West Coast Stakeholder Briefing April 2015 Welcome

Introductions and Housekeeping Francis

Agenda 1010 How we are performing Patrick Verwer Route Matters Steve Fisher & Terry Oliver 1040 Infrastructure Update Rebecca Freeman 1100 Protecting our revenue & passengers Darren Hanley 1120 Direct Award Update Patrick Verwer 1130 Q&A Francis Thomas 1200 Close Patrick

How We are Performing 87.0% 90.6% 88.5% 87.5% 88.0% 97.2% 97.4% Train Service   Period 11 Period 12 Period 13 PPM  87.0%  90.6%  88.5% MAA  87.5%  88.0% Reliability  97.2%  97.4% Patrick L&SE period 13 PPM 83.1% MAA 83.6% Reliability 96.3% Major issues in Period 13 included Fatality near Rugby ( 2 March) OLE problems at Harrow ( 4 March) OLE down near Leighton Buzzard (18 March) Broken Rail at Berkhamstead ( 21 March) Tree on OLE closed Abbey Line ( 31 March) The top seven delays in the period were all outside of LM’s direct control But still finished the year with an MMA of 88% Up from 86% And one percentage point ahead of target.

Recent Achievements Winter 2014 Timetable – biggest change £62m new Class 350/3s £20m new Northampton Station Successful Christmas timetable Watford Blockade Silver Whistle – LSE ‘most improved’ BTP award for reducing crime and anti social behaviour Now ‘loaning out’ our managers to help sister companies Patrick That’s our train performance in statistics. But what has this looked like through the eyes of our passengers? Well in December we successfully introduced the biggest improvements to our timetable since the franchise began in 2007. This was made possible by £62m worth of new Class 350/3s adding 64,000 seats in and out of Euston each week. Station improvements have included a £20m new Station at Northampton. We have also had our best Christmas period for Cancellations and Significant Lateness (2.4%) and our best Christmas period for Reliability (97.8%) More recently we successfully managed to encourage our passengers to stay away over Easter while the Watford Blockade was on. And we have picked up some awards including a Modern Railways Silver Whistle in the LSE category for ‘most improved operational performance’. Not to be out done by the operators, our Revenue & Protection team also picked up a BTP award for reducing crime and anti-social behaviour in the North West. I could go on but I don’t want to steal the thunder of the rest of the team here today. But I will pay credit to all of them by telling you that London Midland is now ‘loaning out’ our managers to help sister companies both here and overseas. This includes secondments to Thameslink Great Northern and Keolis in Boston USA. I think this is a measure of how far we have come in the last few years.   But now I am going to pass you over to my colleagues who are going to tell you more about what you can expect over the coming months. Starting with our heads of route Terry Oliver and Steven Fisher.

Route Matters Terry Oliver – Head of West Coast Services Steven Fisher – Head of Regional Services Terry & Steve

West Coast Stakeholder Briefing West Coast Services

Successes Introduction of class 350/3 fleet December 2014 timetable with strengthened trains and new trains New station at Northampton Delivery of Access for All schemes at Leighton Buzzard, Hemel Hempstead & Berkhamsted Cancellations significantly improved Building good relationships with stakeholders

Challenges WCML – Europe’s busiest mix traffic railway Major incidents and their overall affect on PPM Management of PPM failures causes Fleet reliability Completion of Watford Stafford Resignalling and other projects

Class 321’s Franchise originally planned to end Sept. 2015 Extended to April 2016 In discussions for Direct Award till June 2017 Consequential effect on rolling stock availability Class 321’s no longer available from Sept. 2015 Objective is to maintain current service Work class 350 fleet more Class 319’s on WCML and Abbey line In detailed negotiation with the Rolling Stock Company

The Year Ahead The number of Network Rail / third party infrastructure projects across the route Getting on top of performance Rugby World Cup

West Coast Stakeholder Briefing Regional Services

Successes More peak time trains between Birmingham and London New fast am peak train between Coventry (departs 07:00) and London (arrives 08:28) Extra seats at peak times and at weekends Funding secured for step-free access at Stechford as part of Government’s Access for All programme More car parking at Centro-managed Park and Ride sites through layout optimisation

Challenges Infrastructure and fleet reliability Baseline performance is improving – PPM targets met or exceeded on Birmingham-Northampton and Coventry-Nuneaton routes However, single incidents can have a devastating impact on reliability and PPM 10% of PPM failures on Birmingham-Northampton route caused by signalling failures

Performance Birmingham-Northampton PPM up from 85% last year to 86.1% - moving annual average (MAA) up from 81% to 83.9% Coventry-Nuneaton PPM up from 96% last year to 97.7% - MAA up from 95% to 97% Cancellations figures remain low – 2.2% on Birmingham-Northampton, 0.2% on Coventry-Nuneaton

NUCKLE Phase 1 Package 1 Delivered by Coventry City Council, in partnership with Warwickshire County Council and Centro Two new stations at Coventry Arena and Bermuda Park planned to open in 2015 First phase of a bigger project No change to train frequency or capacity in Phase 1.1 No capacity to serve special events traffic at Ricoh Arena in Phase 1.1 Phase 1.2 (enhanced train service) in development

The Year Ahead Redeveloped New Street Station concourse due to open September 2015 Support for third-party projects (e.g. NUCKLE 1.2, Kenilworth new station) Volume and scale of Network Rail renewal and enhancement projects (e.g. New Street resignalling) presents a significant challenge to service delivery

Infrastructure Update Operations Project Manager Rebecca Freeman Operations Project Manager Rebecca

Watford Area Renewals Programme Network Rail £81m scheme to tackle the common causes of delay 175km of new fencing to stop farm animals getting onto the line, discouraging trespass and helping to reduce cable theft   All signalling between Kings Langley & Bushey will be renewed Over 15km (9 miles) of new track will be laid An upgrade of the overhead line equipment

Background Originally there were five long closures planned including: a 16 day closure in August 2014 a 9 day closure in February 2015 However following a review work was planned to take place over a series of weekend closures.

