Southern Railway (Performance)

Nusrat Ghani Excerpts

Wednesday 8th July 2015 Westminster Hall

[Nick Herbert]

I strongly agree with the right hon. Gentleman’s points, which were well made. I will come to compensation—as, I suspect, will other Members. The current compensation arrangements do not properly hold the companies to account, and they need to be sharpened up.

On punctuality, according to the Office of Rail and Road, in the first quarter of 2005, the year in which I was elected to the House, 2.6% of Southern trains were cancelled or significantly late. That is by the official measure, which does not include trains that are just a few minutes late—that is a point on its own: commuters expect absolute reliability and get it from other franchisees and in other countries. In contrast with the 2005 figure, 6.2% of Southern trains were cancelled or significantly late in the fourth quarter of 2014. Over that 10-year period, the number of Southern trains cancelled or significantly late increased by two and a half times. That is an unacceptable deterioration in performance and relates specifically to an important point: neither Southern nor Network Rail can wholly lay the problems at the door of the London Bridge improvements.

[Nusrat Ghani (Wealden) (Con)]

My right hon. Friend makes a valid point. My constituents have to put up with delays, timetable changes, short-form trains, extended engineering works and overcrowding far too regularly. Southern seems incapable of communicating effectively with its customers when those problems arise. Does he support my view that the Office of Rail and Road and the Transport Committee should hold inquiries into Southern’s performance and, in particular, into its management?

[Nick Herbert]

My hon. Friend has made her points effectively. She speaks up for a large number of constituents, hers and mine, who are absolutely fed up to the back teeth with Southern’s performance and want to see real action.

In 2010, the figure for trains arriving on time was 90.8%, but this year the average is only 82.8%, although that figure has improved to 86.5% in the second period of 2015-16. There may be some belated evidence of improvement in Southern’s performance. If that is true, it will be welcome, but it must be locked in and sustained.

--- Later in debate ---

[Tim Loughton (East Worthing and Shoreham) (Con)]

I congratulate my West Sussex neighbour, my right hon. Friend the Member for Arundel and South Downs (Nick Herbert), on securing the debate and on the robust way in which he introduced it. Other hon. Members have given the same reasons for complaint about the appalling service from Southern rail: poor timekeeping; cancellations; diversions; overcrowded trains; poor value for money; the rarity of refunds; the extraordinary coincidence that many delays seem to amount to 28 or 29 minutes, just below the 30-minute compensation threshold; and appalling communications when things go wrong. Problems are compounded for pedestrians as well. In my constituency and in Worthing West, delays while level crossing barriers have been down have meant pedestrians and motorists having to wait for 48 minutes out of every hour in some cases. Commuters on trains are therefore not the only people affected.

My constituents travel along the coastal strip—often having to change at Brighton—come into London and go to Gatwick airport. If that airport is to be expanded, when the issue is finally decided, having a reliable rail service will be an essential factor, but that is another argument for another day. The Southern rail problems go well beyond the ubiquitous, traditional excuse that always used to be trotted out of the signal box fire at Penge or the landslip at Balcombe.

I will not repeat everything that has already been said, but I will quote from two complaints that I have received from constituents in the past week. Last week a constituent left West Worthing at 10.32 am, heading for London Victoria. The indicator board stated that the destination was Haywards Heath, not London, but the train was cancelled due to electrical supply problems in the Purley area. She caught a later, stopping service to Brighton, but it arrived late, and the connecting fast service to London was announced as being delayed due to

“awaiting a member of train crew”.

Eventually she arrived at London Victoria some 23 minutes later than she had intended.

On the return journey, the 15.52 from Clapham Junction to Ore and Littlehampton was delayed because of the incoming journey, which had in turn been delayed by speed restrictions imposed because of the heat—that is the seasonal version of leaves on the line. Departure was at 16.12 and the service was 20 minutes late into Haywards Heath. A problem developed with the doors of the front portion of the train after splitting, so there was a further delay while the driver tried to reset the electronics. The late-running 17.03 Littlehampton and Eastbourne train arrived on the adjacent platform and detached, and my constituent says that

“we were advised to get off our train by our guard and board the Littlehampton part of the other train as that was going to leave first.

