Delay Repay: Great Eastern Main Line

Andrew Jones Excerpts

Wednesday 30th January 2019 Commons Chamber

[The Parliamentary Under-Secretary of State for Transport (Andrew Jones)]

I congratulate my hon. Friend the Member for Colchester (Will Quince) on securing this debate and on giving us the opportunity to discuss these issues. I thank other hon. Members for their contributions. We have had a very positive debate.

I fully recognise the importance of the rail service to the communities my hon. Friends represent. It is not just a question of access to the beautiful landscapes of north Essex or south Suffolk; the line serves areas of economic growth, where we are seeing innovative businesses, high-tech and state-of-the-art businesses, and growth in life sciences and renewable energy. The great eastern main line plays a significant role in unlocking the economic potential and improving quality of life in the areas my hon. Friends represent.

I also fully acknowledge the passion that rail can generate. As people have said, the constant struggle to know what is happening on a network and the impact of delays on people’s ability to make connections, get to work on time and handle childcare arrangements can be incredibly stressful and frustrating and we should be working flat out to minimise the need for any compensation to be paid at all.

I will address some of the issues raised. Obviously, we have focused today on Delay Repay, as that is the key point of the debate, but I will also touch on the issues of the performance of the network and the new trains that colleagues have raised. On Delay Repay, I recognise that, when things go wrong, we must have some means of appropriate redress. As my hon. Friend the Member for Braintree (James Cleverly) said, people are pragmatic and understand that things can go wrong; they just do not want them to go wrong regularly. Exceptional events we can understand.

These services are critical to how we run our lives. Delay Repay compensation is in place on most of our franchises. In its original form, it offered compensation for delays of 30 minutes or more, but we are improving the scheme by rolling out Delay Repay 15, under which compensation is paid for delays of 15 minutes or more, which will give passengers a better deal. It provides compensation of 25% of the ticket price for delays of 15 minutes or more and of 50% for 30 minutes or more, whatever the cause of the delay or the cancelation and whatever the ticket type.

[James Cartlidge]

The principle underpinning Delay Repay is that people should be compensated for any inconvenience caused, which brings me back to the intervention I made on my hon. Friend the Member for Colchester (Will Quince). Given that a seat is part of a person’s understanding of the contract of their ticket, if they have had to stand for the entire journey, is there not a principle that they should be entitled to recompense?

[Andrew Jones]

It would be very challenging to introduce that extra condition to the compensation structures. We must try to ensure that there are enough seats, but it is hard to guarantee that everyone will have a seat on every occasion. The right to a seat is not actually included in the ticket—the ticket entitles the passenger to ride and to complete the journey, but not to have a seat—although of course we want passengers to have comfortable seats, along with access to wi-fi, power sockets and so forth. I am aware of the issue that my hon. Friend has raised, and I will certainly give it further consideration.

We introduced Delay Repay 15 in Britain’s largest rail franchise, Govia Thameslink, on 11 December 2016, and it was introduced in c2c in February 2018. It is also part of the new South Western and West Midlands franchises, and was introduced most recently in the Northern franchise, last December. It will be a contractual requirement for all other Department for Transport franchises when contracts come up for renewal, so it will become a regular feature of what our rail service looks like up and down the country.

Greater Anglia currently offers Delay Repay 30. We have been actively engaged with the company to secure an affordable and value-for-money scheme for the Delay Repay 15 launch, and the process of agreeing on commercial terms is at an advanced stage. We are not quite there yet, but I can tell Members that I am confident of being able to bring them some news within weeks. I will, of course, ensure that I keep everyone informed of our progress. The Department is doing significant work in liaising with Greater Anglia. The delays in introducing the scheme in franchises are due to the complications involved in changing the nature of the contractual arrangements, and that is the only reason for the delay in this instance.

[Vicky Ford]

I thank my hon. Friend for telling us that he hopes we will be able to hear more news about Delay Repay within weeks. We have talked a great deal about the complaints that are received, and I receive many, but when we do positive things for our commuters, they really appreciate it. On 2 January I received this little message from one of the younger commuters in my constituency:

“I just got my millennial railcard and will be saving…£1,000 this year! All thanks to a Conservative Government!”

The introduction of this compensation scheme will be greatly appreciated.

[Andrew Jones]

As ever, my hon. Friend has made a very wise point. On 2 January, the industry introduced the millenial railcard for those aged up to 30, as well as a railcard for 16 and 17-year-olds. Everyone up to the age of 30 now has access to discounted fares via a railcard. We want to ensure that more people have access to our railway.

