Greater Anglia Newsletter [December 2018] by dmcdesignltd

ISSUE 4 2018 Take a look…

2 Where does the money from my fare go?

3 Shorter

trains explained

First new trains now in East Anglia The first of our brand new trains have now arrived in East Anglia – and they’ve created quite a stir among our customers and staff.

Customers who spotted the trains being hauled to Norwich gave them a thumbs up. “It’s getting exciting now that we’ve seen them in the flesh!”, “Can’t wait to travel on one of these!” were among the positive comments on Twitter.

We’ve taken delivery of the first of our four-carriage bi-mode trains, which will ultimately run on regional lines across the Greater Anglia network. They’ve come across from Europe, where they were built by Swiss manufacturer Stadler. They will now go through a number of safety and performance tests around the network before they’re passed as ready to go into service - which should be in the middle of next year.

We’re replacing every single one of our existing trains with brand new trains. We’re getting 58 trains from Stadler – 38 bi-modes, which switch between electricity and diesel power, 10 intercity and 10 airport trains. UK manufacturer, Bombardier is making 111 electric trains, which will run on commuter routes into London Liverpool Street from Essex, Cambridge, Hertfordshire and Suffolk. Every new train will have more seats, plug and USB points, fast free Wi-Fi, air conditioning and improved passenger information screens.

Greater Anglia Driver Instructor James Garthwaite was first to drive the first new train to arrive at our Crown Point depot, in Norwich. “It was a very nice feeling to sit in the seat in Crown Point and think ‘we are kicking this off’, a particularly nice moment. I hope when people get to go on them and work on them, once the testing is done, they will appreciate that they are all very well-designed and built.”

To find out more and to see a video of the first new train going through Ipswich station, go to greateranglia.co.uk/new

Life-saving equipment installed at stations

You said

We did

Life-saving heart resuscitators have been installed on platforms at our Southend line stations – Southend Victoria, Prittlewell, Rochford, Rayleigh, Hockley, Wickford and Billericay, funded by Essex and South Suffolk Community Rail Partnership. Customers have asked if we can fit a resuscitator – technically known as an automated external defibrillator – at Sudbury. The Community Rail Partnership is now making it a priority for early next year. There are also resuscitators at Cambridge, Chelmsford, Colchester, Ipswich, Norwich, Shenfield, Stansted Airport, Liverpool Street and Stratford stations. We’re looking to install them at Marks Tey and Manningtree over the coming months. In an emergency, dial 999 and ambulance staff will give you a code for the resuscitator.

Keeping you safe and secure on the railway

Getting better I’m excited about our new trains – I can’t wait for you to see for yourselves what a big improvement they'll be compared to our existing trains. We need to work even harder though to make sure more trains run on time and are the right length now. We’re working hard to prevent defects occurring on our fleet. The new December timetable will also see a welcome boost to our fleet numbers as a refurbishment programme comes to an end.

We work hard to keep our railway safe and secure. Every day, across the network, our staff are joined by people from other organisations to help us keep customers safe and look out for vulnerable people. The eyes and ears of Greater Anglia are our platform staff and revenue teams, who have security training. We also have a team of land sheriffs, who provide hi-vis patrols on stations and trains, enforcing railway bylaws and keeping customers and staff safe, as well as preventing suicides. You may have noticed Samaritans posters up across our network. The Samaritans support us with suicide prevention – training staff to identify suicidal people and help them. Last year, our staff prevented 60 suicides.

Of course, not every delay is in our direct control. I am in constant communication with Network Rail to make sure our customers’ needs are also their top priority. I convened our latest Greater Anglia/Network Rail performance summit this month, which brought together key responsible managers from both companies to plan the next phase of reliability improvement initiatives.

Rail pastors patrol stations offering a listening ear to whoever needs it. They’re trained in suicide prevention, security awareness and helping vulnerable people, such as victims of domestic violence and human trafficking. They’re now at stations between Shenfield and Colchester, with plans to cover routes between Harlow and Cambridge and Shenfield and Southend Victoria.

You'll have seen rail fares have increased by 3.1 per cent on average. We've frozen our advance fares again, but regulated fares such as season tickets are subject to the Government’s fares policy, which is based on July’s RPI figure. Greater Anglia doesn’t benefit from this regulated fare increase, as it's part of the payment Greater Anglia pays the Government each year for running the franchise. As the graphic to the right shows, 98 per cent of money from fares goes straight back into the railway.

