How effective is Network Rail at responding to issues raised by passengers?

[TUC]

The vast majority of public queries and concerns will be directed towards TOCs. However, some will be relevant to Network Rail. As most of Network Rail's activities are interally directed towards the rail industr, how much are they set up to deal with queries from the public?

The reason for asking this is that my wife encountered an accessibility issue at Leeds station in October. As Leeds is a Network Rail-managed station she contacted them about it. The person at the contact centre has been very helpful in regularly updating my wife on the position, but each time this has been by way of apologies that, despite several attempts, thry have not yet been able to get a response from the relevant Network Rail team on the issue. Given it is now three months it does make me wonder if Network Rail have any focus on dealing with public-facing queries and concerns in a timely manner?

 

[work-traveller]

A query concerning accessibility is liable to have a baring on Equality Act compliance. Consequently, I wouldn't be surprised if NR are taking particular care in considering how they reply and what impact that reply (along with the issue you raised) may have on them as a duty holder. NR has an internal group that considers matters of accessibility in design, which may be getting consulted in this case. If so, this, along with possible agreement to a response from NR legal may be part of causing a delayed response.

 

[yorksrob]

I think that NR can be the sticking point in improving evening services for passengers, presumably so that they don't have to pay out during engineering works.

On one occasion the TOC had even put the late night train in its on line timetable but it wasn't in the printed version (or visa versa - can't remember which).

 

[yoyothehobo]

I think that NR can be the sticking point in improving evening services for passengers, presumably so that they don't have to pay out during engineering works.

On one occasion the TOC had even put the late night train in its on line timetable but it wasn't in the printed version (or visa versa - can't remember which).

How is this relevant to the points raised?

We dont know what the details are of the accessibility issue raised by the OP is, but i assume that there are many interfacing parties involved at Leeds station that may need to be consulted before a response is undertaken. There are likely only a limited number of people who may be able to respond to the queries and as mentioned earlier, there may be legal standpoints that need to be considered

 

[yorksrob]

How is this relevant to the points raised?

We dont know what the details are of the accessibility issue raised by the OP is, but i assume that there are many interfacing parties involved at Leeds station that may need to be consulted before a response is undertaken. There are likely only a limited number of people who may be able to respond to the queries and as mentioned earlier, there may be legal standpoints that need to be considered

The requirement for later services will undoubtedly have been raised by passengers (if initially via the TOC's).

That comes under the thread title.

 

[The Planner]

I think that NR can be the sticking point in improving evening services for passengers, presumably so that they don't have to pay out during engineering works.

On one occasion the TOC had even put the late night train in its on line timetable but it wasn't in the printed version (or visa versa - can't remember which).

If we agree to the extra services, then the engineering times are cut to allow them, therefore no money goes out. However, it does increase the risk of disruptive works at some point.

 

[yorksrob]

If we agree to the extra services, then the engineering times are cut to allow them, therefore no money goes out. However, it does increase the risk of disruptive works at some point.

I think most passengers would prefer the occasional evening bustitution to not having the later service at all.

 

[Craig1122]

I've reported an issue with a foot crossing to NR and they were very quick to respond both by fixing the issue and updating me. Although they did close the crossing within a year...

I've also reported an issue via Twitter which again was dealt with quickly.

 

[skyhigh]

The reason for asking this is that my wife encountered an accessibility issue at Leeds station in October. As Leeds is a Network Rail-managed station she contacted them about it.

Depending on what the 'accessibility issue' was, Network Rail might have little to do with it. All passenger assistance at Leeds is done by Northern, for example.

Network Rail have plenty of contact with the public (such as those who own adjacent land/property, local residents etc) and generally have a fairly effective public relations team.

 

[TUC]

Depending on what the 'accessibility issue' was, Network Rail might have little to do with it. All passenger assistance at Leeds is done by Northern, for example.

Network Rail have plenty of contact with the public (such as those who own adjacent land/property, local residents etc) and generally have a fairly effective public relations team.

It was a toilets accessibility issue, for which ny wife received a (helpful) response from Network Rail today.

 

[skyhigh]

It was a toilets accessibility issue, for which ny wife received a (helpful) response from Network Rail today.

Good to hear.