Southern Railway (Performance)

Tom Brake Excerpts

Wednesday 8th July 2015 Westminster Hall

[Nick Herbert (Arundel and South Downs) (Con)]

I beg to move,

That this House has considered the performance of Southern railway.

On reflection, I think I could have tabled a different motion and begged to move “That this House has considered the performance of Southern railway and found it wanting.” I could also have included Network Rail in the scope of the motion that hon. Members and I want to debate this morning: we should all accept from the outset that Network Rail bears its share of responsibility for the lamentable performance of Southern over the past few months. I want to focus on the performance of Southern railway, but I will not speak for too long as I am aware that a large number of Members wish to make points. I hope everyone will have an opportunity to do so.

My right hon. Friend the Member for Mid Sussex (Sir Nicholas Soames) has been assiduous in raising his constituents’ concerns about the performance of Southern; he very much regrets that he is unable to be here today, but I have undertaken to raise many of his constituents’ points for him. My hon. Friend the Member for Horsham (Jeremy Quin) is attending a Select Committee, but he intends to come along to this debate. If there is time, I hope it will be possible to call him to speak, Mr Turner, because his constituents are concerned about what is going on.

The plain facts of the matter are these: according to Transport Focus, which conducts an authoritative survey of passenger satisfaction, 82% of passengers were satisfied with the performance of Southern in autumn 2010. That still meant that about a fifth of passengers were dissatisfied, but let us leave that aside. By spring 2015—these are the latest figures—only 72% of passengers were satisfied with Southern’s performance. According to this authoritative survey, more than a quarter, one in every four, of passengers travelling on Southern are dissatisfied with its performance. That makes Southern officially the worst franchise in England. It has the lowest satisfaction rate of any franchise. The company should hang its head in shame at what passengers are saying.

Southern actually has ratings lower than that. The percentage of passengers satisfied with the availability of staff at the station, for instance, remains at a very low 58%. The figures are simply unacceptable. My first key point is that the one thing that passengers expect and need is a reliable train service to get them to their chosen destinations, particularly if they have flights to catch or if they are going to and from work.

[Tom Brake (Carshalton and Wallington) (LD)]

I apologise, but I will not be able to stay for the whole debate. Like me, in the past 24 hours the right hon. Gentleman will have received in his inbox an update on Southern’s performance improvement plan; it has clearly been a bumpy ride.

Another thing that passengers want is decent compensation. Does the right hon. Gentleman think that paying compensation after a 15-minute delay, rather than a 30-minute delay, would be appropriate? Does he agree that getting the train companies to publicise how people can claim compensation when their train is running late, or at the stations where they are arriving late, might be a good way to improve passengers’ views of Southern and Network Rail?

[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.