Not included in this photo, are the British Transport Police. You can text them on 61016 if you need their help. Network Rail staff patrol level crossings and the railway away from stations. Customers also have a part to play in keeping our railway safe – if you see something that doesn’t look right, please text the BTP or tell a member of staff.

Where does the money from my fare go?

Finally, may I wish you all a very Happy Christmas. There are no trains on Christmas Day, but Stansted Express services resume on Boxing Day and other services on December 27 – remember to check before you travel for details of revised services and engineering works.

Jamie Burles, Managing Director, Greater Anglia

How are we doing? Punctuality – how many trains run on time*

53%

14% 32%

*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

87.2% Ne tw o Ra rk il

Annual average performance 12 months to 10 November 2018

83.6%

O co th m er pa tra ni in es

Greater Anglia performance 14 October to 10 November 2018

Responsibility for delays

Immersive media used to measure up for new trains There’s a lot to do to make sure we can make a smooth transition from our existing trains to our brand new state-of-the-art fleet. We need to measure the length and height of platforms, check where trains need to stop for wheelchair and bicycle access and work out where we need to put up signs for drivers or move benches. To survey our stations, we’re using immersive technology, produced from 360 degree video made by running a train with two cameras each on the front, back, left and right sides through every station that we serve. We can tap in a platform number and station name into our database and then view 360 degree video of that platform, across three screens, which is so accurate we can carry out detailed measurements and surveys from it. To find out more and watch a video go to greateranglia.co.uk/immersive

How to… renew your Season Ticket with a Smart Card Season Tickets can be renewed onto Smart Cards which are more durable than paper tickets and help you pass more quickly through ticket barriers. If you haven’t got a Smart Card, apply for one online at greateranglia.co.uk/smart. Order it before 10am and you’ll receive it the next day. Then either take it to the ticket office or buy or renew your Season Ticket online. Next time you’re at the station load Jonathan Smith it up by tapping your Smart Card on the ticket gate, ticket 000000 0000 0000 0000 machine or platform validator.

Heating on trains Now that winter’s here, the heating on our trains has been switched on. The heating system on trains is very different to heating in cars. There’s no temperature control that the driver can change. The default position is that the heating is turned on to about 21 degrees C. Our technicians override it to switch it off in summer. We make sure heating is working before trains leave the depots. Please help us to fix any faults by letting us know if it’s broken by tweeting your carriage number to @greateranglia. Find out more about heating on trains in our blog at greateranglia.co.uk/heating

Greater Anglia engineers get golden spanners Our engineers have just won two 'Golden Spanners' rail industry awards after our intercity and Stansted Express trains were once again the most reliable in the country. Thanks to our depot teams’ hard work in keeping trains well maintained, the Intercity trains, which run between Norwich and London, and the Class 379 Stansted Express trains have clocked up more miles before developing faults that need fixing than any other train fleets in their class nationwide. Find out more here greateranglia.co.uk/reliable

Automatic Number Plate Recognition at more station car parks We’ve installed Automatic Number Plate Recognition (ANPR) at Cambridge and Broxbourne station car parks. Customers can now preregister their car and payment details online, allowing automatic payment. Blue badge holders will continue to park for free, provided they register with NCP either online or by phone within 24 hours of leaving the car park. They can register more than one car if required. ANPR is also available at Ipswich station and is being installed at Shenfield. Car park users can still pay online, using Dash or text, by phone, or at the pay machines.

Mums-to-be get first class upgrade Did you know that you are entitled to a free First Class upgrade in your last eight weeks of pregnancy before maternity leave? You can apply for a permit to travel which allows you to sit in First Class if there are no seats available in standard class. We also have mums-to-be badges, similar to those on TfL services. More details here greateranglia.co.uk/pregnant

Shorter trains explained We’re sorry some customers have been affected this autumn by some trains being shorter than usual. We usually decide to run shorter trains rather than cancel the service altogether – which would make following services more crowded. Services are only shortened if there are more trains being maintained than normal or if our schedules have been affected by disruption. A fuller explanation can be found in our blog greateranglia.co.uk/shorter

