EAST FRANCHISE CONSULTATION; CITY REGION RESPONSE

This document forms the response of the (LCR) to the franchise consultation.

Annex A – Consultation Questions

1. How do you think closer co-operation between staff in and the operator of the next East Midlands franchise can be achieved?

From the extremity of the franchise area, it is difficult for the LCR to gauge the existing relationship and level of co-operation between staff in Network Rail and (EMT). Others are better placed to respond to this question, although the LCR would note that the relationship has to include staff working for Network Rail‟s - based LNW Zone as well as those more local to the East Midlands.

2. How can the operator of the next East Midlands franchise engage with community rail partnerships or heritage railways to support the local economy to stimulate demand for rail services in the region?

The franchise operator should be obliged to give support to Community Rail Partnerships (CRPs) and should be encouraged to form constructive partnerships with Friends and Rail User Groups. Liaison with schools is important; this can encourage rail use and station adoption by the local community, while taking the opportunity to ensure students are educated in how to use the railway, including awareness of safety and security. The work of Community Rail (CRL) is an example of best practice for all to follow.

PTEs and Local Transport Authorities (LTAs) are keen to work with the franchise operator on station development and initiatives to encourage rail and public transport use. The preserved lines and museums in the East Midlands offer other opportunities, for joint marketing, through ticketing and discounts for passengers using rail to access these lines.

3. Do you think that the operator of the train service, stations and support services should take the following into consideration when they run the franchise: • The environment? • Equality? • Communities in the areas they operate? If so, how should they do this?

The franchisee should take all of these factors into consideration.

(a) It should aim to be carbon-neutral, by maximising the use of electric traction, minimising the use of fossil fuels, focussing on

environmentally friendly designs, materials and equipment, using locally-sourced products where practicable and recycling as much waste as possible.

(b) It should work with representative groups to understand their needs and address them. Policies should promote diversity, as should the recruitment and training of staff.

(c) The franchise operator should co-operate with Community Rail Partnerships who have services using its stations, develop each station into a focal point for the town served and promote the community lines on its website. It should be sensitive to the heritage of each station when improving facilities and when applying corporate colours and branding. The franchise operator could commit to use local small and medium sized enterprises (SMEs) to supply goods and services wherever practicable. It could give concessions for on-train or station catering to these enterprises and make surplus accommodation in station buildings available to community and voluntary groups or local SMEs.

4. Do you agree with our proposed approach, which could reduce journey times on long distance services and increase the likelihood of getting a seat?

For the Liverpool – service, it is necessary to ensure that peak capacity is adequate throughout the route and that, if current additional peak stops are removed from these services, alternative train services are provided to accommodate the passengers who would have used the removed stops. There is a trade-off between meeting the demands of long distance passengers for a guaranteed seat and the best possible journey time and the requirement to carry local passengers, especially commuters, on a constrained network. In view of the heavy short distance peak flows, the LCR would be content with a specification that passengers should not be expected to stand for more than 20 minutes on Liverpool – Norwich services at peak times, based on morning peak arrivals at and evening peak departures from Liverpool, Manchester, Sheffield, , and Norwich, with the operator expected to provide seats for all passengers at off-peak times, again based on timings at these six stations.

The (MML) service pattern is less relevant to the LCR, although if a service pattern is introduced which requires passengers travelling between the north and intermediate stations south of Kettering to change trains, it is important to ensure guaranteed connections and full access to discounted, advance fares for journeys which will involve a change of train.

5. What are your suggestions about how to mitigate the potential loss of some direct services between Oakham, and ?

Not relevant to Liverpool City Region.

6. What are the particular services, routes and times of day when you think additional seats for passengers are most needed?

Liverpool – Norwich

The introduction of 4-car class 158 formations (292 seats) on most trains west of Nottingham has resolved many of the crowding issues, although even with 4-car trains peak overcrowding remains, especially between , Warrington and Manchester, and some peak and weekend services to and from Liverpool are still overcrowded. Any reduction below 4-car class 158s west of Nottingham leads to significant numbers of passengers standing for periods in excess of 20 minutes, even at off-peak times.

Crewe – Stoke-on-Trent –

The LCR is concerned at the levels of crowding on this service, generally operated by single class 153 units, which provide totally inadequate capacity even at off-peak times. EMT, a franchise let on the basis of “no growth” in patronage of regional and local services, is desperately short of units and has been unable to source additional units to meet increasing demand. Overcrowding is commonplace, even off-peak.

