Appendix 1 TRANSPORT COMMITTEE RAIL INVESTIGATION

London Overground visit

Date: Thursday 23 July 2015

Attendees: Valerie Shawcross CBE AM, Chair Caroline Pidgeon MBE AM, Deputy Chair Joanne McCartney AM Tom Copley AM Alison Bell, External Relations Manager Reece Harris, Project Officer

Mike Stubbs, Director, London Overground Gareth Powell, Director of Strategy and Service Development, London Overground

Background: The London Overground network was launched in 2007, after the government devolved control of the former Silverlink franchise to Transport for London (TfL). The service is run as a concession by TfL, with London Overground Rail Operations Limited (LOROL) the appointed operator.

In May 2015, Inner West Anglia services were added to the network, after parts of the Greater Anglia franchise were devolved to TfL. These services run from Liverpool Street to Enfield Town and Chingford. The previous operator Abellio, continues to provide longer-distance services.

TfL has embarked on a programme of investment in the service. Stations are now staffed while trains are running, with the number of staff employed having been doubled by TfL from 84 to 170. TfL is planning to spend significant sums investing in the service over the next five years.

Fares have also been reduced for many passengers, after prices came into line with other TfL services. While Abellio had run these services for a profit, TfL will subsidise the service.

Following the start of the new London Overground service, some rolling stock was taken out of use. This led to overcrowding and a large number of complaints from passengers. TfL told the Committee that the rolling stock needed urgent repair, which had not been anticipated.

TfL is currently seeking a new operator for the London Overground network. Four companies have been shortlisted. The present operator, LOROL, is not bidding to continue as operator. However one of its parent companies, MTR, is bidding independently and has been shortlisted.

Summary of findings

Liverpool Street station We first visited Liverpool Street Station, where we saw how the London Overground was being integrated into the Network Rail operated station. We were told about how all staff had been better trained to respond to enquiries about TfL services, despite the fact that due to station timetabling, Overground services shared four platforms with services from other operators. However, the station was heavily cluttered and signage was not completely clear.

Trains Two types of train run on the line- the 315 and the 317/8. Changes are being made to these trains to bring them up to London Overground standards, including refurbishment, replacement of lighting, signage and PA systems. CCTV systems can be watched by the driver. Two trains are currently having their doors replaced. We heard about the issues faced when LOROL took over the line, mainly from reliability issues with the trains, which they claim Abellio did not inform them of. This meant that in the first two weeks there were significant issues on the line in terms of short- formed and late trains, although LOROL has since taken some trains out of the refurbishment programme to meet demand. LOROL are currently operating 27 out of their 31 trains on the line.

In addition, TfL cited a poor relationship with Abellio as the reason behind the transition problems, which meant they had no access to depots to witness issues with the rolling stock although they claimed to have a better relationship with Southeastern. In the future, TfL have suggested that they should shadow run the route to ensure that trains are running effectively before they are taken on by the new operator. They also noted issues with the track and infrastructure, citing concern about the overhead wires, as well as customer service issues, including providing information on short-formed trains.

Bruce Grove We saw the condition of Bruce Grove station, which has been cleaned and tidied by LOROL. There was new signage and CCTV was clearly visible. However, major problems included pigeon droppings, the growth of plants on brickwork (potentially making it unsafe), faded yellow lines on the platform, boarded up rooms and the poor quality of fencing and platform materials. LOROL informed us that they intended to paint the underpass, replace slippery fittings on the stairs, improve visibility through painting lights and railings, install LED lights and replace old signage. There was only one member of staff at the station, working in the ticket office.

Enfield Town We saw a generally much improved station at Enfield Town with new signage, paint, seating, help points with induction loops and a new line map. The staff here were very friendly and accommodating during our visit. We also saw the new real time updates signage in the station, as well as the new uniforms for staff. Local businesses reported increases in sales as a result of the London Overground takeover.

Hackney Downs Lastly, we saw the new bridge between Hackney Downs and Hackney Central. This had a lift and CCTV and was designed to reduce journey times between the two stations and to encourage more people to use the London Overground network. A new playground was also built.