On Board Autumn/Winter 2020

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OnFor your Southeastern journeyBoard Autumn/Winter 2020

Are you wearing yours? Keeping our passengers safe during the pandemic

Plus Extra cleaning measures Our commitment to you How we’re performing On Board. Autumn/Winter 2020 Hello, Welcome to the Autumn-Winter 2020 issue of On Board which arrives at the end of what has been a very challenging year to put it mildly. By the time you read this issue we may or may not be out of the latest phase of Covid-19 restrictions but regardless Contents Southeastern has continued to run a comprehensive train service throughout Kent, East Sussex and South East London, and we’re committed to doing as much as possible for our passengers to enable them to travel with confidence. We’ve invested approximately £400,000 in extra cleaning measures across our network and together with our industry-leading SeatFinder tool and swab testing across our 165 stations. So, you can be rest assured that your trains and stations are as clean as possible. With more positive news arriving, we hope that 2021 will see the end of restrictions and that we can move towards the normality we 4 Our promises Read about our commitments to all crave and be able to travel you, the improvements we are making whenever and wherever we want. on our trains, at our stations and in We’re committed to transparency our communities about how our train service is performing in terms of punctuality 6 Keeping passengers safe and ticket office opening times, It’s so important to wear facemasks and we listen to what you tell us in when travelling with us that even the National Rail Passenger Survey, some of our trains are wearing them and you can see how we’ve done in the last period on the back page 8 Out and about of this issue. Our up-to-date network map Please stay safe and thank you for travelling with us. 10 News We’re the first train company in the UK Paul Prentice, Editor to share train load data directly with passengers so they can understand

Disclaimer carriage capacity before boarding The opinions expressed in this guide are not necessarily those services and social distance more 11 Performance of Southeastern. Editorial about Southeastern products and services may not include all of the applicable terms and effectively Statistics, punctuality and opening hours conditions. Visit southeasternrailway.co.uk call 0345 322 7021 or write to Southeastern Customer Relations, P O Box 10422, Unit 16, Coalfield Way, Ashby-de-la-Zouch LE65 9EL. Registered Some of the photos in this issue were taken before social distancing measures in England (CN 4860660) Southeastern is part of Govia, a were put in place and before the wearing of masks was required joint-venture between Go-Ahead Group plc and Keolis UK ltd. Produced by beetroot. beetroot.co.uk

2 On Board Keeping passengers safe

Negative results is positive news oronavirus swab testing on high Ctouch areas at 25 of our busiest stations have come back showing no traces of Covid-19, confirming the ongoing effectiveness of our additional cleaning measures. We’re committed to keep our passengers and colleagues as safe as possible during the current pandemic which is why by February 2021, 40 stations will have been tested for traces of Covid-19 and eventually all 165 stations across our network. The activity is part of Southeastern’s enhanced cleaning regime to protect its staff and provide reassurance to passengers that they can travel with confidence if they need to. Approximately £400,000 has been invested by Southeastern in extra cleaning measures. At each location, a specialist contractor takes swab tests from high touch areas which are then analysed in a laboratory. About 80% of the swabs are taken from public areas such as ticket hall entrance doors and arm rests on benches, with the remaining 20% taken from internal staff areas such as kitchens and door handles. David Wornham, Passenger Services Director for Southeastern, said: “It is absolutely imperative that we “It is absolutely are doing all we can to provide a safe imperative that we environment on our trains and at our stations for those still needing to travel. are doing all we can “It is great to see more negative to provide a safe test results from our stations and is testament to the work of our cleaning environment on our team who are regularly going trains and at our above and beyond to ensure our stations for those still passengers feel comfortable and confident travelling.” needing to travel”

Autumn/Winter 2020 3 News Committed to improving our service for you

OUR PEOPLE More British Transport Police officers: ovia – a subsidiary of We’ll work with the British Transport Police the Go Ahead Group to employ six additional full-time police (65%) and Keolis officers across the Southeastern network to (35%) – is in the middle help keep our passengers safe. of its Direct Award GContract to continue operating the New staff at our Dover depot: We’ll Southeastern franchise. Awarded be employing five new members of by the Department for Transport workshop staff plus five at Tonbridge (DfT), it runs until 16 October 2021, depot with eight additional shunting with an option to extend at the DfT’s and maintenance staff also recruited discretion until 31 March 2022. at both depots. Although Southeastern will continue its immediate focus providing vital More engineering apprentices: We’ll services during the Covid-19 pandemic, be employing four new engineering we are already looking further ahead apprentices across all five of our main to when customers are able to begin engineering depots at Ashford, Grove travelling as normal and we can start Park, Ramsgate, Slade Green and reconnecting with our communities St Leonards. and further improving capacity, performance and customer satisfaction. Welfare officers at key locations: We’ve As a result, over the course of the employed six welfare officers at three contract Southeastern has promised to stations to help protect the railway from deliver a range of improvements. vulnerable people, including Lewisham, New Cross, Hither Green, St John’s, Slade Green and Penge East.

