Regulator calls on Network Rail to improve performance for passengers across Eastern region
25 October 2024
The Office of Rail and Road (ORR) has today called on Network Rail to take urgent action to improve performance for passengers across the Eastern region.
In a letter to Network Rail’s chief executive, Andrew Haines, ORR’s chief executive John Larkinson sets out a number of areas where the company must improve, including:
- Punctuality: Performance on the Greater Anglia network has been below average for the last six months, with only 85.4% of trains arriving on time.
- Reliability: There have been a number of high-profile incidents of disruption on the network in recent months, including a major signalling failure in August that caused widespread delays and cancellations.
- Customer service: Passenger satisfaction with Network Rail’s services has declined in recent months, with particular concerns about the lack of information provided during delays and cancellations.
Mr Larkinson said: “Passengers in the Eastern region deserve a reliable and efficient railway. However, performance has been unacceptable in recent months, with too many trains delayed or cancelled and too many passengers left frustrated.
“We are calling on Network Rail to take urgent action to address these issues. The company must improve punctuality, reliability and customer service, and it must do so quickly.”
Network Rail has said that it is committed to improving performance for passengers in the Eastern region. The company has put in place a number of measures to address the issues identified by ORR, including:
- Investing in new infrastructure to improve reliability
- Recruiting and training more staff to improve customer service
- Working with train operating companies to improve punctuality
However, ORR has said that Network Rail needs to do more. The regulator has given the company until the end of the year to produce a detailed plan setting out how it will improve performance.
If Network Rail fails to meet ORR’s expectations, the regulator could take enforcement action, including fines or other sanctions.
Regulator calls on Network Rail to improve performance for passengers across Eastern region
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