Minutes of the meeting held on 6 February 2012.

The Minutes of the last meeting held on 6 February 2012 were agreed as a correct record.

Matters Arising

Crime and Anti-Social Behaviour (Clause 2 refers) - Dominic reported that data on fare evasion statistics had been received, which confirmed a higher level of evasion on bus route 86.

This is an opportunity for Operators to raise any issues with the Council regarding this subject.

Representatives from the Community Safety Services were unable to attend the meeting. 

• Monitoring Report – January to March 2012 (Quarter 4)

John Geary, SERCO - Docklands Light Railway, advised that DLR’s overall performance for customer satisfaction was above target in mid/high 90’s; staff performance was rated at 89%, as extremely satisfied, very satisfied or satisfied.

John advised on the various initiatives around customer services, including Station Agents at Canning Town and other key locations.

In response to queries raised at the last meeting, John reported that the Daisy Screen at Canning Town was now fully functional.  John apologised for the length of time taken to rectify this.

Members made the following comments:

• Stratford International to Beckton line statistics; not included on the briefing.  John agreed to rectify this for future meetings.
• Slowing down of the service on the Beckton line during the Olympic Stadium test events on 5 May. John undertook to look into this.
• London Underground staff at Canning Town not advised of DRL early morning cancelations.
• No gateline directions on upper and lower floor platforms at Canning Town.
• Demand for services on North Woolwich.
• Rush hour priority given to Lewisham Branch. John explained that the timetable has been built to meet demand and was ‘a balancing act’. Significant investment has been placed along all routes by DLR/TfL which had successfully increased capacity.  He added that DLR is now performing to its highest reliability, with customer satisfaction figures as the second best in London.  John undertook to pass on the Liaison Groups comments to TfL.
• Members requested a statistical breakdown of demand from the last three months.  John undertook to supply this for the next meeting.

John accepted that the signage at Canning town was not good enough, and said that this is currently being reviewed and would be replaced before the Olympic Games.

John reported on the success of the testing programme during the Marathon weekend.

Decision

Noted

ACTION: Stratford International to Beckton line statistics to be included on future briefings. (John Geary)

• Presentation from Abelio (Greater Anglia)
• C2C Performance

The Liaison Group received a presentation from John Denby, Head of Corporate Affairs at Abellio, which highlighted:

• Commencement of franchise, effective from 5 February.  Contract for 2 ½ years.  Second franchise opportunity for a 15 year term.
•  Abellio’s delivery of services in Manchester and Merseyside
• Improvements – including 140 additional staff, IT allocated to staff and Oyster extension.
• Metro Service – best service on the franchise.
• Customer Panel

Members made the following comments:

• Disappointment that the trains will not be upgraded.  John explained that the Metro trains were upgraded by National Express, by the previous franchise holders. He added the trains will be replaced as part of the Crossrail development.
• Overcrowding - John said that the best opportunity would come form the Crossrail development, as the current service uses all available platform space.  He confirmed that there would be no reduction in services, as previously implied.
• Councillor Thomas questioned the ‘free refreshments’ offered to First Class customers.  John explained that facility would only be offered on the long distance journeys; there are no first class services on the Metro Line.  He added the First Class tickets sales allowed more investment to be put back into the trains.  He accepted that there were capacity issues and stated the best way to gain major strategic investment was to lobby the Government, the Department of Transport, Crossrail and TfL.  The optimum time would be at the beginning of the new franchise discussions.

John undertook to pass on the Liaison Group comments.

Dominic also suggested the Abellio considered maximising their current assets with better branding, and requested further information on the new Information kiosks at Stratford station.

John also mentioned the likelihood of Lea Valley and Crossrail II programmes.

In response to a question on cable theft, John advised that there had been a reduction in the loss of cables over the last 3 months, new legislation for higher penalties and regulations around metal theft, should see a reduction in the market and lead to fewer incidents.

Dominic discussed the Maryland Station closure during the Olympic Games.  He advised that the station would re-open during the Paralympics, and suggested publicity, including TfL website to correct the error.

Decision

Noted

ACTION

John Denby to refer members’ comments.

