Ein Newyddion – Summer 2014

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Newyddi

Summer 2014

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The magazine for First people in South & West Wales

cymru clipper servicesset new

higher standards PAGE THREE

Thousands flock to

BUS CENTENARY EVENT CENTRE PAGES

Survey findings PAGE SEVEN

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Changes are being made for the better

By Managing Director

Justin Davies

WE have just celebrated 100 years of service with our special open day at the Swansea Bus Museum. I hope that many of you will have enjoyed that day of celebration.

One hundred years is a long time. Many changes have taken place during that period and of course are still taking place today. In recent weeks a lot of new buses have been delivered to the business and I am sure you have seen that our new Clipper brand is now up and running.

In the past 100 years, our attention to safety has really improved and our continued focus on staff and customer welfare is vitally important.

Shortly to launch will be the new injury prevention phone app and injury prevention database, which will make the recording of safety incidents and safety actions much easier and enable us to improve our safety culture still further.

I hope you took the opportunity to complete the forms for the 2014 Your Voice staff survey and had your say about the way the business runs today and what you would like to see changed in the future.

A summary of the survey’s findings are on page seven and there will be a series of feedback road shows right around the business. I look forward to seeing as many of you as possible then.

Ahead will be yet more change, particularly in Swansea where the new university campus opens in September 2015.

With at least 2,000 students moving on and off campus every day, it will be a great opportunity for First Cymru to expand our services.

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New Regional MD is key to strategy First UK Bus management re-structure means First Cymru now has a new Regional Managing Director.

Neil Barker moves from that role in Scotland to cover Wales as well as the South of England.

He will support MD Justin Davies and his management team as the drive to strengthen the customer focus and empower local leadership teams continues.

Neil will report to First UK Bus Managing Director Giles Fearnley who said: “Since we launched our Better Journeys for Life promise in 2012, we have been pushing forward with our transformation programme

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and focussing particularly on improving our performance in terms of service delivery, customer satisfaction and driving volume growth.

“The appointment of managing directors to our local businesses is key to our strategy, enabling us quickly to adapt to new challenges and get close to our customers and the communities we serve.

“We are now moving to the next stage of our plans to ensure we give the correct support to our managing directors under this new business model.”

The restructure means Chief Operating Officer Jeroen Weimar has now left the Group.

New Regional Managing Director Neil Barker

Engineering Apprentices David Davies, left, and Jay Edwards – two of the First Cymru employees who met Deputy Minister for Skills and Technology Ken Skates.

Minister meets apprentices old and new FIRST Swansea hosted the Welsh Government’s formal launch of National Apprentice Week. Ken Skates, the Deputy Minister for Skills and Technology, met First apprentices old and new as he was treated to a tour of the depot.

Representatives of local schools also took part. In praising First, he said: “I was delighted to kick off Apprenticeship Week in Wales by joining the First Cymru team at the Swansea depot.

“First Cymru has a proud history of apprenticeships and I was able to see just how much of a difference old and new apprentices are making to the company.”

More than 20 of First’s engineering team in South and West Wales started off as

apprentices. Five more staff were taken on as apprentices last year in Swansea and Port Talbot.

First Cymru HR Business Partner Jane Reakes Davies said: “We invest a lot in our people and have a strong tradition of apprenticeships within our business. We invited the Deputy Minister along so he could see for himself the type of

opportunities that we have created.”

Simon Cursio, First Cymru’s Business Performance Director, said: “It was great to be able to mark National Apprenticeship Week in this way. We wanted to showcase the great work that is being done to offer our latest apprentices a good start, while also showing that this offers a great route into the industry.”

Staff feedback is crucial MANAGEMENT teams at First Cymru worked hard to encourage staff across all levels of the business to respond to the annual staff survey.

Swansea Staff Manager Clare Dalton said: “We are keen to understand the challenges and barriers to success that the staff face and are looking forward to alleviating some of the problems highlighted by staff feedback.”

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54 new buses now in service ANOTHER 54 brand new buses costing £9 million are now in service across First Cymru as the company continues to invest in services.

A total of 37 Enviro 200s operate out of Swansea with 17 Streelites being based mainly at Port Talbot but serving Maesteg among other towns.

Managing Director Justin Davies said: “It’s a big investment in our services and for the business as we continue to renew our fleet for the benefit of our customers but also for our staff. These buses will mean increased reliability and punctuality as well as giving customers a much better ride – all part of our Better Journeys for Life brand promise.”

