ISSUE 7 2019 Take a look…
2 Improving the reliability of your journey
3 Improving our
service on the Braintree line
First of longer trains now arrived The first of our brand new long electric trains has now arrived in East Anglia. The 12-carriage train will ultimately go into service on our Stansted Express route between London Liverpool Street and Stansted Airport. It’s the same model as the new Intercity trains which will replace our current slam-door trains which run between Norwich, Diss, Stowmarket, Ipswich, Manningtree, Colchester, Chelmsford, Stratford and London. Swiss manufacturer Stadler is making ten of each for us. Every one of the new trains will be longer, with more seats, plug and USB points, air conditioning, wifi, an accessible toilet and improved passenger information screens. Although they look the same from the outside, the interiors are fitted our differently, with the new Intercity trains including a café-bar and first class seating area, which will not be available on the new Stansted Express trains. The electric train will join our four brand new dual power Stadler bi-mode trains, which are also in East Anglia, and be put through rigorous safety and performance tests before
they’re passed as fit to go into passenger service. In April, we’re due to run a test train all the way down to Liverpool Street for the first time. We’re replacing every single one of our existing trains with brand new trains. We’re getting 58 trains from Stadler and 111 from Bombardier, in Derby. They will start to come into service from the middle of this year in a two-year roll-out. The bi-modes, which are replacing our diesel trains on our regional routes, will be the first new trains to come into service.
Read more about this and watch a video of the new long train arriving in Ipswich here greateranglia.co.uk/long-train
Delay Repay 15 starting in April
You said
We did
We are very pleased to announce that from Monday 1 April we will be offering delay repay compensation for delays of 15 minutes or more. Under our current franchise agreement, we were only able to give compensation for delays over 30 minutes, but many customers asked us if they could claim for shorter delays. We were happy to work with the Department for Transport to make this happen as soon as possible. If trains are delayed by between 15 to 29 minutes, customers will be able to claim 25 per cent of the value of a single fare, whatever the cause of the delay. Existing delay repay compensation is already in place for delays of 30 minutes or more.
Improving the reliability of your
Good news I’m pleased to report that our performance is continuing to improve. As you can see from the graph below, our average punctuality in February was over 90 per cent, and on some lines it was even higher than that, including Marks Tey to Sudbury, at 97.6 per cent, Norwich to Lowestoft 94.9 per cent and London to Southend/Southminster 92.6 per cent. It’s encouraging to see the good work of my colleagues paying off, because customers tell us time and time again that punctuality is one of their highest priorities and it’s always one of our main aims. We have had a number of train faults however and our engineers are working hard to keep our old trains working reliably, while also preparing for the new trains which will ultimately give us a more reliable train service. Obviously, we’re doing all we can to reduce delays, but from Monday 1 April, customers will now be able to claim Delay Repay compensation if their train is over 15 minutes late. We’ve been working proactively with the Department for Transport for many months to introduce this upgrade. It wasn’t included in our franchise contract, but we knew that our customers wanted it, so we were keen to introduce it as soon as we could.
My main job is to put passengers at the heart of everything we do and get the most out of our railway infrastructure to enable your trains to run on time. I know how much people value a reliable service, and over the next five years we will be investing a record amount to maintain and operate the railway in Anglia, improving the resilience of the infrastructure and our response when things do go wrong. We’re working with Greater Anglia to support the introduction of its new trains, and help you become better connected across the region.
Our Delay Repay scheme compensates customers for non-scheduled delays, but not for longer journey times caused by planned engineering works. Under the nationallyagreed National Rail Conditions of Carriage, compensation is paid only when disruption is unplanned. We will always try to give you as much notice as possible, so that you can make arrangements taking into account the longer journey times caused by engineering works. We’ll keep on trying to make every aspect of our service as smooth and convenient as we can.
I’m a commuter myself, and like you, know that it’s an increasingly busy network. So every time we have a problem with a piece of our infrastructure, more services – and more passengers – are affected than before. I am determined that we improve the reliability of your journeys. So, what are we doing? • We plan to significantly increase the remote monitoring of our track circuits, points and level crossings. This predictive technology helps us stop faults before they occur. • We’re reducing delays by cutting the time it takes to get to incidents by allocating more staff to response duties during peak times and locating them nearer to critical locations. • We’re reducing the number of safety related speed restrictions that can delay your journey by deploying more track geometry machines. These have already seen the number of restrictions cut by two-thirds in the last year.