There have been a few questions about how the rail operating companies handle compensation claims. The Office of Rail Regulation recently published the figures for delay compensation claims settled within the industry target of 20 working days during rail periods 1 to 7. Greater Anglia achieved 99.7% compliance, which means that passengers are receiving their compensation in a timely manner. Figures published by the Department in October last year showed that Greater Anglia is among the leading train operating companies in terms of its passenger compensation claim rate. The research also showed that Greater Anglia is the most proactive TOC on Twitter, accounting for 72% of tweets.

[Will Quince]

I thank the Minister for giving way again. He is being incredibly generous. May I suggest that one of the reasons why Greater Anglia is so prolific on Twitter is the fact that it has so many rail users who tweet complaints to it, which it has to respond to?

[Andrew Jones]

I do not quite accept that. We can see passenger numbers. We can see when performances fall. Since taking this role 10 weeks ago, I have found my inner train spotter, and I now look at the train performance of franchise operators several times a day. So my hon. Friend’s claim that Greater Anglia is among the worst performers in the country is, I am afraid, not correct.

[Mr Mark Francois (Rayleigh and Wickford) (Con)]

I apologise for joining the debate late; my train was late. More seriously, however, I am pleased to see the Essex posse here in strength this evening, including my hon. Friend the Member for Castle Point (Rebecca Harris) sitting on the Treasury Bench as the Whip, who unfortunately therefore takes the vow of omertà but who I am sure is with us in spirit.

The problem on the Southend Victoria line operated by Greater Anglia is long-running engineering works, which have been running for two years. We have had some good news from Network Rail that they will now end in the spring of 2020 rather than May 2021. My constituents welcome that, but all the time they are still paying over £5,000 for a season ticket from Rayleigh when they can barely use the service at weekends because there are so many bus services. I have asked Greater Anglia repeatedly to give at least a small discount to my constituents, basically to say, “We share your pain,” and I wonder whether the Minister would have any sympathy with long-suffering commuters who pay a great deal of money to Greater Anglia for what is basically essentially a glorified bus service.

[Andrew Jones]

I am always keen to see value delivered, and I recognise that passengers have to endure a degree of inconvenience or worse when the industry is working on maintaining the network. I am not sure whether we could go as far as to say that that should be a part of compensation, because we can see looking ahead increased investment. We are investing more in our railways than any Government in British history. We have to try to do this in a way that inconveniences as few people as possible, but at the same time recognise that the benefits will be profound and we are catching up on historical underinvestment. It is fair to say that Governments of all colours have underinvested in our transport infrastructure, but that is not an accusation that can be made against this one.

[Mr Francois]

I thank the Minister for giving way again; I realise that he is tight for time. We have been hearing from Greater Anglia for several years about these new trains, which are going to be the Concorde of the 21st century on rails, with wi-fi and better seats and all the rest of it. However, we can have the best train in the world, but if it is stuck in the depot because the line is closed because engineering works are going on, it is no good to us. I am just trying to convey to the Minister, who is new in the post but I know personally is an excellent Minister—I say that dead straight—the sense of genuine frustration from my constituents that they pay a lot of money for a line that they cannot use for many days of the year, even if the trains will be the best in the world.

[Andrew Jones]

There is no doubt whatsoever that we do sometimes test the patience of constituents who are enduring delays and constant bus replacement services beyond a pleasant and comfortable level, and the constituents of Rayleigh are well represented by my right hon. Friend.

[Mrs Kemi Badenoch (Saffron Walden) (Con)]

Will the Minister give way?

[Andrew Jones]

I am more than happy to give way; I do not think we are under quite the time pressure that my right hon. Friend the Member for Rayleigh and Wickford (Mr Francois) thinks we are.

[Mrs Badenoch]

I thank the Minister for giving way; he is being exceedingly generous. It would not be right for me to hear about an Adjournment debate on Greater Anglia without talking about the issues in my constituency. While I am not on the great eastern main line, I am on the west, and I cannot help but pick the Minister up on his point about how well it is doing. I want to add my voice to echo my colleagues’ concerns. I get lots of letters from constituents who are dissatisfied. Is there something the Minister can do to look again at these statistics that show how well Greater Anglia is doing, because I think many of us would dispute them?

[Andrew Jones]

I am coming on to the performance of the company, so I will address that point, if I may, in a few moments.

