South Eastern Rail Franchise

Debate between Tracey Crouch and Robert Neill

Tuesday 27th November 2018 Westminster Hall

[Robert Neill]

That is absolutely right. A number of us have raised these issues in the past, and we raise them today because the franchise is due for renewal. It was consulted on in 2017 and is due for a decision imminently.

My constituents are deeply concerned that we will simply get more of the same. I have said publicly, and I have said it to his face, that the Secretary of State missed an opportunity to shake up the franchise when it was re-let on its current geographical basis. I believe, as do many of my constituents, that there is an inherent tension between the needs of those commuter trains that come up from the coast and those that are part of the London metro service, where they are fulfilling a function similar to that of the tube. It is very difficult to reconcile the inevitable conflicts between the two in the current configuration of the franchise.

[Tracey Crouch (Chatham and Aylesford) (Con)]

I am a Member of Parliament who represents one of the areas where the train comes up from the coast. Along with colleagues from Maidstone and the Weald and Tonbridge and Malling, I have significant concerns about the amount of house building going on. The train service infrastructure is not necessarily there to support that. Does my hon. Friend agree that when a commuter is paying more than £5,000 a year to get into work in London, they expect the service to match the cost?

[Robert Neill]

That is absolutely right, and I have total sympathy with those further down the line. Investment has not matched capacity. The few trains that come up from the coast and stop at somewhere such as Bromley South are crowded by the time they get there. Despite the promise that the London Bridge rebuild would solve the congestion, it has not, and all too often, it is necessary, for whatever reason, for the signalling arrangements to let trains from the coast go through, sometimes not full, while people are sitting on commuter metroland trains that are absolutely rammed. That is not working for anybody. We also frequently get points failures in that first six miles out of London, and that affects everybody who uses the network, however far they are going.

It is no exaggeration to say that I could probably fill the whole of this half hour by reading out emails, tweets and messages from social media sites that I have received since this debate was announced. I have had scores and scores. The numbers are perhaps exaggerated this time because of the publicity, but it is more or less a normal arrangement for me. There is not a day on which I do not see some complaint or other about some failing on the trains.

I commute up every sitting day from Chislehurst and I see it myself. I got the 8.09 from Chislehurst today. That is supposed to be a service of about 25 minutes, but I allow half an hour, to Charing Cross. That is not what it is supposed to be, but nobody expects these trains to run exactly to time—that is how bad it is. It is an exception if it runs to the minute. As it was, we arrived at 8.55, so it took nearly three quarters of an hour. My maths is not brilliant this afternoon, and I will be generous, but that is a 30% or 40% increase on what the journey time is supposed to be. That is not an exception; all too often, it is the norm.

Constituents say to me that they like the area, but are seriously thinking of moving because the trains are unreliable. As the hon. Member for Erith and Thamesmead (Teresa Pearce) said, that is compounded by the failure to invest in stock. Short train formations are a regular bane on both my lines and those going into north Kent, which creates serious overcrowding at peak hours. There is also pretty poor communication in terms of making people aware of last-minute cancellations and changes. The one shining light of Southeastern is the quality of the station staff at our local stations. I have found every one of them to be absolutely excellent; they really do their best and are well linked into the communities they serve. It is not their fault. It is a case of lions being led by donkeys, as far as the operation of the franchise is concerned. They deserve better leadership and could do with better investment in some of their stations. They have to bear the brunt of the frustration of passengers who pay a lot of money and are simply not getting the service they are paying for.

The issues have been well documented. The Department conceded that the number of responses to the consultation on the proposed renewal of the franchise was “unprecedented”. It is not surprising, given the amount of anger and angst. There are assurances that the new franchise documents will meet the concerns and that they will be taken on board. People’s trust is running pretty thin. The Minister is new to his post, but trust in the Department is running thin as well, as is trust in the regulatory apparatus and the operator. We were told that there would be much more joint working. The reason given for not redesigning the franchise and putting the metro services into Transport for London was that the Secretary of State wanted to bring train and track together. Although there have been efforts at joint working and there is a joint board, in practice what I seem to get is senior managers from both sides coming and giving me their excuses together rather than separately. I am not sure that it makes much difference to my constituents on the platforms.

There are some pretty blatant examples beyond the daily grind of cancellation and failure. When I was sitting on the train waiting to get into Lewisham about 10 minutes behind time, I had a tweet from one of my constituents, Tommy, who is known to Network Rail because it tried to block him once, because it did not like the fact that he was calling it out for the errors that it was consistently making. He tweeted about three trains delayed in the Lewisham area. He was spot on. That was because they had all been held to allow a late-running Dartford train, which was already behind schedule, to come through. Owing to the way it was operated, there were now four trains behind schedule. Clearly, that joined-up working is simply not happening.

