1205 18 btl issue 10 online

The award-winning magazine for everyone at London Midland

above and

beyond Ambassador Award 07 Our winners’ stories shared

inside this issue...

ISSUE 10 | SPRING 2013

www.londonmidland.com

05 Meet Gary

06 THE BIG PICTURE

11 Project 110 unveil

14 We’re giving back

16 Win!

2

hello!

Hello! I’m Michelle Evans, I’m a ‘newbie’ to London Midland. I joined the company in January and I’m Resourcing Manager, based at 102 New Street, Birmingham.

I

’m new to the railways, but not to resourcing, which I’ve worked in for the past 10 years. I’m glad to be the guest editor of this issue of Between the Lines because I’ve been reading all the past issues of the magazine which have helped to fill in any gaps in my knowledge and bring me up to speed with the company, how it works, what’s happening, our people, and the railway in general.

So as Guest Editor it’s great to get really involved in what’s going on across the whole company and share some great and important messages.

As a ‘newbie’ it’s a huge positive for me to see just how we as a company recognise the achievements of our people like in the Ambassador Awards coverage (p7-10) and the benefits available to everyone (p13). I’m keen to promote our new internal careers website (p3), which makes it easier for you to apply for jobs within London Midland.

In February we unveiled our Project 110 to customers (p11) and stakeholders.

It makes me very proud to be working for a company that is being innovative and leading the way in many ways.

I hope you enjoy this issue Check out of Between the Lines. nes n the Lico Betweetlm .uk e. in az ag .b at www

Michelle Michelle Evans Guest editor

it’s all about you...

This is your magazine. So if you’d like something including, please get in touch. We’re looking to hear from individuals or teams with a story to tell. Are you working on something new, different or interesting?

What do you do in your spare time? What matters to you at work?

What do you want to know more or less about?

w his tle

st op

@

Contact Between the Lines at btl@londonmidland.com or call 01904 731185 If you are emailing from home, do leave your name so we know who to get back in touch with.

...is your quick look at what’s happening across London Midland – follow it along the bottom of Between the Lines.

All the latest news

Improving our stations There have been a number of changes at some of our stations. Our National Station Improvement Programme (NSIP) identified stations needing some care and attention, to make sure our customers enjoy a good berkhamsted experience travelling with us. subway before “The Government is investing £10million to provide better facilities for our customers,” says Partnerships Manager Ged Burgess.

“It’s all part of a scheme to benefit customers at medium to large stations across the UK. We’ve also received donations from Hertfordshire County Council, Centro and the Railway Heritage Trust.

“We’ve been speaking to our customers and listening to feedback from focus groups and our own customer relations team. This has helped us to decide how we prioritise our spending at each station involved.”

���

Coming soon ���

Look out for improvement works starting at Milton Keynes this spring then at Birmingham Snow Hill, Hemel Hempstead, Leighton Buzzard, Worcester Foregate and then later on, smaller NSIP schemes at Lichfield Trent Valley, Sutton Coldfield, Redditch, Kidderminster and Stourbridge Junction.

“We’ve received good feedback from stations. On the Chase Line it’s pleasing to see that the new

coversr sta

facilities are being respected with vandalism reduced, at Berkhamsted our restoration work in the booking hall was shortlisted for a heritage award,” says Ged. “Thanks to all of our colleagues working at our NSIP stations for looking after our customers during the inevitable periods of disruption during the improvement works.”

Our 2012 Ambassador Award winners

Between the Lines magazine is managed by Richard Baker and designed and produced by scarlettabbott – 01904 633399 | scarlettabbott.co.uk

� all change at half-time for Birmingham’s New Street station

this year we will see some exciting changes at Birmingham New Street station, before the entire redeveloped station is unveiled in 2015. Follow the whistlestop for more info…

£10m

restored booking office

Job done

You said: we want more opportunity for career development.

We did: launched a new jobs website.

after

The story so far… � Chase Line – we’ve introduced CCTV, replaced the old waiting shelters and installed new ticket buying machines along the route. � Berkhamsted – extra shelters, the subway and stairwells are now clad in bright new coverings. The historic ticket hall has been restored in a style sympathetic to its heritage. � Watford Junction – we’re working on a large renovation project to remodel the station front to improve access and improvements are under way in the ticket hall and subway. � Tamworth – station facelift: we’re creating more warm waiting areas on the upper and lower level platforms and more cycle storage. � Telford – we’ve decluttered the station concourse, renovated the toilet facilities and extended the platform canopies. � University – platforms widened and new waiting areas have been created to provide a more comfortable and safer customer environment.

Check out our new internal careers website at www.londonmidlandcareers.com/internaljobs This is where you can find the latest London Midland job vacancies. It’s designed with you in mind, to make it easy for you to apply for career opportunities within our business.