First, let me pick up where we left off on communication, a key point raised by my hon. Friends the Members for Chelmsford (Vicky Ford) and for Braintree. I entirely agree that it is appropriate for the train operating companies to work extra hard to keep passengers informed when things go wrong, or when new services become available. I am not sure that this is a strength of our rail industry as a whole, but I have certainly raised it with the industry. I have talked to most of the TOCs over the past few weeks and have highlighted one thing above all, which is that I want to see a focus on operational excellence to deliver the most punctual network we can. I want them to focus their attention on customers and their communication with customers.

[Stephen McPartland]

I welcome the massive investment that the Government are making in our railways after many years of underinvestment. Does the Minister accept that a lot of the problems on the railways are the responsibility of Network Rail, a state-owned operator, and that local people feel that it is often unaccountable?

[Andrew Jones]

My hon. Friend makes an informed point. About 70% of the delays on our rail network are caused by works by Network Rail rather than by the train operating companies, so it is appropriate that we put the focus where the cause is.

I am not in any way trying to suggest that Greater Anglia is perfect; I am just trying to put this in context. The hon. Member for Ipswich (Sandy Martin) raised a point about the compensation scheme currently in place. Greater Anglia is one of the better rated companies in that regard. Contact and payment details can be stored in passengers’ online accounts so that they do not have to fill in their details each time they make a claim, and delay compensation claims can be made via the Greater Anglia app. The principle of keeping things simple and easy for passengers is absolutely paramount, and I agree with his underlying point on that. We have spent a bit of time talking about Delay Repay, and I want to confirm that that is an absolute priority. Colleagues have asked for my assurance that we will be putting our energy into bringing this over the line as soon as possible, and I am happy to provide that assurance. This is work in progress, and I will ensure that everyone is kept informed of the progress being made.

I want to talk bit about some of the other issues that have been raised. My hon. Friend the Member for Colchester talked about the new trains, and they are indeed coming down the line. I am particularly keen that the current performance of Greater Anglia and Network Rail should continue to improve. Their performance is starting to improve, although there was a difficult autumn period with a mixture of infrastructure faults and train faults—as well as some fatalities; a powerful point was made about the number of suicides on our lines—and that has an impact on people. Every single case is obviously an appalling personal tragedy, and that must be borne in mind in any comments that we make. It is also worth noting that the suicide rate in the UK is at a 30-year low. We have seen a fall in the suicide rate on the railways in the past year or so, but it has not been so marked as across the country as a whole.

We have a secure station scheme, which involves an accreditation run through the British Transport police. It has been running for 20 years, and it was refreshed last year to include measures to combat suicide and self-harm. I would be keen to hear from colleagues of any problem areas on the rail network, because I am keen that we should do all we can to help in this regard. That is why we have renewed the secure station scheme to include training and to focus on trying to minimise suicide and self-harm. This is an important point. It is not just about the delays, obviously; it is also about the practical nature of dealing with the intense personal tragedies involved in each case.

[Sandy Martin]

I believe in giving praise where it is due, and in this particular case I believe that we should give praise to Greater Anglia for the project that it is running—I believe in conjunction with Mind—to help staff to deal with these problems and to reduce the number of suicides on the railways. I really hope that that scheme will be successful as well.

[Andrew Jones]

That is an important point well made. Up and down the country, we see TOCs partner with either public bodies or, as in this case, successful and important charities. The British Transport Police and the secure station scheme work with the Railway Children and the Samaritans, for example, and such partnerships can make and are making a difference.

I mentioned that performance has been mixed over the autumn period, but it is starting to improve. Looking at the public performance measures, Greater Anglia’s PPM for the period ending 5 January was 89.7%, which should be compared with the target in the franchise agreement of 88.7%. However, we want to go even further. We want all passengers on our network to receive the best possible service.

[Giles Watling]

We are at the end of the line down in Clacton and Walton-on-the-Naze, and it feels like the further away a place is, the more it gets ignored. Will the Minister please give some reassurance to my commuters that their train times will improve?

[Andrew Jones]

I can absolutely confirm to my hon. Friend that trains cannot go beyond the end of the line, because it then gets very wet. However, there is no way that different parts of the network are being treated disproportionately. There is an even approach, and everybody is entitled to a good service. That is what we are working towards. The Department’s work with the train operating company looks at performance as a whole, not individual parts, so I assure my hon. Friend that his concerns are being addressed.

