Delay Repay: Great Eastern Main Line

Will Quince Excerpts

Wednesday 30th January 2019 Commons Chamber

[Will Quince (Colchester) (Con)]

We are starting this debate somewhat early, and it happens to be a debate on rail delays. Looking at the time, I can work out that I have approximately two and a half hours, which the House will be pleased to know I have no intention of filling. Ironically, though, it does happen to be the longest delay I have ever encountered, personally, on a Greater Anglia train—and that is a fact.

I am hugely grateful for the opportunity to raise the issue of Delay Repay 15 on the great eastern main line. It is an issue that is hugely important to thousands of my Colchester constituents who are regular rail users and commuters. To set the scene, as a rail user myself, I know that sadly—as commuters regularly, in fact almost daily, remind me on Twitter and via email—our rail service is often lacking, with short forms, delays, dirty trains, poor communication, and regular line, points, overhead wire or signal faults. My constituents and I have experienced every kind of delay possible, whether it is snow, ice, leaves, rats, or being too hot or too cold. It is quite incredible to think how other countries run effective rail services.

It is hard to feel convinced, and certainly to convince constituents, that we receive good value for money when the situation appears to be getting worse while rail fares and car-parking charges increase. I would never seek to presume or know what the Minister may be thinking, but I would hazard a guess: that complaints on social media are common enough, and that very rarely will anyone tweet their local MP to say, “My train’s arrived perfectly on time—please thank the Transport Minister on my behalf.” Perhaps he is thinking that this issue, while important, may be over-inflated by grumpy rail users like myself. I find the situation to be the complete opposite. I think that people have got so fed up with complaining about rail services that they have given up complaining about rail services.

Before we get off on the wrong track—there will not be too many bad puns—let us adopt a more statistical approach. The national rail passenger survey of more than 25,000 passengers in autumn 2017 has made something clear. For the avoidance of confusion, I have stripped the dataset down to the 1,493 Greater Anglia passengers involved in the survey. It is starkly but unsurprisingly clear that we are experiencing the lowest overall satisfaction with Greater Anglia services for over five years. On delays, which is the subject of this debate, only 32% of commuters are satisfied with Greater Anglia’s track record. The punctuality and reliability of services was also consistently ranked the single most important consideration for commuters.

Things have not improved much since autumn 2017. In the past 48 hours, we have seen in the press that Greater Anglia passengers have become significantly less satisfied with their journeys over the past 12 months. According to new figures from the rail watchdog Transport Focus, only 73% of passengers were satisfied with their journeys on Greater Anglia. That figure was 81% in its survey the previous year.

[James Cartlidge (South Suffolk) (Con)]

I congratulate my hon. Friend on securing this debate, which I welcome. He is a great campaigner on this issue. One cause of dissatisfaction among our constituents on this line is the fact that they so often have to stand. Does he agree that we should look at compensation for not only delays but standing? Is it right that someone who stands, often for two hours or more, pays the same fare as someone who has a seat?

[Will Quince]

I thank my hon. Friend for his intervention. He is right; nobody should be standing on a train for this length of time. Nobody should be standing to get to London Liverpool Street from average commuter towns like Chelmsford or Colchester, or even as far as Norwich. The journey from Chelmsford is about 40 minutes, from Colchester it is about 55 minutes and from Norwich it is one hour and 45 minutes or even two hours; we hope to get that down to one hour and 45 minutes with the new trains. Increased capacity will come with the new trains, but there is a massive issue with standing. It is not uncommon to see people—indeed, I have done it myself—standing between Colchester and London. That is not acceptable.

[Mr Jim Cunningham (Coventry South) (Lab)]

The west coast main line is not as bad, but we often have cancellations, and people stand at Euston waiting but are not told the reason for the cancellation. There is an argument for new rolling stock, whether on the hon. Gentleman’s line or the west coast main line. I agree with his point about fares. The public have got so used to fares being increased that they feel helpless to do anything about it. Fares are far too high now.

