OCTOBER 2018 Take a look…
2 Keeping you moving this autumn
3 Making travel easier for everyone
Inside our new trains It was a very exciting month for us last month, as we were able to reveal the interiors of our brand new trains. We’re replacing every single train on our network – and we are sure that you will really appreciate the difference when they come into service from the middle of next year onwards. Every train will have more seats. We’ve taken a lot of care in choosing the seats, listening to customer feedback, to make sure they are comfortable. The seats we’ve chosen, which have lumbar support and head rests have not been fitted in trains in the UK before. They’re also shaped to maximise legroom for the person sitting behind. All of our new trains will have air conditioning, plug and USB sockets and fast free WiFi. There will be an accessible toilet and wheelchair seating area on every train. We’re also getting dedicated cycle spaces on every train, which not all of our trains have currently. Both these areas will be clearly marked on the outside of the train so customers know where to get on. Also in every carriage, there will be a bright modern information screen which, as well as giving you destination details, will tell you about onward travel connections and show seat availability throughout the train.
The new trains should make travelling much more comfortable for all customers. They are all due to be in service by the end of 2020. You can find out more about the new trains and look at photos and videos of them at greateranglia.co.uk/newtrains Come along to one of our virtual reality events and you can try out the new seats. We’ll let you know soon about dates and times of the next events.
Cleaning up Cambridge for cyclists
You said
We did
Customers using the multi-storey cycle park at Cambridge station have been asking us to clean up the cycle park, with some cyclists frustrated by bikes which appear to have been abandoned. We listened – and this month we’ve started clearing it up. We’ve asked cyclists to help us identify abandoned bikes so that we can remove them and thoroughly clean up the cycle park which opened two-and-a-half years ago and is the biggest of its type in the country.
More land sheriffs on patrol to keep customers safe
Improving your journey I hope you’ve seen some of the photos and videos of our new trains in the last month. We think they’re looking really good – and will really transform your comfort when travelling on board our trains. I was at the launch of the first of the Swiss Stadler trains a few weeks ago and when I stepped on board, I was bowled over by what it looked like, both inside and out, especially compared to our existing trains. It's like the difference between a 1970s or 1980s car and a brand new high quality one straight off the production line – we hope you'll really feel that difference too.
Have you seen our land sheriffs out and about on the network? They’re out and about all over the place patrolling trains and stations to keep customers safe and secure, but also to lend a hand to people who need some help. Land sheriffs are trained to deal with anti-social behaviour and are often able to step in before any crimes are committed. They are on duty until 2am so they are available for the last trains of the day.
I was also pleased to see Ipswich station win Large Station of the Year Award. We’re investing a further £60 million in making our stations a better place to start or finish your journey. I hope those of you using Ipswich will agree that the changes made there make it much easier and more pleasant to use.
We’ve recently brought in extra land sheriffs at Broxbourne and Cheshunt stations for late night weekend patrols, at the request of customers. Read more and watch a video more about land sheriffs greateranglia.co.uk/land-sheriffs
Keeping you moving this autumn
In the meantime, the national infrastructure provider Network Rail continues to upgrade tracks, overhead lines and signals, with their engineering works. However, we are sorry about the inconvenience they cause you, especially if the work is carried out at short notice. We liaise closely with Network Rail to pick times for them to do their planned work at times when fewer people travel. If you’re planning a journey, please check before you travel on our website to see if you need to allow extra time because of engineering works.
It’s that time of year when you can admire the beautiful autumn colours from your train window. But leaves on the line create slippery conditions for our train drivers. The leaves compress and can become as slippery as black ice, altering braking and acceleration times and sometimes causing damage to train wheels. We’re working with Network Rail to keep trains running smoothly and on time this autumn. Leaf-busting measures include five Network Rail track treatment trains to jet leaves off tracks, cutting back vegetation, tweaking the timetable to allow a little extra time in particularly leafy areas, and a “sand rover” to treat track on the Sudbury branch line with sand and gel to help train wheels grip the track. Most of our trains are now fitted with wheel slide protection which is like ABS brakes for trains, making sure that trains brake evenly in order to protect the wheels – preventing damage that leads to a train being taken out of service.
