Thameslink

Anne Main Excerpts

Wednesday 19th July 2017 Westminster Hall

[Mrs Anne Main (St Albans) (Con)]

I beg to move,

That this House has considered Thameslink passenger services.

A recent customer satisfaction survey on commuter trains by Which? ranked Thameslink third from bottom. Thameslink registered an approval rating of just 32%; it was ranked above only the beleaguered Southern and Southeastern. I want to make the Minister aware of that passenger dissatisfaction today and suggest some improvements.

My constituents report cancellations and delays almost every day on the network. Over the last twelve months, trains have been plagued with technical problems. One constituent told me that last year alone he counted 15 broken-down trains on his journeys, including two on the same day, 14 August. Cancellations are often made at short notice. They cause later trains to be extremely busy, which makes it difficult for passengers to get on or off, giving rise to what have been called cattle-truck conditions and meaning that trains often cannot stop at their planned stations. Constituents tell me that on a bad day, which is not unusual, it takes them about two hours to get from London to St Albans, despite the 19 to 22 minutes timetabled for peak-time journeys. I have been told of constituents who have given up their jobs because they cannot afford the extra childcare—some nurseries charge an extra £50 per hour’s delay—or are unable to see their children in the evening. Many are consistently late for work despite leaving home earlier and earlier.

The Train Suffragettes are 500 mostly female parents in my constituency who were so fed up with the poor service they receive that they set up a group to show their collective unhappiness. They have shared with me their terrible experiences trying to balance work in London with family life in St Albans. They have missed school plays and parents’ meetings and rarely get to put their children to bed. Persistent delays have driven many of them to quit their jobs, and some have even moved away from the Thameslink line altogether. One mum told me:

“After calling in favours too many times from too many people and being late for nursery pick-ups three times in one week alone (once where I was actually stuck on the train for an hour with no phone signal and so unable to call anyone at the nursery), I quit my job in the city in October. Financially a difficult decision but I’d had a skinful of the stress of the commute, wondering if my train home would be on time or if I would have to sprint from the office to get the earlier train, which was often cancelled too.”

A lot of technical problems have been reported with the new Siemens 700 trains, mainly with electrics, software and heating. The doors often fail to open, especially at St Pancras, because they are now controlled by the driver; one day a train sat at the station for about 20 minutes because the driver could not open the doors. I know that Thameslink is aware of those problems. There has been some welcome recent progress, including an increase in Govia Thameslink’s public performance measurement from 60% to 83%, but that is still well below the national average of 88.95%.

Over the last year, Network Rail was responsible for 54% of delays, Thameslink for 42%, and other causes for 4%. We appreciate that ongoing Network Rail works have an impact on the line, but that is no excuse for rail services not to provide a reliable timetabled service or to try to deliver improvements to it. My constituents not only suffer a poor service but get far less generous compensation than Southern Rail passengers when incidents occur. That cannot be acceptable. Network Rail should have better lines of communication with Govia and passengers. People need to know as quickly as possible why they have been delayed and what they can do to avoid disruption.

In the 2016-17 financial year, one in 11 trains run by GTR was cancelled or more than 30 minutes late—the worst performance of all the rail operators in the country. In period 3 of 2016-17, GTR had a cancellation and significant lateness percentage of 15.7%, compared with a 5.7% national average. In period 3 of 2017-18, GTR had a considerably reduced failure rate of 6.6%, but that is still nearly double the national average of 3.7%.

In my first debate on this matter in 2012, I said that First Capital Connect, which then held the franchise—it has now been replaced by Govia—was ranked

“lowest in the country, including value for money, punctuality, sufficient room on trains, satisfaction with the stations and how the train operating companies…dealt with the delays.”—[Official Report, 2 February 2012; Vol. 539, c. 342WH.]

Five years on, despite the change of franchise, nothing has changed. GTR still consistently ranks among the operators with the lowest customer satisfaction public performance measures.

