South Western Railway

Debate between Caroline Nokes and Stephen Hammond

Tuesday 1st October 2019 Commons Chamber

[Caroline Nokes]

I thank the hon. Lady for making that point. It may try her patience, but I will come on to the issue of disabled passengers at the end of my remarks. A constituent of mine has been in touch about a terrible experience he had on a train from London Waterloo to Basingstoke. As a disabled passenger, he was trapped on the train and unable to make alternative arrangements, and he had a distressing and dreadful experience.

I am concerned by the circular firing squad we sometimes see between South Western Railway, Network Rail and the Department for Transport. At times, all can appear keen to blame and turn on each other, when perhaps they might do better to establish a constructive relationship with clear accountability, instead of the obfuscation and fudge we have at the moment. It is not only in this House that we achieve more by working together.

I shall move on to the specifics of where it still seems to be going wrong. The independent review commissioned by my right hon. Friend the previous Secretary of State for Transport, and chaired by Sir Michael Holden, reported over a year ago now, making a number of important recommendations. This is perhaps a good time to consider those recommendations and allow my constituents the opportunity to reflect on the progress they think has been made. It is also a good time to pose questions to my hon. Friend the Minister about what oversight he has of the progress of South Western Railway against those recommendations, which particular ones he regards as the highest priority, and what sanction he might consider imposing if there is not adequate improvement. As I indicated earlier, SWR has had a year since the review, and the patience of my constituents—if not the Minister—has run out.

I would like to highlight in particular the frustrations regarding overcrowding. Of course, I welcome the additional trains introduced following the timetable changes in May, but there is a nagging suspicion that this has been achieved by pinching carriages from other services. As my constituent David Willey explained to me, the most significant change on the service he uses has been the reduction in capacity by 17% from 720 seats in 12 carriages to 600 seats in 10. This has meant he has had to stand in his carriage usually two mornings a week.

Barnaby Wilson of Chilbolton let me know that he could not remember the last time his commuter train in or out of London was not short-formed and/or late. He comments on the regular occurrence of a 10-carriage train running with just five, thus halving the capacity at rush hour. And we all know the consequences: people crammed in like cattle, standing for the entire journey, or forced to wait for the next train as they simply cannot get into the reduced number of carriages.

[Stephen Hammond (Wimbledon) (Ind)]

My right hon. Friend is making a powerful case on behalf of her constituents. When the service gets further up the line, shortened carriages cause even more problems, for constituents in Wimbledon and elsewhere. SWR promised to address this in its franchise bid, and we should now be reviewing that and asking whether it will be held to account.

[Caroline Nokes]

My hon. Friend makes a valid point. As my constituents pass through places such as Wimbledon, they see that no one is able to get on those trains.

As one constituent put it to me, the only change he has noticed in SWR’s service is a further deterioration, from a very low base: short formations, broken trains and stations being skipped, and delays continue unabated. As he correctly points out, if SWR publishes a revised timetable the evening before the service is reduced, there is no recourse to Delay Repay unless the service deviates from the newly published timetable. He describes it as a consumer rights void that he would like the Minister to address.

I would like to ask about the way transport strategy is joined up. Ian Dickerson of Romsey assured me that his preferred route from Romsey to Waterloo was to drive to Sunbury and then join the rail network on the Kingston loop to Waterloo, thus saving over £50 a week in tickets and parking costs, but undoubtedly adding to emissions on our road network. It is simply not a green solution.

One of the recurrent themes from constituents has been that SWR’s predecessor, South West Trains, had its moments, as they put it, but most of the time ran a robust, if no frills, service. If anyone in 21st century Britain regards functioning wi-fi as a frill, let me tell them that SWR has not even managed that. The passengers I sat across from yesterday commented in amazement that the wi-fi was working for once—right up until the point it wasn’t.

The consensus is that this performance is a breach of contract between company and traveller, and there is a suspicion that the Government have been duped by a provider promising what it simply cannot deliver. SWR won the contract pledging more seats and services and it has produced neither. The 442 shambles has meant there are now fewer seats and services. The promised new rolling stock has not yet arrived. It was promised by the end of this year. That clock is ticking and passengers are watching closely. Peak-time payers suspect they have been sacrificed on the altar of winning a contract and left with the old SWT trains, where the promised refurbs seem to have come to a grinding halt. It is far too simplistic to say we should renationalise—that is not the issue. The Department was sold a pup and needs to work out how to hold SWR to account against the Holden review challenges.

The final comment I have from a constituent is about the provision for and the treatment of disabled passengers. We all know there was an extremely hot spell during the summer, when rails got very hot and there were challenges right across the network. I am tempted to comment that it coincided with my hon Friend’s arrival in the Department for Transport, but I do not blame him for train conditions that were in some instances hotter than hell. But rail services run better in countries that are a great deal hotter than the UK ever gets in July and without the same level of chaos.

My constituent, a wheelchair user trying to return home via Andover, was advised at Waterloo to get on a Basingstoke train, as most other trains had been cancelled. With SWR assistance, he boarded a Basingstoke-bound train that was about to depart. Once he was onboard, it became apparent the heating was stuck on in the carriage and passengers were told to move forward, but my constituent was in a wheelchair; he was trapped. By the time the train arrived at Clapham, only a few minutes down the line, he was in serious medical difficulty, but he remained trapped in the carriage, as it was too far off the platform. He was in carriage nine, and we are all conscious of the shortness of some platforms at Clapham. No help was forthcoming from train or station staff, and it was only because another passenger intervened by preventing a door from shutting—literally putting his foot in it—that a medical emergency was averted. My constituent was seconds away from calling 999. However, the event prompts us to ask why the rolling stock is so antiquated that it had the maximum heating on the hottest day of the year, and why SWR staff at Waterloo helped my constituent into a carriage when there was an immediate announcement that the heating was stuck on.

Finally, let me return to the recommendations of the Holden review, and how SWR can be held to account for any failure to deliver. If Network Rail does not fulfil its obligations it can be held responsible by the Office of Rail and Road, which, in November 2018, took formal action to ensure that it would deliver on the recommendations in the review. However, SWR is accountable only to the Department for Transport, so I respectfully remind my hon. Friend the Minister that it is up to him to ensure that it delivers. May I ask him how robustly he intends to do that?

The medium-term recommendations are all due to be completed by the end of this year. There are 12 of them, ranging from ensuring the competence and training of controllers to ensuring that there is adequate provision of CCTV on platforms to assist with the dispatching of trains. Crucially, the review identifies the misalignment of incentives. It recommends that by the end of the year, the non-aligned objectives of Network Rail and South Western Railway should be dovetailed to ensure that the two organisations are pulling in the same direction at the same time—rather as we might expect a train engine to do. I simply ask my hon. Friend what steps he is taking to make sure that that actually happens, so that he may avoid having to return to the Chamber time and again to listen to what currently appears to be a tale with no end in sight for the poor passenger from my constituency who will pay just short of £6,000 a year to be subject to a sub-standard service.