To use it for the first time, you’ll need to register to set up an account. Then you’ll be able to apply for jobs, check on your progress, and even set up automated alerts to notify you about new vacancies. If you don’t have easy access to a computer then you can still apply using the internal application form. Get it at mylondonmidland.com under ‘working here’ and ‘job opportunities’.

If you experience any problems using the website or if you’d like to get in touch, then send an email to us at recruitment@ londonmidland.com Have you brand seen our rochure? b B M new CLI land. o nd nmid Visit mylo tact Ruth n com or co r a copy. fo e k a No

3

worth of investment in facilities

Your

BtL

Thank you to everyone who took part in our Between the Lines (BtL) reader survey.

This year we’re changing BtL so it can better meet your needs. We’re making it quarterly instead of bi-monthly and in the future it will focus more on the issues affecting you at work with plenty of information, advice and tips – as well as bringing you stories from colleagues across the company. If you have a story to tell, please contact us at btl@londonmidland.com

everyone counts

Best kept!

Congratulations to colleagues at Hartford station – the team has won the Customer Care Award at the Cheshire Best Kept Stations Awards.

Commercial Director Richard Brooks, says: “This award is in recognition of the hard work and commitment of our Hartford station team, which sees them go above and beyond

for customers.

We often receive positive feedback from passengers about the team, and colleagues at Winsford station.

It’s great that their customer-focused efforts have been formally recognised.”

Find out more about the awards at www.bestkeptstations.org.uk

... on 28 April, phase one of the two-phase construction project, will be complete and the new public concourse will open. It is at the opposite end of the station to the current concourse. It will have pedestrian access from Stephenson Street and Hill Street, and an indirect link from what is left of the Pallasades shopping centre. Vehicles (including public parking and taxis) will be relocated to Navigation Street and Hill Street…

4

how we’re doing

1

How we’re performing

How we compare

82.6% 77.0%

89.0% 88.4%

95.3% 93.8%

Period 10

Period 10

Period 10

96

77.7%

87.8%

92.5%

94

London Midland PPM

London Midland MAA

Reliability

Period 8

90 88

% 86

Industry Average 91.7%

84 82

78

Period 9

96 94 92

23,277

Period 10

@

Customer complaints

Period 8

10,086 (up)

776 full 393 part

88

% 86 84

Industry Average 91.5%

82 80

Period 9

10,983 (up)

Period 10

78

(down)

96

8,127

Period 10

94 92

Performance has dipped in recent weeks, partly as a result of traincrew availability, leaf-fall, rain/snow fall and several disruptive isolated incidents.

90 88

% 86

Environmental We’re currently recycling a Moving Annual Average (MAA) of 87.9% of general waste.

Industry Average 91.4%

92.2%

Period 10

90

84 82 80

87.9%

86%

865 full 503 part

91.8%

Period 9

94.6%

26,490

94.7%

Period 9

78

Chiltern

South Eastern

Great London Anglian Southern Midland

85.7%

805 full 577 part

88.4%

Period 8

87.8%

25,355

80

91.6%

Period 8

Cancellations

91.7%

Delay Minutes

91.7%

92

89%

Period 9

89.4%

Period 8

Period 10

1.9% 1.5% 0.4%

89%

Period 9

Period 9

88.6%

Period 8

Period 8

91.8%

Period 9

94.3%

Period 8

Customer journey growth

92%

th3

3

8

9 4 2 63r5 num 6 6 7

Virgin

... the new concourse has new lifts and escalators (both up and down) to all 12 platforms. To allow the phase two construction works to begin, the current concourse and entrances off Smallbrook Queensway, along with Navigation Street footbridge, will close. Once agreed, a date will be set in 2013 for relocating the traincrew booking to a new purpose-built facility nearby. Gateway Manager Mark Haslam says: “This will be the biggest change...

5

From pantographs to...

He’s a self-confessed health and fitness fanatic, and recently crowned West Midlands Powerlifting Champion! Meet Soho Driver Gary Phillips, a rail stalwart of 26 years.

I’ve always enjoyed being part of the railway. I’ve been at Soho for 10 years, and do you know what? I love my job. We have a good crew of people here. We have a laugh at work, as well as being professional, and there’s always an interesting challenge to overcome.

I like the challenges the job brings because it makes every day different.

Gary at work

I’m one of a team here who fault by driving the train into maintain our Class 323 trains. the maintenance shed for a We make sure that as soon as new pantograph. If there’s a traction they come into motor fault that the depot they might also need “I like the challenges are checked, changing, or if an the job brings because prepared, and isolating cock is ready for service damaged I know it makes every the next day. that could lead to day different.”