Paramedics where they’re needed the OUR COMMUNITIES most: We’re deploying a paramedic team Community Rail Partnership conference: of two based at London Bridge station We will run a conference for the Community every weekday, providing medical help Rail Partnerships we work with. when people need it the most. Elizabeth line: We’re working closely with the Government and Transport for Living wage for cleaners: We’re ensuring London on the introduction of Elizabeth line that all of our train cleaners working (Crossrail) train services from Abbey Wood within London are paid no less than the by no later than 2022. London Living Wage.

4 On Board OUR STATIONS A rebuilt station ticket hall at Maidstone East: opening in 2021.

A new station building for Swanley: opening in 2021.

Access for all: a new footbridge and lifts at Canterbury East, opening in summer 2021.

Repainting our stations and installing new signage: We’ll put in place a programme to spend £500,000 on repainting our stations and installing new signage at some of them.

Gated stations: We’ll ensure that no less than 200 staff are employed to work on ticket gatelines at our stations.

Deep cleaning programme: We’ll be rolling out a deep cleaning programme for all of our stations.

OUR TRAINS More trains for the Metro area: In January we received the first of our new fleet of Class 707 trains from South Western Railway (SWR). These trains are modern, spacious and air-conditioned, and they will provide a significant improvement in the passenger experience. The delivery of four trains initially will allow us to begin the initial work required ahead of the introduction of the full fleet of 30 x 5-car Class 707 units, once they become available from SWR. These first trains will be split across our Ashford, Grove Park and Slade The fleet will also be fitted with energy Green depots. They will be carrying out metering and regenerative braking for vital preparatory work including driver overhead power. AND THERE’S MORE… instruction, maintenance training, and Our Mainline (Class 375) fleet will have More smart ticketing: helping more some infrastructure checks. USB charging points, LED lighting and of our passengers switch to The Key, upgraded CCTV. Our Class 377 fleet will our contactless smartcard, which Modifications to our existing train fleet: also be receiving LED lighting. allows you to buy and download your Our High Speed (Class 395 ‘Javelin’) fleet Our Metro (‘Networker’) fleet will have tickets at home, fast-track through the will have an interior refresh beginning technical modifications to improve station and avoid queues. in May 2021 including: reliability. A new lost property app: allowing our new seat covers and seat foam passengers to be more easily reunited USB charging points A deep clean of our train fleet: This with their property. refreshed table tops started in December 2020 and finishes grab rails repainted. in October 2021.

Autumn/Winter 2020 5 Keeping passengers safe Are you wearing yours? We’ve put masks on two of our highspeed trains to remind passengers of the importance of wearing a face covering during the coronavirus pandemic

asks are required on all will also see vinyl floor stickers or other Southeastern services markings to help you stand in the right for the protection of place plus other measures like taping all passengers and off seats to avoid people sitting too close railway staff. To help to each other. At some stations we have Meveryone remember this, Southeastern had to close waiting rooms where social unveiled special mask artwork on two of distancing cannot be achieved. its Javelin trains earlier this year. “We wanted to create an eye- When lockdown restrictions catching way to reinforce the were eased earlier in the summer, importance of wearing face coverings Southeastern undertook measures to while travelling with us because they protect its passengers as they gradually not only protect the public, but keep returned to using the network. These our rail colleagues safe too,” said measures included social distancing David Statham, Managing Director on trains and at stations, daily washing at Southeastern. “It’s certainly a new routines with Zoono – a cleaning product experience for us all to get used to, so that stays active for 30 days – and extra we hope the new artwork puts a smile sanitisation points and one-way systems on the faces of our passengers, under installed at stations. At some stations you their masks of course!”