It should be recalled that the North Staffordshire Line links the Potteries , population 382,000, with the West Coast Main Line (WCML) at and with Derby for the East Midlands and MML services. It carries heavy flows of college students to/from Derby, Stoke and Crewe and serves race day traffic at Uttoxeter. As set out in the response to Q10, this line has the potential to become an important link between the East Midlands and the North West, relieving and complementing the . The line serves five stations in the Potteries, Kidsgrove, Longport, Stoke-on-Trent, Longton and Blyth Bridge, and with a more frequent, higher capacity service between these stations could become an attractive mode for local travel within the conurbation. The longer trains which the current franchisee has been unable to source for this service are urgently needed.

7. Which on-board facilities in order of preference (these are listed in the response form), are most important to you: • On short distance journeys (up to 60 minutes). • On long distance journeys (over 60 minutes).

This question appears to be aimed more at gathering the views of individual passengers than at organisations.

The LCR view is that all the on-board facilities listed in the table should be provided.

 Wheelchair and pushchair spaces are essential for all trains.  Baby changing facilities should be an integral part of toilet provision, but for very short distance journeys in urban areas this provision could be at stations rather than on trains.  Free wi-fi, USB and power sockets have become an essential offer in recent years, with the development of mobile technology.  Catering is necessary for journeys of over 60 miles, but of less importance for shorter journeys, although it should be an integral part of the offer for the Liverpool – Norwich service and similar interurban services.  CCTV is important for security, but should not be treated as a substitute for a visible staff presence on trains.  The proportion of table seats should be higher in trains designed for long distance journeys, with seat back (or other) tables capable of accommodating a lap top computer available at as many airline- style seats as reasonably practicable on all trains designed for middle and long distance journeys.  Luggage space and cycle storage should be adequate to meet reasonably foreseeable demand, accepting that there is a trade-off between providing storage space on train for cycles, in particular, and seating for passengers. At busy times it would be reasonable to restrict carriage of cycles on long distance services or require pre-booking, especially where cycle storage and hire facilities are provided at stations.  First Class areas could be considered for the Liverpool – Norwich service, although not at the expense of providing sufficient seating to meet standard class demand. The LCR notes that TransPennine Express provides first class accommodation throughout its interurban network and understands that EMT considered and rejected first class provision on the similar Liverpool – Norwich service in favour of maximising standard class seating, a decision influenced by the lack of availability of suitable units.

8. What other on-board facilities should be: • Introduced? • Improved?

On long distance services, consideration should be given to provision of a dedicated area for families with young children, maybe a small play area in one vehicle, as offered on Swiss InterCity and Austrian Railjet services. With wi-fi on trains it should also be possible to offer on-board entertainment as well as better real time information for passengers.

Recognising the nature of this service and its length, catering on Liverpool – Norwich services should be improved, with provision for

service of hot food, as on the new TransPennine Express (TPE) train fleets.

9. How could your local train services be changed to better meet your current and future needs? (A number of options are listed in the response form).

At peak and/or off peak periods?

Liverpool – Norwich

The key requirement at peak times is adequate capacity for commuters and business travellers to and from Liverpool, Manchester, Sheffield, Nottingham, Peterborough and Norwich. The LCR has major commuter flows from Liverpool South Parkway and Widnes to both Liverpool and Manchester. However, the Liverpool – Norwich service, which links Liverpool to Manchester, Sheffield and Nottingham, is also a key element of the north‟s InterCity network and is the only long distance service for Widnes. It serves a number of overlapping, short and medium distance markets, with heavy flows of business and leisure travellers, including students attending the many universities along the line of route, so the commuter peak does not necessarily reflect peak loadings, especially on Friday and Sunday afternoons and evenings, while the 257-mile distance and 5½-hour journey time between Liverpool and Norwich ensures that most trains will be “peak services” on at least one section of their route.

During the early mornings, late evenings, or at weekends?

Liverpool – Norwich

There are many detailed issues with the current timetable for this service.

Early Mornings from Liverpool

Cyclical maintenance (every 6th week) in the Hope Valley prevents the empty diesel unit from Nottingham from reaching Liverpool in time to form the 0647 Liverpool – Norwich service, so this train starts at Warrington Central (0715) or Manchester Road (0738), resulting in the loss of a key service from Liverpool, Liverpool South Parkway and Widnes for commuters starting work at 0800 in Manchester. It also ensures the loss of arrivals in Sheffield before 0900 and Nottingham before 1000 for business travellers from Liverpool, one week in six.

Late Evenings from Liverpool

Evening Liverpool – Sheffield – Nottingham departures are 1952, 2052 (Saturdays only) and 2137. Ideally the 2052 service should run on Mondays to Fridays as well, with the 2137 departure retimed to depart on pattern at 2152, providing a later eastbound service and improved frequency from both Liverpool and Manchester.