I start by an air fault and loss checking the of brake power – onboard Repair Book for any faults so the checks are important to ensure the driver has logged that day for that everything is in working order. us to address. Then I walk each unit I work closely with various inside and out, checking everything colleagues to make sure that we all is as it should be and fault-finding. do what’s required. Control talk to So I check the safety equipment, air the shunters about the formations cylinders, brakes, everything really. needed, the shunters communicate It takes about 30 minutes per unit. that to us and we ensure the trains If I find a fault or that something is are marshalled in the right formation damaged I speak to my maintenance before going into service. Everyone in colleagues about it and move the unit the ‘chain’ needs to understand from the yard to the shed for repairs. exactly what everyone is doing For example if there’s a pantograph before we start and so most of the fault – perhaps some carbon is missing communication is done face-to-face. and the train won’t run without it – After my shift I’ll go home, or I’ll make arrangements to rectify the head to the gym. I’m very sporty

and I like to keep fit. Last year I took up powerlifting, which is a type of strength sport a bit like Olympic weightlifting. You lift as much as you can in squat, bench press and deadlift challenges.

In January I became the West Midlands Powerlifting Champion – I deadlifted 250kg – that’s nearly 40 stones! I am part of the Viking Powerlifting Team based at Alexander Stadium and I’m competing in the British finals in Staffordshire in April.

Wish me luck!

Bonus!

Gary has negotiate da corporate discoun t for all London Midland co lleagues – show your compan y ID at any Birmingham City Co uncil run leisure facility and get 20 per cent off. To find ou t more, visit mylondonmidland.c om

... at New Street station since the mid-1960s, when the Pallasades shopping centre was built with a railway station rather unhappily appended to it.

This new facility will put railway operations, colleagues and rail-users firmly back to the fore. It is important that I thank colleagues for their good-natured forbearance whilst works have been progressing. I’m confident that the end result will be well worth all the disruption.”

6

A message from Patrick

Building strong

foundations London Midland, and the railway in general, are no strangers to challenges, and they don’t come much bigger than our current situation.

N

icola Moss, Head of Franchise Management, explains more: “Everyone will be aware that during autumn and winter we cancelled a large number of our train services and we badly let down many of our customers, which was reported widely in the media.

“As a result, we have made a number of commitments to deliver improvements, not just in the short term, but to build strong foundations

for the future of our business.

These focus on three key areas: � how we deliver good and consistent operational performance � having the right plans and processes in place for the future � how we communicate and involve colleagues across our business.

What does it mean for me?

“Fundamentally, this is about each of us doing our job to the best of our ability. Exactly how every individual in London Midland will be involved varies slightly, but we all have a part to play.

“If we do this properly,” says Nicola, “it won’t mean more

Thank you for your continued efforts to deliver a good service to our customers. We’ve taken some time to consider what we need to do to put things right and we’ll need your help to make these improvements.

Please remember that it really is about us all doing our jobs to the best of our abilities, and working closely as a team. This is what will help us to improve our performance and make our company a great place to work.

“My job is to lead the Programme work for people, it will mean Team, to help us focus on the doing the basics well, and doing things that will make a positive them consistently.” difference – We’ve created and ensure a Programme “Fundamentally, this that we do this Team, made up of is about each of us in a joined up functional experts doing our job to the way, meeting across the business, our deadlines to improve how best of our ability.” and timescales,” we work in the says Nicola. following areas: “Because we can all have an � traincrew resources and planning impact on our train performance � train service performance and customer satisfaction, � management and leadership you might find that things � relationships and communication. change slightly for you too – or you may have a great idea for We’re also investing in facilities improving things. If you want to across our network and saying know more about what’s going on, sorry to our customers by providing please get in touch.” free day passes for season ticket Contact Nicola on 0121 654 1280 holders, and more cheap tickets or nicola.moss@londonmidland.com than ever before.

7

ambassador awards

Starring roles for our C winners

ambassadorawards

raig Grundy, a Technician at Birmingham New Street station, was asked to help with an incident at Birmingham New Street in the early hours one morning last September. A man had tried to commit suicide, and was trapped under a Class 323.

He was somehow still alive although unconscious.

“Maturity and professionalism beyond his years” Craig helped the emergency services rescue the man from under the train, by removing a front part of the unit, so emergency crews He told Between the Lines: “I really appreciated could get to him. While Craig worked to the nomination, but I wasn’t expecting to win. remove the front of I feel honoured to the unit, the trapped be selected as man regained the winner by the consciousness and Ambassador Award Craig Grundy began convulsing.

Panel. I’m sure it Ambassador of the Year 2012 This continued until wasn’t an easy job he was brought out to pick one person from the train, alive but badly injured. out of so many people with such amazing stories.”

John Mills, Craig’s manager, nominated him Our 2012 Ambassadors for the award and said: “Craig displayed maturity Managing Director Patrick Verwer announced and professionalism way beyond his years.