I’m so grateful for your train Thank you for the brilliant manager on the 13:11 to services you have been West Malling on 5 November. running since March – my She kindly came to tell that trains are so reliable and I there were people nearby always see staff cleaning. who weren’t wearing My commute is effortless masks or social distancing as your service is almost DOWNLOAD OUR – and even offered to help always faultless. EXEMPTION CARD carry my bags to another We understand that passengers with carriage. I’d like her to know Shout out to our driver pre-existing medical conditions can’t how much I appreciated who’s just reiterated – in always wear a mask. If this is the case, what she did – and to extend the best way possible download and print off our exemption my thanks to all the rail staff – how to wear a face card before using our services at CUSTOMER who have kept working covering. All credit to him! southeasternrailway.co.uk. TWEETS during this time.

6 On Board Keep yourself and others safe while travelling

l We’re confident that the vast majority of people are going to want to do the right thing by bringing and wearing a face covering while in stations and on trains. If someone isn’t wearing a face covering, they’ll be reminded of the rules and told where they can get one – for example, at vending machines at stations, in shops or online. Only as a last resort will British Transport Police issue someone with a ‘spot fine’.

l Reduce contact points at stations by buying your tickets in advance from our website at southeasternrailway. co.uk

l The Key is our contactless smartcard which means you can buy and download your tickets at home, fast- track through the station and avoid the queues. The Key’s contactless technology allows you to hold the card over the reader at the ticket gate. It’s also wipeable and easy to clean, leaving you in control.

l Using your Key you can buy single, return and season tickets, it’s totally flexible. You are also able to buy tickets for most other train companies across mainland Britain and Transport for London, so you get straight to your destination with just one purchase.

l Although we recommend you use our contactless Key smartcard, you can continue to buy paper tickets at ticket offices and TVMs and you can still pay for your tickets by cash or card. A big shout out to all the Thank you so much to Rachel train drivers who wave to in Customer Relations for your l It’s better to avoid travelling between our little fella throughout help. Southeastern are always 06:00 and 09:00, and 15:00 and 18:00 so responsive and helpful – East and North Kent. as these are our busiest times. Always makes his day. some of the best customer service I’ve ever received. Your l Stay at least two metres away work makes such a difference. Fantastic to see the British from each other where possible on Transport Police and platforms and on trains. Southeastern staff on the train from Charing Cross, l Use our sanitation points before helping to keep us all boarding and after alighting our safe ensuring masks were services. worn, Thank you, you are appreciated.

Autumn/Winter 2020 7 8 On Board Through our safer travel pledge, we’re taking extra steps to make everyone’s journey safe for as long as Covid-19 Latest restrictions remain in place. Please check before you travel travel at southeasternrailway.co.uk advice for the latest travel information

Autumn/Winter 2020 9 News

feature. The app will also show how Plan your many carriages each train will have and on-board toilet availability, so journey with people can be confident of accessing hand-washing facilities while they SeatFinder are travelling. outheastern is the first in the UK to We’ve also launched SeatFinder S share train load data directly with Timetables to allow longer-term passengers so they can understand journey planning. This means that carriage capacity before boarding colour-coded timetables are now services and social distance more available weeks in advance to help effectively. Since it was introduced passengers pre-plan their journeys. in September the SeatFinder tool has By checking the timetables through been so successful that we’re rolling SeatFinder, passengers will see red, out new features to help passengers amber and green indicators showing plan their journeys. the anticipated level of available When it was introduced, capacity on trains. These have been SeatFinder shared average train set to standards that will ensure there loading data with passengers via is sufficient space for passengers to the Live Departure Boards on the keep 2m or 1m apart while on-board. Southeastern website for services John Backway, Head of Retail at running two hours or less prior to Southeastern, said: “The launch of travel. The innovative new tool was SeatFinder has been well received by welcomed by passengers, reflected our passengers and is making a real by a 41% increase in daily traffic difference when it comes to helping to the Live Departure Boards on them plan journeys. At a time when the website. it is so important to feel confident We’ve now made SeatFinder when travelling, these improvements available on our app through a new to help access the tool and enable Live Departure Board widget and better advanced planning are a in the existing ‘common journeys’ welcome addition.”

for approximately 12 weeks or for the Rail to duration of lockdown. However, with refuges expecting Refuge a spike in demand after the current national restrictions are eased, the extended scheme is now being extended until the end of March 2021. ail to Refuge, a joint initiative Jacqueline Starr, Chief Operating R between rail companies and Officer at the Rail Delivery Group, said: Women’s Aid where train operators “We’re proud to have provided a cover the cost of train tickets for vital lifeline for people escaping a women, men and children travelling desperate situation, but there are to refuge accommodation, has been still too many women, men and extended. children that need help. Our staff The move comes as figures show First introduced by Southeastern are working hard to support the that on average four survivors of in September 2019, and then Great survivors of domestic abuse with domestic abuse have been using Western Railway on its routes in March free train journeys while keeping the the scheme every day, with reports 2020, all train operators joined the railway running for all the people, showing that that abuse has worsened Rail to Refuge scheme on 9 April with communities and local economies during the coronavirus pandemic. the original plan to keep it in place that rely on it.”