The failings that other hon. Members and I raised five years ago remain failings today. Something must be done to improve Govia passenger services for all those who rely on them. It is a simple premise that to deliver an efficient, mobile workforce, we need a decent, well run and affordable rail transport service. People of all ages expect a rail service fit for the 21st century. The travelling public are being asked to pay ever more for their rail fares, and we in Parliament must ask serious questions about the services they are experiencing up and down the country.

I could not speak in a debate on commuter train services in my constituency without referring to the shadow being cast by the Radlett rail freight proposal, which my hon. Friend the Member for Hertsmere (Oliver Dowden) and I believe may have a catastrophic impact on the already hugely inadequate commuter service. The application for this strategic rail freight site started in 2006. In December 2016—10 years after assurances were given that access would be granted—Network Rail said that it would be in a position to confirm an “efficient scheduling strategy” once the capability and capacity analysis team completed its evaluation. However, it responded only last week, and its response, which was about essential works disruption and pathing, raises far more questions than it answers.

The Government’s national policy statement on national networks in 2014 identified London and the south-east as the areas with busiest passenger services, with passenger carriage set to increase by 46.1% by 2033. Moreover, the Department for Transport’s 2016 rail freight strategy said:

“Rail freight services operate in response to customer and supply chain demands, making it more challenging to plan for freight services than passenger services, which tend to run to a regular timetable and route.”

Commuters in my constituency certainly wish passenger services would run to a regular timetable and route.

Will the Minister guarantee that the proposed strategic rail freight interchange will not add further delays and cancellations for my constituents, who are already at breaking point? Will he undertake to scrutinise any plans to deliver the site link tunnel, and will he test those plans against the potential disruption to services? I am concerned that the significant rail works necessary to deliver the site will mean a protracted period of disruption that cannot be justified by the site’s limitations. In case the Minister is not aware, the site is in a village with no motorway access. It has a life span of 30 years and is constrained from expansion, unlike the expansion forecast for passenger services. This inadequate proposal cannot be allowed to interfere with the exciting prospect of better and more frequent passenger services for my constituents.

What can be done to improve the current situation? Commuter groups such as the Train Suffragettes in St Albans have suggested changes that would go a long way towards improving the overall service that passengers receive. The first is a consistent and user-friendly refund system to allow passengers to reclaim expenditure, including taxi costs incurred because of delays and cancellations. The second is opening station ticket barriers when there have been delays, in order to ease platform congestion, which is often described as being at a dangerous level.

The third suggestion, which is vital, is to improve communication at all levels. Passengers are fed up with being in the dark when trains have been delayed or cancelled. They have suggested following the model of the London underground, where—as I am sure the Minister is aware—when a tube is held in a tunnel, the driver immediately makes an announcement to let passengers know the reason for delay and how long a wait is anticipated. When a tube station is closed, the driver will helpfully suggest alternative connecting routes for passengers.

The fourth suggestion, which is regularly raised, relates to communication between drivers and staff at stations—St Albans station in my case. Passengers need to be able to speak to station staff to find out exactly what is going on and what has caused the delay or cancellation.

Finally, passengers demand that fares be reduced, or at least frozen, until Thameslink vastly improves the service on the line. I called for the same thing in 2012, but five years later the catastrophic situation that my constituents are experiencing is exactly the same. We also face the impact of the strategic rail freight interchange’s disruptions being put into the mix. I suggest that we are on our knees in St Albans, and the Minister needs to take drastic action now.

--- Later in debate ---

[Rachael Maskell (York Central) (Lab/Co-op)]

It is a pleasure to serve under your chairmanship, Mr Bailey, in this crucial debate. We have seen the passion presented by all hon. Members on the challenges that their constituents face not just day by day, but week by week, month by month and year by year. The sheer dissatisfaction, frustration and misery that commuters have had to put up with for such a long time shows that resolution is crucial. The passenger must be listened to. We have obviously heard about the disruption brought not only to the commute, but to family life. I give all credit to parents who try to arrange childcare under the best of circumstances, but when they face an unreliable train service as well, the pressures are immense. All hon. Members have articulated that well this afternoon.