Jamie Burles, Managing Director, Greater Anglia
How are we doing? Punctuality – how many trains run on time*
50%
39%
*Based on Public Performance Measure figures. For more details see greateranglia.co.uk/about-us/our-performance/performance-figures
G r An eat gl er ia
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2
11%
87.7% ex lu Ra fa te din il ct rna g or l s)
Annual average performance 12 months to 2 March 2019
90.5%
O co th m er pa tra ni in es
Greater Anglia performance 4 weeks to 2 March 2019
Responsibility for delays
journey
Guest article by Meliha Duymaz, Route Managing Director for Network Rail Anglia
Looking ahead, we have secured a record £2.2bn to operate, maintain and renew our railway until 2024. This is a 21% increase compared to the current five-year period. • £1 billion for operations and maintenance. • £1.2 billion to renew our assets including: • £400 million to renew or refurbish a quarter of our track including on the Great Eastern main line at Maryland, Ingatestone, Marks Tey, Witham, Colchester and Ipswich. • £350 million to renew ageing signalling systems at Clacton and Cambridge and level crossings across the route, making the railway more reliable and safer. • We plan to upgrade or close over 100 level crossings. These changes will reduce risk and delays to your services. • £250 million to renew or repair bridges, embankments, cuttings and buildings. Including Cattawade Creek viaduct which carries the railway over the River Stour between Manningtree and Ipswich. • Finally, we’re committing £200 million to renew our overhead line equipment. We can complete the upgrades on the Great Eastern main line between Liverpool Street and Chelmsford and from Shenfield to Southend. This project has already seen a significant reduction in heat-related delays. I recognise that we have a lot to do, but I know that I have a 2,500-strong team in Network Rail Anglia that is fully committed to making your journeys better, each and every day. Visit networkrail.co.uk/anglia
How to… book a bike onto an Intercity service There are six full size bike spaces available on Intercity trains, in the guard’s van, and they must be booked in advance. To make a reservation, call our customer relations team on 0345 600 7245 and select option 8. You must provide at least 24 hours’ notice. Spaces are subject to availability on a first come, first served basis. There’s no restriction or any need to book if you have a fold-up bike. Please note that the guard’s van is locked five minutes before departure from London and Norwich.
Improving our service on the Braintree line We’ve had an in-depth look at the Braintree-Witham line to see how we can improve its reliability. At the moment, the line is vulnerable to cancellations when the mainline is disrupted because most Braintree trains come from the mainline to form the Witham-Braintree service and there’s just single track from Witham to Braintree – so a train running late to and from Braintree delays the next service and ripples across other services. But we’re committed to exploring every improvement and opportunity to prevent cancellations on this service during disruption on the mainline. We’re going to make every effort to keep Braintree station staffed to help keep passengers informed, try to speed up getting a replacement bus service if necessary, investigate opportunities to allow trains to run faster on the line and put in a shuttle service off-peak from May next year.
Cycle security improved at 13 stations We’ve reviewed bike parking at our stations and we’re now investing £7,500 in security improvements, including installing tamper-proof fixtures and fittings on single bike stands and twotier cycle racks where it has been found to be necessary. Work will be carried out at Witham, Newmarket, Cambridge North, Shelford, Whittlesford Parkway, Great Chesterford, Audley End, Elsenham, Roydon, South Woodham Ferrers, Shenfield, Thorpe-le-Soken and Alresford. greateranglia.co.uk/cycle-security
Emergency alarm pull warning after spate of malicious acts Last year our trains were delayed by the equivalent of three days after passengers activated the emergency cord maliciously. On most of our trains, pressing the emergency button stops the train and the driver has to get off and walk the length of the train to re-set it, which delays and can also cause knockon delays. We’re taking action to catch and fine anyone caught using it maliciously. Find out more here: greateranglia.co.uk/emergency-alarm
Enterprising engineers win industry award for improving autumn service Our engineers have won another award – this time for their innovative work in designing and installing an ABS-like braking system improving braking and acceleration in slippery autumnal conditions on some of our older Class 156 diesel trains which run on our rural lines. The project, developed in partnership with Porterbrook, won a Rail Business Award. Read more here: greateranglia.co.uk/innovation-award
Take your Easter eggs to Ely Our kind-hearted staff at Ely, Cambridge and Cambridge North stations are collecting Easter eggs in the run-up to Easter. They will donate them to Ely food bank, Highfield Ely Academy and the children’s ward at Addenbrooke’s hospital. Anyone who wants to donate an Easter egg for someone less fortunate to enjoy can drop it off at the station.
