Railway Ticket Offices

Debate between Huw Merriman and Marion Fellows

Wednesday 13th September 2023 Westminster Hall

[Huw Merriman]

To keep some structure to my speech, I will come later to a response that I hope will address that point about ensuring that passenger interaction remains, despite the changes.

The rail industry launched consultations on the future of ticket offices under the ticketing and settlement agreement process, which gave the public and stakeholders an opportunity to scrutinise the train operating companies’ proposals to ensure that they work in the best way for passengers. As was pointed out by the hon. Member for Portsmouth South, my shadow, the consultation was extended. The 21-day period that was first used was the requirement under the ticketing and settlement agreement, which predates 2010. The volume of responses and interest in the consultation meant that it was recognised that it was right to extend it. I am glad that it was extended.

The train operator consultations ended on 1 September and, as has been mentioned, yielded more than 680,000 responses. Now, the independent passenger bodies—Transport Focus and London TravelWatch for stations in London—are engaging with train operators on the consultation response received and the criteria set out. In the past week, I have spoken to the leads of the passenger bodies to ensure they have the resources and to discuss some of the points they may make. I also spoke yesterday to the train operator managing directors to discuss where these proposals may come out. Of course, I have no role in the consultation at this stage, because it is for those two parties to look for an outcome on each station—on the point made by my hon. Friend the Member for West Dorset—by the end of October. I expect the train operators to work collaboratively with the passenger bodies in the coming weeks, to respond to the concerns raised and to refine their proposals accordingly.

There has been much discussion about reduction of hours and expertise at stations with ticket offices. At this stage, I do not expect a material reduction in the number of hours where ticketing expertise is available at stations, in the manner that some have described. That has been set out in the consultation. I expect that by the end of the process, there will be a differing design. When we talk about redeployment, it is important to note that the volume of hours is similar to what we currently have.

Where agreement cannot be reached between the operators and the passenger bodies, individual cases may be referred to the Secretary of State for a decision. That is the next stage of the consultation. At that point, he will look to the guidance under the ticketing and settlement agreement. That guidance was updated in April 2022, following targeted consultation with stake- holders, and was published in February 2023.

The update was made to ensure decision making could account for differences between stations and modern retailing practices. That included replacing the numerically “busy” ticket office sales threshold with a wider range of factors that should be considered, including how proposals would impact customer service; security at stations; modernising retail practices, such as availability of pay-as-you-go ticketing, which continues to be rolled out; and support for passengers with disabilities, accessibility or other equality-related needs.

[Marion Fellows]

Will the Minister give way?

[Huw Merriman]

Sorry, I will not give way due to the time available.

It remains important that we reform our railway to enable staff to provide a more flexible, agile and personal service, creating the modern experience that people expect. We should also look for ways to ensure value for money for the taxpayer. I know from listening to constituents and parliamentarians that there is great interest in what will happen to ticket office staff should there be any changes. The changes are about modernising the passenger experience, by moving expert ticketing staff out of ticket offices to be more visible and accessible around the station.

As for the points that have been raised, if only 10% of tickets are being sold across the ticket counter, crudely that means that 90% of passengers are not in contact with a member of staff. The idea is to take the member of staff on to the platform or concourse to help passengers where they need it—as opposed to at the ticket office—and to provide extra information, reassurance and additional security for all passengers—[Interruption.]

Oral Answers to Questions

Debate between Huw Merriman and Marion Fellows

Thursday 8th June 2023 Commons Chamber

[The Minister of State, Department for Transport (Huw Merriman)]

My hon. Friend is right to point out that we currently view costs as sitting with the DFT and revenue as sitting with the Treasury. This can make it harder to increase services, even when extra revenue can be assured, because costs at the DFT cannot increase. He can be assured that the Chief Secretary to the Treasury and I spoke yesterday about how we can grow services and revenues with one profit and loss statement. I am also working with the train operators to amend their contracts, so they can be the parties that take the risk and get a greater share of the reward.

