Does nobody care about passengers?

The following is the text of the letter received by SMART  at the end of January from Northern Rail customer relations team in Leeds

Northern Rail logo

Northern Customer Relations

FREEPOST RLSL-ABEC-BGUU The following is th

First Floor, The Travel Centre

City Railway Station

Leeds

LSl 4DY

Our reference NR/89391 29 January 2010

Fax 01132479059

Email: customer.relations@northernrail.org

Dear Mr Bowers,

Thank you for your further correspondence, which I received recently.

I am sorry for the confusion that has taken place I have once again made further investigation into this matter and can confirm that the same problem that has occurred on the Penistone Line is occurring on the Colne Valley line.

Unfortunately the announcements on this line have not been good from the point that we took it over from Transpennine ExpressWe are certainly looking to produce a more reliable and robust system for all routes that we operate.

As you are aware a lot of time has been spent with outside organisations to try and resolve this ongoing problem which is still occurring.

I am sorry to say that I have no further updated information to share with you regarding this problem, but to once again assure you that we are dealing with the problem.

Thank you again for taking the trouble to contact me.

Yours sincerely,

Terry Sheppard

Customer Relations

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Northern Trains go Phantom up the Colne Valley

Where were you when the train went by?

Were you one of the 40 odd people left standing on the platform at Slaithwaite at 08.15 on the morning of 9th February?

How did you feel as you watched the train go straight past the platform with no sign of stopping?

There can be few more annoying things in life that watching the train you were supposed to catch to get to work on time, sail through the station without so much as bye your leave.

There can be few excuses for missing a station, after all it is the one thing that a driver is supposed to be looking out for.

Let us hope that Northern will offer all those passengers an unqualified apology and undertake to ensure that this does not happen again. Meanwhile perhaps the multi-national company will get round to repairing the train information system, now out of action for nearly 6 months.

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Smart News: February 2010


SMART continues to press Northern to give passengers information about the passage of their trains through the valley. Fortunately they have been relatively reliable in recent months and certainly over Christmas and New Year period have been very good in running transport services.

We have had several letters back from the Northern Customer Relations office in Leeds purporting to explain why there are no announcements. Unfortunately the last letter was merely a copy of the letter they had sent to similar sufferers on the Penistone line and had no relevance to the Colne Valley.

The news that the managing director of Northern was awarded the OBE for her efforts in running Northern Rail as greeted with derision by the local newspaper. Rumour has it that the managing director is now going on to run a water company. A search of the Northern Rail website reveals no mention of the award to their director.

The commentator on the local newspaper, The Huddersfield Examiner was not terribly impressed by the award,

“ For there among the names is M, of Holmfirth, who has been made an Officer of the British Empire for her services to the rail industry in her role as managing director of Northern Rail.

Now, I’ve never met Mrs M or had any direct dealings with her, but I have been on her trains.

Her awful, awful trains.

Those rickety 1980s vehicles which connect Huddersfield – after a fashion – to Manchester via Slawit and Marsden and to Sheffield by way of Honley and Denby Dale.

Those trains, so ancient that the conductor has to open the doors manually at each station. Those trains, so poorly looked after they are frequently strewn with rubbish.

The only good thing I can say about taking a Northern Rail train is that it gives you plenty of time to enjoy the beautiful Yorkshire countryside. There’s no question of rushing past any of those nice hills.

I’ve no reason to believe that Mrs M is anything other than a decent human being who gets up every day and tries to do a good job.

But the fact remains that her trains are a running insult to the fare-paying public of Huddersfield.

And yet, Mrs M is to be honoured for her services to the rail industry.

Ask the punters on the 17.30 from Huddersfield to Manchester Victoria if she deserves her OBE. I think I know what the answer will be”

The struggle to restrain the destruction of the shelters at Slaithwaite continues unabated. SMART has attended two meetings with British Transport Police based in Leeds and has raised the issue of the continuing vandalism. The police have insisted that they can identify the graffiti artists by their unique signatures, but despite supplying them with information the destruction continues. Possibly the new Youth Centre in Slaithwaite may give some of the vandals an alternative.

Passengers can contact the British Transport Police on the following number

Emergency: 0800.405040

Non emergency: 0113.247.9710

FoSLS. The “adopt a station” group in Slaithwaite has negotiated a substantial grant from the west Yorkshire Criminal Justice Board for planters to be placed on the Platform 2 approach. A newly commissioned bench will be placed on the site o0f the former bicycle lockers next to platform 1.

There will be a launch of the project on Monday February 15th at 12.45. For more details please contact Jean on 01484.846441.

Smart is trying to come to terms with the possibility that the government will award 22 year contracts to rail operators in the next round of franchises which begin in about 2 years time. Whilst many in the rail industry have argued with considerable justification that Train Operators (TOC’s) are unable to invest adequately in rolling stock and infrastructure under the current 7 years franchise. They are too short a period for them to repay capital invested and obtain an adequate return, some might think that another 22 years of Northern Rail is a less than perfect solution to public transport needs.

Tony Bowers

February 1st 2010

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When is the next train due?

The following is a copy of the letter we sent last week to Northern in Leeds. We have also mailed METRO in the hope that they might be able to persuade the company to do something.

Terry Sheppard,

Customer Relations Officer,

Northern Rail

PO Box 208

Leeds LS1 2BU

28th January 2007

Your reference:

Dear Mr Sheppard,

Shortly before Christmas , we received a letter from your office in reply to a letter sent to your former managing director regarding the lack of train information announcements at local stations.

We wrote to Ms Mottram after every attempt to gain useful information from a number of senior personnel in Northern Rail about the failure to provide even the most basic travel information.

After a delay of some 3 months, the service was restored shortly early in December. But this restoration only lasted a matter of weeks, and come Christmas any information service was again denied to passengers travelling from stations in the Colne Valley.

We would be grateful if you will let us know when passengers may expect to receive an information service, if only of the most basic kind, that will let us know when trains are likely to appear, if they are delayed, or if they are cancelled.

During the earlier denial of service, one of you staff posted a notice to instruct passengers to use their mobiles. We have triedn this recently in desperation, after standing for ten minutes in the freezing cold, only to be told that there are no operators available. The alternative service is too complicated for many to operate.

We have heard from other sources that there have been similar problems with the Penistone line. Given this multiple failure by your company to provide this basic service, we believe that the public are entitled to an explanation of your failure to perform.

We look forward to your response at an early date

Yours sincerely,

Tony Bowers

Chair

CC David Stopher at West Yorks Metro

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