10 On Board Performance Our service stats Here are our performance results for 03 May 2020 to 17 October 2020

Ticket office Complaints per Customer opening hours 1,000 passenger journeys We averaged an open rate of journeys There were Accessibility issues 0.002 74.6% Company policy 0.046 27.4 against our committed opening Complaints handling 0.053 million passenger hours Delay compensation schemes 0.015 journeys made on Environmental 0.015 our network Ticket vending Fares, Retailing 0.045 machines availability Other 0.001 Our ticket vending machines were Provision of information 0.010 available for Quality on train 0.006 Safety & Security 0.034 93% Staff conduct & availability 0.026 Cancellations of the time Station quality 0.005 or short- Timetabling and connection issues 0.013 formed trains We have a total of Train service performance 0.018 The number across 226 this period was ticket vending machines Overall 0.288 0.23%

Performance by Last 6 Rail Periods: service group 03 May 20 – 17 October 20

100.0% Cancellations (trains booked)

Ontime at all recorded stops

50.0% Time to 3 at all recorded

76.9% 91.2% 74.9% 91.3% 82.4% 94.7% 80.0% 93.3% stops

1.9% 1.5% 1.8% 1.8% 0.0%

Mainline High Speed Metro Southeastern Total

Autumn/Winter 2020 11 Performance Performance by period Last 6 Rail Periods: 03 May 20 – 17 October 20

100% 97.0% 96.1% 94.2% 90.9% 92.2% 90.9% 88.8% 86.5% 81.7% 77.5% 75.6% 74.1% Time to 3 at all recorded stops 50%

Ontime at all recorded stops

Cancellations (trains booked) 1.2% 1.5% 1.6% 2.3% 2.1% 2.0%

0% 03 May 20 - 31 May 20 - 28 Jun 20 - 26 Jul 20 - 23 Aug 20 - 20 Sep 20 - 30 May 20 27 Jun 20 25 Jul 20 22 Aug 20 1 9 Sep 20 1 7 Oct 20

03 May 20 - 31 May 20 28 Jun 20 - 26 Jul 20 - 23 Aug 20 20 Sep 20 - 03 May 20 30 May 20 - 27 Jun 20 25 Jul 20 22 Aug 20 - 19 Sep 20 17 Oct 20 - 17 Oct 20

Mainline 1.2% 1.2% 1.7% 2.3% 3.1% 1.6% 1.9% High Speed 0.6% 1.1% 0.6% 2.1% 2.3% 2.1% 1.5%

Metro 1.2% 1.8% 1.7% 2.4% 1.4% 2.2% 1.8% Southeastern 1.2% 1.5% 1.6% 2.3% 2.1% 2.0% 1.8%

Cancellations (trains booked) Total

Mainline 87.0% 84.4% 80.7% 70.9% 72.9% 70.0% 76.9% High Speed 79.8% 78.9% 78.5% 71.8% 73.6% 68.7% 74.9%

Metro 91.0% 88.7% 82.7% 78.7% 80.5% 77.0% 82.4% Southeastern 88.8% 86.5% 81.7% 75.6% 77.5% 74.1% 80.0%

Ontime at all recorded stops Total

Mainline 96.1% 94.8% 93.0% 87.9% 89.1% 88.5% 91.2% High Speed 95.4% 94.0% 93.8% 88.4% 89.9% 87.5% 91.3% Metro 97.7% 97.2% 94.9% 92.9% 94.3% 92.6% 94.7% Southeastern 97.0% 96.1% 94.2% 90.9% 92.2% 90.9% 93.3%