Sunday Services from Liverpool

Sunday departures from Liverpool are at 1252 and hourly to 1952 then 2121. The East Midlands Trains (EMT) service starts far too late, and results in only 1 fast train per hour on the Lines (CLC) route between Liverpool, Warrington and Manchester until 1222, with no fast services from Widnes before 1311, despite the growth of Sunday leisure travel and the increasing number of sporting fixtures on Sundays. Ideally this service should operate hourly from a first departure from Liverpool at 0852, giving a combined half-hourly fast service along the CLC and an hourly, all-day fast service for Widnes. On Sunday evenings the service should continue hourly to 2152, as proposed above for weekdays.

Evening services to Liverpool

Turning to westbound services, the last through Sheffield – Liverpool departure is at 1936 on weekdays, which is too early, especially for student weekend traffic. This is also the last weekday Nottingham – Liverpool service, which departs Nottingham at 1847; the same comment applies. It should be noted that westbound TPE Cleethorpes – Sheffield – and Scarborough – Liverpool services fail to connect at Manchester Piccadilly throughout the day, although the corresponding eastbound services do connect, so there are few other realistic journey opportunities.

Sunday services to Liverpool

Sunday EMT services to Liverpool depart from Nottingham approximately hourly between 0947 and 1739 and from Sheffield approximately hourly between 1041 and 1836. The westbound service finishes far too early for weekend leisure and student travel and ideally should start earlier, between 0800 and 0900 from both Sheffield and Nottingham. After 1739 there are some Sunday evening services from Nottingham to Derby which connect well at Derby for the North Staffordshire line, but then have very poor connections at Crewe for Liverpool.

All of these failings are essentially caused by EMT‟s operation of the western half of the Liverpool – Norwich service entirely with Nottingham- based units and train crews, to a service level commitment written around this resource plan. In contrast, the eastern leg of the service is resourced from both Nottingham and Norwich, with three units stabled overnight at Norwich and Norwich-based train crews working alongside Nottingham crews. The LCR firmly believes that the specification for the western leg of the service should likewise be driven by passenger requirements, not operational convenience, and the operator should resource the service accordingly, making use of facilities and basing staff in Liverpool.

Crewe – Derby

The hours of operation of this service are artificially restricted by signal box opening hours, especially on Sundays when services between Stoke and Derby are provided between 1400 and 2200 only. Consider the case for extending signal box hours to facilitate later weekday evening services (present last trains are 2045 Crewe – Derby and 2042 Derby – Crewe) and the introduction of Sunday morning and late evening services.

Connections at Crewe between this service and WCML trains to and from the north and Liverpool and ATW services to and require improvement. This applies at all times, not just for early, late and weekend services. Connections to/from Liverpool require a 20-30 minute wait, except on Sundays when the margin extends to 30-45 minutes. On weekdays there the minimum 10-minute connection is provided between most southbound Anglo-Scottish services and trains to Derby, but arrivals from Derby are 5-8 minutes before the northbound Scottish train departs, less than the minimum 10-minute allowance for a connection at Crewe. On Sundays the Anglo-Scottish connection is missed in both directions. Passengers trying to connect with the ATW Cardiff services will find a 40- minute connection eastbound, between two hourly services, and yet another sub-10 minute margin westbound, this time 4-7 minutes.

At Christmas and New Year periods?

Consider the case for a Boxing Day service between Liverpool, Manchester, Sheffield and Nottingham.

During the Summer period?

Seasonal loading variations on Liverpool – Norwich and Crewe – Derby can generally be dealt with by adjusting train formations.

For students travelling to local schools?

Not a major issue in the LCR.

To special events? (and let us know which events you are thinking of)

As a major city and one of the UK‟s biggest tourist destinations, Liverpool hosts many special events. Premiership is weekly during the season, horse racing at and Haydock Park is regular and the Open Golf Championship is held at Royal () and Royal Liverpool () on a rota with other courses. There are other, less frequent events, for example visits by the Tall Ships, which can bring crowds of over 100,000 into Liverpool. In the Liverpool City Region there is a Major Events Planning Group which also deals with co-ordination between event organisers and transport providers and in which the franchisee should take part. East Midlands trains has been a very active member of the Major Events Planning Group, with a record of increasing capacity and upgrading rolling stock, including use of Meridian units, on

Liverpool – Norwich services whenever it can, to meet increased demand for special events. The LCR looks forward to similar co-operation and support from the replacement franchisee.