Jamie Burles, Managing Director, Greater Anglia
Read our blog to find out more about what we’re doing this autumn greateranglia.co.uk/tackling-leaves
How are we doing? Punctuality – how many trains run on time*
62%
2
10% 28%
*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
87.6% Ne tw o Ra rk il
Annual average performance 12 months to 15 September 2018
89.3%
O co th m er pa tra ni in es
Greater Anglia performance 19 August to 15 September 2018
Responsibility for delays
Ipswich crowned large station of the year in national awards
Southend engineering works If you’re a Southend customer, you will be well aware that Network Rail is replacing all of the 60-year-old overhead lines from Southend Victoria to Shenfield, as work has taken place on mid-week evenings and weekends. We’re very sorry that customers are inconvenienced by this work. We are in discussions with Network Rail to find the best way for the remaining work to be completed with the least disruption to customers. The work is vital as the current old overhead lines are prone to faults and lead to speed restrictions, which can lead to disruption during busier times of the day.
End of the line for paper season tickets We were really pleased when judges of the 2018 National Rail Awards declared Ipswich station Large Station of the Year. In the last couple of years, the station has been transformed, with new comfortable waiting areas with plug points for charging phones and laptops, a bright and airy ticket office, as well as more ticket machines and a bigger selection of shops and cafes including Greggs and Starbucks. This summer we also fitted a water fountain at Ipswich so customers can refill water bottles for free. Outside, working with Suffolk County Council and Ipswich Borough Council, we have revamped the forecourt, improving the layout so that it’s now easier to walk, catch the bus or get a taxi to and from the station. The great team of friendly and helpful staff also contribute to the station’s success. Read more about it here greateranglia.co.uk/awards
How to… check if there’s engineering works when you’re planning a trip We publish a calendar on our website which lists all planned alterations to our service – including engineering works and extra services for special events. If you’re planning a journey, we always advise to check before you travel. The calendar can be found on under the 'Travel info' tab, in the Service alterations section. Just select the day you’re travelling, click on the arrow and look underneath the calendar to find out what’s planned for that day.
Making travel easier for everyone A new app is being launched nationally to make it easier to travel by train for people who need assistance, including elderly and disabled customers. We’re really pleased to be one of the train companies picked to trial it before it’s rolled out everywhere. The app, called Passenger Assist, will allow a person needing assistance to use a smartphone to inform rail staff they’re travelling. We’re looking for people to help us test the app on journeys between Norwich, Great Yarmouth, Lowestoft and Ipswich for 12 weeks from the end of the year. Anyone wishing to take part should contact rebecca.richardson@greateranglia.co.uk Find out more about the new app here greateranglia.co.uk/app-assist
We’re going paperless for monthly and longer season tickets from 31 October. Season tickets will be issued on plastic Smart Cards, which are quicker and easier to use and stronger than paper tickets. Smart Cards are now available from most ticket offices.
Fixing our refurbished commuter trains Several customers have commented about the covered up plug points on our refurbished commuters trains in Essex. We decided to do this as they weren’t working and we wanted to save customers from the frustration of plugging in their laptops or phones and getting no charge. With the suppliers of these trains, we’re trialling a repair which we hope will fix the problem so we can make the plug points available again. There are still a few other problems with these trains which we’re also working hard to fix.
Putting an end to shorter trains We are very sorry to all customers inconvenienced by trains which are shorter than they should be. We’ve been working hard to fix faults which have been taking trains out of service. We’re also looking into options for hiring some extra trains so that customers are less affected if we do get faults and trying to ensure that if we do have to shorten trains, we limit it to services with the fewest customers.
Rail ombudsman starts in November The first ever Dispute Resolution Ombudsman for the rail industry will launch in November. Working on behalf of train operators and Network Rail, the Rail Delivery Group has appointed the new ombudsman to rule on customer complaints. The independent body, which already provides an ombudsman service for other industries, will have the power to hold train companies to account. Customers unhappy with the outcomes of their complaints to rail companies will be able to refer them to be formally ruled on by experts in consumer rights. Decisions by the ombudsman will be binding and rail companies will have to take action if failings are identified.
