East Coast Main Line Call Centre

Chi Onwurah Excerpts

Thursday 19th May 2011 Commons Chamber

[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.

[Chi Onwurah (Newcastle upon Tyne Central) (Lab)]

I thank my hon. Friend for giving way and for obtaining this Adjournment debate on an important issue. The centre at Baron house is in my constituency and it is true that the people of the north-east have always given significant support to the east coast rail service. Has there been any criticism of the work at Baron house? Is it not the case that it has always been performed well and that its performance is not the reason for moving the contract?

[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—

--- Later in debate ---

[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.

[Chi Onwurah]

I share the consternation and concern of my hon. Friend the Member for North Durham (Mr Jones) at the approach that the Minister has outlined. East Coast clearly does not have shareholders, as the other franchises do, but a shareholder could and, we hope, would respond to public pressure and outrage if decisions were made that went so against corporate responsibility, so it is only just that the Secretary of State should play a similar role.

[Mrs Villiers]

As I have made clear, the coalition Government’s adopted approach, which the previous Labour Government espoused, is that the franchise should be operated on a commercial basis by East Coast Ltd. It should not be the subject of political direction from the Secretary of State.