. David Statham Managing Director

What you told us - Passengers priorities for improvements in Great Britain PASSENGER PRIORITIES

1.Value for Money and New Fares New fares offering value for money Introducing more discount fares for off- peak (including web-based advance fares) Working with TfL to: Extend Oyster to Dartford and Swanley Introduce Oyster as payment for high speed journeys between Stratford and St Pancras 3

1.Growing our Business Full revenue risk - no revenue support Brand development A real focus on marketing Development of customer relationship management Promoting off-peak fares Destination and event-based promotions Partnership marketing PR campaigns to enhance reputation 4

1. Value for Money Progress to Date Progress since October Marketing Campaigns Promotion of GroupSave product 25% off many off peak fares booked through our website (still live!) January Pricing Average fare increase = 2.2% (less than RPI) Super off peak fares freeze Extension of super off peak fares to cover most of Kent and East Sussex Coming soon…. Web-purchased Advance Fares Oyster PAYG to Dartford both targeted for Spring 2015 Southeastern announce planned improvements for next year and rail fare cuts - but not for commuters By Sevenoaks Chronicle Posted: December 05,

2. January 15 Timetable Improvements Timetable and service improvements Increased high speed peak services creating extra capacity Additional evening and weekend Metro services to Victoria Additional fast Hastings service Direct off-peak services between Maidstone East and Canterbury West New peak services between Maidstone East and Blackfriars 6

3.Punctuality and Reliability Infrastructure improvements Infrastructure currently accounts for 70% of delays Removing speed restrictions Better performance in autumn and winter A focus on London Bridge Critical assets Southeastern improvements More reliable trains An improved timetable Working together with Network Rail Joined up planning Shared technology 7

3. Performance Progress This Year: Adhesion treatment train delivery best ever – 95.8% of network treated daily by RHTT or MPV compared to 89% in 2013 and 84% in station over runs this year compared to 30 at same stage last year. Network Rail have reduced speed restrictions caused by last year’s storms and landslips from 29 to five. Network Rail have worked steadily to improve the resources employed in their London Bridge Maintenance Delivery Unit – closing a 29% vacancy gap down to 7% since April Southeastern’s fleet performance, measured in Miles per Technical Incident, has risen in all fleet types except 376 units. Southeastern and Network Rail are working together to co-ordinate Land Railway Enforcement Officer and Land Sheriff activity to reduce acts of vandalism affecting the railway. Southeastern has responded quickly to put in place timetables to work around cracked crossing issues at Crayford Creek and Lewisham to minimise disruption to other services. 8

4. Better Information To Passengers Transformed technology and information Ipad tablets for drivers, onboard and gateline staff to ensure better access to service information 20 new customer information screens at key stations Improvements to the Southeastern website and mobile journey planning app ‘On Track’ 9

4. More Staff To Help Our Passengers Additional staff Over 100 additional staff within the first four months of the franchise: Hiring and deploying 75 extra gateline employees New post for Thameslink Programme communications 29 additional employees at Cannon Street for the extended opening hours Additional people at key stations during major timetable changes to provide information and assistance to customers 10

4. Passenger Information Progress to Date The Southeastern Customer Information System (CIS) was connected to Darwin during late October bringing consistent information to passengers no matter what channel they are using. Southeastern is the largest Train Company to date that has been connected On Twitter, Southeastern now has a 24/7 presence with overnight replies coming directly from the Kent Integrated Control Centre (KICC) Recruitment underway to increase the information team within the KICC, which will bring the operation of Twitter “in-house” 24/7 by the end of the year ensuring that information provision is at the very heart of our network Over 100 new staff have joined the company since October, more than half of these will be based at our stations, providing our passengers with information & assistance – most importantly with the Thameslink work and the changes at London Bridge in January Automatic Ticket gates now in operation for significantly longer. 11

5. Transparency & Community Partnership Data transparency Publishing Public Performance Measure Data by line of route Quarterly environmental performance report Publishing Customer Service Engagement Strategy and six monthly customer report Greater investment for strengthened partnerships and green initiatives Increased funding for Kent Community Rail Partnership Expansion of the City Safe Haven scheme Principle Transport Partner for the CitySafe scheme Introducing new measures to enhance green credentials, including solar panels and biomass boilers. 12

6. An Improved Travelling Environment Improved stations Investing a further £4.8 million in station improvements Deep clean all stations by 2015 Upgrading long-line information systems Enhancing the Eyewitness and CCTV monitoring service 63 additional ticket vending machines Ticket gates at Staplehurst and Swanley Enhanced trains Extensive interior refresh to 112 Electrostar trains Improving accessibility on 190 Networkers 13

6. Station Enhancements: CIS upgrades commenced to Tonbridge – Hastings and Medway Valley Line (by June 2015) New CIS screens with extra line for more information in one screenshot with ability to override with Special Notices during service disruption All stations to have local PA equipment in the ticket office next to the staff All stations to be linked to the Long Line Public Announcement system Stations are: Wadhurst, Etchingham, Stonegate, Frant, Robertsbridge, Crowhurst, Harrietsham, Hollingbourne, Barming, Otford, Bat and Ball, Cuxton, East Farleigh, Wateringbury, Yalding, Halling, Swale, Deal, Sandwich, Dunton Green, Kemsley and Queenborough Crowhurst Station 14

6. Station Improvements: Deep Cleaning – all stations by September 2015, followed by all stations repainting scheme by October

7. London Bridge - What we are doing We are completely rebuilding London Bridge station and realigning the track in the approach to the station Why To provide a new station with more space, better facilities and step free access from the same street-level concourse to all platforms To allow more trains to travel through central London To provide passengers with greater connectivity to more destinations To improve punctuality and reduce delays as trains are held outside London Bridge waiting for a platform. To help provide more reliable journeys 16

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7. Thameslink Programme Leaflets, posters, infographics, walking maps 29 additional Meet the Manager sessions Leafleting at stations Media including tours to London Bridge Announcements at stations and on trains Information screens at stations Passenger letters, s and texts Briefings for local authorities and rail user groups 18

An exciting future… New franchise contract brings major opportunities and challenges over the next 3-4 years Significant benefits for passengers, shareholders and taxpayers 19

Q&A 20