• Route Results for the London Boroughs 4th Quarter - 7 January - 31st March 2012

The Group received the London Buses quality of service indicators for the fourth quarter 2011/12, period 7 January – 31 March 2012.

Dominic reported that route 147 had recently voted as East London worst bus route.  Representatives from Stagecoach reported that the overrun of road works relating to the Crossrail development had caused numinous delays.  This was due to the water mains problem.  The meeting was advised that the road works would be completed by 6 June.

Councillor Gangadharan expressed her concern that the 376/300 Bus extension to Burges Road would not be implemented due to ‘serious financial implications’ to re-route this service. Dominic explained that TfL have limited resources; Burges Road was not considered the highest priority for Newham. He added the there are good services on the nearby high street.

Councillor Gangadharan said that Youssef Cockbaine, former TfL representative, had promised to attend a meeting with local residents.  Dominic undertook to look into this.

Dominic feedback from his meeting with Leon Daniels, senior TfL official regarding bus services to local hospitals. Mr Daniels agreed to look into Newham specific issues, particularly with services to Whipps Cross hospital. 

Members made the following comments relating to bus services:

·  Albert/Factory Roads – since the diversion, drivers not leaving sufficient space to allow cars to overtake safely.

·  Removal of the bus stop in Major Road. Stagecoach representatives advised that all routes around Leyton and Walthamstow had been severely affected due to road works to the footway bridge; route 97 had regularly been delayed by 40 minutes. Members requested that the bus stop be re-sited north of the Angel Lane Bridge.

·  Stratford delays and diversions impact on Plaistow area; often no notice given.

·  Countdown signs – now throughout the Stratford area.

·  Incidents of the 147 bus drivers driving unsafe.  Representatives from Stagecoach advised that disciplinary action would be taken against any driver proved to be breeching the rules and driving unsafe.  He added that safety and comfort are paramount on all services. CCTV cameras are also fitted on all buses.  They asked members to forward evidence to support any complaint. 

·  Buses to the Cable Cars and Pleasure Gardens – Dominic reported that Greenwich have 9 bus routes south for the Cable Car.  He was disappointed that TfL was of the opinion that no bus routes were needed on Newham side.

·  No Countdown services at the bus stop Ron Leighton Way (behind Primark).  Dominic undertook to look into this.

• 86 routes often overcrowded due to passengers congregating at the middle on the bus, when there was availability on the upper desk and at the back of the bus. Members asked that the drivers be more assertive and ask passengers to move down the bus.  Stagecoach representatives explained that there were on board announcements and that they wished to avoid possible confrontation and/or delays to passengers. 

Decision

Noted

ACTION

• Customer Charter Performance Report - 1 to 28 April 2012 (Period 1)

 The Liaison Group noted the Customer Charter performance report.

Decision

NOTED  

• Performance Report – Period 13

The Group received the update from Ashok Nanu outlining the latest line performance and the top five most disruptive causes.  The briefing paper also included details of planned closures for the next six months.

Ashok referred to performance report and the summary of London Underground performance targets – customer satisfaction rate of 80%, which they considered exceptional.

In response to a comment from Councillor Virdee regarding notification of signalling problems to other partners, Ashok explained that the Central Operation Centre, as featured on the recent TV documentary the Tube, communicated across the various tube lines and services.

Councillor Thomas commented on London Underground safety procedures and mentioned the recent Jubilee Line breakdown, where passengers were held underground for several hours and had to be transported out via the tunnels.

Councillor Thomas questioned how London Underground would evacuate passengers with mobility issues at similar events.  Ashok advised that there were safety plans in place for every eventuality.  Emergency teams will be running an enhanced system during the games.

Decision

Noted

• 1 October 2012
• 3 December 2012
• 2 March 2013

The Liaison Group noted the following dates of future meetings:

• 1 October 2012
• 3 December 2012
• 2 March 2012

The Chair announced that this was Dominic West’s and Bob Turner’s last meeting.

Members joined the Chair in thanking Dominic and Bob for their support to the Liaison Group and wished them well for the future.