Time to 3 at all Time recorded stops Total

12 On Board Performance Ticket office opening hours This table shows the ticket office opening hours percentage against planned hours for each station from 03 May 20 – 17 October 20. It also shows the number of times any ticket office was closed for more than four hours due to an unplanned reason (such as short notice sickness or absence). A number of ticket offices were temporarily closed during the period covered by this data as a result of coronavirus related restrictions. Mon - Mon - # Closures Station Sat AM Sat PM Sun AM Sun PM Compliance Fri AM Fri PM > 4hrs

Albany Park 06:10:00 19:30:00 08:10:00 14:50:00 08:10:00 13:30:00 71.71% 11 Ashford International 05:30:00 21:30:00 05:30:00 21:30:00 06:00:00 21:30:00 93.38% 7

Aylesham 06:30:00 13:10:00 06:30:00 13:10:00 74.83% 0 Barming 05:50:00 09:15:00 62.54% 0 Barnehurst 06:10:00 19:30:00 08:10:00 14:50:00 08:10:00 15:40:00 73.13% 10 Battle 05:40:00 19:00:00 05:40:00 19:00:00 09:10:00 16:30:00 90.80% 11 Bearsted 06:10:00 19:30:00 07:10:00 13:50:00 07:40:00 15:10:00 68.54% 20 Beckenham Junction 06:10:00 19:40:00 06:10:00 19:40:00 08:10:00 17:40:00 95.86% 0 Belvedere 14:00:00 18:40:00 70.90% 0 Belvedere 06:10:00 12:50:00 07:40:00 14:20:00 70.90% 0 Bexley 06:10:00 19:30:00 06:10:00 19:30:00 08:10:00 15:40:00 69.46% 11 Bexleyheath 06:10:00 20:00:00 06:30:00 20:00:00 08:10:00 16:40:00 66.81% 17

Bickley 13:10:00 19:45:00 51.47% 1 Bickley 06:10:00 12:50:00 07:10:00 13:50:00 08:15:00 13:45:00 51.47% 1

Birchington 05:45:00 12:25:00 06:45:00 13:25:00 68.98% 1 Blackheath 06:10:00 20:00:00 06:40:00 20:00:00 08:10:00 19:40:00 74.09% 14 Borough Green 06:10:00 17:55:00 07:10:00 13:50:00 08:10:00 15:40:00 44.96% 62

Brixton 06:40:00 20:00:00 08:10:00 14:50:00 64.83% 11 Broadstairs 06:15:00 19:30:00 06:15:00 19:30:00 08:10:00 15:40:00 55.90% 41

Bromley North 06:15:00 19:00:00 07:20:00 14:00:00 66.38% 1 Bromley South 06:00:00 21:30:00 06:20:00 21:30:00 06:40:00 21:30:00 93.93% 8 Canterbury East 06:10:00 20:20:00 06:10:00 20:20:00 07:30:00 19:30:00 90.06% 14 Canterbury West 06:15:00 19:30:00 06:15:00 19:30:00 08:30:00 17:00:00 94.40% 7 Catford Bridge 06:10:00 19:30:00 06:10:00 19:30:00 08:40:00 16:40:00 64.31% 30

Charing 07:15:00 11:40:00 64.85% 0 Charing Cross 04:30:00 01:05:00 04:30:00 01:05:00 06:45:00 01:05:00 92.07% 29 Charlton 06:10:00 19:30:00 06:10:00 19:30:00 08:30:00 16:00:00 73.74% 7 Chatham 05:45:00 20:00:00 06:15:00 20:00:00 07:00:00 19:00:00 94.53% 8 Chelsfield 06:10:00 19:30:00 08:15:00 15:00:00 08:15:00 13:00:00 77.02% 1 Chestfield & 06:45:00 10:15:00 22.87% 0 Swalecliffe Chislehurst 06:10:00 19:30:00 07:00:00 19:15:00 08:15:00 15:40:00 72.97% 13 Clock House 06:10:00 19:30:00 07:20:00 13:50:00 67.19% 9

Autumn/Winter 2020 13 Performance

Mon - Mon - # Closures Station Sat AM Sat PM Sun AM Sun PM Compliance Fri AM Fri PM > 4hrs