I was talking about how we want to go further. The target is to have over 92% of trains arriving on time by the end of the franchise. Together with Network Rail, the train operating company needs to manage day-to-day performance and ensure that passengers see performance improve. It is my priority to see our trains provide an excellent service that delivers a network upon which commuters and passengers can rely every day.

Many colleagues have mentioned new trains. Greater Anglia has a great initiative, but it is part of a bigger scheme right across the country. Some 7,000 new carriages will be entering service on our network over the next two years, and the change is comparable to the UK’s move from diesel to steam. It is that kind of scale of development. The new trains will deliver significant improvements for passengers. In Greater Anglia’s case, the entire fleet of trains will be replaced, with over 1,000 new carriages on order. They are being built by Stadler and Bombardier, with manufacturing and construction well underway. The first five of the new Stadler trains have been delivered to Norwich Crown Point depot, where they are undergoing testing and acceptance processes.

We expect that the new trains will start to be rolled out across the network from the middle of this year, with the full roll-out completed by the end of 2020. These state-of-the-art trains will provide many more seats for busy services, which relates to points raised by my hon. Friend the Member for South Suffolk (James Cartlidge) and the hon. Member for Coventry South (Mr Cunningham). The new trains will be more efficient, accelerate faster and have much better customer information. They will also provide a much-improved on-board environment with wi-fi, air conditioning and power sockets, which goes back to the contribution from my hon. Friend the Member for Braintree .

I want to inform the House that Greater Anglia has a franchise commitment to deliver two direct trains each weekday between Liverpool Street and Norwich in 90 minutes and two direct trains each weekday between Liverpool Street and Ipswich in 60 minutes. Those new services follow long-standing campaigns from both sides of the House, and they will commence in May. Since the start of the franchise, Greater Anglia has invested over £100 million at stations and depots and in ticketing initiatives. Major station upgrades have been completed at Norwich, Ipswich, Cambridge and Chelmsford, but I will have to take away the point made by my hon. Friend the Member for Chelmsford about the second railway station there. I will need to do a bit of research to provide the exact up-to-date position, but I will write to her with that information. I recognise the point about two for one and the passing loop, which has improved resilience across the entire network.

[Vicky Ford]

I thank the Minister so much for saying that he will do some up-to-date research. Will he also arrange to meet me to discuss the issue?

[Andrew Jones]

I would be delighted. We will get that in the diary rapidly.

Let me give the House a degree of context, because the Government are continuing record levels of spending. The budget for control period 6, which is the next period of rail investment funding starting in April 2019 and running through to 2024, is around £48 billion, the largest in British history. We are delivering the biggest rail modernisation programme in over a century, which means faster journeys, longer trains, longer platforms and more seats for passengers. We use giant numbers in the rail sector, but it comes down to what we are delivering for the rail journeys that our constituents make every day.

I am aware of the renewal work as part of the upgrade, and I recognise that it is not possible to work on the railways without causing some degree of inconvenience, but it is all about improving the reliability of our network. In the past we saw a bias towards enhancements, new services and new infrastructure, rather than maintenance. That will change in control period 6, with a bias back towards maintaining the network to reduce things such as speed restrictions and to make services more reliable by unscrambling some of our rather ancient Victorian infrastructure.

The national rail passenger survey results have been mentioned, and they were published yesterday. Overall satisfaction with Greater Anglia has dropped by eight percentage points, compared with the same period last year, to 73%, and no company would want to go backwards. The most significant falls in satisfaction, compared with last year, are on: punctuality, down 10 percentage points; the helpfulness and attitude of staff, down nine percentage points; and connections with other services, down nine percentage points. That decline in satisfaction is disappointing, and it is for Greater Anglia to work closely with Network Rail to improve its performance and to deliver the service and punctuality its customers expect. I include communication improvements within that, as that has been mentioned by colleagues. I will be holding Greater Anglia to account for delivering it.

The Government set the maximum amount by which regulated fares can rise, and train operators can choose to raise their fares by a lower amount. There is no requirement for rail operators always to raise by the maximum. This year we have capped regulated fare rises in line with inflation for the sixth year running.

[Mr Francois]

I am grateful to the Minister for squeezing me in. He may be aware that Greater Anglia went right to the top of the cap by imposing an increase, from memory, of 3.1%, whereas c2c, which runs the line along the Thames coast, went for only 2.5%, or thereabouts. A lot of commuters on Greater Anglia, who have all the issues that I will not repeat, are particularly put out by the fact that Greater Anglia basically charged the full whack, whereas c2c, which runs one of the most efficient and effective services in the country, felt that it did not need to do so. Does it seem equitable that the people running the better, more punctual service had a lower increase and the people running the worse service went the whole way?

