Railway Stations in Cumbria: Staffing Changes

(Limited Text - Ministerial Extracts only)

Wednesday 18th October 2023 Westminster Hall

[The Minister of State, Department for Transport (Huw Merriman)]

It is a pleasure to serve under your chairship, Ms McDonagh. I thank the hon. Member for Westmorland and Lonsdale (Tim Farron) for securing this important debate on staffing changes and ticket offices in his constituency. I know from a chance meeting with him in his constituency that he works hard for his constituents. I was walking in the Lake district and stumbled across a “Meet your MP” sign—and there he was, so we turned it into “Meet your MP and someone else’s MP.” I thank him for his kind words at the opening of the debate.

Together with the rail industry, we want to improve and modernise the experience for passengers by moving staff out from behind the ticket office screens to provide more help and advice in customer-focused roles. There are currently about 980 Department for Transport-regulated ticket offices for stations managed by the Department for Transport-contracted operators; 43% of them currently do not have any ticket office facility. People are still able to use those stations to access trains.

There has been a huge shift in the way passengers purchase tickets at railway stations: about one in every 10 transactions in 2022-23 took place in a ticket office, down from about one in three 10 years ago. Despite that, our stations have hardly changed in the past 10 years, which means that staff are constrained to work in ticket offices although they could serve passengers better on station platforms and concourses, where all the passengers could be served.

I am pleased that the rail industry launched consultations on the future of ticket offices under the ticketing and settlement agreement process, which gave the public and stakeholders an opportunity to scrutinise the train operating companies’ proposals to ensure that they work in the best possible way for passengers. The consultations, which ended on 1 September, yielded more than 680,000 responses. We are now in a period in which the independent passenger bodies, which comprise Transport Focus and London TravelWatch, are engaging with the train operators on the basis of the consultation responses that they have received and the criteria that they have set out.

I expect train operators to work collaboratively with the passenger bodies in the remaining weeks, to respond to the concerns raised and to define their proposals accordingly. Where agreement cannot be reached between the operators and the passenger bodies, individual cases may be referred to the Secretary of State for Transport for a decision. At that point, he will look to the Secretary of State’s ticketing and settlement agreement ticket office guidance. The TSA guidance is clear that a wide range of factors should be considered, including the impact of proposals on customer support, security at stations, modernised retail practices such as the availability of pay-as-you-go ticketing, and support for passengers with disabilities, accessibility or other equalities-related needs.

It remains important that we reform the railway to enable staff to provide a more flexible, agile and personal service, creating the modern experience that people expect. We should also look for ways to ensure value for money for the UK taxpayer. I know from listening to constituents and parliamentarians that there is indeed interest in what will happen to ticket office staff, should there be any changes. Indeed, as part of my visit across the railway over the summer, I visited Appleby station in the constituency of the hon. Member for Westmorland and Lonsdale, as he said.

The changes are about modernising the passenger experience by moving expert ticket office staff to be more visible and accessible around the station. As only 10% of tickets are sold across the ticket office counter, that means that most passengers are not in contact with ticket office staff. The idea is to take the member of staff on to the platform or concourse to help the passengers where they need it. That includes purchasing tickets via a ticket machine or online.

As the hon. Member mentioned, I reiterated at the last Westminster Hall debate, which was secured by my hon. Friend the Member for West Dorset (Chris Loder), that—crucially—the Secretary of State and I have been clear that our expectation is that no currently staffed stations will be unstaffed as a result of the reform, with staff still there to provide assistance and additional support for those who need and want it. That includes advice on tickets and assistance in buying them. I also reiterated that I do not expect a material reduction in the number of hours where ticketing expertise is available at stations in the manner that some have described and that the hon. Member for Westmorland and Lonsdale set out for the stations in his own constituency. I expect that by the end of the consultation process, there will be a differing design. When we talk about redeployment, it is important to note that the volume of hours should be similar to what we currently have. He will no doubt make note of those words.

Should ticket offices close following the process, we would expect staff to be redeployed and multi-skilled to provide advice and assistance across stations. Exact arrangements will vary operator by operator and will be the subject of collective bargaining with the trade unions. It is vital that our railway is accessible to all, and I have engaged directly with accessibility groups and will continue to do so. Alongside that, train operators are required to take into account the adequacy of the proposed alternatives in relation to the needs of passengers who are disabled, and to include that in the notice of the proposals sent to other operators and passenger groups. Operators had prepared equality impact assessments, and they were available on their websites during the consultation.

The Office of Rail and Road’s latest annual consumer report highlights that Passenger Assist booking has significantly increased since last year and that disabled people have returned to the railway largely in line with overall trends. For that reason, I firmly believe that the proposal to bring staff out from behind glass screens, to help the increased number of people who need assistance from the platform on to trains, is a step in the right direction in terms of the multi-skilling roles that I have described.

I reiterate that by bringing station staff out from behind the ticket office screen, we envisage an improved and modernised experience for passengers using the railways. It is vital that we bring forward reforms through considering changes in passenger behaviour, involving technologies and ensuring value for money for the taxpayer, while ensuring that assistance and support continue for those who require it most. I look forward to the process continuing in the design stage that I have described.

Question put and agreed to.