[Will Quince]

I thank the hon. Gentleman for his intervention. Fares are an interesting point. Of course everyone would like to see rail fares come down, but most people say that they want their fare to represent better value for money. We are fortunate that we are getting a brand new fleet of trains, at a cost of some £1.4 billion, but to set that in context, we have waited in some cases 40 years for it. Some of our rolling stock is decades old—in fact, I think some of it even breaches standards in 2019, so it needs to be replaced in any event.

I think the public are clear about what they want: punctual services. In the unfortunate event that that is not possible, adequate compensation for the delay must be available. I would be the first to argue that we should focus our efforts on improving the reliability of the service. Rail users would rather not face delays than receive compensation.

I have raised this issue numerous times with Greater Anglia, which has assured me and colleagues that it is investing more than £20 million in improving the performance of its existing trains. As I mentioned, it is also engaged in a £1.4 billion investment programme over the next two years to replace its current models with new trains, the first of which are due to enter service on the line this year. As I said to my hon. Friend the Member for South Suffolk (James Cartlidge), that will increase capacity on our line, with 1,043 carriages available compared with 937 at the moment. That is good news. It is long overdue—sadly, like some of the trains leaving Colchester—but I welcome these announcements.

We must not forget Network Rail, as most of the delays on our line fall under its remit. Members of Parliament from across our region, ably led by my hon. Friend the Member for Norwich North (Chloe Smith) and my right hon. Friend the Member for Witham (Priti Patel), have called for repair and renewal work on our line as part of the great eastern main line taskforce. We have helped to secure £2 billion as a funding settlement for our line, and we will start to see the benefits of these works in reduced delays and disruption.

I wish to touch on the sensitive and incredibly sad issue of suicide, as I know that fatalities on the line are often the cause of the longest delays. I want to reassure rail users that Members of Parliament from across this House on our line have been working closely with Greater Anglia, Network Rail and the Department to do all we can to put measures in place to try to reduce and minimise the number of people who are, tragically, taking their own lives on our lines.

I hope I have set out why there are good reasons for optimism. I appreciate that I was relatively disparaging about our rail service to start with, but a lot of constituents would feel exactly the same.

[Stephen McPartland (Stevenage) (Con)]

Although we are in the same region, I have a different rail line, with a huge variety of rail providers involved on that line. We have had a 100% increase in capacity, lots more seats, a huge range of wi-fi on some of the trains, yet passengers remain frustrated about value for money and the challenges on punctuality. How does my hon. Friend feel we can tackle that value for money problem?

[Will Quince]

I thank my hon. Friend for his intervention. I used to live in his constituency, so I know that rail line well. I understand that the trains have improved somewhat since I lived there. When we ask rail users what they want, most of them say that they want reliability, a punctual service, a plug socket and to be able to get a seat. Ideally, they would also like wi-fi. So speed is important, but it is usually a factor that is further down the list. Those are basically the core component of what people want and expect in terms of value for money, and I hope the Minister will address that in a little more detail.

As I said, I hope I have set out why there are good reasons for optimism about the great eastern main line. We have an entire new fleet of trains coming, with a significant investment in rail infrastructure, which should lead to a reduction in disruption and delays. However, that cannot and must not be used as an argument against the rapid introduction of Delay Repay 15 on the great eastern main line.

On 13 October, we had some welcome news from the Department, as the Secretary of State announced an improved compensation scheme—Delay Repay 15. Under this scheme, passengers are able to claim 25% of the cost of a single fare tickets for delays of between 15 and 29 minutes. The scheme would go a long way towards incentivising improved efficiencies in the franchise and compensating commuters for the inconvenience suffered as a result of delayed services. Delay Repay 15 has already been rolled out on Thameslink, Southern and the Great Northern franchises, but not on the great eastern main line under Greater Anglia.

