South Western Rail consultation on staffing and ticket office changes

Local train operator South Western Rail is consulting on significant changes to how staffing works at their stations. I am reviewing the proposed changes and have spoken with Liberal Democrat MP colleagues in the SWR network area. My view is that the changes could have a generally positive impact on customer service. This is because SWR is modelling their changes on the approach already implemented by Transport for London, which brings staff out of ticket offices and onto the station concourse so that they are more accessible to customers.

However, there are several aspects that I am a little more cautious about and will be seeking more information and/or reassurance on. These are:

• Ensuring that people with accessibility needs are fully supported by staff.
  I want reassurance that SWR staff will receive full training on engaging with customers whatever their needs are - our rail network must be accessible and inclusive, and empower people to travel independently. I will also be seeking assurances that staff will be obviously available and easily identifiable, especially at night and for more vulnerable train users. This could be in the form of clear help points.

• Not all ticket types are available on machines.
  MP colleagues have received assurance that train companies are aware of this gap and that they are working to address it. However, it is crucial that while work to close the gap takes place, staff are aware that certain tickets are not available at specific stations and travellers are not penalised.

• Changes to station staffing hours at smaller stations are backed up by customer travel patterns and that there will be regular reviews to ensure that staffing continues to meet the needs of customers.

Ultimately, the key to whatever changes go forward is that they must not affect passenger safety or disenfranchise people who may need more support to travel independently.

I will keep you informed of any further information I receive from parliamentary colleagues and/or SWR.

If you're a train user, I would be very interested to hear your feedback on SWR's proposed changes (please do also contact SWR). I can be contacted by email at zoe@guildfordlibdems.org.uk.

You can view full details of SWR's consultation and how to respond here: https://www.southwesternrailway.com/station-change-proposal
Comments must be received by 26th July.

To assist local people with reviewing the SWR proposals, I have pulled out the key information about staffing changes for stations in the Guildford constituency and shared it below. (Please note this is based on the new constituency boundaries which incorporate the villages of Ripley to Effingham in Guildford Borough.)