Rising star of the light rail world

Tom Rowe receives global recognition for his work to keep the West Midlands Metro safe for staff and passengers

Tom Rowe is a man on a mission to make a difference for customers and staff on the West Midlands Metro. Those efforts have been recognised with the prestigious Rising Star award at the recent Global Light Rail Awards.

Based at Metro’s Wednesday depot, he has played a vital role in making travelling by tram an even safer experience, working closely with the police to further reduce the already low levels of crime reported on the network.

“I was honoured at just being nominated for the award, but to be recognised for the work that I do every day is surreal,” Tom said. “I have always wanted to make a difference for our customers and staff, and it has been a long road with many challenges and one we must walk every day.

“I smile when I see the award in my office, as in my mind it isn’t a win for me, it is a win for everyone who has helped to make the tramway even safer. I couldn’t do any of this on my own, and the team I work with is not limited to the MML (Midland Main Line); it expands so much further. I would though like to thank my manager, Anthony Stanley, who has supported me and believed in me from day one.”

This month marks Tom’s fourth year as Security and Insurance Officer at the West Midlands Metro tram network. It was a journey which actually started with National Express as a bus driver, where his CV grew as he took on roles related to CCTV and insurance.

Although a lot of my work is reactive, I’m looking to develop new systems to help reduce the chance of incidents being repeated

“The three main aspects of my role are security, CCTV and insurance, and each has different challenges and responsibilities,” he said. “I also look after the partnerships with the police, local authorities, BIDs and other organisations, and together we’ve made a positive impact, further reducing already low levels of crime and anti-social behaviour across the network.

“Fortunately, serious incidents on the Metro are rare, and trams offer one of the safest modes of transport. However, when I receive reports from a member of staff of an incident, whether it is crime-related or a case of anti-social behaviour, I’ll report to the police or the Safer Travel Partnership (STP) with as much information as possible, if it has not already been reported.

“Once I’ve reviewed the CCTV, I will prepare the footage as potential evidence, capturing stills of the offender/s before sending them to the police or STP so they can start trying to identify those responsible as quickly as possible.

“If I see a trend or pattern forming, I also look to work with the police and other partners to set up operations or additional patrols. I look after all aspects of CCTV for the business, including those onboard trams at stops and other key locations such as the Wednesday depot, and thanks to the support of network managers I’m now able to download footage even quicker.”

As well as reviewing the CCTV, securing it and sharing it with the relevant managers via the digital system he set up a few years ago, Tom is also responsible for writing the CCTV reports within the digital system.

“The digital system we use details every reported incident we have,” said Tom. “Each entry has its own designated file and all relevant information is stored in there. This is key for accessing information quickly and understanding incident types. I have also been involved in upgrading the Metro depot’s CCTV cameras and new installations to increase security.

“The final part to my job is managing our insurance claims. If I receive a report that requires the insurer to be notified, I will send them all the relevant documentation and data that they require. If a claim is submitted against the company and it is one we are not liable for, I will look to provide further evidence to support our case.

“I am also responsible for creating a cost of repair for each loss. This captures all the losses as a result of the incident. I am also involved in the renewals of the insurance policies that the Metro hold and will liaise with our insurance broker if any changes are due to happen within a policy.”

Despite the recognition at the Global Light Rail Awards, Tom has his feet firmly on the ground, with his priorities very much focused on the work he does at MML.

Future plans “I really want to build my knowledge and experience in the role I am currently in,” said Tom. “I’m still learning and remain committed to making the network even safer for everyone. Although a lot of my work is reactive, I’m looking to develop new systems to help reduce the chance of incidents being repeated.

“We have some fantastic partners that we work with and explaining that is key. Uniting partners together is essential for best working practices and for resolving security, crime or anti-social behaviour issues, and I’m looking to building on these moving forward.

“I am always looking at ways to develop the role and would welcome the opportunity to take on more responsibility. The greatest reward for me is knowing that colleagues believe in the work I do, and that customers feel safer and confident we are doing all we can to keep them safe.”

High praise for Tom Rowe

Anthony Stanley, West Midlands Metro Head of Quality, Health and Safety and Environment, said: “It’s a fantastic achievement and thoroughly deserved. Tom always works tirelessly and often comes to work out of hours so he is able to secure highquality CCTV footage as quickly as possible to help police carry out their investigations and prosecute offenders.

“Tom always works tirelessly and often comes to work out of hours so he is able to secure highquality CCTV footage as quickly as possible to help police carry out their investigations and prosecute offenders.

“His tenacity and attention to detail has also enabled us to successfully pursue a number of significant insurance claims relating to accidental and malicious damage to our network.”