For our customers
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Stakeholder engagement

We engage with stakeholders to share our own programmes and to lead and collaborate on key issues for our sector.

Business forums and expert networks

As established members of Forum for the Future and LBG, we continue to draw upon sector and location-specific insights to help us ensure our corporate responsibility strategy is relevant to all our stakeholders. A full review of our strategy, and updates to our policies linked to corporate responsibility, in the coming 12 months will help to firmly embed our aspirations to help create strong, vibrant and sustainable local economies where we are the provider of choice for our customers and the communities we serve. 

Industry bodies and associations

We actively support, and often lead, industry groups and programmes on environment and sustainability. We have strongly supported the Sustainable Rail Programme (and associated groups) over a number of years, and also continue our work to embed the Rail Industry Sustainable Development Principles within our rail franchises. We participate in cross-industry research on sustainability and are founding members of Greener Journeys, with whom we work on sustainability issues affecting our First Bus business and the wider bus industry.

Increasing transparency through ratings

We measure our performance through sustainability benchmarks and indices, activity seeking engagement with rating agencies to identify opportunities for collaboration. In 2015/16, we scored the highest possible marks in the climate change, corporate governance, human rights and community sections of the FTSE4Good Index, once again placing us in the top percentile of the Travel and Leisure supersector. Our above industry average results in CDP demonstrate our commitment to climate change mitigation, adaptation and transparency. We also take part in the Dow Jones Sustainability Index


We collaborate with experts from the charity sector on issues which are important to our business, customers and communities. In the UK, we have worked with Guide Dogs for the Blind, Age UK and Railway Children, amongst others. Greyhound supports the Home Free programme in partnership with National Runaway Safeline, reuniting runaway children with their families. First Student focuses its charitable support on education and youth work, reflecting the market we serve. In the UK, we have a three year partnership with our employee-chosen charity of choice - Prostate Cancer UK

Customers, communities and employees

We use the results of regular surveys and dialogue with our customers, communities and our people to shape our corporate responsibility programmes. We ask our people for their views on issues such as community investment and diversity, and ask our customers for their views on the topics that matter to them including service performance, safety and value for money. 

Policy makers, government and regulators

We engage with key decision makers on sustainability issues through forums, one to one meetings, lobbying activities and through our industry associations. This year we have worked with local government partners on alternative fuels and other issues, and with our funders and regulator in First Rail through the Sustainable Rail Programme.


We encourage open dialogue with suppliers on topics including sustainability using our certified BS 11000 approach for collaborative business relationships. In addition, we are working towards embedding the principles of BS 8903 for sustainable procurement into our UK procurement practices.