Crayford 06:10:00 19:30:00 06:40:00 20:00:00 08:10:00 15:40:00 61.64% 18 Dartford 06:10:00 20:40:00 06:10:00 19:40:00 07:10:00 20:40:00 94.61% 8 Deal 05:45:00 19:10:00 05:45:00 19:10:00 07:30:00 16:00:00 87.33% 27 Deptford 06:40:00 17:25:00 67.85% 15 Dover Priory 05:30:00 21:30:00 05:30:00 21:30:00 06:15:00 21:30:00 91.81% 13 Ebbsfleet 06:20:00 20:15:00 09:00:00 19:30:00 09:45:00 18:45:00 93.13% 15 International Eden Park 06:10:00 12:50:00 07:20:00 14:00:00 51.35% 5 Elmers End 06:10:00 19:30:00 06:10:00 19:30:00 68.84% 9 Elmstead Woods 06:00:00 19:30:00 08:15:00 14:50:00 08:15:00 15:40:00 72.78% 3 Eltham 06:10:00 20:00:00 06:10:00 20:00:00 08:10:00 15:40:00 72.76% 9 Erith 06:05:00 19:25:00 06:10:00 19:25:00 63.86% 28 Etchingham 06:10:00 12:55:00 07:20:00 14:00:00 69.20% 0 Eynsford 06:10:00 12:50:00 74.37% 0 Falconwood 06:10:00 19:30:00 08:10:00 14:50:00 08:10:00 15:40:00 73.42% 11

Farningham Road 06:10:00 10:30:00 54.70% 0 Faversham 06:15:00 19:30:00 06:15:00 19:30:00 08:00:00 19:00:00 91.36% 16 Folkestone Central 06:00:00 19:00:00 06:00:00 19:00:00 08:10:00 17:40:00 94.74% 4

Folkestone West 06:25:00 13:05:00 07:35:00 14:15:00 73.06% 5 Frant 06:25:00 09:45:00 68.01% 0 Gillingham 06:10:00 20:00:00 06:10:00 20:00:00 07:00:00 19:00:00 95.70% 5 Gravesend 05:45:00 20:00:00 05:45:00 20:00:00 06:45:00 20:00:00 93.17% 8 Greenhithe 06:10:00 19:30:00 07:40:00 19:40:00 09:10:00 16:40:00 71.61% 7 Greenwich 06:10:00 20:00:00 06:10:00 20:00:00 08:40:00 18:40:00 93.97% 13 Grove Park 05:15:00 20:15:00 07:00:00 20:15:00 08:10:00 18:40:00 92.66% 9

Harrietsham 06:10:00 10:25:00 72.24% 0 Hastings 05:50:00 20:30:00 05:50:00 20:30:00 05:50:00 20:30:00 91.18% 10

Hayes 06:10:00 19:30:00 07:20:00 14:00:00 87.83% 8 Headcorn 06:00:00 19:20:00 07:10:00 13:50:00 08:10:00 16:30:00 67.77% 5 Herne Bay 06:10:00 19:00:00 06:10:00 19:00:00 09:10:00 16:00:00 89.12% 14 Herne Hill 06:10:00 19:40:00 06:10:00 19:40:00 08:10:00 17:40:00 96.97% 1 High Brooms 06:20:00 19:00:00 07:10:00 13:50:00 87.66% 15 Higham 06:10:00 12:50:00 46.76% 0 Hildenborough 06:10:00 12:50:00 07:10:00 13:50:00 70.16% 6 Hither Green 06:10:00 20:00:00 06:10:00 19:30:00 08:10:00 19:40:00 93.11% 14

Kent House 06:10:00 19:30:00 07:10:00 13:50:00 62.83% 6 Kidbrooke 06:10:00 19:30:00 06:40:00 19:30:00 09:00:00 14:40:00 71.62% 4

Knockholt 06:15:00 09:40:00 74.58% 0

14 On Board Performance

Mon - Mon - # Closures Station Sat AM Sat PM Sun AM Sun PM Compliance Fri AM Fri PM > 4hrs

Ladywell 06:10:00 19:30:00 07:20:00 14:00:00 64.41% 19 Lee 06:10:00 19:30:00 07:40:00 14:20:00 08:10:00 15:40:00 64.98% 9

Lenham 06:20:00 13:00:00 06:20:00 13:00:00 44.05% 0 Lewisham 06:10:00 20:50:00 06:10:00 20:20:00 07:10:00 20:50:00 93.75% 9 London Bridge 04:50:00 01:20:00 05:05:00 01:20:00 06:45:00 01:20:00 91.93% 29

London Cannon Street 07:15:00 19:40:00 98.00% 0 Longfield 06:15:00 19:30:00 07:15:00 13:30:00 08:15:00 13:00:00 63.47% 22

