Southeastern Rail Services

Helen Whately Excerpts

Thursday 28th January 2016 Commons Chamber

[Robert Neill]

That is perfectly true and that is an important point. In terms of responsibility, the split is about 70:30. A lot of the problems are down to Network Rail and signalling, but there are real failures with Southeastern relating to the passing on of information and other issues, including poor areas of customer service, which I will come on to. I know my hon. Friend’s constituents have the same issues.

Passenger ratings show how bad the situation is. Key figures from Transport Focus show satisfaction ratings for Southeastern on value for money at 35%. Satisfaction ratings for how the company deals with delays are at 31%. Southeastern is ranked the second-lowest for overall satisfaction in the country, at 75%. If we look at the London commuter part of the Southeastern trains franchise, the figures are even worse—at about the mid-60s. I suggest even those statistics do not break it down. If we took off rush hour commuters from that, where the delays and knock-ons are often more acute, the satisfaction rate would go down even further, demonstrating the real difficulty.

[Helen Whately (Faversham and Mid Kent) (Con)]

My constituents also use the Southeastern network. Day after day their trains are being delayed, particularly at peak times. This morning all trains between Maidstone East and London between 6.30 am and 7.30 am were, according to a message I received from a constituent, cancelled. These are unacceptable levels of service. I have asked the Secretary of State to let us know whether Southeastern is compliant with its franchise. Will my hon. Friend join me in asking the Secretary of State to respond to that request, and, if it is not compliant, in calling for action?

[Robert Neill]

I am sure we would all echo that. My hon. Friend is quite right. According to my information, well over 20 rush-hour trains from Kent to London were cancelled because of overrunning engineering works. Sometimes, the delays were over two hours, which affects my constituents at Bromley South station, many of whom use those trains into London. So there is a real problem here.

I have quoted from the official statistics, but people sometimes think them dry and remote, so I want to read out some of the experiences put to me directly, either on Twitter or by email, which I think capture the problem. These are people talking about their problems on Southeastern trains. In my constituency, people pay £1,600 to £1,700 a year for a season ticket. One reads:

“People’s lives are literally being made a misery by Southeastern trains”.

Another reads:

“The service I have personally experienced this month has been shocking, almost daily delays”.

A third reads:

“I got to the train on time, but the train itself seldom runs on time because of track problems, congestion, lack of stock, no drivers—not on”.

I cannot disagree with that. I use the service myself on an almost daily basis to come to Westminster, and I now factor delays into my journey. It is absolutely ludicrous.

A fourth quote reads:

“Weekend engineering works mean no trains and earliest bus doesn’t get me to work on time so no overtime for 5 weeks”.

This is somebody on low pay whose job is being made a misery by this poor performance. “Not value for money” says another—well, you can say that again! Another reads:

“There is not enough time to write all that is wrong”.

Even this Adjournment debate is not long enough to expand on all that is wrong.

I have two final quotes. The first reads:

“The delays happen on a daily basis. My train is delayed again…use the Hayes line for a week, you’ll see.”

That is in the constituency of my hon. Friend the Member for Beckenham (Bob Stewart), and is wholly within Greater London. One final quote, for those further into Kent:

“7.40 Dunton Green to London delayed this morning to let 2 fast trains through. Are Metro customers 2nd class citizens?”

That is the feeling actually. There is an inherent conflict or tension in the Southeastern trains franchise, as currently constructed, between the high-volume and frequent demands of the inner-suburban services, such as in my area, and the demands of those coming from further into Kent.