East Coast Main Line Call Centre

Lord Beamish Excerpts

Thursday 19th May 2011 Commons Chamber

[Mr Kevan Jones (North Durham) (Lab)]

My hon. Friend says that the company is supported by taxpayers, but does he agree that it has also been supported under GNER and now as a state-owned company by many people in the north-east who have loyally given their custom to the railway? Does he think that because of these moves they should perhaps consider alternative forms of travel?

[Ian Mearns]

I am grateful to my hon. Friend for that comment. I have been in discussions with people from East Coast about a range of problems on the east coast main line service. Normally, by this time on a Thursday evening, we are travelling on the east coast main line on our way home. We are very familiar with the levels of service and the investment—

[Mr Jones]

And with how bad it’s got.

[Ian Mearns]

Exactly—and with how bad it has become.

Next week will see the implementation of a new timetable, but it will also see the downgrading of a number of services that East Coast has been supporting. People in the north-east are asking why we should support East Coast when there might well be better alternatives for travel across the country. That is not good from an environmental perspective.

[Ian Mearns]

My hon. Friend is absolutely right. The call centre at Baron house has provided an excellent level of customer service. Nationally, people regard the north-eastern accent as reliable—

[Mr Jones]

Trustworthy, too.

[Ian Mearns]

The accent is regarded as reliable and trustworthy when it comes to providing call centre services, and that is why the north-east has become a centre for call centre operations. Conversely, it is sad to reflect that unfortunately British customers are averse to call centres based offshore.

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[The Minister of State, Department for Transport (Mrs Theresa Villiers)]

I congratulate the hon. Member for Gateshead (Ian Mearns) on securing the debate and on his speech. I completely understand the concerns of those working at the Baron house call centre. It is clear that job losses are a very harsh blow to the people concerned. That is one of the reasons why the coalition Government are working so hard to try to create the right conditions for growth and the creation of new jobs.

[Mr Kevan Jones]

In the north-east?

[Mrs Villiers]

Absolutely, in the north-east and right across the country.

Before responding to the hon. Member’s questions, I must first clarify and reiterate the relationship between the Government and the east coast main line operator. East Coast Main Line Ltd is wholly owned by Directly Operated Railways Ltd, which is, as he pointed out, owned by the Government. East Coast and DOR are companies registered under the Companies Act and operate in accordance with their own articles of association and governance. This provides a framework for the operation of the franchise as a free-standing entity in readiness for the return of the franchise to the private sector, a return that was envisaged by the previous Government as well as the current one.

[Mrs Villiers]

I will explain the relationship between East Coast and the Secretary of State. The aim is for that relationship to replicate the arrangements for franchises elsewhere on the network in order to ensure that the principles of private sector operation are embraced and maintained. The reason for that approach is so that the Secretary of State is able to protect the value of the franchise and the taxpayer gets value for money when the franchise returns to the private sector.

If the Department or my right hon. Friend the Secretary of State were to start intervening in the way the operator runs East Coast, for example by overturning decisions based on commercial considerations, they might well have to answer for their decisions in front of the Public Accounts Committee. I am afraid that we do not believe it a viable option to intervene on the basis of political or non-commercial considerations, even if the Secretary of State were minded to do so.

[Mr Kevan Jones]

On the threat that the Public Accounts Committee is going to question what the Minister does, may I just say as a former Minister that it can question anything a Minister does? So, that argument is a complete nonsense.

[Mrs Villiers]

The Secretary of State is under a duty to safeguard the assets vested in the Department for Transport. The East Coast operation happens to be one of those assets, so it would be irresponsible to intervene and overturn the operator’s commercial decisions.

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[Mrs Villiers]

The people best placed to make the decision about what is best for the East Coast operation are the specialist practitioners who run East Coast Ltd, not Ministers, not Members. Those practitioners are the best people to make the best decision about what is in the interests of fare payers and taxpayers. East Coast is confident that the new arrangements will deliver better services for passengers and far better value for money.

[Mr Kevan Jones]

Will the Minister give way?

[Mrs Villiers]

As I will outline, should I get the opportunity, the options were fully explored in relation to continuing the relationship between the Baron house call centre and the East Coast operation, but it was found not to be viable in terms of value for money. If East Coast were to ignore value-for-money considerations, not only would the taxpayer suffer, but the fare payer would as well.

[Mr Jones]

Has the right hon. Lady, as a Minister, looked at the case in detail, taking into account not only the value for money for East Coast, but the cost to the taxpayer in terms of redundancy payments directly from the company and the unemployment benefit that will have to be paid in the north-east of England? Has she actually looked at the case in detail?

