First Capital Connect (Hertford Loop)

Debate between Charles Walker and Stephen McPartland

Tuesday 28th January 2014 Westminster Hall

[Stephen McPartland]

My hon. Friend is welcome to top the misery, because in the most recent Eureka timetable, I was lucky enough to secure an extra 58 East Coast train stops for Stevenage station, so my constituents are often the ones sailing past his. It is also interesting to see how my constituents use the Hertford loop. We often get a fast train at Stevenage, so that we do not have to go on the Hertford loop line, and then we change at Finsbury Park and continue on the Hertford loop line to Liverpool Street. My constituents often get off the train at Finsbury Park only to be told that there are problems, so they have to wait for the next east coast main line or FCC main line service to take them to King’s Cross, where they take the tube to Liverpool Street. That adds a huge amount of time, frustration, anger, bicycles—you name it—to my constituents’ journeys.

There is a real lack of communication. My hon. Friends the Members for Enfield North and for Broxbourne (Mr Walker) have said that some station staff do an amazing job of keeping constituents informed, but sometimes things simply collapse. When my hon. Friends the Members for Enfield North and for Enfield, Southgate (Mr Burrowes) and I attended a meeting with National Rail and FCC, I raised the issue of ticket inspectors. The fastest journey from Stevenage to King’s Cross takes 26 minutes, so a delay of 35 or 40 minutes is considerable.

[Mr Charles Walker]

The situation can often be terribly unfair on staff. For example, on the third day of delays to services, station staff still have to face angry commuters and bear the full brunt of their anger and frustration in as good a humour as possible. The higher-ups—the suits —remain squirreled away in the train company’s headquarters, rather than coming out to meet their disappointed customers. We need to see greater leadership from the directors of the company; they must not leave it to the poor staff to bear the brunt of commuters’ frustrations.

[Stephen McPartland]

My hon. Friend makes a good point, and my hon. Friends and I made the same point in the meeting that I have just mentioned. I was pleased that both companies apologised for the service that our constituents received and tried to explain some of the reasons for it. In fairness to FCC staff, many of them do a very good job. I understand that during the recent delays, some of the higher-ups went out to stations—they could not get to work either—and tried to placate customers. We need to see more of that. I often tweet about how good some of the FCC staff are on my journey to work.

One thing that particularly irritates my constituents is when their train is delayed and they ask the ticket inspector what is causing the delay, but the inspector—or payment protection officer, as they are called—does not know. That poor member of staff may get grief along the 12 carriages of the train as he checks tickets. That creates dysfunctionality and reduces the quality of the passenger experience a great deal. FCC needs to do a lot more work on getting information down to staff, to ensure that those on the front line can communicate with passengers.

I commute to Parliament every day, so I use the FCC service at all hours of the day. On a Monday evening, I am often using it at half-past 11, and if I see bus replacement services I begin to cry, because I know that that will add about two hours to my journey home. These issues affect a huge variety of people, including shift workers.

[Mr Walker]

I do not want to be left out of this. I, too, travel in from Cuffley, which is down the line from Stevenage, and I share my hon. Friend’s frustration. Before we are too mean to our rail provider, however, let us remember that Network Rail is responsible for many of the delays. I do not think that Network Rail has been entirely up front in its communications with my constituents. I endorse the suggestion made by my hon. Friend the Member for Enfield North (Nick de Bois) that Network Rail should pay some compensation to our rail companies, so that they in turn can compensate our constituents.

[Stephen McPartland]

I agree with my hon. Friends the Members for Broxbourne and for Enfield North. I believe that Network Rail is responsible for about 67% of the delays on the line, while other train operating companies are responsible for some 9%, and FCC about 24%. That is right—they add up to 100%. It is important that Network Rail takes a huge amount of the responsibility.

I know about repayments from my own experience. I buy what is called a carnet that allows travel from Stevenage to King’s Cross via a variety of routes. I could be reimbursed for my journey today, but I will be perfectly honest: I cannot be bothered to fill in the paperwork on a daily basis. I know that thousands of people in Stevenage will not even bother to try to reclaim the cost for today from their season ticket, because it is pointless. It is a waste of a huge amount of energy and time; it would cost more than it is worth. Repayments should be automatic. During some of the worst of the winter storms, First Capital Connect said that tickets would be valid for use the following day. That was a great improvement for some in my constituency, but not for the majority who have season tickets.