WELCOME TO THE CYMRU CLIPPER: Driver James Morris shows the branded message on the driver’s internal door. Our cover picture features Driver Mark Jones with one of the new Clipper buses.

Golden Dragon is a ISTINCTIVE blue and gold buses are flying the flag for First Cymru’s inter-urban routes across south and west Wales now re-branded Cymru Clipper services have been launched.

Sporting a gold dragon, 17 of the 33 stand-out buses on the network are brand new and have leather seats. The rest have all undergone internal refits to give them smart, matching blue interiors.

All the buses offer free WiFi and to give added confidence, a Clipper Network Customer Charter and Customer promise sets out what service levels passengers should expect and how to complain should they need to.

As part of the biggest shake-up of Cymru services for years, the company has produced a Tube-style network map to show customers how easy it is to travel between key towns and cities. The map features key interchange points.

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Lynn receives highest award SWANSEA Operations Manager Lynn Harvey has become only the fourth First Cymru employee to be presented with a Silver Dragon Award. She received the company’s highest honour for Exceptional Contribution to the Workforce during her 14 years in her current post.

Lynn, who joined as a driver in 1987, said: “It was quite a surprise. As far as I’m concerned I’m just doing my job. The variety of tasks it throws up keeps me on my toes. I enjoy the pace of the job and the fantastic people that I work with.”

Katie gains parts diploma The distinctive blue and gold livery and branding of the Cymru Clipper services.

Adult passengers can enjoy unlimited travel on the whole network for as little as £5 a day while those under 18 can travel for just £3.

Managing Director Justin Davies said: “This is an exciting time for us and the people who use our services. This constitutes a step change for us. We will continue to invest in and develop

our local services alongside the Clipper network but at the same time we want to really up our game promoting our inter-urban routes.

“We want to show customers that they can travel easily for example, from Bridgend to Llanelli, Ammanford to Neath or Maesteg to Carmarthen with only one change of service.”

PORT Talbot stores employee Katie Phillips became one of only a few First Cymru to complete a Level 2 Diploma in Vehicle Parts Principles (IMI Award) at Bristol College earlier this year.

Katie, 29, has been with the company for 10 years and was one of a group of eight people to complete the qualification. They were supported through the intensive six-week course by First, with the long-term goal of helping them become stores managers in the future.

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One of the First Cymru buses painted in vintage livery to celebrate the centenary.

Memories are made of this the Velindre ■ AS an apprentice at m fro HW , rks wo Tinplate ch the works Gorseinon used to cat one sat in the bus. He wrote: “Every work. If you same seat to and from you were t, sea ’ ong ‘wr sat in the ow fell a f, Jef told to move. nard. The apprentice lived in Pen allow the bus conductor would not arrived. had f Jef il unt to leave college “At the beginning of the conductor year he had to tell the uld not be the day on which he wo lege. If col in s wa he as travelling to go had r the mo his he became ill and tell down to the bus stop it.” the conductor not to wa

First Cymru Training Manager Amanda Thompson with her son Rhys who is about to try his luck on the spinning wheel at the Centenary Family Day.

Crowds pack family event

■ TRAVELLING on a double decker to visit a relative at the TB sanatorium in Talgarth is an abiding memory for FG in Swansea who wrote: “The journey was long to a young child and frequently we travelled through snow and ice over the Brecon Beacons.

“They must have been very skilled and dedicated drivers and the conductor always tried to keep us cheerful as he would know the purpose of the journey was not for pleasure but to visit a sick relative.”

elled on a ■ GW from Neath trav rest Goch Ffo m fro double decker e at to the technical colleg 0s and the Pontardawe in the 195 n so he dow w slo to d driver use rear the on e pol could grab the platform. ll until He wrote: “All went we pole the en wh g rnin mo t one we but it d bbe gra I was slippery.

The driver started to slide down. braked and ror mir his in me saw around ung sw I t tha so ly sudden m. He tfor pla the o ont the pole and re after that!” slowed down a lot mo

■ TRIPS to Caswell Beach on the Number 40 double decker are a fond memory from their early teens for BW of Swansea who wrote about: “Climbing up to the top deck and listening to Radio One’s Top 20 on a small transistor radio.

“We hoped to hear the Number One hit before getting off the bus again outside Lady of Lourdes Church in Townhill. The bus was always full with a very good atmosphere after a long day spent on a beautiful beach.

They were good times!”