As I know from my own train journeys between Colchester and Liverpool Street, the smallest delay to a daily commute can cause, over time, significant disruption to our professional lives, especially in the mornings, and significance inconveniences to our private lives in the evening—it can make the difference between being able to tuck one’s kids into bed at night or not. We should not underestimate the importance of that. Ultimately, like most of my fellow rail users, I would rather the reliability of the service be vastly improved first, but I know that my constituents would also welcome the introduction of improved compensation rights.

[Sandy Martin (Ipswich) (Lab)]

I congratulate the hon. Gentleman on securing this Adjournment debate, and I apologise for not being here for the start of his speech. I absolutely agree with the whole campaign, which is brilliant. Our passengers deserve this. Does he agree that any compensation scheme needs also to be easy to use and that Greater Anglia needs not only to introduce Delay Repay 15, but to make its current scheme more user friendly, so that when people try to claim compensation, they are not blocked from doing so?

[Will Quince]

I thank the hon. Gentleman for that intervention and for the role he plays on the great eastern main line taskforce. One reason why it has been so successful is that all the MPs from our region have spoken collectively with one voice, taking the politics out of the issue, and have focused on the main issues that are going to drive improvements on our line. We work closely together on that.

On the specific point about Delay Repay, the hon. Gentleman made a very good point. There is little point in having a compensation scheme if it is so hard and difficult to operate—it is not user-friendly—that people do not use it. There are of course people who will not bother with it or, for whatever reason, choose not to use it. Some choose to make a charitable donation, and the figure to date for what people across our region have chosen to donate, instead of receiving that money back, is somewhere in the region of £8,000. I agree entirely with him that it is important—in fact, imperative—that we make these Delay Repay schemes as easy and as user-friendly as possible. We should ensure people know how to do it, so it is important that the information is there in the first instance, and then make it as easy as possible for them to complete and to get the refund.

The Secretary of State rightly said back in October 2016 that when things do go wrong for commuters on our rail network

“it is vital that they are compensated fairly.”

The stated policy of the Department for Transport is to move all franchise operators to Delay Repay 15 as new franchises are let. I welcome this decision, but there is one big problem. Currently, Delay Repay 15 has been rolled out only on franchises that were let after October 2016. Herein lies our issue: the Greater Anglia franchise started in October 2016, but the franchise agreement was signed in August 2016. Eligibility for Delay Repay 15 has therefore been denied to the great eastern main line for a number of years as a consequence of a handful of weeks or even, dare I say, days. The irony is not lost on me that it is a timetabling issue that has delayed the introduction of Delay Repay 15 on our line. [Interruption.] That was poor, I appreciate.

Passengers on the great eastern main line are still only offered the original Delay Repay scheme, which compensates customers for the occasions on which they are delayed for 30 minutes or more, not the improved Delay Repay scheme for delays of 15 minutes or more. I can assure you, Madam Deputy Speaker, that it is quite incredible how many journeys are 27, 28 or 29 minutes late. I have been on many of them, and 29 minutes is quite a long time to be delayed, even when it affords a good opportunity to take in some of the beautiful north Essex countryside. [Interruption.] And, indeed, Suffolk, which I believe is also very beautiful.

What I am concerned about—hence this debate—is that if Delay Repay 15 is rolled out if the franchise is re-let on the same timetable as its predecessor scheme, passengers on our line will not have access to the DR15 scheme until October 2025, when the current franchise ends. That would be totally unacceptable. Fortunately, in November 2016 the Government stated their intention to explore the roll-out of Delay Repay 15 during that Parliament. Subsequently, in February 2018, the former Minister of State for Transport, my hon. Friend the Member for Orpington (Joseph Johnson), confirmed in a written response to my right hon. Friend the Member for Witham:

“The Department has received a proposal from Greater Anglia in relation to implementing Delay Repay 15 before their present contract expires. This proposal is in the early stages of being reviewed and analysed to determine whether it is affordable and represents value for money.”

