London Midland Sustainability Report 2016 Travel Made Simple Overview This has been an important year for London Midland. The company received a direct award contract to continue operating the West Midlands franchise until October 2017. Since 2007, London Midland has been providing train services to and from London in the south, to Birmingham in the Midlands and Liverpool in the north-west. Over 70 million passenger journeys a year are made using on the network. London Midland manages 150 stations and operates 1,300 services a day. London Midland is owned by Govia, the partnership between the Go-Ahead Group (awarded the Fair Tax Mark for responsible tax practice) and Keolis. Govia is the UK’s busiest rail operator, responsible for nearly 30 per cent of UK passenger rail journeys through its three rail companies, GTR (which includes Gatwick Express services), Southeastern and London Midland. Further information on Govia is available at www.govia.info London Midland has won a range of awards, including Best Local Transport Integration, five Rail Business Awards for marketing, public relations and customer information, five Golden Spanner Awards for Engineering, three IOIC awards for internal communication and three Railstaff Awards for Outstanding Customer Service, Lifesaving and Charity Work. In 2013 London Midland was awarded the Investors in People (IiP) Silver Award and been awarded the 5 Star award by the European Foundation for Quality Management (EFQM) in May 2015. to Preston Lancaster Carlisle WhereGlasgow we operate Liverpool Liverpool South Lime Street Parkway to Macclesfield Runcorn to Acton Bridge ManchesterPreston Lancaster Hartford Carlisle Glasgow Winsford Liverpool LiverpoolAlsager South to Lime Street Parkway Chester Crewe Kidsgrove Bangor to Macclesfield Holyhead Runcorn Stoke-on-TrentActon Bridge Manchester Hartford WedgwoodWinsford to Uttoxeter to Barlaston AlsagerDerby Chester StoneCrewe Kidsgrove Bangor Holyhead Norton Bridge Stoke-on-Trent Wedgwood to Stafford Uttoxeter step-free access to all platforms Barlaston Derby Stone Access points may vary by platform. There may not be step-free access to Norton Bridge or between all station areas. Access routes may in some cases be unsuitable for unassisted wheelchair users due to the gradient of ramps. Stafford step-free access to all platforms Rugeley Trent Valley Access points may vary by platform. There may not be step-free access to station limited Londonor between Midland all station serviceareas. Access routes may in some cases be unsuitable to to for unassisted wheelchair users due to the gradient of ramps. Rugeley Town other operators may serve more frequently Wrexham RugeleyBurton-on-Trent Trent Valley Chester Derby station limited London Midland service to Nottingham Hednesford to other operators may serve more frequently Wrexham Rugeley Town Chesterfield Burton-on-Trent served by other operators Chester to Aberystwyth Wellington Sheffield Derby Telford Hednesford Nottingham Central Cannock Leeds Chesterfield served by other operators Oakengates to Aberystwyth PenkridgeWellington Sheffield served by rail-replacement bus service Shrewsbury Telford Landywood Central LichfieldCannock Trent Valley Leeds Shifnal Oakengates Penkridge served by rail-replacement bus service Shrewsbury Bloxwich North Landywood Lichfield Trent Valley Cosford Shifnal Lichfield Bloxwich North BloxwichCosford City Lichfield to Albrighton Bloxwich City Hereford to AlbrightonWalsall Hereford Walsall Codsall Codsall Shenstone Shenstone Bescot Stadium Bescot Stadium Bilbrook Bilbrook Blake Street Blake Street Tame Bridge Parkway Tame Bridge Parkway Butlers Lane Tamworth Hamstead Butlers Lane Hamstead Tamworth Wolverhampton Four Oaks Wolverhampton Four Oaks Polesworth Coseley Perry Barr Sutton Coldfield Perry Barr Sutton Coldfield Polesworth Coseley Witton Wylde Green to Tipton Leicester The Chester Road to Atherstone Witton Wylde Green Peterborough Tipton Dudley Port Hawthorns Leicester The Chester Road ErdingtonAtherstone Cambridge WilnecotePeterborough Dudley Port Hawthorns Sandwell & Dudley Jewellery Gravelly Hill Stansted Airport Erdington Quarter Cambridge Smethwick Galton Bridge Wilnecote Jewellery Gravelly Hill Birmingham Aston Stansted Airport Sandwell & Dudley Snow Hill Nuneaton Quarter Water Duddeston Coleshill Parkway to Smethwick Galton Bridge Smethwick Orton Langley Green Leicester Birmingham RolfeAston Street Rowley RegisSnow Hill Birmingham Birmingham AdderleyNuneaton Park Nottingham Five Ways NewWater Street Moor Street Bermuda Park Derby Old Hill Duddeston Orton Coleshill Parkway Stechford to Langley Green Smethwick Lea Hall Sheffield Stourbridge University Bordesley Bedworth Leicester Rolfe Street Cradley Heath Marston Green Town Selly Oak Nottingham Rowley Regis