As we were boarding the train, platform staff were then telling us to reboard the train we had just got off because THAT one was going to depart first.

We then all reboarded the original train.”

Eventually, my constituent departed Haywards Heath at 17.11 and

“arrived at Preston Park where the driver announced that the Brighton signalman had decided to divert the train to Brighton and terminate it there, and passengers for coastal stations through to Littlehampton to alight at Preston Park and catch the following late running train (ie the one we had got on and got off again).

(How does diverting and then terminating a late service get counted in the ‘performance statistics’, or is it a canny way of not being counted at all?)”

I hope you are keeping up with “this farce”, Mr Turner, because then:

“Four carriages of passengers got off the train.

The indicator board and automated announcement at Preston Park then ‘advised’ us to ‘please stand clear of the platform as the next train will not be stopping at this station’,”

because that service was not scheduled to stop at Preston Park. Fortunately,

“it did, four carriages of people reboarding a train that they had already boarded once and then had to get off earlier in their journey”,

eventually arriving at West Worthing at 18.59,

“48 minutes later than scheduled.

Any apologies/communication etc. from Southern? Why bother asking—the poor guard knew as much as we did! Did Southern care or think about the passengers as we were being told to get off trains, get on others, only to then get off what became a diverted and terminating train, and reboard another, yet again. What about people with children, children in buggies, people with mobility problems, people with cases and large bags? Any thoughts about them from Southern”?

Of course not.

“My overall journey was delayed by more than one hour, and according to the delay repay leaflet I should be entitled to compensation ‘made in respect of the OVERALL delay to the planned UK rail journey’.

Will I actually get that?

I suspect not, because on previous occasions when similar delays have occurred on my daily outward and return journeys, Southern have only compensated me for a single journey delay of over 30 minutes…Over the last few months the 10.30 and 11.06 West Worthing-London services, on the Tuesdays that I have to catch them, have all regularly been cancelled”

or late.

My constituent also asked:

“I would also like to know why the real time train running app from Southern shows those cancelled services as ‘running on time’. Another example of totally inaccurate and misleading information that passengers have to endure from a company that doesn’t know how to provide clear, timely, accurate, consistent information from its staff, indicator boards or announcements.

Southern rail services are beyond a joke for those of us who have to use them regularly and I think my experience from yesterday is a graphic illustration.”

[Nusrat Ghani]

My hon. Friend raises a valid point about customer experiences, which do not seem to be heard about at the top table at Southern or Network Rail. Will he join me in urging the Minister to call on Network Rail and Southern to convene regular meetings with passengers so that they can share their real day-to-day experiences on the line?

[Tim Loughton]

I absolutely urge that. Communication is the heart of the problem. If there were real reasons for the delays, and those were communicated properly, there would be greater understanding, and surely also better ways of getting around the problems.

I will quote one final constituent who wrote to me a couple of days ago:

“I am writing to inform you that I believe that Southern Rail has lost its strategic direction and has lost the respect of both its customers and its staff. The Performance Plan published by Southern Rail clearly shows a continuing and substantial reduction in the quality of service over a three-year period and the management of changes at London Bridge further demonstrates a lack of planning and the mitigation of risk. Credibility has been further lost by the recent publication of changes to services to improve performance by reducing the level of service being provided.”

Poor communication, poor timekeeping, poor value for money and a worsening situation: things are not getting better, and given the rising demands on our rail service and the increasing population in the south of England in particular, they can only get worse. Frankly, the rise in passenger numbers that the rail companies always quote to us as some sign of satisfaction has come about because our constituents have no choice but to catch trains if they are heading northwards into London. The fact that they do not get proper compensation payments only adds insult to injury. This has gone on for far too long, and our constituents deserve better.