Lower Sydenham 06:20:00 13:00:00 07:20:00 14:00:00 67.54% 0 Maidstone East 06:00:00 20:00:00 06:00:00 20:00:00 07:45:00 20:00:00 95.12% 6

Maidstone West 06:15:00 12:50:00 06:10:00 12:50:00 86.38% 1 Marden 06:15:00 13:00:00 07:00:00 13:00:00 76.82% 0 Margate 06:15:00 19:30:00 06:15:00 19:30:00 09:10:00 16:40:00 83.85% 38

Maze Hill 06:10:00 19:30:00 06:10:00 19:30:00 67.10% 11 Meopham 06:15:00 12:45:00 08:00:00 13:15:00 69.51% 0 Mottingham 06:10:00 19:30:00 06:40:00 20:00:00 08:10:00 15:40:00 67.03% 18 New Beckenham 06:20:00 13:00:00 07:20:00 14:00:00 67.12% 0 New Cross 06:10:00 20:00:00 06:10:00 20:00:00 08:10:00 20:00:00 71.28% 18 New Eltham 06:10:00 20:00:00 06:40:00 20:00:00 08:10:00 15:40:00 72.15% 10 Newington 06:10:00 10:00:00 30.06% 0 Northfleet 06:10:00 10:10:00 33.12% 0 Orpington 06:05:00 21:00:00 06:05:00 21:00:00 06:45:00 21:00:00 90.95% 16 Otford 06:15:00 19:30:00 06:15:00 19:30:00 08:10:00 15:40:00 92.33% 7 Paddock Wood 06:00:00 19:00:00 08:00:00 14:30:00 08:00:00 14:30:00 91.91% 8 Penge East 06:10:00 19:30:00 06:40:00 19:30:00 08:10:00 15:40:00 72.87% 6 Petts Wood 05:45:00 20:00:00 07:00:00 20:00:00 07:45:00 19:45:00 95.26% 9 Pluckley 06:10:00 10:40:00 59.60% 0 Plumstead 06:10:00 19:30:00 06:10:00 19:30:00 08:10:00 15:40:00 69.40% 8

Queenborough 07:00:00 11:00:00 08:00:00 12:00:00 68.72% 0 Rainham 06:00:00 19:30:00 07:00:00 19:00:00 08:00:00 19:00:00 94.78% 14 Ramsgate 06:15:00 20:00:00 06:15:00 20:00:00 06:15:00 16:30:00 91.22% 16 Robertsbridge 06:10:00 12:50:00 07:10:00 13:45:00 78.82% 0 Rochester 06:10:00 19:30:00 06:45:00 13:25:00 96.94% 0 Sandling 06:20:00 13:00:00 66.09% 0 Sandwich 06:30:00 11:00:00 06:30:00 11:00:00 62.38% 0 Sandling 06:20:00 13:00:00 66.09% 0 Sandwich 06:30:00 11:00:00 06:30:00 11:00:00 62.38% 0 Sevenoaks 06:15:00 21:00:00 06:15:00 21:00:00 07:15:00 21:15:00 93.64% 11 Sheerness-On-Sea 06:30:00 13:10:00 06:30:00 13:15:00 07:45:00 15:45:00 83.72% 1

Autumn/Winter 2020 15 Performance

Mon - Mon - # Closures Station Sat AM Sat PM Sun AM Sun PM Compliance Fri AM Fri PM > 4hrs

Shortlands 06:10:00 19:30:00 06:00:00 19:30:00 08:10:00 15:40:00 75.87% 4 Sidcup 06:10:00 19:50:00 06:10:00 19:50:00 08:10:00 19:40:00 93.58% 11 Sittingbourne 06:00:00 19:30:00 07:00:00 19:00:00 07:00:00 19:00:00 95.08% 7 Slade Green 06:10:00 12:50:00 07:10:00 13:50:00 72.48% 0 Sole Street 06:30:00 10:30:00 41.42% 0 St Johns 07:10:00 13:50:00 61.20% 2 St Leonards Warrior 06:00:00 19:20:00 08:10:00 14:50:00 89.52% 15 Square St Mary Cray 06:10:00 19:30:00 06:10:00 19:30:00 08:15:00 16:40:00 73.48% 7 Staplehurst 06:00:00 19:00:00 08:00:00 14:40:00 08:10:00 16:30:00 62.03% 24 Stonegate 06:00:00 12:00:00 22.91% 8 Stratford International 07:30:00 10:30:00 09:00:00 13:00:00 99.33% 0 Strood 06:00:00 19:00:00 07:45:00 14:00:00 08:15:00 15:30:00 94.32% 5 Sturry 06:30:00 10:00:00 73.40% 0 Sundridge Park 06:45:00 13:20:00 68.24% 0 Swanley 06:00:00 18:30:00 07:00:00 19:00:00 08:00:00 14:30:00 97.26% 2