CRAIG GRUNDY Craig as our Ambassador of the Year 2012 He’s a credit to himself and London Midland.”

After being named Ambassador of the Year, Craig at an awards event in January at Jamie’s Italian in Birmingham. Colleagues including Ambassador was presented with a certificate, engraved trophy, Award winners, nominators, line managers and and £1,000 in shopping vouchers. directors enjoyed lunch before the presentation.

Patrick said: “It’s been a challenging year for London Midland for lots of reasons, but despite all the difficulties, our winners have really impressed our customers and colleagues through their dedication and hard work. Thank you!”

He thanked all of last year’s Ambassador Award Winners for their outstanding contributions to Patrick Verwer the business, adding: “You can be so proud of your achievements.You’ve done something very remarkable that your colleagues and customers felt moved to recognise.”

To recognise their starring roles, each Ambassador received their own star with a certificate detailing where to find it in the night sky, before everyone chatted and reflected on their achievements.

“I feel honoured.”

8

ambassador awards Last year you, and our customers, nominated more London Midland colleagues for an Ambassador Award than ever before. Our cross-functional awards panel had the difficult task of whittling over 300 nominees down to 12 Ambassador Award winners. Here are our winners’ stories…

ambassadorawards Bob Glover, Technician Amazing dedication In 2008, Ged Mahon, a Tyseley technician, died from cancer.

The care he received at Saint Mary’s Hospice, Birmingham, during his final weeks was “second to none”, according to colleague and fellow Technician Bob Glover.

Since then, Bob has organised an annual charity event every December, in memory of his colleague and to raise money for the hospice.

The charity disco has become very popular and raised more than £7,000 for the charity in the past three years (see page 15 for the latest on the last fundraiser).

Bob was praised for the amount of time and effort he and his family put into the event. Last year, a record 150 plus people attended the event and Bob’s already planning this year’s festivities.

Bob says: “Thank you. I’m overwhelmed by the fact I have been acknowledged for my efforts.”

Adrian Banks, Senior Conductor Manager

Delivering beyond expectations Adrian was nominated for an award after going out of his way to protect the wellbeing of his team, even while he was ‘off duty’.

There was an incident involving a senior conductor from Worcester, who was working on a train from Birmingham New Street during the evening peak. Another colleague, also a senior conductor, witnessed the incident and was concerned

Milton Keynes Delivery Team

Giving back

This team really set the bar high in November 2012, when they raised almost £4,000 for Children in Need! This was done with a combination of hard work, including making cakes and collecting bric-a-brac to sell, with one colleague dressing as a bear to collect money.

The collecting ran from 6am to 8pm, and many colleagues took part.

Some used their own time and annual leave and others did their share before or after their shift.

We also had retired colleagues attending and colleagues from Network Rail helped to bake and sell cakes. Volunteers from the team collected money on a freezing cold evening for four hours from customers attending a local fireworks display. Our customers loved the event and were very generous.

We also received fantastic BBC news coverage.

Delivery Manager Dawn Watkins says: “The team works hard and so it’s really appreciated to be recognised for something good.” for the safety of a colleague who he knew was working the return journey. Adrian received a call out of hours and while he was off duty, about the potential danger to a colleague. At the time he was at home looking after his dad.

He contacted the British Transport Police (BTP) and arranged for officers to meet the train on its arrival at Worcester to speak to the individuals involved, and to be there for the return journey to Birmingham.

The officers responded and, as a result, helped to avoid any issues on the journey back to Birmingham.

The team felt that Adrian had delivered more than they expected and they were glad that someone was listening to their issues and concerns and providing support.

“I was pleasantly surprised to be nominated,” says Adrian. “I think my colleagues are happy to see someone they know recognised in this way.”

9

Alan Froggatt and Dave Jones, Technicians Alan and Dave responded to a call from the London North A glowing example for London Midland West Region (LNWR) to help colleagues at Cambridge maintain a CrossCountry service. The duo worked together to help service trains and resolve defects during a LNWR staff shortage. They also supported the temporary LNWR team in giving them support and guidance.

Together with our colleagues at CrossCountry, Alan and Dave played a significant part in helping to reduce the number of fleet train failures by resolving issues at Cambridge, going the extra mile to provide great service.

Alan and Dave also had to stay away from home between shifts, but their efforts were worthwhile. Alan says: “I’m delighted to win an award for the job at Cambridge.” Dave echoes these thoughts, saying: “This is excellent.

I feel like I’ve done something worthwhile!”

Chris Waite, Customer Service Assistant Full of praise

Michael Smith, Senior Conductor Exceeding expectations

Chris was in the right place at the right time, when a customer at Euston collapsed in the ticket office last June.

He jumped into action, putting the man in the recovery position, and calling for help.

