Greater Manchester has launched a first-of-its-kind 24/7 TravelSafe LiveChat service designed to allow passengers and staff to discreetly report crime and antisocial behaviour on buses and trams.
Users can access the new service via the Bee Network app and by scanning QR codes on buses and trams. Reports are monitored by a joint control centre where Greater Manchester Police (GMP) call handlers are able to deploy officers, monitor incidents through the Transport for Greater Manchester (TfGM) camera network, or dispatch TravelSafe Support and Enforcement Officers.
Unveiled at the Department for Transport’s Safer Streets, Safer Transport summit in Manchester, the initiative represents phase one of a new integrated policing model across the Bee Network that brings together GMP and TfGM to provide real-time responses to safety concerns raised by passengers. TfGM says the system is designed to provide reassurance in emergencies as well as gather intelligence to improve responses to harassment and intimidation, with a focus on vulnerable groups such as young people, women and girls.
“With this pioneering, first-of-its-kind approach we are demonstrating once again that the safety of everyone who travels or works on the Bee Network is our number one priority,” says Andy Burnham, Mayor of Greater Manchester. “We take a zero-tolerance approach to criminal and antisocial activity on our buses, trams, and at our stations, stops and interchanges, and when someone contacts the new TravelSafe LiveChat, they’ll always be speaking to a real person who can provide specialist support 24 hours a day, seven days a week.
“This is a critical first phase of a new, integrated approach to policing public transport which will provide a more visible presence out on the Bee Network, to reassure the travelling public that we will act swiftly to deter and tackle these behaviours head on.”
The LiveChat service forms part of a plan to establish the transport and travel network as Greater Manchester’s “11th policing district”, with the unit led by Chief Superintendent Suzanne Downey. It will be accompanied by an expansion of frontline presence across buses and Metrolink by police, PCSOs, and TfGM security staff.
Comments GMP’s Assistant Chief Constable Chris Sykes: “We’re proud to introduce the new TravelSafe LiveChat feature, which allows passengers to discreetly report crime, antisocial behaviour, or situations that make them feel uncomfortable while using public transport directly from their mobile phones.
“Every report is received and handled by a real person at GMP, ensuring swift, compassionate and human-centred responses. This initiative strengthens our commitment to safer journeys and builds on the foundation of existing teams dedicated to traffic and transport-related issues. Through more integrated ways of working between GMP and TfGM, we’re able to deliver more real-time and effective responses.”
TfGM has used the update to expand safety features in the Bee Network app, including a direct link to volunteer-run support line Strut Safe, and real-time parking space availability data at selected park-and-ride sites (due to be expanded to all park-and-ride sites following a successful pilot).
Vernon Everitt, Transport Commissioner for Greater Manchester, has welcomed the initiative as “fundamentally new thinking”, adding: “TravelSafe Live Chat represents a step change in how we approach safety on buses, trams and active travel route... It is a hugely welcome development and will provide additional reassurance to our customers and staff.”
The entire project has been launched alongside a brand campaign to raise awareness of the services across the network and to improve perceptions of safety, particularly among groups most likely to feel at risk when travelling.
