SEPTEMBER 2018 Take a look…
2 Disruption
action plan
3 How to...
choose the cheapest fare on a ticket machine
Making new trains suitable for all We are replacing every single train on our network with brand new trains – and we want to make sure that they are suitable for all of our customers. That’s why we have consulted with passengers with accessibility issues. This summer we took a group of disabled rail passengers and professionals to Switzerland, where Stadler is making 58 of our 169 new trains. We were able to let the group know that we’ve actioned the majority of their recommendations from a visit last year when the trains were in the early design stage. They were also able to see how the new trains are coming along and we asked them to test some prototype ramps for us – although lower floors
and retractable steps on the Swissmade trains mean that ramps will not always be necessary. They suggested modifications to the designs to make it easier for wheelchair-users to get on and off the trains. The group included wheelchair-user Dominic Lund-Conlon, Terri Sawkins, who is blind, visually-impaired Jim Watt and his guide dog Legend, and Helen Sismore, from East Anglia Guide Dogs.
Adjustments we have made to the initial design following their suggestions include installing an additional emergency button at floor level in the accessible toilet and installing a ‘modesty screen’ between a raised section of seating and a disabled section on the trains. Find out more about this trip and watch a video with interviews with Dominic, Terri, Jim and Helen on our website. greateranglia.co.uk/switzerland
Have you noticed some changes to the Greater Anglia app?
You said
We did
Customers have told us there were some ways that we could make the Plan and Buy feature more user friendly, so that’s what we’ve done. New features include an improved station picker, with geo location and recent/favourite station options for quicker and easier station selection. We’ve put an open return button on the home screen which explains you can select an open return later in the booking. The app now also remembers your railcard and adult/child options. Check our website for other improvements we’ve made following customer suggestions.
Welcome to our first issue
Making our trains run on time
I’m very pleased to welcome you to the first edition of Greater Anglia News, our brand new newsletter aimed at keeping you informed about what we’re doing to try to make your journey with us a little easier.
We know punctuality is important to all of our customers. The majority of our trains are on time – but we’re always looking at how we can make our service better. This summer we’ve launched a couple of punctuality drives which we hope will lead to more trains running to schedule.
It’s exciting times here at Greater Anglia. We’re replacing every single train with brand new trains, which we’re getting from Derby and Switzerland. We’re very grateful to our customers and stakeholders, such as those featured on the front page, who have helped us to make sure the new trains are suitable for everyone.
Delays on the Lea Valley line in the morning can ripple across the service during the day, with knock-on delays up to triple the original total. We’re trying to get those delays down through different solutions.
At Liverpool Street, our colleagues have been making a concerted effort to get trains off bang on time. This means closing doors 30 seconds before departure so that trains can leave exactly to timetable.
These include putting extra staff at Brimsdown and Ponders End to guide customers to less busy carriages, improving station PA systems so that announcements are clearer and installing new customer information screens which will tell passengers which carriages are less busy.
Of course, there’s more to running a railway than just trains. Our service, people and stations are important as well. We’re investing millions of pounds in making our stations a more pleasant place to start and finish your journey. We’re also continually trying to improve our service to you. When there is disruption, we immediately carry out a review to see what we can do better next time – which is what we did after the severe delays on 6/7 August. We really do listen to feedback from you, our customers, whether it’s positive, as in the case of our colleagues Steve Wills or David Moody, from Ingatestone, or suggestions for how we could do better, such as offering compensation for delays of 15 minutes.
You can read more about both stories on our website. greateranglia.co.uk/punctual greateranglia.co.uk/ontime
Disruption action plan We’re very sorry that last month customers on the Norwich to London route were badly affected when fire damaged Network Rail’s signalling and telecoms equipment near Colchester, while our Southend Victoria and Southminster customers were severely disrupted by signal equipment failure. Both events led to major disruption on August 6 and 7. As with any disruption on our network, we immediately looked at how we dealt with the situation to see what improvements we can make when dealing with major delays and cancellations. Changes we’re planning to make as a result of those two days include: • Improving the accuracy of our communications to customers on social media, at stations and on trains, partly by improving how we inform our colleagues during disruption. • Fixing any faulty PA systems – as reported to us on those two days.
Jamie Burles, Managing Director, Greater Anglia
• Introducing specific roles among our colleagues to help during disruption at key locations, including Liverpool Street and our control centre.