New housing, employment or retail developments?

In recent years there has been much development of commuter housing alongside the CLC route in Widnes and Warrington, allowing residents to commute easily to Liverpool, Warrington and Manchester. This continuing development may in due course lead to a requirement for further strengthening of rail services.

On journeys where interchange is poor?

As noted above, interchange at Crewe between the Crewe – Derby service and WCML services to and from Liverpool and the north is poor, especially during evenings and Sundays when some WCML services operate at reduced frequencies. This could be alleviated by introduction of a 2tph service between Crewe and Derby.

10. What additional services would you wish to see provided in the next franchise?

The priorities for the LCR are to improve services between a) Liverpool and Sheffield and b) Liverpool and the East Midlands (Derby, Nottingham and ).

(a) The LCR seeks additional services on the Hope Valley line to give 2tph Liverpool – Sheffield (not necessarily both operated by EMT). The North‟s economic growth requires excellent connectivity between all of the North‟s five largest cities, hence the development and implementation of the project to provide this connectivity, so in railway terms that means an Express service of at least 2 trains per hour (tph) between each pair of Liverpool, Manchester, Sheffield, and Newcastle. As it happens, the only city pairs connected by a lower level of direct Express services are Liverpool – Newcastle (1tph, and that only since May 2014), Manchester – Newcastle (1tph, being increased to 2tph) and Liverpool – Sheffield (1tph). Increasing the through Express service between Liverpool and Sheffield to 2tph is a priority to support economic growth in both City Regions. It should be noted that the Hope Valley line is the only route for services from Liverpool and Manchester to Sheffield, whereas the North Staffordshire line provides an alternative route for services between the North West and the East Midlands, as discussed in b) below

The LCR suggests investigation of the use of high performance units to accelerate the Manchester – Sheffield local service, which could potentially create more capacity for fast services (as will be

achieved by the use of class 185 units on North TransPennine semi-fast services), again not necessarily services all operated by EMT.

(b) The Crewe – Stoke – Derby (North Staffordshire) line is a seriously under-utilised asset. It connects with the WCML at Crewe to give access to the North West, North and Manchester Airport, connects with the MML at Derby and forms an alternative route between the East Midlands and Manchester, serving the Potteries. It is the shortest route between Liverpool and Derby, 27 miles shorter than the route via Sheffield. Stoke-on-Trent and Derby are two cities with populations of over 250,000, 36 miles apart, yet with only an hourly stopping train linking them. Developing the North Staffordshire line into an interurban main line would give a second route for traffic between the North West and the East Midlands and allow traffic from the North West to and via Sheffield, for which there is no alternative route, to be given priority for available capacity on the Hope Valley line.

To develop this line, an improved service is necessary. In the first instance, consideration should be given to introducing a fast Nottingham – Derby – Stoke – Crewe – Manchester Airport service. Routing an East Midlands – Manchester Airport service over the North Staffordshire line has the advantages that it also offers a new, direct service between the Potteries and Manchester Airport and that, by approaching Manchester Airport from the south, it allows paths into the airport from Manchester Piccadilly to be reserved for services from the north. This service could replace the Northern service between Crewe and Manchester Airport.

Secondly, the existing stopping service could be extended at both ends, from Derby to Leicester and from Crewe to Liverpool, providing new links between the East Midlands, the Potteries and Liverpool. Both of these services would give the option of a connection at Stoke-on-Trent to and from Manchester Piccadilly.

11. Do you support the proposal to reopen the line between and to passenger trains? If so, what sources of investment could be identified to fund this proposal?

Not relevant to LCR.

12. Do you think that the current number of services on the Midland Main Line to and from Luton Airport Parkway is adequate?

Not relevant to LCR.

13. Would you like additional fast trains from London each hour to call at Luton Airport Parkway if this meant that, as a trade-off: • Some services are withdrawn from other stations, such as Luton?

• Journey times to other stations may increase? • Freight capacity and/or frequency is reduced?

Not relevant to LCR.

14. How could the train service be better at meeting the needs of passengers travelling to and from the airports within the East Midlands franchise?

Liverpool South Parkway interchange serves Liverpool John Lennon Airport, by means of a bus link. The new franchisee should offer and promote through tickets between rail and bus services at Liverpool South Parkway.

Others are better placed to comment on the remaining airports served by the EM franchise, although the LCR has suggested in its response to Q10 that a Nottingham – Derby – Stoke – Manchester Airport service should be considered, as part of an upgrade of services between the East Midlands and the North West over the North Staffordshire line.

