At the beginning of the year, we recognised that our services were not as reliable and punctual as they should be. We are sorry. We want to explain why – and more importantly tell you what we are doing to improve.
Whilst some of the reasons were external – winter weather, overhead wire and signal problems – we hold our hands up, we got some things wrong and now we are working hard to put them right.
We started with ourselves. We have changed the way we are organised, with more staff managing services at local level on our routes into London. We have changed our processes, reviewed the timetable and changed the way we deliver it. Most of the things we are changing are the things you can see. We are improving our trains, our peak services, the numbers of seats available, our stations and the information you need for your journey.
All of the things we are doing we believe will make your journey better, more comfortable, on time, delivered reliably and with more care. We hope that you have already begun to notice improvements in your journey. This is what we are doing, and when:
New trains
How we are doing it
We are replacing the older trains with a £190 million investment in new electric trains for our longer distance services.
When it will happen
37 four carriage trains are now in service.
More seats
How we are doing it
We have introduced a brand new service – the ‘Watford shuttle’. The shuttles are extra peak time services just for passengers who travel from Watford, Bushey and Harrow to London. This will also mean that our longer distance services into London can be quicker and have more available seats.
When it will happen
The first shuttle started in May and by the end of the year we plan to introduce further services on weekday mornings and evenings.
More trains
How we are doing it
Longer term, London Midland has applied to the Department for Transport for extra train carriages, over and above the ones we have now.
When it will happen
From 2011 onwards. This will allow time for new trains to be built and existing trains to be refurbished as well as extra facilities opened to maintain and clean them.
More punctual
How we are doing it
Running our trains on time, safely, reliably and consistently are our top priorities. Information about performance is now shown at stations and on our website each month.
When it will happen
We have already made progress since the start of the year and the performance of our services is getting back to where it should be. We aim to get back on target for performance as quickly as possible.
Better information
How we are doing it
We are renewing the electronic information and public address systems at the stations we manage between Northampton and London Euston. The first stations to benefit from this new technology are Watford Junction and Milton Keynes Central.
When it will happen
The first systems were introduced in May, with work at all other stations completed later in the year.
Shorter queues
How we are doing it
More staff working at ticket windows to help at peak times in our busiest stations and our new website making it easier to buy tickets online and get the information you need about your journey.
When it will happen
The new website is live. We have made the changes at Watford Junction already and are in the process of making changes at Milton Keynes Central.
Better stations
How we are doing it
We are investing over £11 million in making our stations better, safer and easier to use. We are working with our partners to deliver a further £9.5 million worth of improvements at over 40 smaller stations across our network.
When it will happen
We have already improved signage, decoration and facilities at Rugeley Trent Valley, Tamworth, Northampton, Milton Keynes and St Albans Abbey. We have a programme to improve the signage at the 149 stations we manage, over the next two years. 51 London Midland stations have now been accredited under the national secure stations scheme.
Listening
How we are doing it
Directors and senior managers listen to passengers regularly at our Meet the Manager events. Our new Passenger Panel will help involve passengers and stakeholders in planning our future services.
When it will happen
We hold a Meet the Manager event every month.
Our Passenger Panel is up and running.
Service Quality Management System
We continually monitor all aspects of the customer journey experience on trains and stations internally, via our Service Quality Management regime.
