Train Services: Southend

Claire Perry Excerpts

Wednesday 11th May 2016 Commons Chamber

[The Parliamentary Under-Secretary of State for Transport (Claire Perry)]

Before I kick off—I know that we have until 7 pm, but I have no intention of detaining the House for as long as that—let me offer my heartfelt thanks to the House staff, and, indeed, to the Whips Office. The House was dealing with a very complicated piece of business, but thanks to plenty of clock watching and organisation, we arrived in the Chamber bang on time, like the best-run trains.

I am pleased to see the Under-Secretary of State for Foreign and Commonwealth Affairs, my hon. Friend the Member for Rochford and Southend East (James Duddridge), sitting on the Bench beside me. He will not be able to speak, because of his ministerial position, but he has left me in no doubt of his views. My hon. Friend the Member for Thurrock (Jackie Doyle-Price) has also been in touch with me many times about this line, along with others.

It has been a real pleasure to listen to my hon. Friend the Member for Southend West (Sir David Amess), both today and on occasions when he has raised other issues. It is always important for us to listen and learn from experience and history, and he has left us in no doubt about his long-term commitment to improving rail services for his constituents, as well as about his disappointment that the service changes have caused so much disruption. I am always happy to listen to him, and I admire his ongoing optimism, which is a good thing to have in this place.

Like many other Members who use this line—and I should, of course, also mention my hon. Friend the Member for South Basildon and East Thurrock (Stephen Metcalfe)—my hon. Friend the Member for Southend West has been very vocal about the timetable changes that were introduced by c2c in December. He was, however, an equally vocal supporter of c2c during the turnaround of what had been the misery line. Although I do not believe in revisiting history, I think that it would be helpful for me to explain, very briefly, how we got to where we are, and then talk about where we are going, because I too want us to move forward with complete confidence.

Of course, we no longer have nationalised railways, as we did when my hon. Friend became a Parliamentary Private Secretary in the Department, and that, I believe, is one of the reasons why the railways have been successful. We pull slightly different levers now. We do not get British Rail operators and managers in so that we can beat them up, because there are those different levers in our contracts, and, of course, we listen carefully to the customers who, ultimately, are paying for the services. We rely on highly skilled train operators to respond to the changing needs of their customers.

There had been big improvements in performance on the c2c lines, along with enormous growth. In five years, 15% more passengers had travelled on c2c trains. However, there had been no timetable changes for more than a decade. I think it is always right to ask operators to try to change their timetables in order to benefit those who use their services. Proposals were made by c2c in response —a strong response—to the heartfelt cases made by passengers who wanted to get on or off at Barking and West Ham, but also in response to the fact that those stations were, and are, among the most crowded in the network, and to the need for more connectivity.

The new timetable had some benefits, and it was supposed to benefit my hon. Friend’s constituents. The number of seats on trains from Westcliff that reached Fenchurch Street between 8 am and 9 am should have increased by 12%. Indeed, the number of seats on trains arriving at Fenchurch Street from Leigh-on-Sea did increase by a sizeable 53%, because so many trains were starting from there rather than arriving already laden. However, there were what could almost be termed unintended consequences. Clever London commuters began to realise that they could use those trains rather than trains on the District line.

I want the train companies to take people in and out of the metropolis, especially the many who are paying a great deal lot of money for their season tickets. I do not want those lines to be substitutes for existing tube lines, which, incidentally, is not very economical, because, I understand, only the tube fare is reimbursed. However, it is never entirely possible to predict what passengers are going to do, and, as was clear to my officials and me, and indeed to c2c, overcrowding rapidly became a problem on peak-time services. People who had been able to get seats for many years were now having to stand, and we saw some really uncomfortable overcrowding.