May I ask the Minister what progress has been made in these talks, which were in their early stages one year ago? I am calling on the Department for Transport to ensure that talks with Greater Anglia are fast-tracked to ensure that great eastern main line rail users have the same compensation rights as rail users in other parts of our country. The current situation only entrenches a postcode lottery in a system in which those who use the great eastern main line are less protected from delay and less entitled to compensation than users in other parts of our country.

It seems to me that it is certainly time that Delay Repay 15 was introduced on the great eastern main line. I hope to hear from the Minister that he can offer me and the many rail users on our line—the tens of thousands of rail users—some assurances on this matter and update me on the progress in the talks with Greater Anglia. I really hope that, in the next few weeks and months, we can get this nailed and make sure that our constituents and rail users have exactly the same rights as other rail users up and down our country.

[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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[James Cleverly (Braintree) (Con)]

I congratulate my hon. Friend the Member for Colchester (Will Quince) on securing this debate on a perennial concern for my constituents.

I have lost count of the number of times I have received contact, through social media, email and written correspondence, from my commuters about the Braintree branch line to Liverpool Street. Even from the start of this year, my private office has been inundated with correspondence about the service—the lack of service and the delays to services—my commuters receive. Braintree, the town after which my constituency is named, is the last station on a branch line. This debate is rightly about the introduction of Delay Replay, but my hon. Friend is completely right that ideally we want a situation where my constituents and commuters do not have to rely on repayment or compensation for delayed services. What they really want are regular and reliable services.

All of us who use the railway line understand that, as a branch line service, we have a limited number of trains at our disposal—typically about a train an hour. It is therefore so very important that reliability is at the forefront of the train operating company’s priorities. If a train is delayed or cancelled, my constituents are presented with a tough choice: find some means of transporting themselves to Witham, which is where the branch line joins the main line; go into town to Chelmsford for the availability of car parking spaces; or phone work to make their apologies and excuses. That is not a decision that anyone would wish to have regularly forced upon them.

My constituents want to know that, when they turn up at the station, the train that is meant to depart at a certain time will depart at that time and get them to work on time. I have heard anecdotal reports of a number of people losing their jobs or being refused job opportunities because they are unable to get the reliability they need in their working lives—a direct result of the unreliability of the service on my branch line.

[Will Quince]

I have heard similar anecdotal cases. We must not forget that people do not just have issues getting to work; they need to get home, too. A lot of people have childcare providers. If parents are not back by a particular time, there is a real issue. People are in effect having to make a choice about whether they take a job that involves commuting into London. That affects our economy, and it affects people’s personal, social and family lives. Does my hon. Friend agree that that is not acceptable?

[James Cleverly]

My hon. Friend is absolutely right. Work-life balance is very important. We recognise that commercial activity underpins the funding of public services—that is key—but life balance is also really important. My hon. Friend is the father of two lovely little girls, and I know that he is very proud of them. All of us want to be able to make a commitment to our families, but that is detrimentally affected when services are cancelled and delayed.

--- Later in debate ---

[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.

[Will Quince]

I thank the Minister for giving way again. He is being incredibly generous. May I suggest that one of the reasons why Greater Anglia is so prolific on Twitter is the fact that it has so many rail users who tweet complaints to it, which it has to respond to?

[Andrew Jones]

I do not quite accept that. We can see passenger numbers. We can see when performances fall. Since taking this role 10 weeks ago, I have found my inner train spotter, and I now look at the train performance of franchise operators several times a day. So my hon. Friend’s claim that Greater Anglia is among the worst performers in the country is, I am afraid, not correct.

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[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—

[Will Quince]

rose—

[Andrew Jones]

I had just one word left to go.

[Mr Deputy Speaker (Sir Lindsay Hoyle)]

Order. I can help the Minister. He did not have to give way. Come on, Will Quince.

[Will Quince]

Thank you, Mr Deputy Speaker. I was actually rising to thank the Minister for being so generous in taking so many interventions during this debate.

[Andrew Jones]

That is extremely kind of my hon. Friend. I have to say that I want to make absolutely sure—