Bus Franchising FAQs

Hertfordshire bus services currently operate under the Intalink Enhanced Partnership (IEP). This is an agreement between Hertfordshire County Council (HCC), bus operators, rail operators, and district and borough councils.
The partnership helps organisations work together to improve bus services and customer experience. However, many key decisions about routes, fares and service levels remain with individual bus operators and there are inconsistencies. The Council "fills in the gaps" in the bus network, using their own funding, so that there are not areas left without services because they are not profitable. Currently HCC financially support around 40% of services in Hertfordshire.

What is bus franchising?

Bus franchising means re-regulating bus services. This means HCC would have greater control over the local bus network and ensure it is tailored to the needs of the communities it serves.
Under franchising, the Council would plan and manage:

Bus routes
Timetables and frequencies
Fares and ticketing
Vehicle standards
Branding
Performance requirements

Why is Hertfordshire exploring bus franchising?

HCC is exploring bus franchising because we believe it will provide a more effective way of delivering the county's long-term transport, economic, social and environmental ambitions.
Under the current system, commercial operators make many decisions based on their own business priorities. Franchising would give the Council greater ability to:

Improve reliability and accessibility
Create a more integrated transport network
Simplify fares and ticketing
Coordinate services with wider transport initiatives such as HertsLynx
Deliver a more stable and accountable network
Support environmental and sustainability goals

The aim is to create a bus network that better serves local people and communities over the long term.
There are currently significant challenges affecting bus services. Bus franchising gives HCC better means to put our residents first, with a longer-term vision for improvement.

Is bus franchising the same as public ownership?

No.
Bus franchising is not public ownership of bus companies, it is re-regulation of bus services.
Bus operators would remain independent businesses and would compete for contracts to run services to standards set by HCC.
The focus is on public control of the network rather than public ownership of bus operators.

Has anyone else franchised their bus services?

Transport for London operates a franchised bus service. Outside of London, Manchester was the first area to franchise their bus services, completed in 2025. Liverpool City are in the process of introducing franchised bus services.
Hertfordshire has been awarded £1million in funding from the Department for Transport to carry out the franchising assessment as they are keen to understand how bus franchising could work outside of large metropolitan areas.

Are you planning to franchise buses in the whole of Hertfordshire?

The work we have already done shows that the biggest potential benefits of franchising to be in North Hertfordshire, East Hertfordshire and Stevenage and so we are focusing our full franchising assessment on these areas only.

Timing and Next Steps

When could bus franchising happen?

Any changes take time to plan and implement.
A full public consultation is expected in Summer 2027, after which implementation could potentially begin from 2028, subject to the outcome of the consultation and the necessary governance and administrative approvals.

What does this mean for residents?

This is an opportunity for residents, businesses and communities to help shape the future of bus services in Hertfordshire.
Ultimately, we expect franchising to enable us to create a fairer and more reliable bus network, helping to meet the needs of our residents whilst moving towards a greener future.

Service Reliability and Network Planning

Will buses become more reliable?

Franchising could help improve reliability as it will allow the Council to take a more coordinated approach to managing challenges that affect bus service reliability such as driver shortages, bus priority and roadworks.

Will services improve in areas that are currently underserved?

One of the potential benefits of franchising is the ability to plan the network to meet wider community needs rather than relying solely on commercial decisions.
This could help support improved connections across Hertfordshire, including areas that may currently have limited services.

Will evening, weekend and rural services be protected?

Future service decisions would be made through the network planning process and informed by local needs, available funding and public feedback.
Franchising could provide greater flexibility to design services that support communities across Hertfordshire.

Will existing routes change?

Any changes to routes would be carefully assessed and subject to public engagement where appropriate.
With a franchised bus service HCC will plan and deliver a bus service that is designed with residents and bus users as priority.
The aim would be to create a network that is better connected, easier to use and more responsive to customer needs.

Will communities have a say?

Yes.
Public engagement and consultation will play an important role in shaping future services and network development.
Feedback from residents, businesses and stakeholders will help inform decisions.

Fares and Ticketing

Will fares increase or decrease?

No decisions have been made about future fare levels.

Will ticketing become simpler?

A key objective of franchising is to create a simpler and more consistent experience for passengers.
This could include more integrated ticketing arrangements across services.

Will tickets work across different operators?

Franchising will make it easier to develop integrated ticketing that works across multiple operators and transport services.
Any future proposals would be developed and communicated as part of the implementation process.

Will concessionary and discounted tickets remain available?

Any future ticketing arrangements would be developed with accessibility and affordability in mind.

Accessibility and Inclusion

Will services become more accessible?

Accessibility is a key consideration in the design of any franchised network and we will carry out engagement prior to the formal consultation to gain valuable feedback regarding accessibility.
Under franchising HCC would be able to specify standards relating to vehicles, customer information and passenger experience.

Will bus stops, information and vehicles be improved?

Franchising will support a more consistent approach to service standards and passenger information across the network.

How will the needs of older people, young people and vulnerable residents be considered?

Engagement with these communities will help ensure that a wide range of needs are taken into account when designing future services.

Environment and Sustainability

Will franchising lead to greener buses?

Franchising could provide greater opportunities for the Council to influence vehicle standards and encourage investment in lower-emission technologies.

How will franchising support climate and air quality goals?

A more reliable and attractive bus network can encourage more people to choose public transport, helping to reduce car journeys, congestion and transport-related emissions.

Accountability and Value for Money

Who will be responsible for the bus network?

Under franchising, Hertfordshire County Council would be responsible for planning and overseeing the network.
Bus operators would be responsible for delivering services under contract.

How would passengers provide feedback or make complaints?

Clear processes for passenger feedback, comments and complaints would be available, helping ensure that concerns are addressed and services continue to improve.

How will performance be monitored?

Performance standards would be set, monitored and enforced by the Council.

How will franchising provide value for money?

Franchising aims to ensure public investment is used effectively by allowing the Council to plan services strategically and focus resources where they can provide the greatest benefit to residents and communities. Franchising is a long-term commitment to build a bus network and service with longevity and with the communities it serves at the heart.

Have Your Say

Your views are important and will help shape the future of bus services in Hertfordshire.
We want to hear from residents, businesses, community groups and stakeholders about what matters most to them when travelling around the county.
Together, we can help create a bus network that is more connected, reliable, accessible and easy to use.
Please fill in the short engagement bus franchising survey.

If you have any further queries regarding bus franchising, you can email us at [email protected]