I think that people had been led to expect better from the line, because the percentage of passenger satisfaction, which 10 years ago was a meagre 63, has gone up into the 90s. It is the best performing rail passenger franchise in terms of passenger satisfaction, and it is up there in terms of punctuality. c2c has also been very innovative. It has introduced automatic compensation, for example, and per-minute compensation for delays. So if you sign up for its key card, it will automatically reimburse you at a rate of 3p per minute if your train arrives more than two minutes late. That is the kind of thing we want to see across the network.

It was therefore an unexpected negative that we suddenly had this crowding, and the question was: what were we going to do about it? I could not call everyone in and give them a talking to, but we had to get the company to respond. In fact, it wanted to respond very quickly, and there was an immediate adjustment to the timetable. My hon. Friend the member for Southend West was kind enough to bring in some of his constituents to talk to me, and one of the questions they asked was how we know how many people are getting on and off the trains. c2c actually has monitoring technology and it knows exactly how many people are on each train. This means that it can flex and adjust the trains quite quickly to deal with crowding. It immediately changed the timetable, lengthened some of the trains and reduced some of the stops. It tried to improve the capacity on the fast services, which are the most crowded. Understandably, people will always choose to travel on the fast services even if there are seats available on the slightly slower services either side of them.

So some changes happened immediately, but we wanted that to be just the start. As my hon. Friend has pointed out, there was a contractual obligation in relation to the timetable for 95% of the stops to involve stations such as Barking. Working with my excellent officials, I said to c2c, “We just want you to sort this out for your customers. If you need to come back to us and propose that that limit should go, that will be absolutely fine.” So another series of stopping changes will be happening this week, on 15 May. At the moment, 98% of the evening services departing from Fenchurch Street stop at Barking, but that will drop by almost a quarter to 76%.

The aim is to get people who are going to Barking by train back on to the tube. In that way, they would no longer be occupying seats for two or three stops and forcing long-distance commuters from my hon. Friend’s constituency—and, indeed, from my hon. Friend the Member for Rochford and Southend East’s constituency —to stand. We are already seeing those adjustments. There will be another timetable change later this year, and the operator will continue to monitor the situation. I know that my hon. Friend is interested in this, and he will be able to see almost hour-by-hour crowding charts for these trains to show what the impact has been.

As my hon. Friend the Member for Southend West rightly said, we do not want to rob Peter to pay Paul. There is a whole series of constituencies along this line, and we expect the operators to work closely with the local MPs and local authorities to ensure that they are delivering the best possible service. Sometimes there will be tensions involved, depending on where trains start and finish and where they stop along the way. However, I completely understand his request for faster services. There is infrastructure work going on, and I agree with him that Shoebury in 60 minutes would be a great thing, but that would require some other timetable changes which could be difficult to deal with in the round. However, that is the right aspiration to have. So there will be further timetable changes, and I want to leave the House in no doubt of my absolute commitment to getting this right. This is a really good operator and I think that, up until last Christmas, most of the constituents represented by Members in the House today would have agreed with that.

We then asked the operator to go further and to provide new rolling stock. It is clear that one of the problems is that it simply does not have enough trains. It immediately went out and sourced new rolling stock, and 24 new carriages will come into operation progressively over the next few months. That might not sound like a lot, but they will provide 13,000 extra seats at peak times every week. An additional 32 carriages are being procured and will be introduced after October 2019. That means that, by 2024, the new franchise will have 68 additional new vehicles in service along the route. That might not be enough—we don’t know. Growth on the railway continues to exceed all expectations. It is a wonderful thing that people choose to travel by rail, but we need constantly to monitor these organisations to ensure they are delivering.

My hon. Friend raised an important point about the company’s engagement. I know that he feels let down by some of the communication issues, and I am sure that no one wants that. However, c2c has committed to meeting passengers and to getting them involved in the timetable changes. It held a “meet the manager” event at Fenchurch Street station in November, and I understand that it was a robust meeting.

[Sir David Amess]

May I take my hon. Friend back to what she said about new rolling stock? Did she say “2019”? Will she tell the House whether the carriages will be built in this country and whether they will be arriving all at once or over a period?

