SouthEasternRailway – Stakeholder Event – Part 1

SHRIMP were pleased to be invited to this event which was well arranged and attended by stakeholders from across Kent and East Sussex.

The meeting was chaired by Stephen Joseph, Chief Executive of Campaign for Better Transport, who noted that CBT were fully committed to expanded use of all forms of non-car transport. He was looking forward to the thoughts of both SER and attendees. (Part 1 of 4 )

We should record with thanks that SER paid our travel expenses and also provided food and refreshment.

The event was formed of a number of presentations by various personnel; these were interspersed by Question & Answer sessions. The following notes form mainly bullet-points from same.

David Statham, Chief Executive Officer, SER

Stakeholder events and feedback are very important.

Every SER station has undergone a deep clean and a full re-paint programme is in hand.

Station toilets, waiting areas, etc are being refreshed.

All class 375s (which make up the Hastings < > Charing Cross fleet) are being refurbished.

31 extra Ticket Vending Machines have been installed, another 32 are in-hand

Extra 200 front-line staff have gone through Customer Training on an Institute of Customer Service recognised course.

Assaults on staff are down as part of a joint SER / British Transport Police initiative

SER are looking to understand the barriers to customer satisfaction

Introduced and still introducing more off-peak travel fare options

Removed admin fees from delay-repay

24/7 Twitter feed

Direct refund of delay-repay *

Spring National Rail Passenger Survey performance low at 69%. Mitigating features such as Dover Sea-Wall collapse and flooding. Current %age nearer 79 (May).


60% of passengers rate reliability as no 1 challenge (10% capacity, 10% station environment, 10% staff interaction)

*But in another event SHRIMP ascertained that this can only work if you use the same train journey every day, so is this a wait & see?

Going Forward:

Roving mic’s at stations to provide better on-the-spot coverage

Improvements to info screens; Enhanced communications systems; Staff disruption training; Staff body cameras; Extra staff on stations; New train cleaning contract and criteria.

Further documents to follow.

SHRIMP, July 2016.