How are we doing? Punctuality – how many trains run on time*
68%
2
7% 25%
*Based on Public Peformance Measure figures. For more details see greateranglia.co.uk/about-us/our-performance/performance-figures
G r An eat gl er ia
87.8% Ne tw o Ra rk il
Annual average performance 12 months to 18 August 2018
82%
O co th m er pa tra ni in es
Greater Anglia performance 12 months to 18 August 2018
Responsibility for delays
Many small rail stations to get ticket machines for first time We’re installing brand new ticket machines at 29 rural stations across the network for the first time.
15 minute Delay Repay We know that many customers want us to reduce the threshold for delay repay compensation from 30 minutes to 15 minutes. Although this was not in our franchise contract, we would like to introduce it. We’re in discussions with the Department for Transport to see what we can do. We’ll keep you updated with any developments.
Working to fix teething problems on refurbished trains
The new machines offer 24-hour live help, the ability to buy the cheapest ticket available and the option to pick up tickets ordered online. We’re the first train operator in England to roll out “virtual ticket agent” machines, which have the technology that means passengers can connect via an audio link to one of 13 ticket sellers who provide contact centre service 24 hours a day, seven days a week. They are being installed at Acle, Attleborough, Brandon, Brundall, Cantley, Darsham, Derby Road, Dullingham, Elmswell, Gunton, Haddiscoe, Hoveton & Wroxham, Kennett, Lingwood, Melton, Needham Market, Oulton Broad North, Oulton Broad South, Reedham, Roughton Road, Sheringham, Thurston, Trimley, West Runton, Westerfield, Whittlesea, Wickham Market, Worstead and Wymondham.
How to... choose the cheapest fare on a ticket machine Did you know there’s a “cheapest fare” button on our ticket machines? We know that railway fares can be a bit confusing, which is why we’re trying to help our customers always buy the cheapest suitable fare. Next time you’re buying a ticket on a ticket machine, look for the “cheapest fare” button and see what a difference it can make.
Your questions answered in a blog
You may have seen some of these trains on our commuter routes. They’re Class 321 trains which have been refurbished in the “Renatus” project. Unfortunately, there have been teething problems with them including faults with the trains’ motors, software, air conditioning and plug sockets. Although we work quickly to try to fix them, when they are taken out of service to repair there is a knock-on effect on the length of trains that we can operate sometimes. We’re working closely with the suppliers of the project to fix problems as soon as they occur and improve the reliability of the trains.
Painting the stations ‘traffic red’ We’re in the middle of cleaning and repainting more than 70 of our stations – and so far we’ve used enough paint to fill 106 bath tubs in colours including include traffic red, signal white and hollybush green. Work to paint station buildings, railings and lampposts started in March 2017 and should finish next June. The work is carried out during off-peak hours and when stations are closed. Cambridge station was painted on Christmas Day and Boxing Day. Find out which stations have been painted by reading more in the newsdesk section of our website. greateranglia.co.uk/1m
Stations lit up with LED We’re installing LED lighting at stations and depots across our network. Since last December, we’ve fitted the brighter, more environmentally-friendly lighting on platforms, concourses and in car parks at over 80 stations. In coming months, we’ll be installing it at a further 24 stations. To find out which stations have the new lights, check the newsdesk section of our website.
Why is my train shorter than normal? Why don’t rails get hot in Europe? How does snow and ice affect rail services? Can a pink vest help you get home?
greateranglia.co.uk/led
These are titles of some of our blogs which give you information about how the railway works as well as ideas for days out by train. You’ll find them in the newsdesk section of our website.
This summer we’ve installed water fountains at Chelmsford, Cambridge and Ipswich stations. So far customers have used them to re-fill their water bottles with enough water to fill over 20,000 single-use plastic bottles.
greateranglia.co.uk/blog
Water fountains tackling single-use plastic
3
Meet... Steve Wills and David Moody Steve Wills and David Moody are two of our customer service colleagues, based at the Essex commuter station of Ingatestone. They work in the ticket office, but can also be found out and about on the station, making sure the station’s clean and tidy and in order for customers. Recently the pair have won a Customer Service Week Award, after they were nominated by customers, who described them as “incredible”. One of the nominations said: “They make the most of the station and make sure that we know what’s going on.”
Planned service alterations Engineering works in October You can see a video of Steve at work on the Greater Anglia YouTube channel.