Planned Dates 2014 Saturday 3 to Monday 5 May Saturday 9 to Monday 11 August Saturday 16 to Monday 18 August Saturday 23 to Tuesday 25 August Wednesday 24 to Monday 29 December 2015 Saturday 14 to Monday 16 February Saturday 21 to Monday 23 February Friday 3 to Tuesday 7 April

However:

What did we do? Reverted back to normal timetable for both weekends and also the Mondays which were planned to be a 2 track railway until 16.30. Timetable was showing in Journey Planning systems from Monday 9 February. Comms message was that we were back open for business at the weekends.

Easter 2015 Watford blockade planned for Saturday 3 to Tuesday 7 April took place. NR altered their work bank – although the major piece of work, the replacement of Orphanage Road bridge went ahead as planned. Heavy focus from NR and other stakeholders on contingency planning – following the issues at Finsbury Park on 27 December.

The Abbey Line The Abbey Line was subject to additional closures due to the installation and commissioning of new signalling at the junction with the mainline. The line was closed : Saturday 9 to Monday 25 August Sunday 30 November to Monday 29 December

Communications Joint industry approach Press releases Station posters/OIS screens Passenger leaflet Press advertising Social media #WatfordUpgrade Use of local authority screens London Midland e-mailshot Fortnightly Stakeholder update Internal comms – LM weekly update Station briefs

Orphanage Road bridge https://www.youtube.com/watch?v=D3FKxxiJ67w

Stafford Area Improvements Programme The scope of the Stafford area improvements programme is to resolve the passenger and freight capacity performance constraints in the Stafford area in order to satisfy the future timetable aspirations. The three major work-banks for the programme are: Stafford area enhancement and re-signalling, A new 4.5km section of twin track railway to the rest of the existing main line railway and a bridge flyover to link it with the Stone line and Slow speed improvements between Norton Bridge and Crewe.

Stafford Area Improvements Programme These improvements will facilitate: Two extra trains per hour between London Euston and the North West, One extra train between Manchester and Birmingham, One extra freight train through Stafford, Reduce congestion so trains are more punctual and Improve the operational flexibility to allow the railway to remain open when maintenance work is required.

Planned Dates 2015 Friday 1 May – Monday 4 May Friday 28 August – Tuesday 1 Sept (signalling commissioning) 2016 Thursday 24 March – Tuesday 29 March (flyover commissioning) Friday 29 April – Monday 9 May Friday 27 May – Tuesday 31 May

Liverpool Lime Street In conjunction with planned signalling and track renewals in the Liverpool area, the opportunity is being taken to remodel the layout of Liverpool Lime Street Station and its approaches to meet anticipated growth, and to improve the capability in terms of capacity, performance, operational flexibility and the ability for Network Rail to access and maintain the infrastructure. The operational benefits from the re-signalling include improved station flexibility, performance and capacity for longer trains and future growth.

Liverpool Lime Street The operational benefits from the re-signalling include improved station flexibility, performance and capacity for longer trains and future growth. The revised station layout will give: an additional fast lines platform (between Platforms 6 and 7) and revised crossover arrangements at the entrance to the station to allow additional parallel moves (particularly to/from Platforms 1-4 to improve the operational flexibility for the movement of local services) and reduce the challenges of maintenance access.

Proposed Plan 8 week blockade planned Thursday 9 July to Saturday 5 September Plan is that train services will terminate and start at Liverpool South Parkway with alternative transport operation in place for passengers travelling into Liverpool.

Protecting our revenue Protecting our passengers Darren Hanley Head Of Revenue Protection, Security & Prosecutions Darren

Progress after 6 months Recruitment now finished. Revenue Collection & Protection plan now completed as set for tasking. New Security Contract final stages ‘Single Provider’ Seconded BTP inspector ‘targeting top 20 hot spots’ Some Great work by the Prosecutions team increased work for Prosecutions Avg 400 per period. Cross City News announcement for April 2015

Achievements - first 6 months Increased PFs by over 100% average 2500 per period Revised Rosters for New Street Station pre TUPE arrangements PSP Award Winners for PSP of the year. Apprehension and Imprisonment of ‘Harasser’ 3 month sentence. St Albans Abbey Line post introduced from May 2015

Achievements - first 6 months Shrewsbury Post introduced from May 2015 Bylaw Enforcements start a week Monday on Cross City Line Mobile CCTV cameras capturing Bylaw infringements Winsford & Hartford Stations ‘Adopted scheme’ pilots at Final Stages. NSNO work and partnership across the LM Network.

Direct Award Update Patrick Verwer Richard

Questions

Thank You Patrick