When passengers turn into activists and take action against what should be a normal part of their routine and daily life—such as the Train Suffragettes and others I know as well—it really shows that the whole rail system is in meltdown and has to be addressed. As we have heard, it is not just about train operating companies, because this has been a sustained problem across the network for such a long time. However, Thameslink particularly stands out. It has the second-lowest level of passenger satisfaction, at 73%—only Southern, at 65%, is behind—and has issues with punctuality and reliability, as we have heard. Southeastern trains are also not delivering for passengers, which is now spreading to Northern as well. With regard to Thameslink, things have not improved for several years now. When a staggering 23% are satisfied with how the company has dealt with delays, it really shows that it is left wanting, as has the whole situation.

What we have really picked up on today are the consequences of that unreliability, the infrastructure problems, the desperate need for investment and the massive overcrowding issues. The overcapacity issue will not going away, as more housing developments will put further strain on the network. We have also heard about challenges with the choice of destination, the obvious need for improvements right across the network and the impact that late or cancelled trains have on commuters.

It is important that we listen to these real frustrations. We cannot allow the situation to continue in which the Government point fingers but do not lift one to sort out what is happening. We know that there is real chaos in the way the franchise was set up, as was rightly highlighted when the Gibb report was debated in the main Chamber on 4 July. We know that there needs to be effective governance over the whole structure, which has been lacking, to ensure that issues are addressed expediently and that proper dispute resolution mechanisms are put in also. At the forefront of everything, we need to make sure that passengers’ concerns are addressed and that their safety is safeguarded. We also heard about access needs, and the fact that some train journeys are simply impossible for passengers with disabilities.

Another point that was rightly raised was the financial cost to passengers. We have seen rail prices go up by 27% since 2010 on this rail network, which is the most expensive not only in the UK but in the whole of Europe, meaning that passengers are having to pick up the cost of this failed network. We are expecting further price increases in August, and we have heard the figure of 4%—perhaps the Minister can enlighten us on that. We need certainty on pricing; all passengers, whether on Thameslink or other networks, really want to know what is happening on pricing. The Opposition believe that price rises should be capped in line with the consumer prices index. We have heard different answers from different Ministers from the Department: we have heard that price rises will continue to be capped in line with the retail prices index; we have heard twice from the Minister that pricing is under review; and we have also heard that things will be kept as they are this year—but that does not say what will happen next year. Passengers need clarity on pricing.

We need to make sure that we move forward with smart ticketing, which we heard several contributions on. Where are we at with part-time smart ticketing, which will impact on many of those parents? It is an equality issue and we need to move forward on it. We also need to make sure that we see greater flexibility in smart ticketing, including the extension of the Oyster card. With the technology that is in place, how is delay repay being rolled out on the Oyster card? There are opportunities there. Of the amount of money that the network gains, only a minimal amount reaches the customer. The process of trying to reclaim after a delay is difficult.

[Mrs Main]

The hon. Lady is absolutely right. Many of my passengers say that they do not want to have to claim; they simply want the service they have paid for. Delay repay is better, but on the other hand the service needs to improve, because otherwise they just get money back for a bad service. That is not what they want; they want the journey they were guaranteed.

[Rachael Maskell]

I completely agree with the hon. Lady. However, we also need to ensure that, where there has been a delay, passengers are properly compensated, given that they have paid so much for the privilege of travelling on that network. Between 2010 and 2015, the train operating company generated £575 million from Network Rail for infrastructure delays, yet only £73 million went to passengers, so we have to question who benefits. Again, it comes back to governance over the system, which is poor. That comes up many times. It is a theme that is repeated in every aspect of how the franchise works. The franchise has failed passengers. We need to see delay repay extended so that the customer can be compensated automatically, as opposed to trying to seek out that compensation.