[Claire Perry]

I am pleased to tell my hon. Friend that the trains will be British and built by Bombardier. Some of them are already under construction. They have been procured by one of the rolling stock companies for just this sort of thing and to try to add capacity wherever it was bid for. They will start to be introduced later this year, so relief is coming. The expectation is that the full fleet will be in operation by October 2019.

As I said, the trains are being built by Bombardier in Derby, and the supply chain that that supports is absolutely immense. My hon. Friend’s line does not yet have the space for them, but he may be interested to hear that the new high-speed intercity express trains, which will be running up and down the east and west coast mainlines, are now being built in Newton Aycliffe. For the first time in many years, the UK now has two train manufacturing sites, supporting hundreds of jobs directly and thousands of skilled jobs in the supply chain, which is incredibly exciting. The trains will provide relief and will be brand new, so customers will hopefully be able to see and feel the benefits.

I want to return to the consultations and the conversations that have been happening. I hope my hon. Friend will agree that the franchise management team has not been shy in talking to its customers. In fact, it has frequently consulted its customers on many issues.

[Sir David Amess]

I feel a little guilty that, when there was this—how can I put it?—gathering of people at Fenchurch Street station at the beginning of the year, it was not fully explained that it was a “meet the manager” event. I would not want to criticise the UKIP MEP who represents the area including the constituency of my hon. Friend the Member for Thurrock (Jackie Doyle-Price), but he seemed to take over the meeting, which was a bit unfortunate. Will the Minister share with the House any detail of what format future “meet the manager” meetings might take?

[Claire Perry]

Some politicians—my hon. Friend is not one of them—campaign on things about which they know nothing entirely to raise the temperature of the moment. I might say that the gentleman just referred to is an example of such a politician. The temperature was raised and I believe that there were shouts of, “Out! Out! Out!” First, that would be a terrible situation to be in. Secondly, if someone is trying to explain quite complicated changes that were made in good faith—I am not defending the management team here, but the changes were made in good faith in response to a new contract—then that is not a constructive atmosphere in which to have a conversation.

[Sir David Amess]

Our right hon. Friend the Member for Rayleigh and Wickford (Mr Francois) is anxious that his constituents are involved in “meet the manager” meetings. Does the Minister have any information to share with him? Will there be specific meetings for his constituents or will they be taking place in London?

[Claire Perry]

My hon. Friend pre-empts what I was about to say on the process. It is great to see my right hon. Friend the Member for Rayleigh and Wickford (Mr Francois), who is also an assiduous campaigner, here on the Front Bench.

Interestingly, only some 9% of journeys are made by rail. That figure rises to 30% in the London area, and 70% of all rail journeys begin and end in London. Rail seems to have a disproportionate impact here; we all love our trains and we hate it when things go wrong, which is why I feel I am perhaps not the most popular but the most lobbied Minister. Everyone wants a piece of railway action.

My hon. Friend has invited me to comment on what the “meet the manager” schedule looks like, and I am happy to do so. The sessions are starting this month at London stations. In July, they will be going out to stations in mid-Essex, and finally they will be at stations in the Southend area in October. These are “meet the manager” questions; the intention is to explain what is happening, with the manager answering questions about the trains. All these events will be advertised a week in advance. My hope is that enough people can attend so that there can be a constructive conversation about the changes. I have to say that I do have confidence in this managerial team. I meet them frequently, as I do with all the franchise operators, and they have been particularly assiduous in recognising the problem and trying to solve it.