The railway system is broken. The previous Government did not invest and co-ordinate in the way we would have hoped, but some problems that we have seen on the line are actually the result of new investment. We understand that one huge delay was the result of a new signalling system being installed and the circuit breaker burning out. The company is trying to improve the signalling system, which must be fully replaced in 18 months, but the amalgamation of the two systems is causing great problems. I raise that issue because the whole line is 40 years old and must be replaced completely in the next five years. One can imagine the horror felt by MPs and constituents who live along the line at the thought of what is coming down the track towards us, or possibly not coming down the track at all. There are huge concerns.

When I met Network Rail and First Capital Connect with my hon. Friends the Members for Enfield, Southgate, and for Enfield North, we asked them what the root causes of the problems were. What really depressed the three of us was the simple fact that there did not seem to be a root cause. There was a variety of problems, one after the other. As they fixed one, they moved on to another. I do not want to bore Members too much, but on the Hertford loop line, they use class 313 carriages, which are old-fashioned London Underground and Overground carriages. As a result, the Hertford loop line is turned off of an evening. One morning, when they tried to turn the electricity on the line back on, it did not work. Perhaps someone had not paid the energy bill. No service was available on the line.

I would like to move on to some of the positives regarding First Capital Connect, because I feel that it is getting a bit of a kicking from Members, even though a lot of the problems—at least two thirds—are the responsibility of Network Rail and are due to how it integrates with First Capital Connect. During the First Capital Connect franchise, more trains have been stopping at Stevenage, so we have gained thousands more seats, many of which I have secured over my past two or three years as an MP. We have had huge improvements to bicycle racks, which have almost doubled in number. That is a big issue in Stevenage. We are the only town in the country with an integrated cycle network. Tens of thousands of us cycle everywhere in town. We have had the platforms resurfaced and we now have 12-carriage trains stopping at the town; the station is secure and we have better waiting rooms; and both the signage and the customer information system have improved.

In another transport debate earlier in this Parliament, I was very pleased to secure more than £578,000 from the Minister at the time, the hon. Member for Lewes (Norman Baker), so if the current Minister is listening, there are a number of things that I would like. That money is being used to upgrade the goods lifts to fully automated passenger lifts. The station has 4.2 million passenger movements, but it was built in the ’60s—we still do not have fully automated passenger lifts, and it is 2014. Thankfully, the work on that is now ongoing. First Capital Connect is doing a good job—its mobility teams help passengers with mobility difficulties up and down the stairs—but the lifts will be a lifeline for the disabled and the most vulnerable in our community. The station is also being refurbished, and bits of it will, I hope, open in the next few months.

There has been a huge range of improvements, but one of the main concerns of my constituents remains the simple fact that we pay only for our journeys. No matter how long the journey takes, the ticket does not entitle us to a seat on the train. It just entitles us to go from Stevenage to London, or to Hertford, Watton-at-Stone, Cuffley or Enfield. We pay for the journey only. As my hon. Friend the Member for Enfield North said, it feels like there are very few ways in which constituents and passengers can get their points heard by the train operating companies because the franchises last for so long. The debate is opportune because the franchise is due for renewal in September this year. Like my hon. Friend, I would dearly love to see a Minister introduce to the franchise a passenger satisfaction obligation to ensure that passengers’ voices are heard, so that if there are problems, they can take direct action.

I am the chairman and co-founder of the Stevenage and Knebworth rail user group, which is why I know so much about class 365 and 313 carriages. I must add that that is not through choice, but because I have had to learn about what happens in our area. Only a week or so ago, First Capital Connect put 40 newly refurbished class 365 trains on our line. The trains are cleaner and have improved. There is a balance between the passenger experience and what happens going forward.

[Stephen McPartland]

I do spare a thought for my hon. Friend’s constituents. Many of my constituents travel to Hertford and use those carriages when they get to Finsbury Park and other places. The point I was trying to make is that there has been some progress. I think that First Capital Connect is doing a relatively sound job.

[Mr Charles Walker]

I promise that this will be my final intervention. As my hon. Friend knows, First Capital Connect is full of civilised, approachable people. That is why I am so disappointed that it has tolerated a failing train service for too long. Its people are better than that. I hope that this debate is a call to arms to our rail company to up its game and deliver to its potential.

[Stephen McPartland]

I completely agree with my hon. Friend. Since just before Christmas, the service has become intolerable. Although it improves on some days, on others it does not. I would like First Capital Connect to see the meetings that we have had and this debate as a means of moving forward, getting to grips with Network Rail and delivering on some of the improvements that it has told Members it will deliver. The way to move the issue forward is to insert into the franchise a passenger satisfaction obligation. That would allow us all to hold train operating companies and Network Rail to account.