15. What ideas do you have for improving the current service on the Liverpool – Norwich route?

Details of the flaws in the current timetable are given in the response to Q6. As noted there, all of the gaps and deficiencies at the western end of the service are caused by EMT‟s operation of this part of the service exclusively with Nottingham-based units and train crews, to a service level commitment written around this resource plan, rather than to a service level commitment reflecting the commercial requirements of passengers travelling between Liverpool, Manchester and Sheffield.

The LCR‟s views on the potential for splitting the service are given in the response to Q17.

An alternative eastern destination for the service could be , one of the fastest growing cities in Britain, with an economy based on one of the world‟s leading universities, the scientific and technological research carried out there and a major cluster of companies using that research to develop new products. One option is for a swap of destinations, with the Liverpool – Norwich service becoming a Liverpool – Cambridge service and the – Stansted Airport service becoming a Birmingham – Norwich service. Another would be for the Liverpool – Norwich service to operate with two units between Liverpool and Ely, where units for Cambridge and Norwich could be detached and attached, which would give Liverpool, Manchester, Sheffield and Nottingham through services to both Norwich and Cambridge. The LCR would be very keen to explore the feasibility of this second option, which

retains existing connectivity alongside providing a new service to Cambridge.

Turning to service quality, the class 158 units used by EMT have been refurbished to a high standard, but are now over 25 years old and fall well short of the quality promised by the new rolling stock to be delivered to TPE. Regardless of whether this service is transferred to TPE or remains with the EM franchise, it is an integral part of the north‟s InterCity network and should be operated by trains of a similar standard to those deployed by the primary operator of this network – TPE. The new franchisee should consider the introduction of First Class accommodation and upgraded on-train catering, with provision for service of hot food, as on TPE‟s new trains, while free wi-fi and charging points are now expected by the majority of passengers.

Train capacity is an issue; the 4-car class 158 formations (292 seats) used west of Nottingham are still overcrowded at peak times. Any replacement units should provide at least this number of standard class seats on the Liverpool – Nottingham route section.

16. Would you support changing the destinations served by the existing Birmingham – Stansted Airport service, such as serving Norwich instead of Stansted Airport?

This should not be considered in isolation from the wider network of services between , the East and and the North West, comprising the Liverpool – Norwich, Birmingham – Stansted and Birmingham – Nottingham services. As noted in the response to Q17 below, there are attractions in transferring the Birmingham – Leicester – Stansted Airport and Birmingham – Nottingham services to the East Midlands franchise, allowing development of a co-ordinated group of interurban services between East Anglia and the North West and West Midlands, possibly separating out commuter and local stopping services between Derby, -on-Trent and Birmingham, and between Leicester, Nuneaton and Birmingham, into the West Midlands franchise.

17. Are you in favour of these route changes: • Liverpool – Norwich. • Birmingham – Nottingham. • Birmingham – Leicester/Stansted.

In the previous franchises, it is instructive to compare the success of TPE in developing the rail market between Manchester and Leeds, where it was the sole operator of fast services, with the long-term failure of the three operators of fast services between Liverpool and Manchester, TPE, EMT and Northern, to develop the larger rail market between these cities. Similar considerations applied between Manchester and Sheffield, where there were, and still are, two operators of fast services and a third providing the stopping service. While acknowledging the success of EMT in increasing capacity and improving the performance of Liverpool –

Sheffield – Nottingham – Norwich services, supports the transfer of this key link between four northern cities to TPE, as part of the unification, expansion and upgrading of the north‟s InterCity network under a specialist train operator.

This should not be taken as implying support for splitting the Liverpool – Norwich service at Sheffield or Nottingham. The LCR strongly opposes splitting this service at Sheffield, in view of the strength of the Liverpool – Nottingham and Manchester – Nottingham markets.

It is necessary to consider carefully the impact of splitting this service at Nottingham. The LCR understands that approximately 25% of passengers arriving at Nottingham continue across Nottingham on the same train. If the service is to be split, it is necessary to ensure that connections can be guaranteed at Nottingham between the two halves of the service, with at least the existing fares offer, including cheap, advance purchase tickets, being retained for journeys across Nottingham, especially if the split results in a service operated by two different operators, either side of Nottingham.

For the LCR, splitting the service at Nottingham is a less important issue than for areas closer to Nottingham, as there is relatively little through traffic across Nottingham to and from Liverpool. Others are better placed to make the case for either retaining the through service or splitting it. Journeys between Liverpool and stations in East Anglia (Peterborough and further east) can usually be made more quickly, and often more cheaply, by travelling via London, and occasionally via Birmingham. The through Liverpool – Norwich service primarily provides for a series of overlapping, interurban passenger flows, although it also serves a significant market for passengers, perhaps elderly, young families or with heavy luggage, who prefer a through long distance service, even with a longer journey time, to travelling by connecting services and who may be particularly reluctant to change stations in London or to change trains at Birmingham New Street.