[Marion Fellows (Motherwell and Wishaw) (SNP)]

T5. Current regulations on hydrogen transport and storage are preventing world-leading renewables innovators such as the European Marine Energy Centre in Scotland from using surplus energy from tidal turbines to produce green hydrogen and export it off-island? Will the Department work with the Competition and Markets Authority to review these regulations and ensure that Scotland’s green industrial revolution is not hampered by Westminster’s regulatory dead hand?

Refugees from Ukraine

Debate between Huw Merriman and Marion Fellows

Wednesday 16th March 2022 Commons Chamber

[Huw Merriman]

I will not, because I am respectful to the Chair. Perhaps the hon. Gentleman could learn from that.

What it is right for us to do is condemn the actions of President Putin, who has caused what will be the largest refugee crisis in Europe. We must do everything we can to ensure that he is brought down, so that those Ukrainians can go back to the country that they love, which is their own country.

Let me now, again in a spirit of positivity, hail and thank the Home Office officials who signed off a visa to allow a constituent of mine to bring her pregnant sister and her disabled mother to this country. I visited the pop-up casework centre in Parliament, which has done fantastic work, and I went through the whole case. The visas had indeed been processed. Those people are working really hard, but they cannot be expected to work better if they are constantly denigrated and knocked. That does their morale no good at all. Perhaps a thank you to them would not go amiss. It is possible to scrutinise policy without using insults.

[Marion Fellows (Motherwell and Wishaw) (SNP)]

Will the hon. Gentleman give way?

[Huw Merriman]

I will not give way, for the reason that I have already mentioned. I want to stick to the time that you specified, Madam Deputy Speaker.

It is right that we scrutinise the programme, and I want to ask a few questions about how it will ultimately work. I firmly believe that the process must work for the numbers to be maximised—and we want to take as many people as we can.

First, I want to ask about the system of sponsorship. I note that we are focusing more on individuals than on organisations. Will there have to be an existing contact in the system, or will a contact made over the last week be sufficient to identify the necessary link? May I also ask about safeguarding? Who will check sponsor suitability? We must ensure that the homes are safe and welcoming, and also that they meet the accommodation needs of the people who are coming here. As we have heard, they will have great needs and there will be great challenges.

I agree with what was said by, I think, the hon. Member for Central Ayrshire (Dr Whitford). Surely it is better for a list to be made locally, because local authorities are better placed to do this, than for us to ask people to go into a system and be matched—an arrangement that strikes me as less structured and organised, and therefore perhaps less safe, than a localised system. I was somewhat surprised that individuals rather than organisations were to be first in this movement, but obviously I will be convinced if a better reason for that can be given.

What will be the role of local authorities in assessing the suitability of sponsors? When will they receive guidance about that role? Will they be fully funded? The allocation of £10,500 per person sounds generous, but we could be talking about three years of people in great need—great “wraparound” need—and local authorities will be expected to fund that. I know that education will be an addition, but I fear that if local authorities are not fully funded, they will face challenges that will have an impact on local community support.

Finally, may I ask when the Ukrainian refugees will be allowed to arrive? That is relevant to my previous point, because if local authorities are not ready because they do not have the guidance, there may well be a delay in the arrival of the refugees, which of course we do not want.

I have made those points in six minutes, Madam Deputy Speaker. I think it important that we scrutinise the policy, and I hope I have done so with some of my questions about how it will work in practice. But in this context, rhetoric is important. We must ensure that we make this work, and show that we support it and are positive about it, because that will give confidence to all the desperate people whom we want to come over here in large numbers so we can help them. I fear that if we send the wrong message from this place they will not come, and that would be a disaster.

Ukrainian refugees are welcome in Bexhill and Battle. We will do everything we can to host them, to support them, to make them feel that this is their home, and to show them the solidarity and love that they need and deserve.