On track to 2026
Introduction from Richard McClean
In August 2014, Grand Central received official notice that our
application for an extended ten year operating contract had been
agreed by the Office of Rail Regulation. The new contract allows us to
continue running trains between London, the North East and Yorkshire
until 2026. This ten year extension means we are in a position to finalise
significant investment to improve our services and encourage future
economic growth.
In the latest National Rail Passenger Survey, 94% of our passengers told
us they are satisfied with the service we provide. In addition, recent
research by Passenger Focus into passengers’ relationship with the rail
industry showed that Grand Central is the most trusted long-distance
rail company in the UK, in terms of our day to day service delivery,
engagement, integrity and reputation. The long-term support of our
passengers and stakeholders is something we value very highly and we
endeavour to act with honesty and integrity at all times.
To build on our past success, we aim to invest further in our trains,
people and the stations we call at by listening to what our passengers
and stakeholders tells us. The investment will allow us concentrate on
things that really matter to our passengers, including improving the
reliability of our on-board facilities. We’ll also continue to work closely
with the local communities we serve, from highlighting local heroes in
our Community Champions Awards to supporting local initiatives.
It’s a very exciting time for Grand Central and we hope that you, our
passengers, stakeholders and supporters will tell us what you would
like to see over the next ten years. We’re looking forward to a bright
future – all aboard!
Kind regards,
RICHARD MCCLEAN
MANAGING DIRECTOR
Fleet
We’re beginning our investments early to get a head start on
improvements for passengers, with further refurbishment to our Class
180 fleet due to begin in early 2015. The fleet will be brought up to a
new high standard, with leather seats in First Class and improvements
across the Standard class carriages, toilets and vestibules.
Track Record
We’ll also be switching to LED lighting on board which, as well
as being better for the environment, will improve the reliability of
power sockets for charging mobile phones and laptops. Our on board
Wi-Fi will remain free for all passengers in both Standard and First
Class and we’re already making improvements to the usability and
speed of the Wi-Fi connection.
The HST train sets underwent the first two stages of a refresh
programme to upgrade the toilets, vestibules, buffet carriages, First
Class and Standard Class carriages. By the end of 2014, we will have
completed work to all areas including upgraded seating, carpets
and curtains. The leather seats and smart new look have received
excellent passenger feedback. New artwork has transformed the
buffet and our Standard class carriages will look better than ever with
new table-top games and artwork. The final stages of this work will
be completed shortly.
We have signed a lease with Angel Trains for a further five Class
180 trains which, along with our existing five Class 180s will be
seen on the rails from 2017. Having these additional trains in the
fleet will allow us to be more robust and flexible in terms of train
maintenance and capacity.
Over successive years Grand Central’s fleet went through major
upgrading and maintenance in order to improve reliability, customer
experience and diagnostics.
HST refresh
Improving the reliability of our fleet
In 2013, we entered into a partnership with Alstom to support our
Class 180 fleet. Alstom designed and built these trains and so are
ideally suited to help us improve their performance. Over the past
two years, this partnership has helped us to lower costs, quickly
gain access to parts and develop stronger links which has lead to
greater reliability. We also introduced new HST vehicle maintenance
instructions to bring our maintenance in line with best practice
within the rail industry.
Installation of remote diagnostics
This new system means that technicians at the depot can access
the on-board computer systems and diagnose faults, whilst the
train is still in service. This means less disruption for passengers
and great efficiency.
Passenger Satisfaction
According to a national survey that questioned passengers’
relationship with the rail industry, Grand Central is the most
trusted long-distance rail company in the UK.
The research by Passenger Focus investigated passengers’
trust in a train operators’ day to day service delivery,
engagement, integrity and reputation. Grand Central
received positive results in all three categories and
was the only rail operator to to receive a positive Net
Promoter Score – which means passengers are very
likely to recommend Grand Central services to a friend.
In addition, the latest National Rail Passenger Survey
revealed that 94% of Grand Central passengers were
satisfied, or very satisfied with services. The feedback
shows passengers are satisfied with the price of our tickets,
helpfulness and attitude of staff and the extra legroom
available as standard on our services.
