[Part of my complete update ... reposted here for comment]

2. The Department for Transport are now looking very seriously at improving the service - I spent well over an hour on the phone with one of the top civil servants, and I understand that he and several colleagues have had further long meetings with the local transport authority.  The answer that *I* got (and the concensus) is no longer to tell me that the current service is appropriate, but to acknowledge that it's not working and needs major positive amendment.