Meet FCC managers at Haywards Heath station

Operations Director Jackie Townsend is now specifically working to improve the passenger experience on the south Thameslink route alongside her duties of monitoring day-to-day performance.

She will be at the station from 7am to 9am with Managing Director David Statham and other FCC colleagues and representatives from Southern, which manages the station.

Network Rail’s Current Operations Manager for the Sussex Route, Olly Glover, will be also be in attendance.

Jackie said: “We need to look at the way we work ourselves and with our industry partners to improve the

experience for our passengers travelling south of London – and this ‘Meet the Manager’ is a great way for us to explain our planned improvements and to hear our passengers’ views.”

FCC’s Crime Prevention Manager Tony Holland will also be present to promote passenger security.

Jackie is focusing on the three areas that most affect passenger satisfaction as promised by MD David Statham last month: a more punctual service, cleaner trains and better service information at times of disruption.

Jackie said: “We need to look at how we work together with Network Rail and Southern at times of disruption, and improve the exchange of travel information between train companies.

“The aim is for a seamless service between both companies with the passengers at the centre of our decisions.

“Say there is a problem at London Victoria, then we want to be able to quickly shift passengers between Southern services and FCC services at London Blackfriars so their journey isn’t overly affected.”

Other plans to improve passenger satisfaction with the service on the southern Thameslink route include more train washing and additional cleaners on the trains during the summer period to collect litter and reducing graffiti attacks through better security at sidings, with the installation of more CCTV cameras that are monitored from a control centre in Croydon.

A vehicle will be located at Brighton for driver managers and engineers to respond faster to train

faults and FCC will also have more customer service staff on the southern part of the Thameslink route.

FCC is also reviewing the company’s on-call arrangements to provide better support to the train fleet.

To give passengers the opportunity to speak to FCC team leaders, a ‘meet the manager’ event is planned at Haywards Heath on 31 July 0700-0900 with another at Brighton in the planning.

Discussions are also being held with local councils and interest groups about the ways in which the

service can be improved.