Monday 1 October – Wednesday 31 October 2018
Norwich – Sheringham Buses replace trains Saturday 20 October Sunday 21 October Saturday 27 October Sunday 28 October
Norwich ow
am dh
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oo Sp
Ely
Buses replace trains Sunday 7 October
March
Whittlesea
Cambridge North
Buses replace trains. Sunday 21 October
Stowmarket
Audley End Newport Elsenham
Buses will replace trains between Broxbourne and Stansted Airport until 1225. Stansted Express – Direct bus between Stansted Airport and Liverpool Street until 1225. Sunday 7 October Sunday 28 October
Stansted Mountfichet
Bishops Stortford
Ware
Rye House
Buses will replace trains until 1500. Trains to/from Liverpool Street will operate via Tottenham Hale. Stansted Express – Direct buses to/from Stansted Airport and Liverpool Street. Sunday 14 October Buses will replace trains between 0110-0900. Stansted Express – Direct buses to/from Stansted Airport and Liverpool Street. Sunday 21 October
Theobalds Grove Enfield Town
Turkey Street
Bush Hill Park
Southbury Edmonton Green
Cheshunt
Braintree Freeport
Witham – Braintree Waltham Cross Enfield Lock
Ingatestone – Ipswich
Brimsdown
Buses replace trains Sunday 7 October
Bruce Grove
Lea Valley/Tottenham Hale services will be diverted via Seven Sisters/Southbury Loop. Saturday 20 October Sunday 21 October
Northumberland Park
Seven Sisters
Trains will run from Broxbourne to Liverpool Street and from Hertford East to Stratford via Lea Bridge until 0950. Sunday 28 October
4
Ingatestone
Harwich Dovercourt International
Brentwood
0018 and 0050 late evening services from Liverpool Street – buses will replace trains between Witham and Colchester. Monday 8 October Tuesday 9 October Wednesday 10 October Buses replace trains after 2300 each night. Also 0015 / 0050 Liverpool Street to Southend services do not run, use Colchester services and change at Shenfield. Monday 22, 29 October Tuesday 23, 30 October Wednesday 24, 31 October
Upminster
Romford
Seven Kings
Cambridge Heath
Manor Park Forest Gate
Battlesbridge
Wickford – Southend Victoria
Rochford Southend Airport
for c2c
Prittlewell
Shenfield – Southend Victoria/Southminster
Southend Victoria
Buses will replace trains. Saturday 6 October Sunday 7 October Saturday 20 October Sunday 21 October Saturday 27 October Sunday 28 October
Maryland
For the latest information and updates visit our website
Stratford
Stratford – Tottenham Hale Until 1800 Trains to/from Hertford East will be diverted to start/terminate from Liverpool Street. These trains will additionally call at Hackney Downs instead of Lea Bridge. Sunday 21 October
Follow us on Twitter @greateranglia for
Southminster Burnhamon-Crouch Althorne North Fambridge
Hockley
Emerson Park
Ilford
Thorpe le-Soken
Clacton-on-Sea
South Woodham Ferrers
Chadwell Heath
Lea Bridge
Kirby Cross Weeley
Shenfield – Wickford
Wickford
Gidea Park
Goodmayes
Great Frinton-on-Sea Bentley
Witham – Colchester
Rayleigh
Walthamstow Central
Clapton
Alresford
Harold Wood
Highams Park
Hackney Downs
LONDON LIVERPOOL STREET
Harwich Town
Walton-on-the-Naze
Wivenhoe
Colchester Town
Billericay
Shenfield
Chingford
St. James Street
Bethnal Green
Liverpool Street – Hackney Downs
Chelmsford
Wood Street
Rectory Road
London Fields
Witham Hatfield Peverel
Buses will replace London-bound trains until 0810. Sunday 28 October
Tottenham Hale
Stoke Newington
From late evening until early hours of next day Lea Valley/Tottenham Hale services will be diverted via Seven Sisters/Southbury Loop. Monday 22 October Tuesday 23 October Wednesday 24 October Thursday 25 October
White Notley
Witham – Shenfield
Hackney Downs – Cheshunt
Kelvedon
Cressing
Buses replace trains Sunday 7 October
Angel Road
Hackney Downs – Cheshunt
Marks Tey
Braintree
Stamford Hill
Wrabness
Hythe
Broxbourne
Ponders End
Felixstowe
Trimley
Derby Road
to Stansted
Colchester
Chappel & Wakes Colne
Roydon
White Hart Lane
Limited Service
Wickham Market Melton Woodbridge
Mistley
Bures
Silver Street Limited Service