Birmingham Birmingham Adderley ParkSmall Heath Birmingham International Coventry Five Ways Lye Bermuda Park Derby Old Hill New Street Moor StreetBournville Stechford Tyseley Hampton-in-Arden Arena Stourbridge Sheffield Hagley Kings Norton Lea Hall Berkswell Coventry Stourbridge University JunctionBordesley BedworthAcocks Green Long Buckby Cradley Heath Blakedown Northfield Marston Green Bedford Town Selly Oak Spring Road Olton Small LongbridgeHeath Tile Hill Canley Rugby Bedford St Johns Lye Kidderminster Birmingham InternationalSolihullCoventry Hall Green Kempston Hardwick Bournville Barnt TyseleyGreen Hampton-in-Arden WidneyArena Manor Northampton Stewartby Stourbridge Yardley Wood Dorridge Hagley Kings Norton Berkswell Coventry Millbrook to Junction Lapworth Long Buckby Acocks Green Shirley Luton Blakedown NorthfieldHartlebury Alvechurch BedfordLidlington Spring Road Ridgmont St Albans Bromsgrove Olton Whitlocks End Longbridge Tile Hill Canley Rugby Wolverton BedfordAspley St Guise Johns London St Pancras Kidderminster Redditch Solihull Droitwich Spa Hall Green Wythall Leamington Barnt Green Warwick Northampton KempstonWoburn HardwickSands Widney Manor Parkway Spa Worcester Yardley Wood Earlswood Milton Keynes StewartbyBow Brickhill Dorridge Central Fenny Stratford Foregate Street The Lakes Hatton Warwick Millbrook to to Shrewsbury Lapworth Shirley Wood End BletchleyLidlington Luton Hartlebury MalvernAlvechurch Link Worcester Claverdon Danzey Leighton RidgmontBuzzard St Albans Bromsgrove Shrub Hill Whitlocks End Henley-in-Arden Great Malvern to Bearley Wolverton Cheddington London St Pancras Wootton Wawen Aspley Guise Hereford Redditch WythallOxford Tring St Albans Abbey Droitwich Spa Leamington Woburn Sands Colwall Reading Warwick Parkway Berkhamsted Park Street Ledbury Wilmcote Spa Milton Keynes to Bow Brickhill Worcester Earlswood Hemel Hempstead How Wood Stratford-upon-Avon Parkway Banbury to Central Fenny Stratford Bricket Wood Foregate Street The Lakes Hatton Oxford Apsley to Cheltenham Spa Warwick to Shrewsbury Stratford-upon-Avon Bletchley Reading Newport Gloucester Wood End Kings Langley Garston Worcester Claverdon High Wycombe Malvern Link Cardiff Bristol Danzey Leighton Buzzard London Marylebone Watford North ShrubSwansea Hill Swindon Henley-in-Arden Watford Junction Great Malvern to Bearley Cheddington Wootton Wawen Bushey Hereford Oxford Tring StHarrow Albans & WealdstoneAbbey Reading Colwall Berkhamsted Park StreetWembley Central Ledbury Wilmcote to Hemel Hempstead How WoodLondon Euston Stratford-upon-Avon Parkway Banbury to Bricket Wood Oxford Apsley to Cheltenham Spa Stratford-upon-Avon Reading Newport Gloucester Kings Langley Garston High Wycombe Cardiff Bristol London Marylebone Watford North Swansea Swindon Watford Junction Bushey Harrow & Wealdstone Wembley Central London Euston In this report 2 Managing Director’s message 8 Customers 4 Stakeholder engagement 10 Our people 6 Society 12 Finance 2016 highlights – New direct award contract granted by DfT to operate trains until October 2017 150 75m stations passenger journeys – Four consecutive year on year rises per year in customer satisfaction to 86% – Our class 321, 172 & 350 trains are amongst the most reliable trains in the country – Supported arts and cultural events in Birmingham, Lichfield, Bedford and 86% 2.9% Milton Keynes customer satisfaction reduction in gas use – £2m additional Park and Ride facilities added at Four Oaks – Launched a sponsorship programme to promote the health and wellbeing of young people £2m 4th – CO2 per passenger journey down consecutive year on 10.7% year on year (To Update Stat) new park and ride year rise for customer satisfaction – Site energy use static despite growth – Improved train service performance to levels surpassing the previous four years For more information about London Midland visit: www.londonmidland.com Follow us on Social Media @LondonMidland We’re part of The Group www.londonmidland.com 1 Managing Director’s message “Each station and depot is an important part of the community. That is why one of our priorities is to get closer to the communities we serve” Patrick Verwer, Managing Director This has been an important year for London Midland. We are making our stations and trains safer by The Department for Transport has awarded London upgrading our existing CCTV cameras and installing Midland a new contract to continue operating train new ones. That’s over 3,00 security cameras looking services to October 2017. out for you. We simply won’t tolerate anti-social An integral part of the new direct award contract is a behaviour. Looking after the environment is also a commitment to invest in a range of initiatives designed big priority for us too, so we are looking at reducing to benefit our communities