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Meet... Kelly Froud Kelly Froud has been a familiar face on the railway for over a decade. Having started her career in catering 13 years ago, she has worked her way up from dispatcher to supervisor to her current role, assistant area customer service manager for the Norwich area. Kelly has worked in Norwich since May 2017 and her role covers several stations and branch lines including Norwich to Great Yarmouth, Lowestoft, Sheringham and Cambridge, and Ipswich to Felixstowe, Lowestoft and Cambridge. Norwich welcomed more than 4 million people through its doors last year and the station is set to be even busier this year with Norwich in 90 due to start from May 20, and the reintroduction of the Great Yarmouth summer special services. Kelly is part of the management team at the station, which is staffed 24 hours a day. One of her favourite things about working in Norwich is the community feel at the station, which hosts several special events throughout the year, including farmers’ markets and vintage tea dances to raise money for charities including Dementia UK and The Admiral nurses in Norfolk.
Engineering works in April Reedham – Great Yarmouth
Please refer to journey planner for full details greateranglia.co.uk
Sheringham
Buses replace trains. Sunday 14 April
Ely
Cambridge North
Newport
Stansted Mountfichet
Stratford/Hackney Downs – Bishops Stortford/Hertford East
Cheshunt – Hertford East/ Bishops Stortford Enfield Town Bush Hill Park
Hackney Downs – Cheshunt Between 23.15 to 05.00 the next day services that normally run via the Lea Valley/Tottenham Hale will be diverted via the Southbury Loop/Seven Sisters. Monday 8 April Tuesday 9 April Wednesday 10 April Thursday 11 April These 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 22 April Tuesday 23 April Wednesday 24 April
Theobalds Grove Turkey Street Limited Service Southbury Edmonton Green
Seven Sisters Limited Service
Until 09.50 trains between Liverpool Street and Hackney Downs (including Stansted Express) will be diverted via an alternative route. 07.32 and 07.51 Cambridge to Liverpool Street will terminate at Stratford. 08.57 and 09.28 Liverpool Street to Cambridge will start from Stratford. Sunday 21 April
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Witham
Brimsdown
Shenfield – Gidea Park
Hatfield Peverel
From 21.25 some trains may depart early and journey times will be extended by 10 minutes. Monday 1, 8, 15, 22, 29 April Tuesday 2, 9, 16, 23, 30 April Wednesday 3, 10, 17, 24 April Thursday 4, 11, 18, 25 April
Northumberland Park
Tottenham Hale
Bethnal Green
Stratford
South Woodham Ferrers
Emerson Park Romford
Upminster
Rochford Southend Airport
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Chadwell Heath
Ilford Manor Park Forest Gate
Lea Valley/ Tottenham Hale services Services that normally run via Lea Valley/ Tottenham Hale will be diverted via the Southbury Loop/Seven Sisters until 09.00. Sunday 7 April
Southminster
Shenfield – Southminster/ Southend Victoria Buses replace trains. Saturday 6 April Sunday 7 April Saturday 13 April Sunday 14 April Friday 19 April Saturday 20 April Sunday 21 April Monday 22 April
Hockley
Gidea Park
Goodmayes Lea Bridge
Burnhamon-Crouch
Battlesbridge
Prittlewell
Southend Victoria
Seven Kings
Cambridge Heath
Clacton-on-Sea
North Fambridge Wickford
Wood Street Walthamstow Central
Kirby Cross
Thorpe le-Soken
22.56 Colchester to Walton-on-the-Naze service will be diverted to Clacton. Passengers for Kirby Cross, Frinton and Walton-on-the-Naze should change at Thorpe-Le-Soken to replacement buses. Buses will replace trains for the 00.30 Colchester to Clacton service. Saturday evening 20 April
Billericay
Harwich Town
Frinton-on-Sea Weeley
Rayleigh
St. James Street
London Fields
Colchester – Thorpe-le-Soken/ Clacton-on-Sea/ Walton-on-the-Naze
Althorne
Shenfield
Shenfield – Wickford
Red lines
Buses will replace trains from 23.40. Some early morning services the next day are also affected. Monday 1, 8, 15, 22 April Tuesday 2, 9, 16, 23 April Wednesday 3, 10, 17, 24 April
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
Pindar Creative 22.3.19 (GA86)
Keep up to date with the latest on this here greateranglia.co.uk/ southendworks
Walton-on-the-Naze
Great Bentley
Ingatestone
We’ve worked with Network Rail to speed up the project, but this is only possible due to nine days from 25 May to 2 June when the line will be completely closed from Southend Victoria to Wickford. There will only be a limited rail replacement bus service and a reduced train service from Wickford to London Liverpool Street, so customers are advised to make other arrangements for that week.