An alternative eastern terminus for this service could be Cambridge, one of the fastest growing cities in the UK and a city with few through rail services to and from the north. An option could be to operate the service with two units between Liverpool and Ely, attaching and detaching there for Norwich and Cambridge, rather than attaching and detaching at Nottingham; as noted in the response to Q15, the LCR would be very keen to explore the feasibility of this option.

A further issue for consideration is the improvement of InterCity links between Nottingham and the North‟s major cities, vital for economic growth. Presently Nottingham, only 40 miles by rail from Sheffield, has a service of 2tph to Sheffield, with 1tph to Liverpool, Manchester and Leeds and no services to Newcastle. A second Liverpool – Sheffield train could extend across Sheffield to Nottingham and perhaps Leicester, providing 2tph from Nottingham to both Manchester and Liverpool. The Derby –

Stoke – Crewe route offers an alternative option for a service between the East Midlands and Manchester Airport.

If the decision were taken that the Liverpool – Norwich service should remain in the East Midlands franchise, there would be attractions in transferring the Birmingham – Leicester – Stansted Airport and Birmingham – Nottingham services to the East Midlands franchise, allowing development of a co-ordinated group of interurban services between East Anglia and the North West and West Midlands, possibly separating out commuter and local stopping services between Derby, Burton-on-Trent and Birmingham, and between Leicester, Nuneaton and Birmingham, into the West Midlands franchise.

This could give the opportunity to optimise through services across Ely to Cambridge and Norwich and to extend Birmingham – Nottingham services to Lincoln, another city and tourist centre with poor long distance services, and beyond to and Cleethorpes.

18. Would you like to see any other routes transferred to or from the East Midlands franchise? If so, which routes?

Not relevant to LCR.

19. Do you support increasing the frequency of train services in despite the impact this may have on level crossing users?

Not relevant to LCR.

20. How can we improve all aspects of your door-to-door journey experience?

There should be one, easy to use location to plan and book other public transport either side of the train journey, available via internet or telephone.

The franchisee should attempt to improve timetable co-ordination and through ticketing between rail and bus services, actively engaging with relevant governance structures coordinated by Merseytravel and the Liverpool City Region , such as ticketing groups and the Bus Alliance. The Bus Alliance has as one of its objectives the goal of improving multi-modal links between rail and bus services, and it is Merseytravel‟s opinion that this could be significantly improved. As a Mayoral Combined Authority, the Liverpool City Region has access to all the new powers contained within the Bus Services Act (2017) which increase the available influence over bus services including powers comparable with .

Where there are gaps in the commercially-provided bus network serving stations in the LCR, Merseytravel can and does let contracts for bus

services connecting with rail services, subject to the availability of resources, which have become more restricted in recent years. Merseytravel also promotes a wide range of multi-modal, multi-operator tickets, including smartcards, available on all rail, bus and ferry services within , with prices and validity set in agreement with rail and bus operators. All major operators within Merseyside offer their own, single-operator tickets at lower prices than Merseytravel‟s equivalent multi-modal tickets.

A network of secure cycle parking facilities has been installed at stations on the Electrics network; the East Midlands franchisee should be encouraged to develop comprehensive provision of secure cycle parking at the stations which it operates. Cycle hire at stations is another initiative which could be developed, potentially involving local community groups and SMEs. The franchisee should work with local authorities to develop safe walking and cycling routes from the local highway networks right into the railway estate.

Cycle hire at stations has been introduced by Abellio and includes stations on the Merseyrail and networks as well as Greater Anglia. This is an “out and back” hire, allowing users to hire cycles and return them to the same station. Complementing this is the Liverpool City cycle hire scheme which is an “A to B” cycle hire similar to the London system. There are city bike hire pods adjacent to many Northern and Merseyrail Electrics stations in the Liverpool City area.

Under discussion between Merseytravel and the TOCs on one side and the local authorities on the other side is the development of safe walking and cycling routes from the local highway networks right into the railway estate.

Merseytravel provides local area maps at each of its stations, giving details of bus services in the area and showing the locations of hospitals, schools, shopping centres, tourist attractions and other local amenities; the franchisee is encouraged to provide similar information, working with PTEs and LTAs at the stations in their areas.

