Borough Council
February 2007
Kielder Newport West Ltd.
7.11 Changes to licensing laws have made it marginally easier for the public to get taxis (31.25%)
which most balanced against those who found it more difficult since the change (8.84%). This
echoes the driver survey response – our observations would indicate that those seeking Hackney
Carriages between 4.00 and 5.00am are those finding it ‘more difficult’.
7.12 Hackney Carriage drivers score relatively well in helping customers, customer care and
skills/knowledge averaging 6.63, 7.44 and 7.94 respectively on a scale of 1 – 10, ten being the
best. This is something that needs to be maintained and ideally improved upon.
7.13 We questioned users of the service about their perception of an appropriate waiting time and “in
reality” how long they believe that they have had to wait.
7.14 During the daytime, waiting times were generally kept to a minimum being 5 minutes or less and
actual waiting times (76.12%) were practically in line with the publics’ expectations (83.8%).
7.15 During early evening reality almost matched expectations in terms of waits up to 5 minutes long,
however waits between 5-10 minutes were exceeded in practice by 18.3%.
7.16 With regards to waiting times at night for a Hackney Carriage the public survey highlighted a
difference in attitude between the day and night time expected waiting times. 75.7% people felt it
acceptable to wait up to 10 minutes for a Hackney at night and 24.2% more than 10 minutes,
with the public’s view of reality being 30.5% of people having to wait more than 20mins for a
cab.
7.17 The majority of respondents showed that they rated the Hackney service as being just under
average to good across the entire spectrum with a fifth of those questioned rating the service as
excellent.
7.18 If there was a complaint to be made about the Hackney Carriage service – the majority of
respondents would direct it to the Driver (32.5%); followed by 21% of all users directing a
complaint to the Council. A significant 26.2% of users in Wirral did not know who to direct a
complaint to – therefore awareness needs raising – i.e. clearer signage in cabs of who to contact
with queries or complaints.
Prepared for Wirral Metropolitan Borough Council
February 2007
Kielder Newport West Ltd.
7.19 Respondents were asked specifically on the level of Hackney Carriages fares– the majority felt
they were too high by 80% of users. Of these 46.2% thought they were ‘too high by 25%’.
16.2% of users felt the fares were priced ‘OK’ and an amazing 3.8% of users felt the fares were
‘too low by 10%’. These would clearly conflict with drivers’ views but the high level of those
people finding them much too high will have an effect on demand.
In Summary
7.20 All respondents were asked to express their opinions about both Hackney Carriage and Private
Hire Services. No guidelines or prompting was given as to the type, or grouping of answers and
respondents were not limited in the number of answers they could give.
7.21 The age groups and family income levels were acceptable as representative of the general level of
Hackney Carriage customers, as socio-economic levels of respondent were well balanced for the
total survey: 57.5% Female 42.5% Male.
7.22 The survey offers, in our opinion, a realistic assessment by age, income level and gender of the
Hackney Carriage users of the area
Prepared for Wirral Metropolitan Borough Council
February 2007
Kielder Newport West Ltd.
SECTION 8
Hackney Carriage Driver Survey
8.1 We carried out a postal interview with Hackney Carriage drivers (100% contacted, over 35%
return achieved). There were 93 drivers that responded from a possible 265 targeted, with 91
being Hackney Carriage drivers and only 2 being of Dual Licence status.
8.2 The questionnaire was sent to all drivers, enclosing a pre-paid envelope addressed for return to
KNW. KNW analysed the results, producing separate reports to reflect the views of the drivers.
8.3 A full copy of the findings forms Appendix C of this report.
8.4 Questionnaires were produced by KNW and sent to all Hackney Carriage proprietors enclosing a
pre-paid envelope addressed to KNW. KNW then analysed and interpreted the results.
Hackney Carriage Driver Survey
8.5 94.62% of the drivers responding were ‘self-employed’.
8.6 Over 86% of drivers felt there were too many Hackney Carriages operating in Wirral already,
followed by 6.67% of drivers who thought there was just enough. This clearly indicates drivers
feel there is no need for further licences to be issued.
8.7 It has been questioned on our other surveys as to the validity of asking this question of drivers or
proprietors, on the basis of “they would say that wouldn’t they”. We have found from past
experience that in cases where unmet demand was subsequently found to be in evidence, that
there is a tendency of respondents to answer this question with a degree of integrity. This is
normally by answering one section higher than the eventual finding. From past experience we
would interpret these answers in this case to be 86.67% as having “just about enough” active
licences to meet demand.
Prepared for Wirral Metropolitan Borough Council
February 2007
Kielder Newport West Ltd.
8.8 We accept the indication of the majority of drivers that in many situations they waited longer
than 20 minutes, although we did not witness many waits of this length. 47% of Hackney
Carriage drivers stated that passengers do not have to wait more than 5 minutes for a taxi in busy
periods, and 32.7% felt they only had to wait between 5-10 minutes, with only 2.4% stating
passengers have a 20 minute wait or more.
8.9 73.7% of drivers thought there was no problem in passengers getting a taxi.
8.10 Overall, the drivers’ review of the Council performance was consistent with other authorities in
the main, with a majority rating the Council’s services across the spectrum as ‘good’. In
particular ‘licence renewal’ was rated by over 50% as ‘very good’ to ‘excellent’, however in
comparison ‘monitoring of non-licence holders’ was viewed by over 50% as being ‘not very
good’ to ‘poor’ (see Appendix C Figure 7.
.
8.11 The following comments are drivers’ qualitative response to the survey. Numbers highlighted in
‘bold red’ are the amount of drivers making a particular statement. These are all unprompted
comments that have been categorised to help ease interpretation:
Quantity and Quality of Cabs and Drivers
Too many Hackney Carriages 32
Too many drivers on days
If re-restrict will only have vacancies at night
Wirral is flooded with Hackney and Private Hire cabs and cars 2
Too many Hackneys located in Birkenhead Town 3
Too many drivers in one location
Lots of cabs not enough rank space 24
Many drivers work with taxi companies so not available on the road
Have to work longer/ later to make money 44
Public at risk due to driver tiredness from longer hours 14
Hackney drivers have to work for Private Hire to make enough money 3
With deregulation can not afford holidays
Have no sick pay, pension or holiday pay
Many don’t work weekends or late nights
Too many plates not enough work 4
Prepared for Wirral Metropolitan Borough Council
February 2007
Kielder Newport West Ltd.
Every day different work to suit needs for week
Only work days/Don’t work nights 14
There are enough of both taxi types to serve Wirral 3
Work less due to meter going up
Wirral Metropolitan Borough Council
The Council do not understand the trade 5
Increase in plates out of control 5
150 new cabs in 4 years
Ignored requests from trade to increase rank space 3
Over the top penalties
The Council do not listen, survey only a formality
Deregulation has destroyed Hackney trade and value of plates 2
Handling of licence issues poor 7
Lack of training for staff in licensing department 3
Licensing staff rude and arrogant 3
Not interested in drivers/us & them attitude 2
Council do not promote the HC service 2
Unlimited HC licences should be a different colour restricting to suburbs only
Fear Council are letting people get into debt as can’t buy vehicle outright when get licence
Vehicle Inspectorate Policy over zealous 2
Changing the MOT rules to allow the Peugeot Cab in opened up a can of worms
Depending on who you speak with in Council get many different answers
Dereg