We also need to look at what has happened with the Thameslink programme. It was first put in place in 2006, so those years are moving forward. We need to see that the objectives now being met are not at the inconvenience of passengers—such as major track work, signalling and station remodelling, improvements to the lines approaching London Bridge and the overhead lines north of St Pancras. The programme was very ambitious, but without proper governance it has not been realised. On the issue of capacity, as 24 trains an hour move through the core of central London, the risks increase. We cannot even get the service moving right at the moment. We need to hear from the Minister what mitigation is being put in place to reduce risk and ensure that trains run on time and that passengers reach their destinations on time. About 14,500 additional passengers will use that network.

The Gibb report goes further on the issues that need to be addressed across the networks. It also addresses GTR’s responsibilities and Network Rail. The issues it identified include rail renewal, switching and sleeper renewal. The list goes on to talk about telecoms and cable signalling and dealing with things such as vegetation, earthworks and fencing—it is comprehensive. We need to ensure that the improvement programme is put in place and delivered by 2018. We do not want the stop-start approach to maintenance and development. We want to see the investment running into the CP6 funding round from 2019. What exactly is the Minister doing to make sure there is ongoing investment in the railway?

We must thank Chris Gibb for his report, but we must also note the responsibility to move forward on many of the problems experienced across the Thameslink network. We also need to address the issues raised by the Transport Select Committee, which has identified how poorly the franchise has been established. The relationships do not work between the train operator, Network Rail and the passenger. That must be put right. Changing an operator does not change the environment, which is so important. It is right that the Committee highlighted the problems with the initial structuring of the franchise, the inadequate planning that was put in place, weaknesses in the franchising handover period, infrastructure and rolling stock failures, mismanagement, and poor industrial relations.

I want to talk about industrial relations, because it is so important that these issues are addressed. We have people working on the rail network who are seriously concerned about passenger safety and access. We have heard about the overcrowding, which increases risk, and the real challenges on the network. More commuters will be using the line and it is vital that public safety comes first. The unions have been clear that this is not a dispute about money; their concern is about public safety.

I have spoken to train drivers in the last couple of days, and they say it is vital that they have a second pair of eyes. If they miss something, the other person can help pick it up. They say it is vital that there is someone there to deal with incidents, whatever they may be, because it is unpredictable. It could be a driver falling ill, a fatality on the rails, a terrorist attack, derailment or a crash, women’s safety at night or antisocial behaviour disturbing other customers. Of course, guards play a much wider role in maximising revenue collection and providing passengers with a wider service. We have heard today how important that service is, particularly with the line of communication, which a number of hon. Members have mentioned. They can let passengers know information, be the first port of call and be the passengers’ champion when needed.

I urge the Minister to address those vital issues. We must get the rostering right to ensure that the trains run on time and address the issues in this dispute. This is not rocket science; the dispute is simple to resolve. I know, as a negotiator, that the Minister just needs to sit down and make sure the guards are in place and can continue with their role. It is incumbent on him to sort this out. I know it is not beyond his wit, and I trust he will do so.

In conclusion, we have heard about the painful experiences of commuters. We must remember that the whole rail network is there as a service—a public service—to help passengers continue with their employment opportunities and their daily lives. It is absolutely right that focus is now brought on the way the franchises and relationships are not operating and that that is worked through, to bring the service back to customers. That is why the Labour party believes that public services now need to be a public accountability, in public ownership. For far too long, decisions have been made away from the passenger. We want to see the passenger at the heart of those decisions, putting safety and service needs at the forefront and building the structures around the passenger.

I have heard all the frustrations, and Labour will take those on board and work with passengers to make sure that we can provide the service needed in the future. We will keep the pressure on the Government, as the passengers’ voice throughout this process.