Let me say something about the West Ham football fan problem. All of us have seen the pictures, where football fans— or, indeed, rugby fans; we should not be “sportist” about this—have got on a train and behaved in a manner that can be described only as intimidating. I have experienced that, and I often find, as a woman on the network and a mother of two daughters, that it can be very concerning. West Ham is a Transport for London-operated station, so TfL has overall responsibility for operating the station, for security and for crowd control. On a match day, the British Transport police rightly look at the whole c2c route when constructing their plans and then share those with TfL, with c2c providing staff to TfL at West Ham station at busy times, including match days. The operation tends to focus on Barking, because it is the main station for the stadium. In addition, c2c provides roving security teams on board the affected trains, which is helpful. I was pleased to hear my hon. Friend tell us of his most recent experience, as it seems the fans were better behaved, or perhaps the team won—

[Sir David Amess]

Last night, we had a great victory. We were leading one-nil, then it was two-one to Manchester United and we ended up winning three-two—it was marvellous. The Minister will be aware that the station at Upton Park is tricky to manoeuvre through, and crowd control is difficult there. I just wonder whether she might factor into her ongoing discussions the fact that West Ham move to the Olympic stadium this September, which will mean a completely different route for the fans. They will be using the Greater Anglia route. Stratford is a huge international station, but will she consider putting together some sort of working party to see what the passenger experience will be for the new stadium? It has double the capacity, with the potential to hold 60,000 fans instead of 30,000.

[Claire Perry]

My hon. Friend raises a good point, and I hope my team in the Box are making assiduous notes about it. I had a meeting yesterday with my hon. Friend the Member for Bournemouth East (Mr Ellwood), as now that AFC Bournemouth have made it into the premiership, suddenly thousands more fans are going through Pokesdown station and there is a desire to see development work there. I have to put on the record the fact that I cannot let the right hon. Member for Leicester East (Keith Vaz) be the sole keeper of support for Leicester City. I have been a lifelong Foxes fan, and my brother, who is nearly 60 and so ought to know better, lives in a house called “The Foxes” and goes to every single match. The level of delight in my household when Leicester finally triumphed was something to be seen.

[Christopher Pincher (Tamworth) (Con)]

I am grateful to my hon. Friend the Member for Southend West (Sir David Amess), a parliamentary neighbour, for securing this important Adjournment debate. I do not come from Southend, but one of my researchers does and so makes this trip regularly and understands the challenges that my hon. Friend, in securing this debate, has spoken about. Can the Minister confirm the importance, in whatever is done to improve train services to Southend, of British rolling stock being considered in that innovation and development, particularly those of Bombardier, which has a unit very close to my constituency? Trains to Southend are important. It may be that Chips Channon, the former Member, used to drive around in his Rolls-Royce and would come up to London in it, but many people, including my researcher, have to make the journey by train.

[Claire Perry]

I am delighted that my hon. Friend saw what we were discussing on the annunciator and rushed into the Chamber to make those points on behalf of his researcher. What is fascinating about working in the DFT is that many of our staff who commute by train sit around with their official hats on saying all the right things, but as soon as someone opens up a debate about what it was like at Victoria station or at another London station that morning, everyone surges back to reality and describes what it is actually like commuting on the network.

I am not sure whether my hon. Friend was in his place when we talked about the new rolling stock that will be coming into service on this line over the next few months. It is built by Bombardier, and part of it has already been procured by Porterbrook, one of the rolling stock companies. It is a very exciting development. I have visited Bombardier many times. In fact, I have driven a train on its test track. Not many Ministers can say that—actually, I am sure that every rail Minister has probably said the same thing. Bombardier is building the Crossrail fleet as well as the S-class trains—the new worm trains as we call them—that are currently running on the tube network. They are wonderful as they can clear a whole platform of many hundreds of people in a matter of moments.

What is exciting in all of this is that a single line, such as the one we are discussing today, encapsulates so much of what is going on across the whole rail network. First of all, we have unprecedented levels of passenger demand. Although people might wonder whether privatisation was the right thing to do—I do not think that—what we can say is that our railways have never been busier. At no time since the 1920s, pre-Beeching cuts, have we had so many passengers. Indeed, passenger numbers and journeys have doubled since privatisation, largely because of the energy, commitment and fair innovation of many of these private companies. My hon. Friends will recall from the pre-privatisation days that it was not this Mecca of wonderful customer service that people like to cook up. I used to take the line from university to home, and all we could get was a curled up old sandwich if we were lucky and there was no apology if we were late.