But the customer had a heart attack and stopped breathing.

Chris worked with BTP Sergeant Ben Roberts and started CPR until an off-duty doctor and a paramedic trainer arrived on the scene.

Thanks to Chris’s quick thinking and early delivery of CPR, the customer recovered. We received a letter of commendation from the BTP, and the customer’s wife contacted us to praise his actions.

Michael likes to keep our customers informed and entertained with his English/French train announcements.

In our Olympic year, it was particularly helpful for customers from abroad who were visiting the Games and using our services for the first time.

His announcements attracted praise from many members of the public and rail managers alike and he is even becoming a star on Twitter!

One customer remarked that he was tempted to remain on the train rather than depart at his station, just to listen to the announcements.

Michael says: “It feels absolutely amazing to be a winner. There are some touching stories from the other winners – I’m in good company.”

Roger Taylor, Senior Conductor A professional attitude

Mohammed Tasif, Senior Conductor

“It’s nice to be appreciated for my part in looking after our customers in a difficult situation,” says Roger.

One afternoon last year, there was a serious car accident outside Shirley station car park.

Even though Roger works at Snow Hill and was off duty that day, he reported to work at the scene. While there Roger met customers coming off all trains and advised them that they couldn’t leave the station with their cars due to the incident.

Another London Midland colleague was travelling back home with their family after shopping in city centre and saw Roger, meeting customers, being professional and advising them on what was happening.

A high level of compassion and care

Mohammed is one of our new Senior Conductors and although he hasn’t been with us for long he’s certainly proven to be a valuable member of the team. He is always polite, professional, looks smart and goes the extra mile to help his customers.

Last year, Mohammed acted quickly to help care for a woman who had experienced an unpleasant incident on one of our trains.

The customer contacted London Midland to say: “I felt it was really important to acknowledge the high level of compassion and care he showed towards me. He is a credit to your company.”

“It’s an honour to receive this award,” says Mohammed. “I’d like to thank London Midland for all the support I’ve received.”

10

ambassador awards Tony Coleman, Station Assistant

“The company at its best”

A ‘self-confessed critic’ of the rail industry got in touch with us last September, to tell us how impressed he was with Tony.

“Tony at Tamworth offers to carry things for customers.

He has a great and unique way of engaging the public, and gives clear answers and directions to them. During the Olympic periods he went above the call of his job to ensure lost passengers and overseas guests were cared for.”

Our customers have noticed that Tony is well groomed and that this shows care and intention to present the company at its best.

“I’m very happy to be nominated,” says Tony.

Merlin Gard, Delivery Manager

Using his initiative

“It’s nice to be nominated for an award by my peers at London Midland,” says Merlin who took inspiration from a tourist visiting the Olympics last summer to help our customers.

Merlin created a multilingual customer help card to help prevent fraud. It advises customers on how to obtain assistance, without having to leave the ticket machine. This helped to stop criminals from stealing money from our ticket machines.

One customer almost fell victim to fraudsters, but by following the instructions on the card Merlin created, the device fraudsters use to get into the machines to steal customers’ money was removed and their money was returned to them.

Done something good? Let’s shout about it!

We know that our colleagues do amazing things for our customers every day – but we don’t always hear about or share these stories.

It’s important that we shout about the good news. Let’s face it, we all like to be thanked when we go ‘above and beyond’.

Make someone’s day by nominating them for a London Midland Ambassador Award at www.mylondonmidland.com

Apeksha Naik, WOW HR Business Partner, Carl Miller, Team Manager, Varsa Patel, Business Analyst, and Gary Basford, Materials Manager Apeksha, Carl, Varsa and Gary formed a team to review our procedure for charitable giving. They researched other companies and charities before developing a new process and brand that we now call London Midland Giving.

This was a major piece of work as part of the leadership development programme. Although this project was part of the course, it was also delivered on top of their day job.

Following the presentation to other participants on the programme, Wallace Weatherill, our Operations and Safety Director, summed it up with one word, ‘WOW’.

London Midland Giving has been successful so far, with many colleagues getting involved. Those who are now becoming aware of it through ‘word of mouth’ are delighted that an opportunity exists to increase the amount of sponsorship for their charitable cause.

“I was a bit surprised when we were nominated,” says Carl. “It’s good to be recognised as part of a team.”

Tim Wignall, Senior Conductor

An outstanding job

Tim says:“It’s nice to know I can do my job, and be recognised for it.”

Tim is a popular character who regularly makes informative announcements on our trains to brighten up our customers’ days. He is regularly mentioned on Twitter and he has even featured in one of our customers’ online blogs! Tim goes above and beyond for our customers by finding out information that they may be interested in and making sure they have a good experience on our trains. A headmaster recently contacted us to say his schoolchildren had travelled on our trains, and Tim had given them lots of useful information to use in the classroom for their project on trains and transport.