Following previous feedback, we have made significant
improvements to how we handle delays, including
introducing a new Twitter feed and making a new social
media team available 06.00 - 22.00 to ensure that whenever
our passengers need us, we’re there to advise them.
Stations
Over the next twelve years, we’ll build on our previous station
investments by working with Network Rail, local authorities
and station facility owners to make further improvements at
the stations we serve.
We’d like to increase car parking capacity, as well as working
with public transport providers to improve overall station
access where we can. The communities along our routes are
at the heart of our business and so we want to ensure any
investment goes beyond our fleet.
Track Record
Mirfield Mural
The neglected underpass at Mirfield Station didn’t provide a
welcoming first impression to the town for visitors or inviting
experience for frequent travellers. Simon Reevell MP, Mirfield
Town Council, train operators and other local partners were keen
to improve the surroundings for passengers and so Grand Central
covered the cost of art supplies for the project. The mural has
transformed the underpass and provides a bright new welcome for
passengers. With plans to work closely with Northern Rail to invest
further in the station, we hope to improve access and customer
information. The Mirfield Mural is not only a great community
project but a positive step forward for the station and the town.
Northallerton and Eaglescliffe
Working with TPE, we invested towards the expansion of the car park
at Northallerton. It now provides 131 spaces for passengers. Working
closely with Stockton on Tees Borough Council, at Eaglescliffe, we
have already seen improvements to the platform surface, waiting
shelters, customer information screens, and the introduction of a
ticket office. By March 2015, the car park will be extended, bridge
access improved and a new shelter installed.
Station Ambassadors
Our award-winning Station Ambassador scheme grew out of
our desire to have a staff presence on the stations we serve
to make rail travel easier and more accessible for local people
and visitors to the area.
Ambassadors are voluntary representatives of Grand Central
who help passengers at stations on Sundays when booking
offices are closed and most disruption due to engineering
work occurs. Station Ambassadors work in pairs to provide
a warm welcome to visitors, assist passengers, and answer
queries about tickets, connections and local services.
In the North East, Station Ambassadors at Hartlepool and
Eaglescliffe offer a cheerful welcome. In 2014, working with
the Brighouse Business initiative we brought the Ambassador
scheme to Brighouse. In 2015, we hope to extend this
volunteer service to Mirfield in West Yorkshire and Thirsk in
North Yorkshire.
Our People
In December 2013, we launched a fourth daily service on the
West Riding route, giving passengers more choice of services
between London and Bradford. The new service has proved
popular and the hard work and dedication of those involved in
this launch has led to its success. We have recruited new staff to
man the trains, trained existing staff further and developed new
diagrams, rosters and shift patterns.
We moved to new larger premises in Sunderland following the
introduction of a fifth train service, which created seven new jobs.
The new home of our Sunderland depot includes a training suite,
management offices, meeting rooms, a mess room, kitchen and
changing rooms for staff.
We have developed a clear career path for Customer Service
Assistants (CSAs) who wish to become Senior Conductors.
As well as promoting several CSAs to Senior Conductor roles, we
have introduced a programme which gives staff the opportunity
to ‘step-up’ and act as Senior Conductors when required.
In addition, we recruited qualified drivers for both the Sunderland
and Bradford routes. The Transform Programme with Arriva UK
has recently been rolled out with members of our management
team to upskill and share good practice. We have also focussed
on the non-technical aspects of our staff development with the
introduction of Internal Communication Champions and a focus
on Health and Wellbeing.
Journey Growth
We have a seen a steady rise in year on year journey growth
across both our routes, with 24% in West Yorkshire and 9%
growth in the North East. This is great news for Grand Central
and demonstrates great economic benefits for the local economy.
Our range of Advance Purchase tickets gives passengers a wider
choice of affordable, direct rail travel.
Bradford
Sunderland
Halifax
Hartlepool
Interchange
Brighouse
Eaglescliffe
For Huddersfield
For Teesside
Mirfield
Northallerton
Wakefield
Kirkgate
Pontefract
Thirsk
Doncaster
York
Monkhill
London
Registered Office: 1 Admiral Way,
Doxford International Business Park,
Sunderland SR3 3XP.
Registered in England No. 03979826.