Zöe Franklin's response to South Western Rail's ticket office and staffing consultation

Following on from her previous post on this topic, Parliamentary Candidate Zöe Franklin submitted the following letter in response to South Western Rail's consultation regarding proposals to change ticket office and staffing at stations across Guildford and the South East.

26th July 2023

To whom it may concern

Re: Consultation Response on Proposed Changes at SWR Stations

I am writing to you in response to the public consultation on South Western Railway's proposed station changes across their network, which include closing ticket offices and changes to staffing hours at stations in Guildford constituency and across the South of England.

In principle, I feel that SWR's efforts to modernise their network are a positive step and in particular I support plans to upskill the workforce and the principle of making staff members more visible and approachable in stations.

However, South Western Railway has portrayed these station changes not merely as a cost-cutting exercise, but also a positive move towards improving customer service for passengers. Yet, looking at the staff hours changes at stations across the network and the much-needed modernisation of the ticketing system yet to be delivered, I have significant reservations as to whether ticket office closures at this moment in time will present any benefit to the average SWR customer.

I also have several specific concerns that I would value clarity on from the SWR team:

Our rail network must be accessible and inclusive, empowering people to travel independently.

The shift from ticket offices to staff out on the concourse will be most significant for those who are heavily reliant on SWR staff to travel confidently and safely, such as those with disabilities and/or additional needs. Please can you advise whether Equality Impact Assessments have yet been carried out for stations impacted by staffing hour changes?

I am concerned that by moving staff out onto concourses will create a new obstacle for those customers who already frequently use and rely on the service at a traditional ticket office. For passengers who are deaf or hard of hearing, ticket offices are often the only place in stations with hearing induction loops, for example. They also present a fixed, designated space for seeking assistance for those who are blind or partially sighted to navigate to, without the obvious safety risk of wandering around the station in search of a staff member on the move. Please can you advise how you will ensure that these user groups will not be negatively impacted?

Not all ticket types are available on machines.

Currently, there are also many tickets and discounts which simply cannot be purchased at ticket vending machines. This includes D50 discounts and the purchase of extension tickets for Freedom Pass holders. I understand from MP colleagues that it has been suggested that conditions of travel may be changed to allow passengers to begin their journey without a ticket, this would require a considerable information campaign and changes to how ticket inspections are carried out. It would also potentially entail a passenger having to break their journey at a Category 1 station to purchase the ticket they need, which is impractical and time-consuming for somebody with reduced mobility.

Bringing in your proposed ticket office closures and changes therefore feels premature and I urge you to hold off on these until every ticket type and discount is available on ticket vending machines at every station on the network.

What is the impact of your proposed change on other facilities at SWR stations, such as heating and lighting in waiting rooms and opening hours for toilets?

The impact on female travellers.

For women and girls, staff members at railway stations are a welcome sight, allowing them to feel safe on their journeys home. Given the spate of violence against women and girls which has left many feeling vulnerable in public spaces, I am particularly concerned about how SWR will ensure that changes to station staffing do not leave women and girls, especially if travelling at night, feeling vulnerable and unclear where they can access help and support.

Stations in Guildford

In addition to these broader concerns, I would also like to express my concerns about specific changes proposed for the five category 3 stations in my constituency of Guildford: Clandon, Effingham Junction, Horsley, London Road, Worplesdon.

Under the proposals, these stations will see reductions to their staffed hours and changes to the days that the stations are open. This will include changes that leave stations newly unstaffed on weekdays and Saturday mornings at some stations. What data/evidence has been used to make these changes?

These changes will affect the entire community, but as above, I am particularly concerned about the impact on passengers with disabilities, reduced mobility and/or additional needs. These passengers deserve to travel confidently, independently and safely and it is often assistance from SWR staff members which enables them to do so.

Railways are an essential public service, allowing people to travel safely to school, work and hospital appointments, to visit family and friends and to travel to see every corner of our country. Unfortunately, without significant improvement, the proposed changes in their current form run the real risk of excluding passengers from our railway, so I therefore call on South Western Railway to maintain current staffing hours at all stations on its network and to pause any changes to ticket offices opening hours until the modernisation of the ticketing system has been implemented and all tickets can be purchased at all stations.

Yours sincerely

Zöe Franklin
Liberal Democrat Parliamentary Candidate for Guildford and our villages