10

project 110

11

new Class 350/3 trains during 2014

Colleagues, customers, stakeholders and partners met at Euston station on 27 February, where we unveiled our special liveried train – 350110 – to celebrate the innovative Project 110

aster trains,

quicker j urneys

Reducing congestion at major hubs and creating more capacity on key routes will allow our industry to grow, as well as manage the existing demand for rail services.

This is important to the Department for Transport, to us and our people.

S

o we’re proud to be leading an industry-wide collaborative project to increase capacity on the congested West Coast Main Line. Our Project 110 initiative is also at the centre of our own high-speed ambition for growth.

After months of modifications, trials and working closely with our partners the Department for Transport, Siemens, Network Rail and Angel Trains, last December we launched our new timetable with 110mph running trains.

Colleagues from across the business, working together with our partners, upgraded 30 of our Class 350/1s to travel at 110mph, enabling more services to use the ‘fast lines’ to and from Euston.

This has cut journey times by as much as 35 minutes on the Crewe-Euston route, better still, Rugby and Milton Keynes gain a new fast service to the capital, on top of the existing three-four per hour. Some of our busiest commuter trains also have extra

carriages, and there are earlier and later departures from Euston going north.

Head of Revenue Management Paul Matthews says: “The Trent Valley services were our fastest

“More new trains are a brilliant investment.”

growing route prior to Project 110’s launch – growing at 30 per cent.

Since the faster services were introduced, this has increased to around 58 per cent. This is fantastic for our business.”

2014 and beyond That was stage one. The next stages are to gain approval for 12 car operation and to introduce 10 new Class 350/3 to our services during 2014. This will create additional faster services at peak times, more seats on key London

departures and increase capacity on the Cross City route in Birmingham.

So what does this mean for all of us? We already have the youngest fleet of trains in the industry (for a TOC of our size), so more new trains are a brilliant investment. We’ve also taken onboard the feedback from our colleagues and customers and improved our new Class 350/3 fleet by including tables at most seats, 2+2 seating and some power sockets in both standard and first class.

Advertising and Campaigns Manager Penny Allen says: “We’re already one of the fastest growing train operators in the UK. Come next year, when our fast peak services are launched, we will have an even greater competitive edge, putting us in a great position to appeal to customers who have previously chosen our competitors.”

To find out more visit www.londonmidland.com/faster or contact penny.allen@ londonmidland.com

Project 110 marks the innovation we have driven in partnership with Angel Trains, Network Rail, Siemens, Interfleet and our other industry partners.

Running at 110mph enables us to run two trains (instead of just one at 100mph, whilst keeping clear of the 125mph trains). So now there’s an extra train each hour between London and Rugby, speeding up the Trent Valley service by running direct from Milton Keynes to Rugby.

Some London-Birmingham trains are also accelerated.

Since the faster trains started running,Trent Valley customers have seen journey times cut by up to 35 minutes.

Rugby and Milton Keynes have also benefited from a new, faster train to the capital.

12 12

Useful contacts

94% recycling rate When it comes to recycling, we have a lot to be proud of. With recycling rates as high as 94%, we’re making the most of our resources in a way that the Wombles of Wimbledon would be happy with.

Making it easier to O

rec cle LOOK OUT FOR

OUR of the ne of the keys to our CAMPAIGN POSTERS desk and success is the work being chairs, we managed by our Waste and advertised Recycling Group. The group focuses these items and another on reducing the amount of waste team within London material we produce across the Midland claimed them business, and increasing recycling, for their office. This is an to deliver our targets. excellent example of how Sara Burd, Facilities Technical we can save money and Administrator, is part of the group benefit from recycling. that’s helping change our behaviour.

If you have an item “We’re asking colleagues whether to recycle please they really need to send something email recycling@ to waste when it could be recycled,” londonmidland.com says Sara. “We’ve made some “We’ve introduced some positive changes with our waste simple changes contractor and If you’d like to get even on our trains to you can now “By thinking of ideas that more involved, remember you encourage our put all mixed change behaviours we’ll can volunteer to be a local customers to recycling into one improve our reputation environmental champion and also catch the designated bin. really spearhead the cause recycling bug.

This also reduces with our customers You’ll hear on-train wherever you work. storage space as a forward-thinking, As a champion, you will receive announcements for our recycled responsible organisation.” asking customers training and a range of information waste, as well to build your knowledge. to leave their as keeping our newspapers and magazines in a carbon footprint down as everything is delivered to one place.” specific place for others to reuse,” says Sara. “By thinking of ideas If anyone has any useful items If you’d like to kn that change behaviours we’ll they want to recycle, there’s now ow more please spea k to our also improve our reputation an option to post a message on Environmental M anager, with our customers as our intranet site. A recent office Kathryn Jacques on a forward-thinking, move created some unwanted 07500 066763 or email responsible organisation.” office furniture. Instead of disposing kathryn.jacques @ londonmidland.c om

We have a team of Railway Chaplains available to support you.