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Swansea Bus Museum Volunteer Paul Davies who was one of the conductors on the old classic buses.

to mark centenary HOUSANDS flocked to Swansea Bus Museum for a fascinating trip down memory lane to celebrate the centenary of South West Transport.

The free Family Day featured a fleet of vehicles from First Cymru – SWT’s successor – including the latest eco friendly vehicles.

Scorching hot weather ensured people in their droves attended with buses laid on to ferry people to the event packed to the rafters.

Fifteen state-of-the-art First buses in their latest livery, including express Greyhound coaches and FTR “bendy buses” were on show. First – who sponsored the day – also displayed four of their buses painted in re-creations of the classic liveries of South Wales Transport, United Welsh, Thomas Brothers and Cardiff Express Services.

The nostalgic atmosphere was added to through charity stalls offering models, photos, memorabilia and books. Meanwhile, a 60ft marquee housed fascinating displays produced by First of the history of South Wales Transport, together with ticket machines for people to try their hands at operating.

Several of the old bus routes in Swansea were recreated, including the popular seafront open-top journey to Limeslade – and a drive through the picturesque Gower scenery to the cliffs at Pennard.

Besides the latest modern and vintage First buses there were classic cars and other vehicles, as well as visiting buses from other operators and parts of the UK. To cap things off a centenary programme was produced as a memento of the special occasion, which included timetables of the free bus rides on the day.

T Dylan Penny tries his hand at the wheel of a bus with help from his grandad, retired First Driver Brian Jennings of Neath. Looking on is FTR Host Callum Harries who is based at Ravenhill depot.

FTR Host Daniel Temple, left, gets a few driving tips from First Examiner Mike Thompson during the Family Day event.

Matched funding boosts charities FUNDRAISERS and charities in Wales will be boosted by the launch of the new First Cymru Matched Funding scheme. It means that employees can now claim matched amounts on anything they raise between £50 and £200 – with FirstGroup setting aside £100,000 to pay for it.

The only requirement is that the charity involved be registered with the Charities Commission. To be eligible, employees must already have completed a charitable event or activity.

Employees have three months to register for the scheme and claim money for their charity. To register and claim matched funding, download a form from the First Cymru intranet site or email communityfirst@firstgroup.com

Peter in national top driver finals BRIDGEND Driver Peter Mascall is the new face representing First Cymru at the national Bus Driver of the Year final later this year. The 33-year-old mountain-biking enthusiast who has been with First for six years came second in the Cymru heats.

Swansea Driver Philip Connor and Camarthen-based Martin Sleeman who came first and third respectively are also through. Both drove at the national finals last year with Martin finishing the highest placed Cymru driver. The final takes place the weekend beginning September 13.

Ad space help for campaign Some of the First staff who were guides at the event, left to right, Intern Aled Williams, HR Business Partner Jane Reakes Davies, Marketing Manager Phil Trotter and Publicity Officer Christian Horn. Below right, the centenary logo.

First Cymru Marketing Manager Phil Trotter said: “It was a superb celebration. Thousands turned out and the buses bringing people to the event were full to standing.

“Our sponsorship of the event was very successful and the fleet of old and new buses was certainly a major talking point.

“We would like to say thank you to members of the Swansea Bus Museum for their effort in hosting what turned out to be a very memorable occasion.”

ADVERTISING space worth £3,810 has been donated

by First Cymru to help highlight the Macmillan Cancer Support Not Alone campaign.

Featured on 150 buses, ads target support to an estimated 85,970 people currently living with a diagnosis of cancer in South Wales – a number expected to rise to around 155,160 by 2030.

First Cymru Managing Director Justin Davies said: “We are very proud to support Macmillan and people across South Wales who are affected by cancer.”

SUMMER 2014

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Ein Newyddion p4-5

14/7/14

14:38

Page 1

One of the First Cymru buses painted in vintage livery to celebrate the centenary.

Memories are made of this the Velindre ■ AS an apprentice at m fro HW , rks wo Tinplate ch the works Gorseinon used to cat one sat in the bus. He wrote: “Every work. If you same seat to and from you were t, sea ’ ong ‘wr sat in the ow fell a f, Jef told to move. nard. The apprentice lived in Pen allow the bus conductor would not arrived. had f Jef il unt to leave college “At the beginning of the conductor year he had to tell the uld not be the day on which he wo lege. If col in s wa he as travelling to go had r the mo his he became ill and tell down to the bus stop it.” the conductor not to wa

First Cymru Training Manager Amanda Thompson with her son Rhys who is about to try his luck on the spinning wheel at the Centenary Family Day.