We have had other errors on basic things such as timetabling. A lot of my constituents travel from Bromley North and Sundridge Park, then change to the mainline at Grove Park. That is a busy station, because even trains that start from Orpington are pretty full by then. The timetabling means that often people have one or two minutes to get from one side of Grove Park station—it has about four mainline tracks plus a baby platform stuck on one side—to the other. It is a very short period for people to have to go up a lengthy walkway and then on to a footbridge. That is assuming that the mainline trains run to time. When they do not, the shuttle service leaves without people. People either run—and sometimes slip, as I have seen on the footbridge—and pile on to an overcrowded train, or else they are left hanging around for perhaps half an hour until the next shuttle returns.

Local MPs and I have repeatedly raised the issue of timetabling. Time and again, I have said, “Why can you not align the timetables properly on the Grove Park branch?” but nothing has ever happened. Only three stations can be saved on the app’s dashboard, yet most people would like to have a choice of which London terminal they go from if there are going to be problems. That has been raised time and again with the most senior level of management. They say, “That’s an interesting idea,” but nothing ever happens.

About a year ago, there was a scandalous incident that ended up being investigated by the rail safety authorities. Just before Christmas, about half a dozen trains were stranded for up to four hours in the Lewisham area, affecting both sets of lines. There was very heavy snow and there were poor weather conditions—I accept that the central rail form of electricity on that line is particularly susceptible—but there was a complete failure to rescue people from the trains in any decent time, as my constituents regularly point out to me. A plan was supposed to be put in place to get people out of those trains—it should have been activated within an hour and got people out within two—but it failed. We had people sitting on those trains for five to six hours with no power.

One might think that something would have been done about that after the report was published by the Rail Accident Investigation Branch, but my constituents remind me that there have been another four incidents of people being stranded for two hours or more. The basic procedures for getting people off delayed trains are still being ignored—there is no other word for it. That seems to be an extraordinary failure.

I could go on at length. An excellent councillor for Bromley Town, Will Harmer, has just tweeted me. He says of the Grove Park scenario:

“Yes, it happened again last night. Train just left as the first person got on to the platform.”

How many times do people have to say that before it sinks into the minds of the people who run Southeastern trains? Another message reads:

“Thanks for raising this, Bob. The delay problems have been steadily getting worse. Southeastern trains have been getting away with murder.”

My constituent Alex Le Vey commutes, and he says:

“The service is getting worse—more overcrowding, more delays.”

Another constituent says:

“Trains are late almost every day. The 17.52”—

it goes down to the Medway towns—

“is 15 minutes late on average, and only on time 20% of the time.”

I mention that because managers, Department officials and Ministers often come out with statistics and say, “Actually, things are improving. Things are getting better. Statistics show that reliability has gone up.” That is not the lived experience of people on the trains and platforms. On the operation of Southeastern trains, I am inclined to take the view that there are

“lies, damned lies and statistics”.

Looking at that scenario, it is understandable that we have real concerns about the franchise renewal. We might well get the same operator or one very much like it.

Anchor Housing Association

Debate between Tracey Crouch and Robert Neill

Thursday 13th October 2011 Commons Chamber

[The Parliamentary Under-Secretary of State for Communities and Local Government (Robert Neill)]

I congratulate the hon. Member for Batley and Spen (Mike Wood) on securing a debate that is important both for general policy and for the specific concerns of his constituents. I also congratulate him on the careful and thoughtful way in which he presented his case. By responding on both those points, I shall endeavour to do the best justice I can to it in the time available.

I would like to start with the more specific issue of the position of Anchor. As the hon. Gentleman has rightly said, Anchor is a large provider—one of the leading providers of housing for older people. It has met those people’s needs for some 40 years, delivering a variety of products. As has been said, it is a registered charity, which makes it independent and non-profit-making. As the hon. Gentleman will know, it is responsible for making its own business decisions, so the scope for Government intervention is generally constrained by the law relating to charities. Equally, however, Anchor must adhere to Charity Commission guidelines and, as a private registered provider, to the guidance of the social housing regulator—the Tenant Services Authority.

As I understand it, and as the hon. Gentleman fairly set out, Anchor has come to a view about its involvement with Barnfield for the future and has set out options for the residents. Its preferred option is to find another provider to take this development on. Let us hope that that is the solution; it would be for the best, enabling Barnfield residents to remain in their homes. It is worth noting that Anchor will need to apply to the regulator for consent to do so. That will not remove the uncertainty that I appreciate is playing on the minds of the residents. If it is any comfort to the hon. Gentleman, I had a similar case with a much smaller charity in my own constituency before the general election. It had been going on for some time. I understand people’s feelings, because I met the constituents involved in that case.