They offer a listening ear to colleagues in times of need. Here are their contact details.

Rev David Hardy – Worcester area David is available Fridays � 07557 430365 � David.Hardy@Railway Chaplain.net Paul Holloway – Liverpool Lime Street to Rugby stations � 07557 430364 � Paul.Holloway@Railway Chaplain.net Stephen Rowe – Euston area – Euston, the West Coast mainline up to Northampton and Long Buckby, the Abbey line to St Albans and the Marston Vale line to Bedford St Johns � 07967 637685 � Stephen.Rowe@Railway Chaplain.net Ron Keen – Hereford and Shrewsbury � 07718 971916 � Ron.Keen@Railway Chaplain.net Andrew Hall – West Midlands Birmingham New Street, Head Office at 102 New Street, stations, crew facilities and depots in Wolverhampton, Birmingham, Coventry and Leamington Spa � 07718 971911 � Andrew.Hall@Railway Chaplain.net Richard Cook – Crewe � 07718 971915 � Richard.Cook@Railway Chaplain.net

13

A travel snap from Chris Wakeman’s many trips – near Filisur, Switzerland

Subject: Public facilities Last month Between the Lines received an email complaining about colleague hand washing facilities at Winsford and Hartford stations.

James Elliott, Customer Service Manager at Nuneaton station is looking into this.

He says: “Thanks for your email. The local management and safety and facilities departments are aware of the issues, and are working to find a solution. Much of the railway infrastructure we work with was compliant with the guidelines at the time of construction, but obviously times move on. Hot water is available to colleagues at both Hartford and Winsford within the ticket office. Facilities are looking at what cost-effective solutions there may be to make this available in the toilet areas as well.”

Excellent service I have recently changed my itinerary and started using the London Midland lines from Nuneaton to Euston.

Over the last five weeks I’ve found the service to be excellent, on time, and staff courteous and respectful.

Not only that, I can get to London and back for great value for money.

In this world where everyone seems to complain, I thought I’d take the time to say thank you. Currently I am working on the London Underground so maybe we have some things to learn from you.

From: Tim Norman, Customer

Have train, will travel!

Are you looking for a different holiday this year? If you’re fed up of airport lounges and long trips in the car, why not take advantage of great colleague benefits and go by train?

W

“I’ve visited many beautiful places in many countries. ith cheap flat fares on Eurostar, and free or discounted train travel for most Some of my favourite places to visit are Switzerland, Germany and Poland,” European countries, says Chris. “I heard about the you almost can’t afford not to.

“I heard about the offer from a colleague almost If you’ve worked for London 12 years ago and I’ve been Midland for over 12 months, offer 12 years ago and making the most of it since.” you can visit the ATOC I’ve been making the Free and discounted travel is website to access colleague most of it since.” also available on other modes travel forms and entitlements of transport in some countries. at www.atoc.org/aboutYou can catch BLS boats and atoc/rail-staff-travel/forms buses in Switzerland, and travel by boat from Deutsche Bahn also book reservations for England to the Hook of Holland. most journeys, contact 0844 499 7171 for “It’s a great perk of the job that some people more details. may not be aware of, and I’d advise everyone Chris Wakeman, Retail Assistant at Lichfield to take advantage of it,” adds Chris.

City, regularly travels abroad on the railways.

� find out more

learn more about colleague benefits at mylondonmidland.com click ‘Working here’ and ‘Benefits and discounts’.

14 14

railway children

k c a b g n Givi Did you know that every year in the UK, 100,000 children run away from home and, of them, one in six ends up sleeping rough? On the other side of the world, in India, roughly 11 million children live on the streets. These children are from different countries, but the issue’s the same – they’re vulnerable, alone and need help. We want to help them and that’s why we’ve partnered with the international charity – Railway Children.

R

ailway Children works to better the lives of homeless children in the UK, India and East Africa. The international charity reaches out to young people who are forced from their homes, abused, exploited, neglected or in extreme poverty, offering them food, shelter and protection.

It also raises community

awareness of child poverty and influences governments on policies and services.

Business Analyst Varsa Patel explains: “We have chosen Railway Children as our corporate charity – the first time we’ve selected a charity that the whole company can support together and that fits with the industry we work in.

It’s a FA CT

£5

pays fo r have th one child to ree me als for 12 days in a day India

“We have chosen Railway Children as our corporate charity – the first time we’ve selected a charity that the whole company can support together.”

“We hope that many colleagues will get involved in raising money for the charity – or choose to donate to Railway Children when organising their own events.