Crowds pack family event

■ TRAVELLING on a double decker to visit a relative at the TB sanatorium in Talgarth is an abiding memory for FG in Swansea who wrote: “The journey was long to a young child and frequently we travelled through snow and ice over the Brecon Beacons.

“They must have been very skilled and dedicated drivers and the conductor always tried to keep us cheerful as he would know the purpose of the journey was not for pleasure but to visit a sick relative.”

elled on a ■ GW from Neath trav rest Goch Ffo m fro double decker e at to the technical colleg 0s and the Pontardawe in the 195 n so he dow w slo to d driver use rear the on e pol could grab the platform. ll until He wrote: “All went we pole the en wh g rnin mo t one we but it d bbe gra I was slippery.

The driver started to slide down. braked and ror mir his in me saw around ung sw I t tha so ly sudden m. He tfor pla the o ont the pole and re after that!” slowed down a lot mo

■ TRIPS to Caswell Beach on the Number 40 double decker are a fond memory from their early teens for BW of Swansea who wrote about: “Climbing up to the top deck and listening to Radio One’s Top 20 on a small transistor radio.

“We hoped to hear the Number One hit before getting off the bus again outside Lady of Lourdes Church in Townhill. The bus was always full with a very good atmosphere after a long day spent on a beautiful beach.

They were good times!”

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SUMMER 2014

Swansea Bus Museum Volunteer Paul Davies who was one of the conductors on the old classic buses.

to mark centenary HOUSANDS flocked to Swansea Bus Museum for a fascinating trip down memory lane to celebrate the centenary of South West Transport.

The free Family Day featured a fleet of vehicles from First Cymru – SWT’s successor – including the latest eco friendly vehicles.

Scorching hot weather ensured people in their droves attended with buses laid on to ferry people to the event packed to the rafters.

Fifteen state-of-the-art First buses in their latest livery, including express Greyhound coaches and FTR “bendy buses” were on show. First – who sponsored the day – also displayed four of their buses painted in re-creations of the classic liveries of South Wales Transport, United Welsh, Thomas Brothers and Cardiff Express Services.

The nostalgic atmosphere was added to through charity stalls offering models, photos, memorabilia and books. Meanwhile, a 60ft marquee housed fascinating displays produced by First of the history of South Wales Transport, together with ticket machines for people to try their hands at operating.

Several of the old bus routes in Swansea were recreated, including the popular seafront open-top journey to Limeslade – and a drive through the picturesque Gower scenery to the cliffs at Pennard.

Besides the latest modern and vintage First buses there were classic cars and other vehicles, as well as visiting buses from other operators and parts of the UK. To cap things off a centenary programme was produced as a memento of the special occasion, which included timetables of the free bus rides on the day.

T Dylan Penny tries his hand at the wheel of a bus with help from his grandad, retired First Driver Brian Jennings of Neath. Looking on is FTR Host Callum Harries who is based at Ravenhill depot.

FTR Host Daniel Temple, left, gets a few driving tips from First Examiner Mike Thompson during the Family Day event.

Matched funding boosts charities FUNDRAISERS and charities in Wales will be boosted by the launch of the new First Cymru Matched Funding scheme. It means that employees can now claim matched amounts on anything they raise between £50 and £200 – with FirstGroup setting aside £100,000 to pay for it.

The only requirement is that the charity involved be registered with the Charities Commission. To be eligible, employees must already have completed a charitable event or activity.

Employees have three months to register for the scheme and claim money for their charity. To register and claim matched funding, download a form from the First Cymru intranet site or email communityfirst@firstgroup.com

Peter in national top driver finals BRIDGEND Driver Peter Mascall is the new face representing First Cymru at the national Bus Driver of the Year final later this year. The 33-year-old mountain-biking enthusiast who has been with First for six years came second in the Cymru heats.

Swansea Driver Philip Connor and Camarthen-based Martin Sleeman who came first and third respectively are also through. Both drove at the national finals last year with Martin finishing the highest placed Cymru driver. The final takes place the weekend beginning September 13.

Ad space help for campaign Some of the First staff who were guides at the event, left to right, Intern Aled Williams, HR Business Partner Jane Reakes Davies, Marketing Manager Phil Trotter and Publicity Officer Christian Horn. Below right, the centenary logo.

First Cymru Marketing Manager Phil Trotter said: “It was a superb celebration. Thousands turned out and the buses bringing people to the event were full to standing.