Swanscombe 06:10:00 12:50:00 08:40:00 15:20:00 62.62% 0 Sydenham Hill 06:40:00 20:00:00 09:00:00 15:50:00 66.44% 17 Teynham 06:30:00 09:30:00 24.79% 0 Tonbridge 05:40:00 21:40:00 05:40:00 21:10:00 06:30:00 21:30:00 93.49% 8 Tunbridge Wells 05:55:00 21:40:00 06:30:00 20:40:00 06:40:00 21:55:00 93.44% 9

Wadhurst 06:20:00 18:30:00 07:10:00 13:50:00 73.89% 38 Walmer 06:30:00 11:00:00 06:30:00 11:00:00 69.17% 0 Welling 06:10:00 19:30:00 06:10:00 19:30:00 08:10:00 16:40:00 89.31% 15 West Dulwich 06:40:00 19:30:00 07:20:00 14:00:00 08:10:00 15:40:00 72.09% 8 West Malling 06:00:00 19:00:00 07:30:00 14:10:00 08:15:00 15:30:00 70.22% 8

West St Leonards 05:45:00 12:25:00 06:00:00 12:40:00 77.62% 0 West Wickham 06:10:00 19:30:00 07:20:00 14:00:00 69.34% 3 Westcombe Park 06:10:00 19:30:00 08:10:00 14:50:00 61.91% 21 Westgate-On-Sea 06:00:00 11:00:00 66.09% 0 Whitstable 06:10:00 19:00:00 06:10:00 19:00:00 09:10:00 16:00:00 76.73% 53 Woolwich Arsenal 05:40:00 20:05:00 06:10:00 20:05:00 06:40:00 21:10:00 95.78% 7 Woolwich Dockyard 06:40:00 13:20:00 62.38% 0 Wye 06:00:00 12:40:00 07:00:00 13:40:00 46.02% 2 Woolwich Dockyard 06:40:00 13:20:00 62.38% 0 Wye 06:00:00 12:40:00 07:00:00 13:40:00 46.02% 2

16 On Board National Rail Passenger Survey results Spring 2020

83% of Southeastern 4thconsecutive survey 3%year-on-year passengers are satisfied showing improved increase bucks with their journey passenger the regional trend, according to National satisfaction. with other London Rail Passenger Survey and South East results for Spring 2020 – operators showing our best-ever Spring an average NRPS result! decline.

increase in those satisfied with 91% of passengers using 9%the attitude and helpfulness of staff on board and Southeastern High Speed 2% improvement at stations. In fact, significant said they were satisfied improvements have been recorded in every attribute overall – and the train related to the on-board experience, including service remains one of cleanliness (+4%), provision of information (+4%) best performing in the and the level of crowding (+3%). Satisfaction with on- country. board security has also significantly improved (+5%).

Assisted Travel 03 May 31 May 28 Jun 26 Jul 23 Aug 20 Sep 03 May Period 20 - 30 20 - 27 20 - 25 20 - 22 20 - 19 20 - 17 20 - 17 May 20 Jun 20 Jul 20 Aug 20 Sep 20 Oct 20 Oct 20 Volume of booked assistance 4 11 24 127 166 307 639 Volume of booked assistance 3 9 21 113 147 284 3344 completions Volume of unbooked assistance 46 190 283 678 948 1199 3302 (Turn Up and Go) requested Volume of unbooked assistance 44 185 283 676 942 1188 3318 (Turn Up and Go) completed Read the results in full: shorturl.at/moBOQ National Rail Passenger Survey results Spring 2020

increase in those satisfied with 91% of passengers using 9%the attitude and helpfulness of staff on board and Southeastern Highspeed 2% improvement at stations. In fact, significant said they were satisfied improvements have been recorded in every attribute overall – and the train related to the on-board experience, including service remains one of cleanliness (+4%), provision of information (+4%) best performing in the and the level of crowding (+3%). Satisfaction with on- country. board security has also significantly improved (+5%).