Delay Repay: Great Eastern Main Line

Vicky Ford Excerpts

Wednesday 30th January 2019 Commons Chamber

[Vicky Ford (Chelmsford) (Con)]

I rise to speak in this Adjournment debate to give my extraordinarily strong support to my hon. Friend the Member for Colchester (Will Quince) and colleagues from across the east of England in the campaign to improve the Delay Repay compensation for users of the great eastern main line and specifically to ask the Minister to introduce a 15-minute Delay Repay scheme.

The price of a season ticket from Chelmsford to London is now £5,168. People are paying a huge amount of money to travel on our trains, and when they are delayed or fail to show up, people should be compensated. We must hold the train operators to account. Other parts of the country offer 15-minute Delay Repay services to commuters and rail customers. We rail users in Essex, Suffolk and throughout East Anglia should not be treated as second-class passengers.

This is not the first time I have spoken on Delay Repay in this House; according to Hansard, I have raised the issue four times in ministerial questions. I remember once running into the House from the train station because my train from Chelmsford had been so delayed that morning—I arrived only just in time to ask my question. The Secretary of State has said on the Floor of the House that he hopes that Delay Repay will be introduced this year. I hope that the Minister will be able to give further reassurance.

In Chelmsford, my constituents have faced continual delays and cancellations, especially over the past 12 months. They have also faced situations where trains that were promised to be 12 carriages long turned out to have only eight or four carriages. Chelmsford railway station is the busiest two-platform station anywhere in the country. When trains are shortened or cancelled, it becomes incredibly overcrowded very quickly, putting passengers in danger.

Sometimes passengers cannot get on to the next train. Even though they turned up and hoped to get on a train that in theory was leaving on time, they simply could not get on to it, because it was overcrowded. It has been a complete nightmare, particularly last summer in the heatwave when the air conditioning did not work on many ancient carriages, some of which are 40 years old. Many carriages were taken out of service, so we had more and more short-formed trains.

The good news is that new trains are coming. The vast amount of money—£1.4 billion—that will be spent on brand new trains and rolling stock is really welcome, but my constituents have waited a very long time for those trains. They need to get fair value for money for the service that they are receiving today.

While I have the Minister’s ear, I shall refer to some other issues surrounding the rail service. The new trains will help, but as I said, we are the busiest two-platform station anywhere in the country. We have waited at least 20 years for the promised second railway station in Chelmsford. We are building tens of thousands of homes across the Chelmsford district and more widely across our neighbouring district, and a second railway station has been promised for at least 20 years.

I was delighted to hear today that plans are afoot for that railway station in north Chelmsford to become a passing loop, which will help passengers from all across the east of England. A passing loop north of Chelmsford will allow more trains to run along the whole network, so it will be a significant infrastructure improvement. However, we still have to wait many years before that promised railway station comes online, and we still do not quite have the full commitment for funding. I ask the excellent Minister to look at how we can speed up plans to get that second railway station built in Chelmsford, not just for the people of Chelmsford, but for rail passengers up and down the region.

[Will Quince]

My hon. Friend refers to the Beaulieu Park station, which is important not just for Chelmsford but for the whole great eastern main line, because it affords us the opportunity to create two passing loops between Chelmsford and Colchester. That will hugely increase capacity on our line.

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[Vicky Ford]

Absolutely. I thank my hon. Friend for making that point so clearly. The passing loop will provide the incredibly overcrowded train line that goes across the east of England with more capacity, and that will enable stopping trains to be overtaken by fast trains. That will help people at Colchester and the people who then travel on from Colchester to areas such as Clacton and the stations in between. It will help the people of Norwich and Ipswich, because their trains will be able to overtake at that key point. Rail Minister, this would give us not just a train station but a passing loop—two bits of infrastructure for the price of one. We really must bring it on board.

We have waited many, many months for our 15-minute Delay Repay. As I have said, other parts of the country already have it. Let us get it in the east of England. We should not have a second-class railway service. I will continue to fight for the service my commuters deserve.

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[James Cleverly]

My hon. Friend is absolutely right.

My hon. Friend the Member for Colchester rightly focused on Delay Repay, and I echo his calls. I will not repeat the requests he made of the Minister—from where I am standing, I can see the copious notes that the Minister has written, so I know he has made a note of that point. There are other things that I would like him to consider. I wrote to him recently about this issue, and he assured me that I will have a reply in good time. I will not chase him on that, because I know that mine is not the only correspondence he has received about this issue.

On encouraging people to use more environmentally friendly modes of transport, I find it difficult to have a meaningful conversation with my constituents about leaving their cars behind. It is very difficult for me to persuade even people who live in Braintree, who have the best opportunity to step away from the internal combustion engine, because their immediate response is, “Well, James, I have to rely on my car because I cannot rely on the trains.” The lack of reliability therefore has an impact not just on train services, but on more environmentally friendly modes of transport.

