Regulator calls on Network Rail to improve performance for passengers

The Office of Rail and Road (ORR) is calling on Network Rail to work with the industry as a whole to improve train punctuality and reliability for passengers and freight across its Eastern region.

Delays in the region attributed to Network Rail have risen significantly, from 2.4 million to 3.3 million minutes per year over the past two years. Punctuality and reliability of services has continued to decline and the region is forecasting further worsening, compared to its targets.

Not all parts of the region are affected equally. Passengers and freight on the East Coast Main Line have seen increased delay from incidents, while the East Midlands route has seen an abrupt decrease in the number of trains arriving on time.

The Anglia route generally runs well, but both London Overground and freight trains using the North London/Mildmay line has seen performance decline sharply. Train operators have a significant part to play in improving services, but Network Rail must renew its focus on its own contribution to delays.

Following ORR’s engagement Network Rail Eastern has agreed to produce an improvement plan by 20 December 2024. ORR has advised the company to review the approach taken by Network Rail’s Wales & Western region, which developed a comprehensive improvement plan earlier this year, following an investigation by ORR. 

Crucially, ORR is calling for the plan to take a whole-system approach, with Network Rail needing to work closely with train operators and other stakeholders to holistically address performance concerns. 

Stephanie Tobyn, Director of Strategy, Policy and Reform said: "We have seen a trend of rising delays in parts of the Eastern region in recent months, with passengers and freight users not seeing the punctual and reliable service they should expect from the rail network.

“We recognise the significant ongoing work of Network Rail to address this and the complex challenges they face in parts of the Eastern region, but it is clear that a fresh approach is required to fix the issues. We are pleased that Network Rail has responded positively to our request.

“As with the Wales and Western region, we want to see Network Rail integrate passenger and freight operators into the process to effectively address issues that deliver sustained improvements in punctuality and reliability.”