Buses will replace trains between Ipswich and Felixstowe from 1850 on Saturdays and all day on Sundays. Saturday 6, 13, 20, 27 October Sunday 7, 14, 21, 28 October
Saxmundham
Sudbury
Harlow Town
Cheshunt – Hertford East/ Stansted Airport
Ipswich – Felixstowe
Manningtree
Harlow Mill
St. Margarets
Beccles Brampton
Ipswich
Sawbridgeworth
Hertford East
Lowestoft
Westerfield
Buses will replace trains. Saturday 13 October Sunday 14 October Sunday 28 October
to Colchester
Buses replace trains Sunday 7 October
Oulton Broad South
Halesworth
Ipswich – Norwich Broxbourne – Stansted Airport
Somerleyton
Darsham
Needham 2330 Liverpool Street to Norwich – Market bus replacement from Ipswich to Norwich Monday 29 October Tuesday 30 October Stansted Airport Wednesday 31 October
Beccles – Lowestoft
Berney Arms
Oulton Broad North
Haddiscoe
Buses replace trains Saturday 20 October Sunday 21 October Saturday 27 October Sunday 28 October
Ipswich – Norwich
Great Chesterford
Great Yarmouth
Reedham
Saxmundham – Lowestoft
Buses will replace trains all day* or until 1930^. Saturday 13 October* Sunday 14 October* Sunday 28 October^
Whittlesford Parkway
Cantley
Elmswell
Ipswich – Bury St. Edmunds
Shelford
The 2328 Liverpool Street to Cambridge service will terminate at Bishops Stortford. Replacement bus service operating from Bishops Stortford to Cambridge via intermediate stations. Monday 29 October Tuesday 30 October Wednesday 31 October Thursday 1 November
Thurston
Newmarket Dullingham
Cambridge
Bishops Stortford – Cambridge
Bury St. Edmunds
Kennett
No service, Cantley and Reedham customers for Great Yarmouth to travel via Brundall,no service for Berney Arms. For further advice please use the station help point or speak to a member of staff. 29 October until April 2019
Acle Limited Service
Buckenham
Diss
Manea Waterbeach
Cambridge - Stansted Airport
Lingwood
Brundall Brundall Gardens
for Northern England and Scotland
Ely – Peterborough
Reedham – Great Yarmouth
on
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bo
tle
At
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g ou
Roughton Road Buses replace trains Sunday 7 October Gunton Saturday 20 October until North Walsham Sunday 28 October Worstead Hoveton & Wroxham Salhouse
W
ad Ro
rd
ng
tfo
Th e
sR
cle
Ec
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d oa
Norwich – Lowestoft/ Great Yarmouth
Cromer
West Runton
rli
h
Hi
at he
ea ipp
Br
n
do
an
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Sh
Littleport
La
Downham Market
Peterborough
Limited Service
ll
Kings Lynn Watlington
Sheringham
Ha
Please refer to journey planner for full details greateranglia.co.uk
Aldeburgh is just the ticket
Buses replace trains after 2130 each night. Also 0015 / 0050 Liverpool Street to Southend services do not run, use Colchester services and change at Shenfield. Monday 1, 8 October Tuesday 2, 9 October Wednesday 3, 10 October
Red lines Indicate engineering works taking place all day Purple lines Indicate engineering works taking place for part of the day only Greater Anglia Sunday service only Greater Anglia limited service
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We’ve just teamed up with First Eastern Counties Buses to offer a rail/bus ticket all the way to Aldeburgh, on the Suffolk coast. The number 64 bus from Saxmundham now connects perfectly with the hourly train service to and from Ipswich and Lowestoft. You can buy tickets from our website or at a Greater Anglia ticket office.
Make the most of a night in London There’s no need to rush for the last train home from London with our new London Overnight Return ticket. Available for journeys between stations on the Great Eastern mainline from Colchester and northwards, including branch line stations, and London or Stratford, it costs from just £23 per person return. The ticket needs to be bought in advance. They’re valid on a specific outward journey, but you can travel back on any train departing London Liverpool Street between 09.30 and 12.00 the following weekday, or any train until 12.00 on weekends.