“Our sponsorship of the event was very successful and the fleet of old and new buses was certainly a major talking point.

“We would like to say thank you to members of the Swansea Bus Museum for their effort in hosting what turned out to be a very memorable occasion.”

ADVERTISING space worth £3,810 has been donated

by First Cymru to help highlight the Macmillan Cancer Support Not Alone campaign.

Featured on 150 buses, ads target support to an estimated 85,970 people currently living with a diagnosis of cancer in South Wales – a number expected to rise to around 155,160 by 2030.

First Cymru Managing Director Justin Davies said: “We are very proud to support Macmillan and people across South Wales who are affected by cancer.”

SUMMER 2014

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Newly qualified Swansea Driver DAVID CONWAY quit as deputy manager in a DIY superstore after 18 years in retail for life on the buses.

Here, he tells why and talks about his love of Tibet.

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Question

It seemed our lives were intertwined with the buses – the wistful words of 64-year-old First Cymru customer JOY KING from Abergarwed. Here, as part of First Cymru’s centenary celebration of public transport in South Wales, Joy shares her memories of life on the buses in the 60s and 70s.

A bus load of memories E lived in Morriston and every Saturday my grandparents, my mother and myself, as a small child, would go to Swansea on the 77 bus.

In the summertime, we caught the 77 to ‘the slip’ with two fold up chairs, a picnic basket, bucket and spade, towels and a rug to sit on. After a wonderful day playing, eating and paddling in the sea, you had to jostle for a place in the queue to get home.

Often the bus would be full to bursting and the bus conductor would shout “no room for any more now please, no room” which would be met by exclamations from frazzled mums of: “I told ’ew we should ’ave got in the queue earlier mun”.

Other times we would catch the number 40 bus. This was a great adventure, as this bus would only run for the summer season to Caswell Bay. We would also get the 40 back from visiting my grandparents on a Friday. But I wouldn’t want to leave my beloved grandfather and I would stand at the bus stop clutching at my Dat-cu’s trousers and just sob and sob.

By the time the bus arrived, I would be in the top register of

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David pictured during a walking holiday in the Himalayas and, inset, at Swansea depot.

How long have you worked in the bus industry?

Since January 6, 2014.

I quit my last management role for a less stressful life and to get closer to my two little daughters, Erin, four, and Ava, aged three.

What did you want to be when you were growing up?

I wanted to be a policeman but after many years of neglected studies realised I was destined for a life in retail, until now that is. I’m enjoying being a driver, especially the customer interaction.

What are your hobbies and interests?

If you call walking 10-plus miles up and around mountains a hobby and an interest, then the answer would have to be walking 10-plus miles up and around mountains, usually alone.

How else do you relax?

Dreaming about long lost holidays and wondering if I will

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ever get my good looks back whilst listening to music. TV is a no no.

Which people, dead or alive, would you invite to a dinner party and why?

Elvis, because he is just the coolest dude ever, the Dalai Lama to listen to him talk about his life and Tibet and my mum to do the cooking.

What is the most challenging thing you have ever done?

Nine years ago I spent six weeks walking and climbing around the Everest region.

Nepali people are some of the warmest people I’ve met.

Best piece of advice you have ever been given?

My Nan told me when I was very young, to always tell the truth, even if it got me into trouble to do so. I have lived my life with that ethos, together with treating people as I would expect to be treated.

Joy King at a bus stop near her home.

wailing and heaving.

As the bus pulled away I would look back and see my poor grandfather waving his handkerchief and mopping his eyes. I cannot think of the old 40 bus without bringing this to memory.

Years later when I was 15 years old, I started work in Swansea at British Home Stores.

The cost of a ‘weekly’ was 11 shillings and sixpence.

Young people did not have cars back then and the only courting that was done was in the bus stop. In winter girls would huddle in to their boyfriends coats as the wind and rain whipped around the draughty rickety bus shelter.

Marriage and children followed and a new generation struggled on and off buses. When the open backed buses were replaced with automatic doors we could travel in comfort and warmth. It really meant progress.

Now I see bendy buses in Swansea and we have come a long way from the old 77. I use my bus pass when I travel now.

Memories – I have a bus load of them.

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Bus division survey scores are up across the board ESULTS of the Your Voice survey which took place in May and June this year showed improvement in all categories since the last exercise in 2010.

A highlight was that the overall engagement score leapt 14 points to 62 per cent compared with the results from four years ago.