21. What more could be done to improve access to, and provide facilities at stations, including for those with disabilities or additional needs?

The East Midlands franchise does not operate any stations within the LCR – the nearest is Alsager – so others with local knowledge of the East Midlands stations are better placed to respond in detail to this question.

22. How could the next franchise operator make better use of stations for community and commercial purposes?

Once again, others with local knowledge of the East Midlands stations are better placed to respond in detail to this question. Within its own area,

the LCR has supported the use of surplus accommodation at stations for community groups and activities and the development of cycle hire facilities, in addition to the initiatives described in the response to Q23 below.

23. What could be done to improve the way tickets are sold and provided?

Station booking offices and their staff can and should be used more flexibly. Two examples are Merseyrail Electrics‟ chain of Mtogo convenience stores at stations, incorporating ticket sales facilities, and Lancashire‟s County Information Centres at stations, again selling rail tickets. Lancashire‟s County Information Centres, at Clitheroe, Carnforth and elsewhere, are an excellent initiative which should be expanded into other areas, giving the opportunity both to provide staff at stations where the train operator cannot justify this and for existing station staff to provide more effective passenger service. In rural areas and small towns a merging of the local tourist information centre – where pressures already exist to cut costs – with the local rail station and other retail elements may form a mutually beneficial alliance. Third party-run ticket sales outlets, as at Gobowen () and -le-Street (Northern), should be developed, and could be very appropriate where a preserved railway operates to/from or adjacent to an EMT station, as at Matlock and Duffield.

Further afield, rural and small town stations in Germany and Italy often have ticket sales in station cafes, not necessarily staffed by the rail operator. Mtogo was itself based on Dutch practice and there are similar stores on German stations around Munich.

Although new technology can have a substantial role to play in ticket sales – not least in generating travel from those new to rail – there is a concern that utilisation of this does not create a „digital divide‟ amongst actual and potential passengers, whereby only those with access to and habitual use of the new technology have access to the most affordable fare for their respective journey. (This likewise applies to certain current ticket vending machines, where the full range of fares may not always be available, or the “quick fares” displayed on the screen may not be the most used fares from that station).

On train staff are often unable to sell tickets to every passenger, because of short distances between station stops, overcrowded trains or faulty portable ticket machines, leading to revenue shortfalls as well as poor public perception of the services. This can have a secondary impact, in that, as passenger statistics for each station are gathered primarily through ticket sales, these stations may then be shown to have lower patronage levels than is in reality the case. It also causes substantial delays to passengers‟ journeys when they are required to queue on arrival at their destination station to purchase a ticket before being able to

pass through the exit gates or barriers, extending the practical journey time and further impairing the perception of rail services.

24. What changes to the fares structure would be of benefit to you?

Although very few passengers actually understand rail fares, many passengers believe that the person sitting next to them has paid half what they have for the same journey (and has a reserved seat as well); this negative perception could be changed with a more inventive pricing strategy.

Liverpool – Norwich:

Introduce more attractive advance fares for through long distance journeys (Liverpool – Peterborough and beyond), where it is often cheaper as well as quicker to split tickets and travel via London. Internet search engines generally default to “fastest journey time,” consequently offering journeys and fares routed indirectly, via Birmingham, Leeds or even , sometimes with two or three changes of train, rather than via the through service. Ensure better visibility of the through services, even if they offer longer journey times than connecting services, for passengers who would prefer a through service, particularly the elderly and families with young children.

Issue boarding cards rather than seat reservations with advance tickets; charge separately for a reserved seat, making a reserved seat into more of a premium product, which would reduce the number of “phantom reservations” on trains.

25. What additional information would be useful to you when planning or making your journey, such as seat availability, journey times and connections? How would you like it to be communicated to you?

Station and on-train staff are a vital part of the journey. A friendly and well-informed staff member greeting passengers, checking tickets courteously, directing them to the right place, giving assistance where necessary and with the authority to resolve passengers‟ problems, for example missed connections, quickly and efficiently is one of the best advertisements for long distance rail travel.

Information on seat availability is less important on the Liverpool – Norwich service, where a lower proportion of passengers reserve in advance; this is mainly an issue for MML London services.

Internet search engines generally default to “fastest journey time,” consequently offering journeys routed indirectly, via London, Birmingham, Leeds or even York, sometimes with two or three changes of train, rather than via the through Liverpool – Norwich service. Ensure better visibility of through services, even if they offer longer journey times than

connecting services, for passengers who would prefer a through service, particularly the elderly and families with young children.

