Have you worked in Control yourself, as a matter of interest?
Only visited.
I have however been on the operating floor of a large PSB during various events. And been on the ground at various major train stopping failures. And been on trains (as a passenger, not while on duty) that have been affected by various events. Some of which have affected tens or even hundreds of services.
Don't get me wrong, I am well aware that it's not an easy job. I'm just saying that sometimes they don't always make the best decisions. Other times, they can be very helpful. Especially when all the companies actually cooperate.
I'm no longer in the industry. But I believe that it would help if there was better communications (I mean, people actually talking to one another to gain information before coming to a decision). And staff from control (both NWR and TOC staff) seeing what it looks like from on the ground, not just from their control room. Similarly, it would help for at least some "on the ground" team leaders to see what it's like on a PSB operating floor and what it's like in a control room. I also would like some drivers, guards/senior conductors/train managers etc. to also see "the other side" of things as well.
I use the term control room, but I know some are open plan so it's a large room not just controls room.
The point is, when something goes wrong, when something breaks, the railway needs to work as a team. Until an engineer can update control after getting "eyes on", questions such as "how long will it take" and "can it be done" are guess work.
I know some work on improving the system has already taken place. That was clear from reading the control daily log for the area where I worked.
Control, the relevant head of maintenance or IMDU or equivalent, maybe a TOC representative and others would have a conference call to discuss one or more possible plans of action. And updates would be logged throughout the time period of the event/incident.