Let me mention the compensation scheme—hopefully, my hon. Friends’ trains are never delayed, and so they never have to claim. I urge them to sign up for the automatic season ticket—the key card—because then they get compensation automatically. Our compensation schemes are among the most generous in Europe. People always talk about compensation. Of course we want it to get to the right people, but let me explain the levels that we pay. A person will get 50% compensation if their train is delayed by 30 minutes and 100% compensation if it is delayed by 60 minutes.

Assiduous Members will have seen that, in our manifesto, we have a commitment to introducing compensation payments if the train is delayed by 15 minutes. I am happy to tell the House that we are working up that proposal. I am looking forward to announcing it as soon as permitted. It is an important development, because on many of these lines, where the journey time is not hours, but minutes, it will mean that we can all claim should the trains be late. [Interruption.] There is an awful lot of excellent dancing going on behind the Speaker’s Chair. The aim of all our proposals is that we should not have delayed trains. We should have trains that run exactly to time.

[Christopher Pincher]

Quite rightly, the Minister says that we must not have late or delayed trains. Does she also agree that trains in Southend and elsewhere should not be overcrowded as well as delayed? One reason why trains are sometimes overcrowded is that fair prices rise rapidly or fall rapidly at certain times. Perhaps if we were able to look at a pricing mechanism that did not have these cliff-face increases or falls, we would be able to spread the load over the railways, rather than having a few people trying to crowd on to a few trains at specific times.

[Claire Perry]

My hon. Friend makes a very important point about pricing and fares. Of course people want to feel that they are getting value for money, but if I may again clock some of the great things that the Government have done for rail users, it is important to note that we have frozen rail fares for the duration of this Parliament at RPI plus zero. That is worth about £700 million to the fare-paying public and will save the average season ticket holder about £425 over the course of the Parliament.

My hon. Friend the Member for Tamworth (Christopher Pincher) makes an important point about peak and shoulder fares, as they are called. It seems that people either feel or are told by their employers that they have to get to work at a certain time, so that is when they travel. We could be far more creative and innovative in trying to get people off the peak and on to the shoulders by using pricing and, potentially, conversations with employers. What tends to happen in this country is that we buy lots and lots of trains to fill peak demand, and they run empty for large portions of the day. That is not an economic thing to do.

[Sir David Amess]

This is the last time I will intervene on my hon. Friend because the debate must end. We think of the film “Brief Encounter” and about how romantic the carriages used to be, with the leather strap one would pull down at the window and all of that, but she is absolutely right that we see these things through rose-coloured glasses. Before she finishes, can she give any indication of when the franchise decision for the Greater Anglia line will be taken?

[Claire Perry]

My hon. Friend invites me to comment, but all I can tell him is that it will happen shortly. Thanks to the changes to franchising that have been made in the Department, the level of customer-facing benefits, including new rolling stock, has never been higher. On that particular franchise, where it is absolutely right that we get rid of some of the outdated rolling stock and get some new trains, the score that a franchise bidder will get for new rolling stock has never been higher. I confidently expect, just as we saw with Northern, the TransPennine Express and Virgin East Coast, that we will see some great benefits for consumers.

I have been given the opportunity to have a full discussion about many of the positive things that are happening on the railways. I could carry on all night because I have so much more to say. I welcome the fact that, as we are all aware, we are not going back to the misery line. There have been unintended consequences of some decisions that were taken in a genuine attempt to improve connectivity. There is an absolute commitment on the part of the operator and the Department to make sure that the changes are put in place, that new rolling stock comes in and that the constituents who have been represented so ably here today by my hon. Friends get the service they deserve.

The most refreshing thing I heard from my hon. Friend the Member for Southend West, who is an eternal optimist, is that we are all prepared to draw a line under the episode and start afresh, determined to deliver for our constituents. That is why we are all here.

Question put and agreed to.