Meet... Mike Barry Area Customer Service Manager Mike Barry is a familiar face to passengers who travel through the Cambridge area every year. Mike joined the railway nearly four years ago and is now responsible for about 200 staff, aided by his assistants Anita Stuart (March to Cambridge North), Jon Kirby and James Sharp (Cambridge to Elsenham) and Kevin Smith (Stansted Airport). Responsible for managing stations from Whittlesea to Stansted Airport, Mike oversees Cambridge, the busiest station on the Greater Anglia network which last year saw more than 11 million passengers through its doors, while Stansted Airport is seeing the fastest increase in passenger numbers. Mike is overseeing initiatives such as installing ticket desks airside so that customers can buy tickets while they wait for their baggage. He says the biggest challenge is managing customer expectations when many passengers using Cambridge Station travel with a different train company, GTR, which has gone through some challenging months this year. He has worked closely with GTR to make sure that all customers have got the best possible service.

Planned service alterations Engineering works in January Tuesday 1 January – Thursday 31 January 2019

Please refer to journey planner for full details greateranglia.co.uk

Sheringham West Runton

Norwich

for Northern England and Scotland

Newmarket

am dh

ne oo

ad Ro

tfo

rli

Th e

Brundall Brundall Gardens

Great Chesterford Audley End Newport

Thurston Bury St. Edmunds

Stansted Mountfichet

Limited Service Southbury

Bush Hill Park

Stratford*/Hackney Downs – Hertford East/Bishop's Stortford Buses will replace trains between Cheshunt and Hertford East/Bishops Stortford, and between Liverpool Street and Stansted Airport. Lea Valley/Tottenham Hale services will be diverted via the Seven Sisters/Southbury Loop. *Denotes additional diversion affecting Stratford Saturday 5 January Sunday 6 January Saturday 12 January Sunday 13 January Saturday 19 January* Sunday 20 January* Saturday 26 January* Sunday 27 January* After 2315 each night, services that run via Tottenham Hale are diverted via Seven Sisters. Monday 14 January Tuesday 15 January Wednesday 16 January Thursday 17 January The following services are diverted to stop at Tottenham Hale Station instead of Seven Sisters Station: 22.51 Cambridge to Liverpool Street, 23.30 Stansted Airport to Liverpool Street, 23.45 Stansted Airport to Liverpool Street, 23.39 Hertford East to Liverpool Street. Monday 28 January Tuesday 29 January Wednesday 30 January Thursday 31 January

Edmonton Green Silver Street White Hart Lane Bruce Grove Seven Sisters Limited Service

Melton Woodbridge

Braintree

Marks Tey

Braintree Freeport

Kelvedon

Cressing White Notley Witham Hatfield Peverel

Chelmsford Ingatestone

Romford

Upminster

Seven Kings

Lea Bridge

Ilford Manor Park Forest Gate Maryland

Stratford

Thorpe le-Soken

North Fambridge South Woodham Ferrers Battlesbridge

Rochford Southend Airport

for c2c

Prittlewell

Chadwell Heath Goodmayes

Kirby Cross

On Saturday night the 22.56 Clacton-on-Sea Colchester to Walton-on-the-Naze service will be diverted to Clacton. Passengers for Kirby Cross, Frinton Thorpe-le-Soken – Clacton and Walton-on-the-Naze should change at Thorpe-Le-Soken for Buses will replace trains. buses forward to Kirby Cross, Frinton Saturday 5 January and Walton-on-the-Naze. Additionally, buses will replace trains for the Southminster 00.30 Colchester to Clacton service. Saturday 26 January BurnhamSunday 27 January on-Crouch

Hockley

Emerson Park

Weeley

Buses will replace trains. Sunday 6 January

Rayleigh Gidea Park

Great Frinton-on-Sea Bentley

Colchester Town

Wickford

Wood Street

Walton-on-the-Naze

Colchester – Clacton/ Walton-on-the-Naze

Harold Wood

Walthamstow Central

Cambridge Heath

For the latest information and updates visit our website greateranglia.co.uk

Harwich Town

Alresford

Southend Victoria

Liverpool Street – Ingatestone/Billericay/ Southminster/Southend Victoria Buses replace trains between Newbury Park underground station and Ingatestone/ Billericay/Southminster/Southend Victoria. Tickets will be accepted on the Central Line from Newbury Park to/from Liverpool Street. Tuesday 1 January Pindar Creative 13.12.18 (GA83)