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Meet… James Steward If you travel from a swathe of stations from Diss to Ipswich to Colchester to Clacton, you may have seen James Steward at your station. James is Area Customer Service Manager for the central section of the Greater Anglia network. It’s a big job – he’s responsible for 140 staff including supervisors, train dispatchers and ticket office staff, and takes part in a 24/7 on call rota. He’s been in the business for 16 years and still sees the importance of reflecting on customer feedback to see how we can improve our service. His working day starts the night before, when he likes to check that everything and everybody is in place for the following day. Looking to the future, he’s looking forward to the arrival of the new trains for the new service opportunities they bring, such as direct services to London from the East Suffolk Line. He's recently been nominated for manager of the year in the Rail Staff Awards.
Planned service alterations Engineering works in November Thursday 1 November – Friday 30 November 2018 Norwich – Diss
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Waterbeach Cambridge North
Bishops Stortford – Cambridge The 23.28 Liverpool Street to Cambridge service will terminate at Bishops Stortford. Replacement bus service operating from Bishops Stortford to Cambridge via intermediate stations. Thursday 1 November
Bury St. Edmunds
Kennett Newmarket Dullingham
Shelford
Great Chesterford Audley End Newport Elsenham
Stansted Mountfichet
to Colchester
Sawbridgeworth
Hertford East
Buses will replace trains between Broxbourne and Bishops Stortford until 12.25. Stansted Express – Direct bus between Stansted Airport and Liverpool Street until 12.25. Sunday 4 November Sunday 25 November
Rye House
Enfield Town
Theobalds Grove Turkey Street
Bush Hill Park
Southbury Edmonton Green
Limited Service
Hackney Downs – Cheshunt From late evening until early hours of next day Lea Valley/Tottenham Hale services will be diverted via Seven Sisters/Southbury Loop. Monday 5 November Tuesday 6 November Wednesday 7 November
Trains to/from Hertford East will be diverted to start/terminate at Tottenham Hale on Saturday and Liverpool Street on Sunday. These trains will additionally call at Hackney Downs instead of Lea Bridge. Saturday 24 November Sunday 25 November
Braintree Freeport
Liverpool Street – Witham Buses replace trains between Newbury Park underground station and Witham (until 09.15) or Ingatestone (after 09.15). Tickets will be accepted on the Central Line from Newbury Park to/from Liverpool Street. Sunday 18 November (until 09.15) Sunday 25 November (until 09.15)
Enfield Lock Brimsdown
Bruce Grove
Northumberland Park
Witham Hatfield Peverel
Chelmsford Ingatestone
Highams Park
00.18 and 00.50 late evening services from Liverpool Street – buses will replace trains between Witham and Colchester. Monday 19 November Tuesday 20 November Wednesday 21 November Buses replace trains after 22.50 each night. Also 00.15 / 00.50 Liverpool Street to Southend services do not run, use Colchester services and change at Shenfield. Monday 5, 12, 26 November Tuesday 6, 13, 27 November Wednesday 7, 14, 28 November
Goodmayes Seven Kings
Lea Bridge
Ilford
Cambridge Heath
Manor Park Forest Gate Maryland
Stratford
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For the latest information and updates visit our website greateranglia.co.uk
Southminster Burnhamon-Crouch Althorne North Fambridge
Battlesbridge
Rochford
Prittlewell
Liverpool Street – Billericay Buses replace trains between Newbury Park underground station and Billericay. Tickets will be accepted on the Central Line from Newbury Park to/from Liverpool Street. Saturday 3 November Saturday 17 November Sunday 18 November Saturday 24 November Sunday 25 November
Southend Victoria
Red lines Indicate engineering works taking place all day Purple lines Indicate engineering works taking place for part of the day only
Liverpool Street – Shenfield Buses replace trains between Newbury Park underground station and Shenfield. Tickets will be accepted on the Central Line from Newbury Park to/from Liverpool Street. Sunday 4 November Saturday 24 November
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Greater Anglia Sunday service only Greater Anglia limited service Pindar Creative 15.10.18 (GA81)
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Southend Airport