One of the issues that I brought up with Greater Anglia and that is linked to Delay Repay is the importance of speedy and accurate communications when things go wrong. Everybody is frustrated if a train is delayed or cancelled, but there is perhaps nothing more frustrating than waiting at the station not knowing whether the train is delayed and not having enough facts to make choices about credible alternative methods of transport.

When trains are delayed, my constituents must decide whether to walk back to their house to get their car to drive to another station and to park there, or whether to make alternative arrangements and change their childcare. If they decide to get in their car and move, there is little more frustrating than seeing the train that they could have been on pull out. Communication is therefore key.

[Vicky Ford]

I want to reinforce my hon. Friend’s point. The national rail passenger survey results have just been published, and the satisfaction of our railway users has dropped significantly. They are particularly dissatisfied with the information and complaints process. Some 48%—nearly one in every two passengers—report that they are dissatisfied with how information and complaints are dealt with. I back my hon. Friend up on this. Minister, we have to get clearer information to passengers. There is no excuse not to; that really could make a difference.

[James Cleverly]

My hon. Friend is absolutely right.

The final point that I want to make is that my commuters—I am sure this is true of all commuters across the region—are not unreasonable people. They are pragmatic. They understand that the rolling stock is old and is in the process of being replaced. They recognise that the route into London is going through a refurbishment and upgrade programme, which causes disruptions. Even though they pay the same amount of money for their season ticket as people on the main line, they recognise that they are on a branch line, which has certain disadvantages. They are sensible, pragmatic, reasonable people. That said, their patience is not an ever-filling well. When I hosted a public meeting last spring, the passion—I will put it no stronger than that—of my commuters and their desire to see the service and the communication improved and to see Delay Repay introduced in a timely manner cannot be overstated.

I have no doubt that the Minister has heard the concerns of colleagues representing this area, and he knows what we want first and foremost, but I hope that, if he can get a resolution on Delay Repay, he will then turn his mind to other enduring challenges, such as improving communication and wi-fi.

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[Andrew Jones]

It would be very challenging to introduce that extra condition to the compensation structures. We must try to ensure that there are enough seats, but it is hard to guarantee that everyone will have a seat on every occasion. The right to a seat is not actually included in the ticket—the ticket entitles the passenger to ride and to complete the journey, but not to have a seat—although of course we want passengers to have comfortable seats, along with access to wi-fi, power sockets and so forth. I am aware of the issue that my hon. Friend has raised, and I will certainly give it further consideration.

We introduced Delay Repay 15 in Britain’s largest rail franchise, Govia Thameslink, on 11 December 2016, and it was introduced in c2c in February 2018. It is also part of the new South Western and West Midlands franchises, and was introduced most recently in the Northern franchise, last December. It will be a contractual requirement for all other Department for Transport franchises when contracts come up for renewal, so it will become a regular feature of what our rail service looks like up and down the country.

Greater Anglia currently offers Delay Repay 30. We have been actively engaged with the company to secure an affordable and value-for-money scheme for the Delay Repay 15 launch, and the process of agreeing on commercial terms is at an advanced stage. We are not quite there yet, but I can tell Members that I am confident of being able to bring them some news within weeks. I will, of course, ensure that I keep everyone informed of our progress. The Department is doing significant work in liaising with Greater Anglia. The delays in introducing the scheme in franchises are due to the complications involved in changing the nature of the contractual arrangements, and that is the only reason for the delay in this instance.

[Vicky Ford]

I thank my hon. Friend for telling us that he hopes we will be able to hear more news about Delay Repay within weeks. We have talked a great deal about the complaints that are received, and I receive many, but when we do positive things for our commuters, they really appreciate it. On 2 January I received this little message from one of the younger commuters in my constituency:

“I just got my millennial railcard and will be saving…£1,000 this year! All thanks to a Conservative Government!”

The introduction of this compensation scheme will be greatly appreciated.

[Andrew Jones]

As ever, my hon. Friend has made a very wise point. On 2 January, the industry introduced the millenial railcard for those aged up to 30, as well as a railcard for 16 and 17-year-olds. Everyone up to the age of 30 now has access to discounted fares via a railcard. We want to ensure that more people have access to our railway.

There have been a few questions about how the rail operating companies handle compensation claims. The Office of Rail Regulation recently published the figures for delay compensation claims settled within the industry target of 20 working days during rail periods 1 to 7. Greater Anglia achieved 99.7% compliance, which means that passengers are receiving their compensation in a timely manner. Figures published by the Department in October last year showed that Greater Anglia is among the leading train operating companies in terms of its passenger compensation claim rate. The research also showed that Greater Anglia is the most proactive TOC on Twitter, accounting for 72% of tweets.

