Got called out today with 2 Service Users and ended up taking them out on one of our works vehicles (Citroen Relay Minibus). Anyway, I had a few errands to run so did them then decided to catch up with my Service Users over some lunch so we stopped at a pub. Problem is, both of them are in wheelchairs and so require a tail-lift to get them on and off the minibus (consequently their wheelchairs get strapped into the bus with ratchet straps and trackers).

Anyway, an issue with the lift meant it deployed but then wouldn't go up and down meaning they couldn't get off and I couldn't stow the lift to close the back doors - bit of an issue really, so on consulting our On-Call manager I was advised not to touch it (for insurance purposes in case there was any problems with it following me tinkering) and instead call the AA. No problems, I did this - at 5.30pm. The bus was undriveable at this point as the tail-lift was scraping the floor!

AA due to 6.05pm. They rang me to advise of a delay and would now be turning up at 7.20pm, not a problem as the radio had said there had been a major accident blocking the main route to where I was so I gave them the benefit of the doubt. Then I had another phone call, to say they were further delayed, until 8.25pm (the accident had been cleared by this point and it was literally ten minutes away, not 1hr+. At this point I contacted our On-Call again to get another vehicle to us to take my Service Users (2 adults with severe Learning Disabilities) back home as it was starting to get cold and they were getting uncomfortable. After forcing the lift to work manually we got them transferred to another vehicle at 7.50pm and I settled in to wait for the AA. A further phone call said they were delayed AGAIN and would not be there until 9.10pm.

Absolutely appalled at their service bearing in mind we had PRIORITY due to having 2 vulnerable adults on board. Regardless of whether I was allowed to touch the tail-lift or not I did a temporary repair (manually stowing it then securing it with wheelchair ratchet straps) before solving the problem once I was back at work and had tools from my car available. The AA got told not to bother and they cheeky gets even asked if the service had been adequate today!

Rant Over