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Liverpool Street – Ingatestone Buses replace trains between Newbury Park underground station and Ingatestone. Tickets will be accepted on the Central Line from Newbury Park to/from Liverpool Street. Saturday 3 November Saturday 17 November Sunday 18 November (after 09.15) Sunday 25 November (after 09.15)
Clacton-on-Sea
Hockley
Chadwell Heath
Hackney Downs
Kirby Cross Thorpe le-Soken
South Woodham Ferrers
Upminster
Has your youngster gone off to uni? Why not get them a 16-25 Railcard and book them some tickets in advance so they can pop home to see the family… and maybe bring home their washing too. Students living on the Greater Anglia network can use their Railcard to get a third off each rail ticket – even the cheapest advance tickets, making Colchester to Norwich from £5.30 one way, Ipswich to Cambridge £12 for an Off-Peak Day Return and Chelmsford to Southend £8.30 for a Super Off-Peak Day Return. greateranglia.co.uk/ unitravel
Weeley
Shenfield – Wickford
Emerson Park Romford
Great Frinton-on-Sea Bentley
Colchester Town
Witham – Colchester
Rayleigh
St. James Street
Harwich Town
Walton-on-the-Naze
Wivenhoe
Wickford
Gidea Park
Clapton
Harwich Dovercourt International
Alresford
Harold Wood
Walthamstow Central
Rectory Road
Wrabness
Billericay
Brentwood
Chingford
Wood Street
Stoke Newington
LONDON LIVERPOOL STREET
White Notley
Shenfield
Tottenham Hale
Stamford Hill
Bethnal Green
Kelvedon
Cressing Waltham Cross
Angel Road
London Fields
Marks Tey
Cheshunt
White Hart Lane
Stratford – Tottenham Hale
Colchester
Braintree
Ponders End
Limited Service
Mistley
Hythe
Chappel & Wakes Colne
Felixstowe
Trimley
Derby Road
Westerfield
to Stansted
Broxbourne
Silver Street
Seven Sisters
Wickham Market Melton Woodbridge
Bures
Roydon
Buses will replace trains between Ipswich and Felixstowe from 18.50 on Saturdays and all day on Sundays. Saturday 3, 10, 17, 24 November Sunday 4, 11, 18, 25 November
Saxmundham
Sudbury
Harlow Town
St. Margarets
Lea Bridge – Cheshunt Lea Valley/Tottenham Hale services will be diverted via Seven Sisters/Southbury Loop. Saturday 3, 10, 17 November Sunday 4, 11, 18 November
Harlow Mill
Ware
Broxbourne – Bishop’s Stortford/ Stansted Airport
Ipswich – Felixstowe
Darsham
Buses replace trains between Newbury Park underground station Ipswich and Braintree/Colchester. Tickets will be accepted on the Central Line from Newbury Park to/from Liverpool Street. Sunday 4 November Manningtree
Bishops Stortford
Beccles Brampton Halesworth
Liverpool Street – Braintree/Colchester
Stansted Airport
Lowestoft
Oulton Broad South
Buses replace trains Sunday 4 November
Needham Market
Buses replace trains Sunday 4 November
Oulton Broad North
Haddiscoe
Beccles – Lowestoft Stowmarket
Norwich – Lowestoft/ Great Yarmouth
Berney Arms
Reedham Somerleyton
The 22.30 Liverpool Street to Norwich service replaced by a bus from Ipswich to Norwich. Monday 5 November Tuesday 6 November Wednesday 7 November Saturday 10 November Sunday 25 November Monday 26 November Tuesday 27 November Wednesday 28 November
Whittlesford Parkway
Buses will replace trains between Broxbourne and Audley End/Stansted Airport until 09.10, and Broxbourne to Bishops Stortford until 12.25. Stansted Express – Direct bus between Stansted Airport and Liverpool Street until 12.25. Sunday 18 November
Cantley
Elmswell
Ipswich – Norwich
Cambridge
Broxbourne – Audley End Stansted Airport
Thurston
Great Yarmouth
Acle Limited Service
Buckenham
Diss
Manea
March
Lingwood
Brundall Brundall Gardens
for Northern England and Scotland
Whittlesea
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
Roughton Road Buses replace trains Gunton Sunday 4 November North Walsham Sunday 18 November Sunday 25 November Worstead Hoveton & Wroxham Salhouse
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Peterborough
Limited Service
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Watlington
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Kings Lynn Downham Market
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Sheringham Cromer Bus replace train – 07.00 to Liverpool Street. West Taxi provided – Runton 07.25 to Lowestoft, 07.36 to Great Yarmouth. Norwich Sunday 11 November
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Please refer to journey planner for full details greateranglia.co.uk
Students travel more cheaply with a 16-25 Railcard
Operated by TfL
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