--- Later in debate ---

[Huw Merriman (Bexhill and Battle) (Con)]

Given that the debate is about punctuality and timekeeping, I shall come well within the four minutes; otherwise, I will hand out my own compensation forms, albeit that, using Southern’s own ratio, I shall pay out only at six minutes plus.

I am also a daily commuter on Southern—I have been for the last nine years, and I continue to be one as an MP. I use the Uckfield line, which is in the constituencies of my hon. Friends the Members for Wealden (Nusrat Ghani) and for Tonbridge and Malling (Tom Tugendhat). I am also a member of the Transport Committee, so I take very well the suggestion that the matter before us would be a good one for it to discuss.

Perhaps I have become immune to the overcrowding I have suffered for almost 10 years on my daily commute, but my experience is that, although things are difficult, they are not perhaps as appalling as others may have found on their lines. The Uckfield line has one track, and capacity is, indeed, an issue. Twitter messages come through when people are rightly frustrated. I missed my child’s last-day-at-school performance, because I was stuck in Oxted for two hours. These things happen, and they are frustrating, but, today, the 6.43 am train came in on time, and I dare say there were no tweets putting that message across. It is important that we also consider the views of the majority who do not get in touch with us.

Capacity is, indeed, an issue, and it concerns me hugely that, as more housing is built in my constituency, the Uckfield line and the coastal line will become even more overcrowded. Those lines are served by diesel engines, so it appears that little can be done—certainly on the coastal route—to introduce more carriages.

Southern Rail takes the view that all its revenue goes to the Government, and that anything it adds on has to come out of its bottom line, so it refuses to add anything. I would like further measures and incentives from Government, to make sure that Southern adds those carriages on. The overcrowding that my constituents in Bexhill suffer at rush hour is incredibly difficult. Equally, however, at other times during the day those two carriages are not really used at all; so, again, I take a reasonable view of the circumstances.

The conclusion of the London Bridge building work will be an amazing experience, and I hope that many of the issues will then become a distant memory. The fact that the rail companies and, indeed, Network Rail, have continued to operate in the station during the largest station engineering project in Europe is testament to their hard work. There have been issues; I was there on the day of the overcrowding that was mentioned. It was incredibly difficult and frustrating, although it is fair to say that some people were making a leap for it because, frustratingly, they could see empty trains moving out, rather than because trains were that crammed. I was in the cram and can testify to that.

London Bridge will be amazing, and it is important to be positive. While we chastise where we should, we also need to give encouragement and welcome the work.

[Nusrat Ghani]

My hon. Friend mentioned Uckfield in my constituency; locally, the line is called the “misery line”. He must have heard news of the Southern engineers strike that may be called next week, because they have been unable to negotiate through the union. My hon. Friend the Member for Tonbridge and Malling (Tom Tugendhat) and I wrote to the union and to Southern urging a cancellation of the strike. I hope that my hon. Friend the Member for Bexhill and Battle (Huw Merriman) will join me in trying to make sure that they resume the negotiations.

[Huw Merriman]

I happily do so. I note the reference to the “misery line”; perhaps I have become immune through being a daily commuter for 10 years, but I tend to look on the brighter side. Things are sometimes incredibly difficult and frustrating, but for the vast majority of the time they work well. It is important to encourage people to see things that way; otherwise, there is a danger that we will become doom and gloom merchants, and we cannot then encourage people to see better times ahead.

I have now gone over four minutes, for which I blame my hon. Friend the Member for Wealden. I just want to make three points. First, it would be good to have more rolling stock. Secondly, it would be good to have a facility for dealing with the add-ons such as exorbitant rises in parking fees and the charging that now happens for duplicate tickets when someone forgets their season ticket. That is outrageous, in my view, because commuters should not be used as a cash cow. Thirdly, there is the issue of compensation. Why do we still have pieces of paper to get us through? Why can we not tap in with a smartcard that tells us when the train should arrive and automatically compensates us when it does not?