Report: driver dissatisfaction with roadside facilities deepens

Independent watchdog Transport Focus has released a new report detailing the results of its latest Lorry Drivers’ Facilities Survey, which charts drivers’ satisfaction with the quality of available roadside facilities.

The second annual survey found that 62 per cent of drivers expressed dissatisfaction with the quality of available sites in the UK, and that 61 per cent were unhappy with the number of suitable stopping locations.

Worryingly, these figures have increased since the previous year’s survey, in which 49 per cent were found to be dissatisfied with the quality of sites and 49 per cent with the quantity.

Transport Focus, which is a non-departmental public body sponsored by the Department for Transport, said it was worth bearing in mind that its three-year research programme has coincided with significant investment in improving facilities through DfT’s matched funding schemes. Timing for the fieldwork period for the latest 2024/25 survey meant that many sites which had already received commitments for investment were still implementing improvements, meaning drivers would not yet have noticed change.

In addition it highlighted some evidence in the new survey that improvements had been noticed, with 72 respondents commenting on enhancements to toilets and/or showers, and 56 more noting general improvements.

Nonetheless, the report said, the latest dissatisfaction figures suggested that “concerns are deepening rather than improving”.

Drivers consistently identified four priority areas for improvement, Transport Focus said – namely, parking capacity to meet demand, safety and security for drivers and their vehicles, improved and consistent quality of services, and a welcoming environment.

But the report found that many facilities were continuing to operate at or near full capacity “with expansion often constrained by land availability, planning restrictions, or funding limitations”. Problems could be exacerbated by temporary reductions in capacity due to infrastructure works, with surface quality and drainage remaining “persistent challenges”.

“In response, operators are exploring innovative approaches to improve capacity and efficiency,” said the report.

“For example, Extra uses dynamic parking arrangements at many of its service areas, reallocating underused spaces during quieter traffic periods to accommodate more lorries. At certain sites, this approach can double HGV parking capacity without requiring permanent infrastructure changes, improving convenience and safety for drivers while making efficient use of available space.”

To increase security, operators have been implementing a range of measures, such as enhanced surveillance systems, night patrols and gated access.

“Increasingly, advanced technologies such as thermal imaging and AI monitoring are being deployed at some high-risk sites to improve detection and response capabilities,” said the report.

“These developments aim to create safer environments for drivers, reduce crime impact, and support long-term improvements in site management and driver welfare.”

But structural limitations – for example, the need for multiple points of entry and exit at motorway service areas – could hinder the ability to fully enclose sites, thereby reducing physical deterrents’ effectiveness.

“While investment in infrastructure is happening, it does not always result in the visible deterrents that drivers tend to value most, such as improved lighting, and regular patrols,” the report found.

The need for high quality food at affordable prices was also identified, with some operators introducing targeted initiatives for truck drivers such as meal deals to improve choice and affordability.

Site improvements had included refurbishment of shower and toilet facilities and the addition of facilities like gyms and driver lounges.

Concluding, the report said: “While targeted investments and innovations are making a difference at select locations, the overall experience for drivers remains inconsistent. This is a source of frustration for drivers and negatively affects perceptions of the network as a whole.

“Encouragingly, our engagement with operators has revealed promising examples of good practice, from dynamic parking solutions to tailored meal deals and upgraded amenities. However, persistent challenges remain, particularly around consistency, visibility of improvements, and the pace of change.

“Looking ahead, Transport Focus will continue to work with industry partners to drive progress. Our next phase includes monitoring the delivery of the 12-month action plan, sharing updates on stakeholder commitments, and deepening our understanding of driver needs through ongoing research.”

Commenting on the report, Richard Smith, managing director of the Road Haulage Association (RHA), said the survey was “a timely warning against complacency and inertia” that everyone should heed.

“More safe and secure parking remains one of our key priorities, and we’ve made some headway over the last couple of years through campaigning for government funding and planning reform,” said Mr Smith.

“Yet, perception and lived experience are king, and by that measure this survey tells us we’re losing ground.

“The connection between security and driver wellbeing couldn’t be clearer: nine out of ten truckers who rated security as good said they could rest properly, while six out of ten who saw security as poor said they couldn’t.

“This insight comes as freight crime continues to plague our industry, with the value of goods stolen from lorries soaring by nearly two-thirds in 2024 to £111.5 million. The more truckers forced to park in unsecured locations – including some poorly appointed lorry parks – the more opportunities for organised crime gangs to target them. Simple equation.”

He emphasised the need to prioritise driver wellbeing, adding that truckers deserve both to feel, and to be, safe out on the road.

“No one should go to work fearing they could be robbed or worse. Having access to decent toilets, showers and food choices when they pitch up for the night shouldn’t be too much to ask either. Yet as this report reminds us, there’s a long way to go.

“We must also acknowledge the impact poor facilities have cumulatively as we face a huge recruitment and retention challenge. Worryingly, around 100,000 working-age lorry drivers have allowed their Driver Qualification Card (DQC) to lapse in the last year – that’s one in six – and not enough people are coming in behind them.

“We warned in February that we need 40,000 new lorry drivers a year for the next five years to meet demand. Last month we revised that figure up to 60,000 as the challenge to get more people behind the wheel increases.”

Mr Smith highlighted a separate report published yesterday by the RHA and co-authored with Women in Transport, which examines generational expectations about the workplace and career paths.

“The headline is that the industry needs to adapt – and quickly – to better match people’s aspirations amid these challenges, which is why we issued a number of concrete recommendations businesses can take to make themselves more attractive to would-be recruits.

“Poor driver facilities are part of that problem, and something government, industry and others must solve together. There’s been progress, but the pace of change isn’t fast enough.

“Reluctant local authorities still drag their heels on giving the green light to new facilities as planning red tape continues to frustrate developers, while thousands of lorry drivers will have nowhere safe and secure to sleep tonight.”

Also responding to the report, Logistics UK’s head of road freight and English regions policy Maddi Solloway-Price said that the survey had reinforced “everything Logistics UK has been highlighting regarding driver facilities”: namely, “a shortage of safe, high-quality rest facilities is contributing to poor health, rising freight crime and increasing difficulties in recruiting and retaining drivers across the logistics sector”.

She continued: “There are many fantastic truck stops already operating, and we are starting to see more investment, which is a move in the right direction. However, more still needs to be done, and fast, if we are to address long term dissatisfaction among drivers and attract new talent to the industry. There needs to be a change in attitudes towards HGV drivers: improving driver facilities is about more than infrastructure – it’s about valuing the skilled professionals who keep Britain moving and account for 18.4% of the £170 billion the logistics sector contributes each year to the UK economy.

“We are calling for a national review of the availability of rest facilities for logistics workers, and for truck stops to be incorporated into planning frameworks. In addition, there needs to be a specific crime code introduced for freight crime to enable better data collection and appropriate sentencing. Those driving freight around the country, and further afield, must have access to the same hygiene and rest facilities afforded to those who work in offices, shops and factories – to expect them to be unable to access safe, clean and secure places to rest and eat during and at the end of a working day is unacceptable.”

Transport Focus’s report can be found at its website.