Customer information regarding short formed services

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Over the last few months there have been occasions when some trains have operated with fewer carriages than usual on the routes from Colchester, Witham, Chelmsford and Southend into London.

The issues were initially due to the damage caused to some of our commuter trains by the severe weather conditions in late February and early March. We fixed those faults as soon as we could, though we were hampered by a key supplier going out of business. The fact that we had hired an extra 20 commuter trains last year, to provide more capacity and service resilience, helped us avoid an even more difficult situation.

We then experienced some teething troubles with our fully refurbished commuter trains. We have brought our supplier’s engineers over from Germany to fix that problem and the software upgrade they developed is being rolled out.

We're sorry if your journeys were affected by this problem and we’re pleased to report that we are now starting to see an improvement in the availability of those trains, so most services should now have the planned number of carriages. We are committed to maintaining that positive trend in the weeks and months ahead.

We will also continue to invest in further reliability improvement initiatives for our existing trains, in advance of the benefits the new trains will bring, when they are introduced during the period from the middle of 2019 to the end of 2020.