[Andrew Jones]

It is difficult to comment on that, because each individual company sets its own fares. Frankly, I want to see, as we all want to see, people retain more of their own money, which is why, from a broader Government perspective, we have had the increase in the personal allowance and the fuel duty freeze and why, from a rail industry perspective, we are in the sixth year of regulated fares. I want us to have lower fares all round, although I recognise that 98% of the money that comes in via the farebox is automatically reinvested in the network, so the farebox is a critical part of delivering the upgrades that we seek for passengers.

[Mr Francois]

There is a strong rumour among commuters in my constituency that Greater Anglia borrowed the money for the new trains in the City at something like 8% interest. If that is true, given current interest rates, it would be completely financially incompetent, and I can only imagine that Greater Anglia’s finance director was educated at the shadow Home Secretary’s school of mathematics. Is that true?

[Andrew Jones]

I do not know the commercial terms of that particular arrangement. These are private matters. The particular school to which my hon. Friend refers is, I think, mercifully not that full of students.

[Mr Deputy Speaker (Sir Lindsay Hoyle)]

Order. I think we are being good natured and ought not to be tempted to start scoring political points on what is an important matter to Members’ constituents. I am sure the Minister got the point but did not want to answer it.

[Sandy Martin]

Will the Minister accept that although the regulated fares have gone up by something approaching 3%, there were unregulated fares that went up by very much more than that? Can he explain why, for instance, the Anglia rover ticket went up by something approaching 30%?

[Andrew Jones]

I am afraid we will have to take up that individual question with the rail operating company. The position we are taking is that we impose the cap on regulated fares, where customers do not have a choice, so that they do not become the victims of insufficient market choice. That is how the system was created and that is why we have run it for six years in a row.

We have been talking about how we can take cost out. As we look into rail inflation, we recognise the need to move away from RPI towards CPI. The Secretary of State has discussed this with rail operating companies and written to the rail trade unions to ask for their understanding and co-operation. I have also discussed the issue with the rail trade unions when I have met them, although we have not yet made quite the progress that I was hoping for.

One thing highlighted has been the nature of value, not just the absolute price. The point about value is well made, because it is a question of the absolute price for the goods and services received. I hope we will be able to demonstrate significantly greater value as some of the benefits of the investment come through. We will see those benefits in more reliable journeys, greater resilience in the network and, in particular, the new rolling stock.

I appreciate that passengers across the region, including Colchester, have not always had the service that they deserve. The maintenance of a high standard of customer service performance is the absolute priority, but I recognise that when things go wrong, passengers should receive the appropriate level of compensation. The focus of our discussions with Greater Anglia are to ensure that the key criteria we have been talking about today are satisfied and delivered, and that we reach agreement to implement Delay Repay 15. My commitment to the House is that I will focus on this over the next few weeks.

With the record level funding on our network services and new rolling stock being rolled out this year by Great Anglia, I am optimistic about anticipated improvements for constituents in Colchester and right across East Anglia.

I hope that, in a year’s time, passengers across Colchester, and right across the east of England, will see the very real benefits of the investment that matches our railway vision—

[Will Quince]

rose—

[Andrew Jones]

I had just one word left to go.

[Mr Deputy Speaker (Sir Lindsay Hoyle)]

Order. I can help the Minister. He did not have to give way. Come on, Will Quince.

[Will Quince]

Thank you, Mr Deputy Speaker. I was actually rising to thank the Minister for being so generous in taking so many interventions during this debate.

[Andrew Jones]

That is extremely kind of my hon. Friend. I have to say that I want to make absolutely sure—

[Mr Deputy Speaker]

One word.

[Andrew Jones]

I want to make absolutely sure that I answer colleagues’ concerns wherever I can and keep colleagues posted. Do you want to hear a bit more about rail investment in East Anglia, Mr Deputy Speaker? [Interruption.] Well, that may have to wait for another time.

We have had a very good debate on the issues today. I just want to make sure that colleagues do not leave the House feeling that we are not bold in our ambitions. We have a plan to deliver the services that they want and expect for the constituents that they serve.

[Mr Deputy Speaker]

I have just one quick question for the Minister. Did you get an apology from the hon. Member for Strangford (Jim Shannon)? We have missed him tonight.

Question put and agreed to.