[Mrs Villiers]

I can assure the hon. Gentleman that East Coast has looked in detail at the viable option for the operation of the franchise.

[Mr Jones]

But have you?

Oral Answers to Questions

Lord Beamish Excerpts

Thursday 5th May 2011 Commons Chamber

[Mr Hammond]

I understand the hon. Gentleman’s point, and our intention is to maintain services while creating sufficient flexibility at the margin to allow franchisees to operate their businesses in a way that makes them more efficient. That is a complex balancing act. Nobody wants train services to be reduced as a consequence, but if we are absolutely prescriptive about the timetable, down to officials detailing the precise time of every train stop at every station, the scope for improving the efficiency of our railways will be severely limited. It is a balancing act, and we are determined to get it right.

[Mr Kevan Jones (North Durham) (Lab)]

Is not the point, certainly on intercity franchises, that the concentration is on improving journey times for long distances, which has an adverse effect on small commutes, for example from Chester-le-Street in my constituency to central Newcastle, which is only a 10-minute commute, but is a well-used service? As a result of the way in which franchises are structured, fewer trains are stopping to carry commuters on that vital route.

[Mr Hammond]

The hon. Gentleman is right. We need to get the balance right between long-distance intercity services, where stops disadvantage long-distance travellers, and short-range commuter services. In many cases, it is not appropriate for long-distance intercity trains to have a service pattern that is organised around the local commuter travelling pattern. We need local commuter trains to deliver that.

These are complex issues. Our view is that train operators are best placed to deliver services to their users in a system that incentivises them to deliver the services that passengers want. That system has not existed hitherto under the revenue-sharing arrangements in which the Government collect most of the additional revenue taken at the fare box by the train operator. Putting those incentives back in place will deliver better services and greater efficiency.

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[Lynne Featherstone]

I thank the hon. Gentleman for highlighting the importance of getting that message out. I am happy to talk with the Metropolitan police, as there is indeed a great deal of under-reporting. There are certain sectors that lack knowledge or understanding of how or where to make reports. The police have set up a website called True Vision—just google “hate crime” and “how to report”—because the internet makes hate crime much easier to report where there is that lack of accessibility.

[Mr Kevan Jones (North Durham) (Lab)]

2. What recent steps she has taken to advance equality for people with disabilities; and if she will make a statement.

[The Parliamentary Under-Secretary of State for Work and Pensions (Maria Miller)]

Most of the Equality Act 2010 came into force last October. It contains additional protections for disabled people, providing a strong framework for equality. However, this issue is not just about legislation; it is about improving attitudes too. We are addressing it through, for example, our work on the 2012 games legacy commitment, the introduction of the right to control and proposals for additional support for disabled people who want to take up elected office, as well as by removing the barriers that disabled people, including veterans, face in accessing the services and support that they need.

[Mr Jones]

The hon. Lady will therefore be aware of the disabilities faced by many veterans, both young and old. Can she tell the House what discussions she has had with the veterans Minister about ensuring that those brave men and women are not put at any disadvantage because of disabilities that are the result of their service to this country?

Inter-city Express Programme

Lord Beamish Excerpts

Wednesday 15th September 2010 Westminster Hall

[Mrs Villiers]

My hon. Friend’s intervention is timely, as I am just about to come to that point. As he rightly says, Sir Andrew did make some points about the possible alternatives to the current IEP proposition.

In response to Sir Andrew Foster’s report, my right hon. Friend the Secretary of State for Transport announced that the Government would use the period up to the spending review to give further consideration to the future of the IEP. In accordance with Sir Andrew’s recommendations, the Government are reviewing all the credible options in light of value for money, affordability and their compatibility with the plans for further rail electrification. That means careful consideration of how the IEP proposal could be reduced in cost, and evaluating alternative ways of addressing the problem that the IEP was designed initially to solve—that is, how to address the problems surrounding the ageing high-speed train fleet. As my hon. Friend points out, the alternatives include the possibility of refurbishing and extending the life of the existing InterCity 125 rolling stock. In that regard, compliance with disability deadlines will be an important factor to bear in mind in the assessment.

[Mr Kevan Jones (North Durham) (Lab)]

Is the right hon. Lady suggesting that the north-east should once again get second best, while the constituency of the hon. Member for Crewe and Nantwich (Mr Timpson) is, I think, served by a line with brand new trains?

[Mrs Villiers]

I am saying that we have to carry out a very careful assessment of what the right outcome is for this programme, and what the right way is to address the problem of the ageing InterCity 125 fleet. That is what the Government are doing at the moment.