The response rates were lower than the company would have hoped for but the feedback is hugely significant in helping understand what

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has been achieved and areas where improvement is needed.

Summaries are being put together so business units and depots can understand the results and share them with all staff.

Once these results have been communicated, the next step will be to identify plans to improve in areas where necessary, and build on what has already been achieved.

It is clear from feedback received in the survey that the company needs to work much harder to communicate both the results and the corrective action plans put in place.

More work will be done to enable local managers and supervisory teams to engage more positively with staff in some locations and functions.

The company should be in a position to communicate divisional, business unit and depot results within the next few weeks.

Whole country rallies to back First services at Glasgow 2014 FIRST Bus colleagues from around the UK are rallying to the cause to help transport over a million additional visitors around Glasgow during the Commonwealth Games.

Over 1,500 buses (that’s 515 more than usually operate in the city), 300 extra drivers from around the country and 600 sub-contract drivers, all

WE’RE ALL EARS... this little chap helped First ask its employees for their views in the nationwide survey.

Welcome to

Augmented Reality

By downloading a free app to your smartphone or tablet you can bring photographs or graphics to life using the power of a new technology called Augmented Reality (AR). To access bonus content in our publications simply follow the easy 1-2-3 steps:

1

3

2

Download the First UK Bus AR app from the App Store (Apple) or Google Play (Android).

managed by a special operations hub, will provide the services.

First is an official Glasgow 2014 supporter, and everyone with a ticket for a Games event will be able to use it to travel by bus on the day.

UK Bus Managing Director Giles Fearnley said: “First Bus is proud of the services that we provide to customers across our Scottish operations and to play an integral role in the success of Glasgow 2014.” ● Channel First’s latest video will be launched later in July and will feature the Glasgow 2014 Commonwealth Games.

Use the First UK Bus AR app to view it (see below).

Open the app with a simple tap.

Scan the photo or graphic wherever you see this icon.

Point your device at the photo or graphic where you see the AR content logo pictured above – and bring this magazine to life. Double tap for a full-screen image.

Augmented reality services by SUMMER 2014

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Vintage bus named in HE Swansea driver nicknamed Elvis might have retired and left the building but he can’t stay away from buses – especially the vintage open-topper donated on his behalf by FirstGroup to the city’s bus museum.

The Bristol VRT will be named Sir Peter Nedin in his honour – a fitting tribute to his 45-year career and the 1.5 million road miles he clocked up.

Now 68, Peter has kept busy since his last shift for First Cymru in March as he volunteers at the museum three and a half days a week.

He said: “I do a bit of driving, clean the buses and clean parts. I’ve come full circle really because I’m driving the sort of buses that were in service when I started back in 1969.

“The VRT being named after me used to operate on the sea front in Weymouth and for a couple of years to the Mumbles. It’s a tidy vehicle. It just needs an MOT and we plan to take it to shows and on runs. We even treat school children to trips out when they come and visit us.

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A FITTING TRIBUTE: Brilliant Driver Peter Nedin in front of the vintage Bristol VRT named in his honour.

“I really enjoyed my driving career as I’ve loved buses since I was a kid. I didn’t have a single accident the whole time. I do miss my colleagues a bit but I’ve got the museum to keep me going.”

Managing Director Justin Davies said: “It was a sad day for us when Peter left the business. He has been a perfect employee, a brilliant driver and great with all the customers.”

Driver comes to rescue of neighbour

Justin Williams has been nominated for a Silver Dragon Award.

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SWANSEA Driver Justin Williams is in line for a Silver Dragon Award for coming to the rescue of an 81-year-old neighbour who sadly died a few months later.

He smashed his way into Kathleen Bradd’s Morriston home after spotting her collapsed on the kitchen floor. She later wrote a letter to First management commending his actions.

In it she said: “I am writing to express gratitude to one of your employees, Justin Williams. He had seen me lying on the floor and rang for an ambulance as he could see I wasn’t moving.

He was a great comfort to me.”

Justin, a First Driver for around six years, said: “I’d heard that Kathleen had written in. She was a lovely person who didn’t have any family so we used to keep an eye on her.

“The night she collapsed I had a feeling that something was wrong when she didn’t answer the phone. We were just glad we could help her. It’s so sad that she’s died since.”

Swansea Staff Manager Clare Dalton said: “We’re very proud of our staff and the number of thank you letters we get shows how much they care about their customers and about the communities in which they live.”