Felixstowe

Harwich Dovercourt International

Wivenhoe

Billericay

Shenfield

Chingford Highams Park

Hackney Downs

Bethnal Green

Hythe

Brentwood

St. James Street

LONDON LIVERPOOL STREET

Wrabness

to Stansted

Colchester

Seven Kings – Gidea Park

Clapton

London Fields

Chappel & Wakes Colne

Bures

Tottenham Hale

Rectory Road

Trimley

Derby Road

Westerfield

Sudbury

From 21.25 some trains may depart early and journey times will be extended by 10 minutes. Monday 7 January Waltham Cross Tuesday 8 January Thursday 10 January Enfield Lock Monday 14 January Tuesday 15 January Thursday 17 January Brimsdown Monday 21 January Tuesday 22 January Ponders End Wednesday 23 January Thursday 24 January Angel Road Monday 28 January Tuesday 29 January Northumberland Wednesday 30 January Park Thursday 31 January

Stoke Newington

Wickham Market

Manningtree

Cheshunt

Stamford Hill

Saxmundham

Needham Market

Ipswich

Harlow Town

Theobalds Grove

Buses will replace trains from 23.25 Saturday and all day Sunday. Sunday 6 January Sunday 13 January Sunday 20 January Sunday 27January

Darsham

Buses will replace trains. Sunday 20 January

Harlow Mill

Turkey Street

Lowestoft

Ipswich – Felixstowe

Halesworth

Mistley

Roydon

Oulton Broad North

Beccles Brampton

to Colchester

Broxbourne

Enfield Town

Somerleyton

Stowmarket

Sawbridgeworth

Rye House

Berney Arms

Oulton Broad South

Bishops Stortford

Ware

Cantley

Elmswell

Ipswich – Woodbridge

Stansted Airport

Elsenham

St. Margarets

Buckenham

Great Yarmouth

Acle Limited Service

Reedham

23.30 Liverpool Street to Norwich service will be replaced by buses between Ipswich and Norwich. Saturday 19 January Monday 21 January Tuesday 22 January Wednesday 23 January

Whittlesford Parkway

Hertford East

Lingwood

Diss

Ipswich – Norwich

Shelford

The 23:28 Liverpool Street to Cambridge Service will terminate at Bishops Stortford with a replacement bus service operating from Bishops Stortford to Cambridge via intermediate stations for onward journeys. Monday 21 January Tuesday 22 January Wednesday 23 January Thursday 24 January

Kennett

Dullingham

Cambridge

Bishop Stortford – Cambridge

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. until 24 March 2019

Roughton Road Gunton North Walsham Worstead Hoveton & Wroxham Salhouse

Haddiscoe

Waterbeach

Buses will replace trains. Saturday 26 January Sunday 27 January

tle

Buses will replace trains. Sunday 20 January

Manea

Cambridge North

Ely – Peterborough

cle

Ipswich – Norwich/Bury St Edmunds

Ely March

Whittlesea

at he

ea ipp

ke n

Littleport

Downham Market

Peterborough

Limited Service

Watlington

Kings Lynn

Reedham – Great Yarmouth

Cromer

Our free app is available at your app store, search for Greater Anglia

Althorne

Newbury Park*/Shenfield – Ingatestone*/Southminster/ Southend Victoria Buses will replace trains.Tickets will be accepted on the Central Line from Newbury Park to/from Liverpool Street. *on these dates, buses replace trains between Ingatestone/Southend Victoria/Southminster and Newbury Park Saturday 12 January Sunday 13 January* Saturday 19 January Sunday 20 January Saturday 26 January Sunday 27 January*

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 Operated by TfL

Get regular journey information via text or email journeycheck.com/ greateranglia

Adnams wine now available from the café bar Wines from Suffolk business, Adnams, are now on sale at the café bar on our intercity trains between Norwich and London. The range includes full size and small bottles of red, white, rosé and prosecco. Last month, customers were treated to a wine tasting event to mark the launch of the new range.

Find out more about Greater Anglia If you want more news and updates about Greater Anglia, there are plenty of places you can get it. Follow Greater Anglia News on Twitter @GreaterAngliaPR. Find us on Facebook facebook.com/ greateranglia or follow Greater Anglia on LinkedIn. Check out the News Desk section of our website for the latest news articles and blogs. greateranglia.co.uk/ newsdesk

Happy Christmas to all of our customers from everyone at Greater Anglia