For planned engineering work, advance publicity should include information on extended journey times, bus replacements and alterations to connecting services, and should indicate if alternative routes would offer a more convenient all-rail alternative.

When services are disrupted, the key issues are to give accurate information about the reason for and expected duration of the disruption and to ensure that passengers are aware of the likely impact on their journeys, including connecting services. When disruption is likely to result in broken connections, ticketing restrictions should automatically be suspended and passengers should be entitled to travel on the next available service to their final destination, regardless of operator and recognising that a significant number of passengers use “split tickets” to make a single journey.

All communication channels should be used, recognising that different people prefer and use different media, and that the media used may well vary at different stages of the end-to-end journey. It is essential that the messages given out across the different media are consistent, especially in times of disruption. There must be “one version of the truth,” with staff better informed than passengers. It is important to remember that not every passenger has continuous access to the latest electronic and mobile phone technology.

26. How could staff be more effective in providing the service and assistance that passengers need on a modern railway network?

Staff presence on both stations and trains is consistently highly valued by passengers. Research by Transport Focus shows that, out of 31 priorities, improved personal security by CCTV or staff presence on stations ranked 8th and availability of staff on stations ranked 9th.

Research undertaken by Transport Focus at unstaffed stations has revealed that:  A lack of station staff causes many passengers a problem when buying tickets, (particularly for advance and season ticket purchases);  Passengers place a high value on having access to real-time information via Customer information screens, particularly during times of disruption;  Passengers need information when purchasing tickets, for example on validity and routeing;  Ticket Vending Machines neither provide full ticket validity details nor identify the most appropriate ticket for the journey which the passenger intends to make;  Absence of staff removes access to virtually all information, apart from immediate real-time train-running information;

 Some passengers are not conversant with the operation of ticket vending machines and the lack of dexterity of some passengers prevents them using such machines; and  Passengers do not all make identical journeys and buying tickets for routine journeys is wholly different to that for one-off travel.

The responses to earlier questions have highlighted the need to develop the ways in which staff engage with and manage passengers, to improve the provision of information during disruption and to give staff greater discretion to hold connections or make alternative travel arrangements for delayed passengers. These areas should be a priority for workforce training.

Recognising the growth in tourism to Britain, staff should be offered training in the foreign languages most commonly spoken by tourists.

27. How would you prefer the next operator to engage with:  You as an individual?  Your organisation (if applicable)?

It should maintain regular contact from a nominated stakeholder manager.

28. What would make you feel safer and more secure on your journey in relation to:  Trains?  Routes?  Stations?  Other?

A visible staff presence is important, but staff must be visible; patrolling the train or in a nominated vehicle, not just sitting in the back cab; patrolling on stations, not just sitting in the booking office, although many passengers will initially look for station staff in the booking office, especially at smaller stations.

Careful design of trains and stations, including the access routes to stations, is important, with a principle of “no hiding places.” Full use should be made of natural surveillance, with wide gangways between vehicles, wide doors on units and attention to the location of luggage racks. On stations clear walking routes, open spaces and glazed shelters and waiting rooms are important. CCTV coverage should be comprehensive and used sensitively.

A franchisee dedicated to growing the business will improve perceptions of security; more passengers lead to busier stations and trains, which in turn give less scope for anti-social behaviour.

29. How do you think more investment might be put into the railways to match money already coming from government through Network Rail?

This is an issue which ranges far wider than a single franchise and should perhaps be the subject of a separate consultation.

30. Are there any other areas that you think it is important for us to consider that have not already been discussed in this consultation?

The LCR has raised a number of issues and opportunities in its response to the consultation, including the need to upgrade the Liverpool – Norwich service to a similar standard to TransPennine Express services, the introduction of 2 trains per hour between Liverpool and Sheffield, the potential for services between Liverpool and Cambridge and the development of the North Staffordshire line as a second route for services between the East Midlands and the North West, relieving the Hope Valley line and including a Liverpool – Derby – Leicester service.

The North‟s rail network makes a crucial contribution to the economic performance of the north, with more than 170m railway journeys made from stations in the north of , 16% of the UK total. The rail network can and should provide the best way for a substantial proportion of business travel, journeys to work and to education, as well as leisure and tourist travel. The East Midlands franchise is responsible for the Liverpool – Norwich service, which is the key connection between Liverpool, Manchester, Sheffield and Nottingham and connects these cities to East Anglia and for the Crewe – Stoke – Derby service, the east- west link for the Potteries. Both of these services have the potential for further development into a network of services between the North West, South , the East Midlands and East Anglia, delivering the capacity and service quality necessary to underpin economic growth in the regions they serve.