“We will keep you posted on how much is raised for Railway Children over the coming months.”

£10

15

You can donate

It’s a FACT

£10

provides food, s clothing and toiletrie for a runaway refuge in the UK

Get involved

APRIL

12

To kick-start the fundraising, you’re all invited to take part in one of the charity’s national events – The Big Breakfast – and we’ve also launched a Railway Children Payroll Giving scheme.

“Together, we can really make a difference to young people.”

“We’re also planning more activities to help give Railway Children the support it needs to create long-term positive change. Together, we can really make a difference to young people,” adds Varsa.

a month through Payroll Giving

12 April 2013

How about getting together with your colleagues and having fun and raising money for street children?

On Friday 12 April that’s what Railway Children is planning – The Big Breakfast. It’s easy to take part, simply pick some people to join your own Big Breakfast themed event. Find out more and download some resources to help you at www.railwaychildren.org.uk

Payroll Giving Sign up for Payroll Giving and feed a street child for a month!

It’s a FACT

£25

You can support Railway Children by enrolling in our new Payroll will keep a ch Giving scheme. It allows you to ild in formal educ give to charity regularly tax-free. ation in India for si Your donation is deducted before x weeks tax so that each £1 you give only costs you 80p, and if you’re a higher rate taxpayer 60p (the ‘taxman’ pays the rest).

For example, you could donate £10 a month – but you pay just £8. A £10 donation could feed a child in a Railway Children project three times a day for a month.

To find out more visit mylondonmidland.com

CT A F a s ’ t I

£50

ra pay fo could reunited o be child t heir family with t

16

T

Gi ing

£1,900

A £50 gift voucher to spend at

UPDATE

he annual Tyseley Christmas Charity Disco – in memory of former colleague Ged Mahon – is the latest fundraiser to benefit in 2008. Tyseley Technician from London Midland Giving.

“The LM Giving Bob Glover was so impressed From ‘stand-up bingo’ to belly donation was the icing with the care Ged received dancing – this year’s event provided on the cake.” that he organises the event plenty of entertainment and to support the hospice. attracted more than 150 guests.

Facilities Technical Administrator Sara Burd It was organised in says: “It was a wonderful fun evening in memory memory of Ged, who of a beloved colleague.” was cared for by ars ye The disco raised £2,250 – and received St Mary’s Hospice e re th st pa In the £500 from London Midland Giving – taking in Birmingham ve raised ha s ue ag lle co ing the amount raised for the hospice to £2,750. before he e hospice, help £7,800 for th : of nt le “The London Midland Giving donation was va passed away ui eq e th r fo to pay ; the icing on the cake,” says Sara. from cancer palliative care of ys da 12 t almos the hospice or 52 days in 65 visits day centre; or ity nurse. un m from a com

Apply now

If you’re planning a charity fundraising event, or taking part in one in 2013, you can apply for up to 50 per cent match funding up to £500 from London Midland. It’s quick and simple to do. You’ll need to apply for a donation before you complete your event so that our cross-functional panel can verify your application.

You can read all the criteria and get your application form at mylondonmidland.com and then email it, with a copy of your sponsorship form/letter, to giving@londonmidland.com or send it by post to London Midland Giving, The Academy, 6th Floor, 102 New Street, Birmingham, B2 4JB.

Why not... use your fundraiser to

support our corporate charity – Railway Children.

In the last issue of Between the Lines we revealed that the company had pledged more than £1,600 to support your worthy causes.

Thanks to your amazing fundraising activities this has risen to £1,900 – and the applications for funding just keep on coming!

20K

pledged through London Midland Giving

5 prizes up for grabs!

We’re offering – not one, but 5 lucky Between the Lines magazine readers the chance to win a £50 Amazon gift voucher!

Whet your shopping appetite at www.amazon.co.uk where you can buy anything from books to bags, Kindles to cradles and Wiis to wheelbarrows.

If you’re a lucky winner you can shop for what you want online – or give it to a friend or loved one as a gift!

For your chance to win one of 5 £50 Amazon gift vouchers, simply answer the following question:

Q: What’s the name of our chosen corporate charity?

Email your answer, with your name, job title, location and contact details to btl@londonmidland.com or text your answer and details to 07530 973042.

@

10K

The closing date for entries is Tuesday 30 April.

The winners will be selected at random.

Please note there are 5 prizes, each is a £50 gift voucher – yours to spend at www.amazon.co.uk

5K

� congratulations!

2K

Congratulations to Ruth Duck , Customer Service Assistant at Winsford station, who won the Nikon camera in issue 9 of Between the Lines. She said: “I make jewellery as a hobby but want to start selling it and decent photos are really important, so winning a new camera is brilliant, thank you!” winner ruth duck