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[Andrew Jones]

I can absolutely confirm to my hon. Friend that trains cannot go beyond the end of the line, because it then gets very wet. However, there is no way that different parts of the network are being treated disproportionately. There is an even approach, and everybody is entitled to a good service. That is what we are working towards. The Department’s work with the train operating company looks at performance as a whole, not individual parts, so I assure my hon. Friend that his concerns are being addressed.

I was talking about how we want to go further. The target is to have over 92% of trains arriving on time by the end of the franchise. Together with Network Rail, the train operating company needs to manage day-to-day performance and ensure that passengers see performance improve. It is my priority to see our trains provide an excellent service that delivers a network upon which commuters and passengers can rely every day.

Many colleagues have mentioned new trains. Greater Anglia has a great initiative, but it is part of a bigger scheme right across the country. Some 7,000 new carriages will be entering service on our network over the next two years, and the change is comparable to the UK’s move from diesel to steam. It is that kind of scale of development. The new trains will deliver significant improvements for passengers. In Greater Anglia’s case, the entire fleet of trains will be replaced, with over 1,000 new carriages on order. They are being built by Stadler and Bombardier, with manufacturing and construction well underway. The first five of the new Stadler trains have been delivered to Norwich Crown Point depot, where they are undergoing testing and acceptance processes.

We expect that the new trains will start to be rolled out across the network from the middle of this year, with the full roll-out completed by the end of 2020. These state-of-the-art trains will provide many more seats for busy services, which relates to points raised by my hon. Friend the Member for South Suffolk (James Cartlidge) and the hon. Member for Coventry South (Mr Cunningham). The new trains will be more efficient, accelerate faster and have much better customer information. They will also provide a much-improved on-board environment with wi-fi, air conditioning and power sockets, which goes back to the contribution from my hon. Friend the Member for Braintree .

I want to inform the House that Greater Anglia has a franchise commitment to deliver two direct trains each weekday between Liverpool Street and Norwich in 90 minutes and two direct trains each weekday between Liverpool Street and Ipswich in 60 minutes. Those new services follow long-standing campaigns from both sides of the House, and they will commence in May. Since the start of the franchise, Greater Anglia has invested over £100 million at stations and depots and in ticketing initiatives. Major station upgrades have been completed at Norwich, Ipswich, Cambridge and Chelmsford, but I will have to take away the point made by my hon. Friend the Member for Chelmsford about the second railway station there. I will need to do a bit of research to provide the exact up-to-date position, but I will write to her with that information. I recognise the point about two for one and the passing loop, which has improved resilience across the entire network.

[Vicky Ford]

I thank the Minister so much for saying that he will do some up-to-date research. Will he also arrange to meet me to discuss the issue?

[Andrew Jones]

I would be delighted. We will get that in the diary rapidly.

Let me give the House a degree of context, because the Government are continuing record levels of spending. The budget for control period 6, which is the next period of rail investment funding starting in April 2019 and running through to 2024, is around £48 billion, the largest in British history. We are delivering the biggest rail modernisation programme in over a century, which means faster journeys, longer trains, longer platforms and more seats for passengers. We use giant numbers in the rail sector, but it comes down to what we are delivering for the rail journeys that our constituents make every day.

I am aware of the renewal work as part of the upgrade, and I recognise that it is not possible to work on the railways without causing some degree of inconvenience, but it is all about improving the reliability of our network. In the past we saw a bias towards enhancements, new services and new infrastructure, rather than maintenance. That will change in control period 6, with a bias back towards maintaining the network to reduce things such as speed restrictions and to make services more reliable by unscrambling some of our rather ancient Victorian infrastructure.

The national rail passenger survey results have been mentioned, and they were published yesterday. Overall satisfaction with Greater Anglia has dropped by eight percentage points, compared with the same period last year, to 73%, and no company would want to go backwards. The most significant falls in satisfaction, compared with last year, are on: punctuality, down 10 percentage points; the helpfulness and attitude of staff, down nine percentage points; and connections with other services, down nine percentage points. That decline in satisfaction is disappointing, and it is for Greater Anglia to work closely with Network Rail to improve its performance and to deliver the service and punctuality its customers expect. I include communication improvements within that, as that has been mentioned by colleagues. I will be holding Greater Anglia to account for delivering it.

The Government set the maximum amount by which regulated fares can rise, and train operators can choose to raise their fares by a lower amount. There is no requirement for rail operators always to raise by the maximum. This year we have capped regulated fare rises in line with inflation for the sixth year running.