You said, we did

Tell us how to make your journeys better

Take a look at some of the improvements we've made thanks to feedback from customers. If you have any comments about things we’re doing well or how we can improve, we want to hear from you. Fill in our We’re All Ears survey or come along and speak to our managers at our Let’s Talk Events.

Our response to your feedback

At Tottenham Hale

Extra regular benches fitted on platforms 2, 3 and 4.

To reduce crowding the side entrance and exit will now be open more frequently.

Tottenham Hale station benches

Passenger Assist app

Feedback regarding the app not being compatible with non-UK phone numbers has been provided to RDG.

Motorcycle parking at Marks Tey

Following a customer complaint for motorcycle parking and a lack of spaces, we created additional locking facilities and a rack installed with signage to give customers somewhere to attach their locks.

Motorcycle parking at Marks Tey station

Disruption

The feedback we receive about disruption in the We’re All Ears survey is being fed into weekly reviews of incidents so that we can take on board customers suggestions and set up new processes to help us do better for customers during disruption.

This includes raising any concerns about rail replacement with the individual bus companies.

Clearer explanation of timetables

To make sure that customers are aware and understand new timetables, we were present at key locations during December handing out leaflets and answering questions about alterations to our service.

We also followed up with customers who requested this at our Let’s Talk event in September 2023 for their specific timetable queries over email.

Customers being told about Greater Anglia timetable changes

London Liverpool Street

Extra focus is being put on cleanliness particularly in the toilets by having weekly meetings with MITIE who carry out cleaning and maintenance to ensure work is being done to the standard we want for our customers.

London Overnight Return not appearing on app

This was brought to our attention and is now available for purchase on the app.