Service quality report

Greater Anglia publishes a report below covering the Service Quality Standards detailed in the Rail Passenger Rights and Obligations (PRO) Regulation. This Service Quality Report covers the year 2020-2021

Minimum Service Quality Standard

Report content Results/Information
Information and Tickets

Provision of travel information during the journey

Customer survey showed 79.4% satisfied
Information and Tickets

How requests for information are handled at the station

Customer survey showed 79.5% satisfied
Information and Tickets

How information about train schedule, tariffs and platforms is provided

Customer survey showed 80.9% satisfied
Information and Tickets

Ticket buying facilities

Customer survey showed81.5% satisfied
Information and Tickets

Availability of staff at the station for information provision and ticket sale

Customer survey shows 78.2% satisfied
Information and Tickets

How information to disabled people and persons with reduced mobility is provided

Customer survey showed 78.3% satisfied
Punctuality of services and general principles to cope with disruption to services a) Delays Overall average delay of series in % per category of service (international, domestic long-distance, regional and urban/suburban View performance breakdown by route

Punctuality of services and general principles to cope with disruption to services a) Delays

% delay at departure View performance breakdown by route

Punctuality of services and general principles to cope with disruption to services a) Delays

% delay at arrival (of which): View performance breakdown by route

Punctuality of services and general principles to cope with disruption to services a) Delays

%delay of less than 60 minutes View performance breakdown by route

Punctuality of services and general principles to cope with disruption to services a) Delays

% delay of 60-119 minutes View performance breakdown by route

Punctuality of services and general principles to cope with disruption to services a) Delays

% delay of 120 minutes or more View performance breakdown by route
Punctuality of services and general principles to cope with disruption to services a) Delays
% of missed connections with other train services Information not available
Punctuality of services and general principles to cope with disruption to services b) Disruptions Existence and short description of contingency plans and crisis management plans View contingency plans and Crisis Management
Cancellation of services Cancellation of services as part of all services in % per category of service (international, domestic long-distance, regional and urban/suburban) View performance breakdown by route here
Cleanliness of rolling stock and station facilities (air quality in carriages, hygiene of sanitary facilities etc.) Cleaning intervals Interior: daily stabled, periodic and turn round cleaning. Exterior: wash plant activity and manual periodic exterior cleaning.
Cleanliness of rolling stock and station facilities (air quality in carriages, hygiene of sanitary facilities etc.) Technical measurement for air quality (eg level of CO2 in ppm) 755 and 745 have a TCMS alert should levels drop too low, There are 37 clean air cycles per hour. 720's have a CO2 set point. Class 379's approximately 5 air changes per hours, which equates to approx :1200 m3/ hr (12m3/hr / passenger) fresh air
Cleanliness of rolling stock and station facilities (air quality in carriages, hygiene of sanitary facilities etc.) Availability of toilets Details of train toilets out of use derived from information held on InforEam and or Alstom software.
Customer satisfaction survey Punctuality of trains No NRPS during this period
Customer satisfaction survey Information to passengers in case of delays No NRPS during this period
Customer satisfaction survey Accuracy and availability of information on times/platforms No NRPS during this period
Customer satisfaction survey Consistently good maintenance/excellent condition of trains No NRPS during this period
Customer satisfaction survey High level of security on train/in station No NRPS during this period
Customer satisfaction survey Cleanliness of inside of the train No NRPS during this period
Customer satisfaction survey Provision of useful information throughout the journey No NRPS during this period
Customer satisfaction survey Response times to information requests at stations No NRPS during this period
Customer satisfaction survey Availability of good quality toilets on every train. No NRPS during this period
Customer satisfaction survey Cleanliness and maintenance of stations to a high standard No NRPS during this period
Customer satisfaction survey Accessibility of stations and trains Information all available online https://www.greateranglia.co.uk/accessibility 
Customer satisfaction survey Assistance provision to disabled persons and persons with reduced mobility Information all available online https://www.greateranglia.co.uk/accessibility 
Complaint handling refunds and compensation for non-compliance with service quality standards

Procedure in place

Complaints Handling Procedure. https://www.greateranglia.co.uk/about-us/our-performance/customer-compla...
Complaint handling refunds and compensation for non-compliance with service quality standards Number of complaints and outcome Total Complaints Closed 2020/21 (P1-13) - 7669.
Complaint handling refunds and compensation for non-compliance with service quality standards Categories of complaints

Top 5 level 3 complaints for 2020/21 (P1-13). Number of complaints in brackets:

1. Ticketing and Refunds Policy (1479)
2. Punctuality/Reliability (1419)
3. Facilities on board (1344)
4. Attitude and Helpfulness of Staff at Station (434)
5. Ticket Buying Facilities - Other (392)

Complaint handling refunds and compensation for non-compliance with service quality standards Received complaints Total Complaints Received 2020/21 (P1-13) - 7655.
Complaint handling refunds and compensation for non-compliance with service quality standards Processed complaints

Annual figure for 2020/21 (P1-13):

% Complaints responded within 20 days - 99.96%
% Complaints responded within 10 days - 99.39%
% Complaints responded within internal target (Also 10%) - 99.39%

Complaint handling refunds and compensation for non-compliance with service quality standards Average response times Average resolution time for complaints for 2020/21 (P1-13) - 1.53 days
Complaint handling refunds and compensation for non-compliance with service quality standards possible improvement action undertaken See attachment 'Section E'
Assistance provided to disabled persons and persons with reduced mobility Assistance procedure in place GA Supports the national Passenger Assist scheme and provides assistance at stations and onboard where conductors operate. Further information available at https://www.greateranglia.co.uk/accessibility 
Assistance provided to disabled persons and persons with reduced mobility No of cases of assistance per category of service (international/domestic long distance, regional and urban/suburban)

4519 cases of booked assistance in the period which is 88% down on the previous year.