Southeastern Train Services

Debate between Clive Efford and Gareth Johnson

Wednesday 2nd March 2016 Westminster Hall

[Clive Efford (Eltham) (Lab)]

I beg to move,

That this House has considered the reliability of Southeastern train services.

It is a pleasure to be here under your chairmanship, Mr Evans, and I welcome the Minister. We had hoped to meet her to discuss the Southeastern situation before this debate, but we are here now and perhaps it is better to discuss it in public, so that people know what is said.

The situation that we have found ourselves in since Christmas is not entirely the fault of Southeastern—Network Rail is responsible for more than 70% of the failures—but quite frankly my constituents do not care who is to blame. They want their trains to turn up on time, as stated on the timetable, and to take them where they need to go. Since Christmas, the situation has deteriorated significantly. Trains are constantly being delayed, cancelled or diverted, and the landslide took services out for about a week.

My constituents and those of other hon. Members are bombarding us with complaints and angry messages. I will give a few examples. One constituent complained about the

“appalling level of service provided by Southeastern on the evening of Friday 19...Trains reduced from 8 and 12 carriages to only four”.

Another wrote:

“Terrible service on the Sidcup line…Constant complaints to Southeastern but no improvements despite repeated promises”.

One constituent said that when the first Bexleyheath service of the day was cancelled, he found that he could not use his season ticket to get the bus and tube from North Greenwich, because it was not recognised by Southeastern as a “reasonable alternative route”. Someone else complained about the

“appalling and deteriorating levels of service on the Sidcup line”,

which also serves part of my constituency. She regularly uses the delay-repay compensation scheme, which she found to be “clunky and time consuming”. I will come to that later, but I have received constant complaints about difficulties in claiming compensation for lateness or cancellations. Another person complained about constant delays after Christmas in a commute to London Bridge:

“Been commuting for 40 years and never complained before. Worst it has ever been.”

It just goes on and on, and I am sure other hon. Members could give similar examples.

To give my own experience during this chaos, on one occasion I managed to get a train in the direction of Eltham as far as Lewisham, from where there was supposed to be a replacement bus service. It was impossible to find the bus stop for the replacement service; the signage was appalling. I approached a group of staff, who were clearly beleaguered, and asked them when the bus service was likely to arrive, but they had no idea. I asked, “Where does it stop?” and they waved in the general direction of the outside of the station. I felt sorry for them, but they were not providing a good service, although that has to be because they had not been provided with the information by the rail company.

On another occasion—it was the same scenario—I went outside the station to get a bus and found a blind man wandering around the building works. I do not know if anyone else has had the pleasure of trying to find a way through the roadworks outside Lewisham station, but it is difficult for someone who is not blind. Yet I found that man just wandering around. I grabbed him by the arm and asked, “Where do you want to go?” He wanted to go in the same direction as me, but how is it that he was not given assistance? Why were the staff not on the lookout for people who clearly needed such assistance? He wanted to get to Bexleyheath; he could have been put on the replacement bus service, but was given no help whatever.

On another occasion, going home late in the evening on a Bexleyheath train, we got to Lewisham only to be told that the train was no longer for Bexleyheath, but for Sidcup. People on the train just got up and blocked the doors. They were so fed up with what was going on that they stood with their feet in the doors and said, “We’re not putting up with this anymore.” When they saw me—I had got off the train and was wandering across to see if a train was ever going to be going in the general direction of Eltham—they said, “We’re protesting: we’re fed up with this.” I do not know what the end of that scenario was, but it demonstrates the scale of the frustration that people are feeling about the standard of the service.

[Gareth Johnson (Dartford) (Con)]

I congratulate the hon. Gentleman on securing this debate. The Labour party may be divided over its leadership, and the Conservative party over Europe, but what unites us all is Southeastern. It is fair to say that its service has deteriorated of late. Does he agree that Southeastern seems to have all but given up on getting its franchise renewed?

[Clive Efford]

That is a worry and something the Minister should consider. If that is the case, the Government should take the franchise away now, because if Southeastern is going to look at its bottom line rather than the quality of the service, passengers will continue to suffer. That was a prime example of giving way to someone and them coming up with a better line in their intervention than I have in my speech, so I congratulate the hon. Gentleman on pulling all that together.

People in south-eastern London have suffered for decades. We had the disastrous privatisation that gave us the Connex franchise. We then had a period of relative stability, when the franchise was taken back in-house—in effect, nationalised—but that was followed by the ridiculous decision under the Labour Government to reprivatise it. I opposed that at the time, but we are where we are.

Passengers who use London Bridge station understand that the Thameslink scheme is bound to cause disruption. They have accepted that, despite the chaos at Christmas 2014. At the time, the Minister accepted that there had been an unacceptable deterioration in the service and she took action—I commend her for that—but this year’s performance has deteriorated to an all-time low. Passengers had accepted that train patterns would be substantially altered and that regular journeys had to change, because trains that people were used to catching might no longer be going to Cannon Street or Charing Cross, but the level of disruption they are suffering now is nothing to do with that. On the lines between Dartford and London Bridge, the service has failed, although when we had discussions before the Thameslink works started, we were told that the situation was under control. As I said, my constituents do not care who is to blame; they want to know that the tickets they purchase will get them to where they want to go.

I am grateful to the Library for an excellent paper it has produced to provide Members with information for this debate. It sets out how the public performance measure is calculated. The PPM shows the percentage of trains that arrive at their terminating station on time and combines figures for punctuality and reliability into a single performance measure. It is the industry standard for measuring performance, but it does not distinguish between extreme lateness and a brief delay. Southeastern’s PPM has fallen from 91.3% 12 months ago to 83.2% now. The average for all operators is 89.3%, so we are way below that. Another measure is right-time performance, which uses the percentage of trains arriving at their terminating station early or within 59 seconds of schedule. Southeastern’s right-time performance has fallen from 65.2% 12 months ago to 53.5% now. The average for all operators is 64.8%. Again, it is well below average.

The cancellation and significant lateness measure is for when a train is cancelled at origin or en route—this was my experience on the train that was going to Bexleyheath but then went to Sidcup—and when the originating station is changed or the train is diverted. A train is significantly late if it arrives at its terminating station 30 minutes or more late. On that measure, 2.4% of Southeastern trains were cancelled or significantly late 12 months ago, but the figure is now 4.3%—it has nearly doubled—while the average for all operators is 3%.

On every single measure we see poor performance from Southeastern. In autumn 2015, Passenger Focus showed that Southeastern’s passenger satisfaction was 75%, down from a high of 84% in 2013. In autumn 2015, the Chiltern franchise had the highest satisfaction rate, at 91%. The bottom three ranked operators were Thameslink, Southern—they are franchised as Thameslink, Southern and Great Northern—and Southeastern, which share the common factor of going into London Bridge. That must account for some of the dissatisfaction that people have with the service.

Last week, Which? published its annual passenger satisfaction survey. Southeastern was placed joint last, with an overall score of 46%; last year it was at 45%. Which? considers the impression of passengers over the previous year of the service provided. The difference between that and the Passenger Focus survey is that Passenger Focus considers the last journey that passengers made. That can be open to all sorts of factors, which can distort the figure. I would say that the Which? methodology far more accurately reflects the passenger experience than that of Passenger Focus, which is now Transport Focus. Those figures demonstrate just how consistently poor the service has been.