Delay Repay: Great Eastern Main Line

Debate between Sandy Martin and Andrew Jones

Wednesday 30th January 2019 Commons Chamber

[Andrew Jones]

My hon. Friend makes an informed point. About 70% of the delays on our rail network are caused by works by Network Rail rather than by the train operating companies, so it is appropriate that we put the focus where the cause is.

I am not in any way trying to suggest that Greater Anglia is perfect; I am just trying to put this in context. The hon. Member for Ipswich (Sandy Martin) raised a point about the compensation scheme currently in place. Greater Anglia is one of the better rated companies in that regard. Contact and payment details can be stored in passengers’ online accounts so that they do not have to fill in their details each time they make a claim, and delay compensation claims can be made via the Greater Anglia app. The principle of keeping things simple and easy for passengers is absolutely paramount, and I agree with his underlying point on that. We have spent a bit of time talking about Delay Repay, and I want to confirm that that is an absolute priority. Colleagues have asked for my assurance that we will be putting our energy into bringing this over the line as soon as possible, and I am happy to provide that assurance. This is work in progress, and I will ensure that everyone is kept informed of the progress being made.

I want to talk bit about some of the other issues that have been raised. My hon. Friend the Member for Colchester talked about the new trains, and they are indeed coming down the line. I am particularly keen that the current performance of Greater Anglia and Network Rail should continue to improve. Their performance is starting to improve, although there was a difficult autumn period with a mixture of infrastructure faults and train faults—as well as some fatalities; a powerful point was made about the number of suicides on our lines—and that has an impact on people. Every single case is obviously an appalling personal tragedy, and that must be borne in mind in any comments that we make. It is also worth noting that the suicide rate in the UK is at a 30-year low. We have seen a fall in the suicide rate on the railways in the past year or so, but it has not been so marked as across the country as a whole.

We have a secure station scheme, which involves an accreditation run through the British Transport police. It has been running for 20 years, and it was refreshed last year to include measures to combat suicide and self-harm. I would be keen to hear from colleagues of any problem areas on the rail network, because I am keen that we should do all we can to help in this regard. That is why we have renewed the secure station scheme to include training and to focus on trying to minimise suicide and self-harm. This is an important point. It is not just about the delays, obviously; it is also about the practical nature of dealing with the intense personal tragedies involved in each case.

[Sandy Martin]

I believe in giving praise where it is due, and in this particular case I believe that we should give praise to Greater Anglia for the project that it is running—I believe in conjunction with Mind—to help staff to deal with these problems and to reduce the number of suicides on the railways. I really hope that that scheme will be successful as well.

[Andrew Jones]

That is an important point well made. Up and down the country, we see TOCs partner with either public bodies or, as in this case, successful and important charities. The British Transport Police and the secure station scheme work with the Railway Children and the Samaritans, for example, and such partnerships can make and are making a difference.

I mentioned that performance has been mixed over the autumn period, but it is starting to improve. Looking at the public performance measures, Greater Anglia’s PPM for the period ending 5 January was 89.7%, which should be compared with the target in the franchise agreement of 88.7%. However, we want to go even further. We want all passengers on our network to receive the best possible service.

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[Sandy Martin]

Will the Minister accept that although the regulated fares have gone up by something approaching 3%, there were unregulated fares that went up by very much more than that? Can he explain why, for instance, the Anglia rover ticket went up by something approaching 30%?

[Andrew Jones]

I am afraid we will have to take up that individual question with the rail operating company. The position we are taking is that we impose the cap on regulated fares, where customers do not have a choice, so that they do not become the victims of insufficient market choice. That is how the system was created and that is why we have run it for six years in a row.

We have been talking about how we can take cost out. As we look into rail inflation, we recognise the need to move away from RPI towards CPI. The Secretary of State has discussed this with rail operating companies and written to the rail trade unions to ask for their understanding and co-operation. I have also discussed the issue with the rail trade unions when I have met them, although we have not yet made quite the progress that I was hoping for.

One thing highlighted has been the nature of value, not just the absolute price. The point about value is well made, because it is a question of the absolute price for the goods and services received. I hope we will be able to demonstrate significantly greater value as some of the benefits of the investment come through. We will see those benefits in more reliable journeys, greater resilience in the network and, in particular, the new rolling stock.

I appreciate that passengers across the region, including Colchester, have not always had the service that they deserve. The maintenance of a high standard of customer service performance is the absolute priority, but I recognise that when things go wrong, passengers should receive the appropriate level of compensation. The focus of our discussions with Greater Anglia are to ensure that the key criteria we have been talking about today are satisfied and delivered, and that we reach agreement to implement Delay Repay 15. My commitment to the House is that I will focus on this over the next few weeks.

With the record level funding on our network services and new rolling stock being rolled out this year by Great Anglia, I am optimistic about anticipated improvements for constituents in Colchester and right across East Anglia.

I hope that, in a year’s time, passengers across Colchester, and right across the east of England, will see the very real benefits of the investment that matches our railway vision—