Buses replace trains. Saturday 6 April until Sunday 14 April
Alresford
Harold Wood
Highams Park
Hackney Downs
Colchester Town
Look out for a series of events where you can find out more about Network Rail’s project to replace all of the overhead wires from Southend Victoria to Shenfield. It’s a big improvement project, and it’s involved many weekends and mid-week late night engineering works.
Harwich Town – Harwich International
Chelmsford
Brentwood
Chingford
Maryland
LONDON LIVERPOOL STREET
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White Notley
Clapton
Stratford – Tottenham Hale All Hertford East to Stratford services will be diverted to start/terminate at Liverpool Street all day. Sunday 7 April
Kelvedon
Cressing
Rectory Road
Harwich International
Wivenhoe
Marks Tey
Waltham Cross
Stoke Newington
Liverpool Street – Hackney Downs
Colchester
Braintree Freeport
Stamford Hill
Wrabness
Hythe
Cheshunt
Angel Road
Dovercourt Mistley
to Stansted
Braintree
White Hart Lane Bruce Grove
Ipswich
Manningtree
Broxbourne
Felixstowe
Trimley
Derby Road
Westerfield
Chappel & Wakes Colne
Ponders End
Wickham Market Melton
Bures
Roydon
Silver Street
Buses will replace trains from 18.50 Saturday and all day Sunday. Saturday 6, Sunday 7 April Saturday 13, Sunday 14 April Saturday 20, Sunday 21 April Saturday 27, Sunday 28 April
Sudbury
Harlow Town
Rye House
Ipswich – Felixstowe
Brampton Halesworth
Woodbridge
Buses replace trains. Sunday 21 April
Harlow Mill
Ware
Lowestoft
Beccles
Saxmundham
Needham Market
Colchester – Norwich/ Manningtree – Harwich
Sawbridgeworth
St. Margarets
Services that normally run via Lea Valley/ Tottenham Hale will be diverted via the Southbury Loop/Seven Sisters until 08.20. Sunday 14 April
to Colchester
Bishops Stortford
Ipswich – Woodbridge Darsham
23.30 Liverpool Street to Norwich service will be replaced by buses between Ipswich and Norwich. Monday 15 April Tuesday 16 April Wednesday 17 April
Stansted Airport
Buses replace trains. Sunday 7 April Sunday 21 April
Oulton Broad North
Somerleyton
Buses replace trains. Sunday 28 April
Ipswich – Norwich
Elsenham
Norwich – Lowestoft/ Great Yarmouth
Berney Arms
Oulton Broad South Stowmarket
Buses replace trains. Sunday 7 April Saturday 13 April Sunday 14 April
Audley End
Hertford East
Elmswell
Ipswich – Norwich/ Bury St. Edmunds
Great Chesterford
Stansted Express – Buses will replace trains until 09.00. Sunday 7 April Stansted Express – 04.40 Liverpool Street to Stansted Airport will call at Seven Sisters instead of Tottenham Hale. Tuesday 9 April Wednesday 10 April Thursday 11 April Friday 12 April
Buses will replace trains until 09.00. Sunday 7 April
Newmarket Dullingham
Whittlesford Parkway
Liverpool Street – Stansted Airport
Cantley
Haddiscoe
Shelford
23.28 Liverpool Street to Cambridge service will be replaced by buses between Bishops Stortford and Cambridge. Monday 15 April Tuesday 16 April Wednesday 17 April Thursday 18 April
Limited Service
Buckenham
Great Yarmouth
Acle
Reedham
Thurston
Bury St. Edmunds
Cambridge
Bishops Stortford – Cambridge
Lingwood
Diss
Buses replace trains. Sunday 21, 28 April
Kennett
Waterbeach
Brundall Brundall Gardens
Ipswich – Bury St. Edmunds
Manea
March
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Roughton Road Gunton North Walsham Worstead Hoveton & Wroxham Salhouse
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Downham Market
Peterborough
Limited Service
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Buses replace trains. Sunday 31 March until Sunday 5 May
Kings Lynn Watlington
Ipswich – Peterborough
West Runton
Sheringham – Cromer
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 further notice
Cromer
Southend engineering works reminder
Operated by TfL
Find out more about Greater Anglia If you want more news and updates about Greater Anglia, there are plenty of places you can get them. 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