Anchor is required to obtain the regulator’s consent before disposing of the property. It is up to the regulator to decide to grant consent, and it is normal policy to withhold consent for the disposal of property unless that disposal is to another social housing provider or to the tenants. There are some safeguards; one cannot prejudge any particular case.

In view of the hon. Gentleman’s comments, it is worth observing that the regulator also requires providers to engage in meaningful consultation with the relevant local authority and with tenants before seeking consent for a disposal. Housing associations registered with the regulator are also required to consult tenants if it is proposed to change their landlord or make a significant change in the management arrangements. The hon. Gentleman’s constituents might wish to consider that in the context of contact with the TSA.

There is also a regulatory requirement to have in place a procedure for dealing with formal complaints. If, having completed that process, residents remain unhappy, they have the right to raise a complaint with the housing ombudsman. It then becomes a matter for the ombudsman to deal with. Areas of maladministration that fall under the ombudsman’s remit include, for example, failure of a body to apply its own procedures, failure to comply with legal obligations or codes of practice, unreasonable behaviour, or having treated the complainant personally in a heavy-handed, unsympathetic or inappropriate manner. That might be relevant; I, of course, have to be independent.

That is the position, so it is worth reflecting on the fact that steps have to be gone through before a disposal can be taken. I understand that Anchor is contacting residents at regular intervals, and I hope that is the case. Obviously, the hon. Gentleman is closer to the ground there than I am.

The broader point is well made, given that we all get older. Whether I would be better qualified to be a Minister for elderly people by virtue of my greater experience in comparison with other hon. Members might have been the cause of some merriment. I believe we all want to maintain our independence and to keep our own home. I have an 87-year-old mother, and I know exactly what her view is.

[Tracey Crouch]

I recently initiated an Adjournment debate on older people in Westminster Hall, during which I drew attention to the acute pressure on housing for our older generation. Given that that pressure will become a great deal worse, will the Minister consider the constructive suggestion that some flexibility should be applied to the new homes bonus? That might well give developers an incentive to ensure that older people are catered for specifically in the future.

[Robert Neill]

That is an interesting idea, and this is not the first occasion on which I have heard it raised by my hon. Friend and by people in the sector. I will convey it, along with a number of other suggestions, to the Minister for Housing and Local Government, my right hon. Friend the Member for Welwyn Hatfield (Grant Shapps), who will consider what is the most appropriate action.

The complexity of the system often makes choices difficult, but the Government are helping by supporting the provision of information and advice. In May I announced funding of £1.5 million for FirstStop, which offers expert advice to older people, their families and their carers on housing and associated care and money issues. It is a national service, delivered in partnership with specialist providers and local partners. One of the coalition’s aims is to give people access to better information. “The Coalition: our programme for government” includes the commitment to

“help elderly people live at home for longer”,

which may involve their staying in the family home but may also mean a move to more suitable accommodation.

We must ensure that there is enough suitable accommodation, and to that end we have embarked on a number of policy reforms. We expect to deliver up to 170,000 new affordable homes between 2011 and 2015—an increase on our original estimate of 150,000, including 80,000 under the affordable homes programme. As was mentioned by my hon. Friend the Member for Chatham and Aylesford (Tracey Crouch), we have also introduced the new homes bonus, which is a much more transparent incentive. We want to ensure that local authorities have sufficient flexibility by “un-ring-fencing” funds in response to local needs.

We have announced that we will raise right-to-buy discounts to make buying more attractive to tenants who want to stay put. However, we are determined not just to fulfil residents’ aspirations for home ownership, but to ensure that every home bought under the right to buy will fund a new affordable home, over and above our existing plans. That, along with a number of other matters, will be included in the housing strategy. I am sure that the hon. Gentleman will take a particular interest in the way in which it deals with the sector that he has raised tonight.

We know that we must encourage the provision of a wide range of accommodation to suit the changing needs and circumstances of older people. The hon. Gentleman has made a number of thoughtful suggestions. As I have said, there are examples of good practice among charities of varying sizes, but we must nevertheless be alert to risk, and I think that the Charity Commission and other regulatory bodies provide the appropriate means of dealing with that. We want results that will ultimately benefit those receiving the provision.

I hope the hon. Gentleman will understand if I say that capping size is not necessarily the answer. What is important is ensuring that charities are responsive. My right hon. Friend the Minister for Housing and Local Government has expressed a desire to encourage greater transparency in the social housing provider sector as a whole, and I hope that that will deal with the hon. Gentleman’s specific points.

Question put and agreed to.