Memorandum submitted by Stagecoach Group:
Rail Division
EXECUTIVE SUMMARY
1. Crime, and particularly the fear of crime,
is a major issue for our customers and our staff, and therefore
for us as a company. At Stagecoach Group and South West Trains
we are committed to dealing with the issue as an urgent priority.
2. The South West Trains network offers
a test case of the problems facing train operators. It is the
busiest franchise in the country, and is also the most complex,
covering suburban services around London and cities such as Southampton,
as well as long distance services and those calling at small rural
stations.
3. South West Trains is also an illustration
of best practice. We have worked with partners such as British
Transport Police and Transport for London, to introduce innovations
like TravelSafe Officers and CCTV evidence gatherers, and a wide
range of other measures. As a result South West Trains has won
the Sir Robert Horton safety award at the National Rail Awards
in two of the last three years.
4. Over the past decade we have cut the
number of reported crimes at our stations by 18%, at a time when
passenger numbers have increase by 50%. We have reduced the number
of crimes at unmanned stations by nearly half in the past three
years, to 142 crimes in total across 27 stations.
5. Crime on the South West Trains network
is falling. In answer to the Committee's questions, therefore,
we believe that new requirements and enforcement are not needed
to deliver better standards. Good management, and close working
with partners, can deliver significant improvements, as our experience
shows.
6. However, we are not complacent: our customers
deserve to be safe and to feel safe as they travel with us. It
is after all vitally important to the success of our business
that passengers are not deterred from travelling with us by the
fear of crime. Therefore as an integral part of our business plans
Stagecoach and South West Trains will continue to invest substantially
in new technology, new people and new approaches to dealing with
crime, disorder and anti-social behaviour.
7. We welcome the Committee's inquiry into
this issue, and look forward to learning from the findings of
its report.
INTRODUCTION
8. Stagecoach Group is one of the world's
leading transport operators with train, bus, tram and express
coach operations in the UK and North America. Our rail division
includes being franchise holder for South West Trains and Island
Line on the Isle of Wight, as well as a 49% holding in Virgin
Rail Group, which runs the West Coast and CrossCountry franchises.
9. In this submission we refer to our experience
since 1996 of operating the South West Trains franchise. South
West Trains is the most extensive and complex in the UK, serving
London Waterloo and operating throughout and around Surrey, Hampshire
and Dorset. The franchise includes inner-London urban services,
rush-hour commuter services into London and other major towns
and cities in the south, long-distance routes from along the South
Coast to London and leisure services to holiday destinations in
the region.
10. We are proud of the way in which we
have managed the South West Trains franchise. In 2006 we were
awarded the HSBC Rail Business of the Year Award, and we were
named the Passenger Operator of the Year at the National Rail
Awards in September 2005.
INVESTMENT IN
SECURITY
CCTV (introduction)
11. CCTV is a vital weapon in the detection
of crime, allowing offenders to be identified and providing evidence
against them. It also contributes to reducing the incidence of
crime, by spelling out to potential offenders that they are likely
to be filmed, and so prosecuted. We also believe that CCTV can
play a major role in reducing fear of crime. For these reasons
we have invested substantially in CCTV on our stations and on
our trains over the term of our franchise.
CCTV on stations
12. 134 of our stations (76%) now benefit
from CCTV. In total there are 1,888 cameras covering our stations,
and 90% of car parking spaces on the SWT estate are covered by
CCTV. 72 of our stations with CCTV are linked to our Customer
Communication and Security Centre (CCSC) at Wimbledon. This allows
24-hour monitoring of 1,044 cameras.
13. We continue to expand coverage. Hamworthy
in Dorset will be the next SWT station to benefit from CCTV, and
plans also been agreed in conjunction with Dorset County Council
for a CCTV system at Upwey near Weymouth.
14. To deal with concerns about coverage
at "borders" between the CCTV network covering the railway
and that of local authorities we have agreements in place with
councils, including those in Runnymede and Kingston, which allow
us to overlap with one another to provide seamless coverage. In
other words the Councils can access our system, and we can obtain
feed from their cameras around our station as required. We are
keen to conclude similar agreements with other local authorities
across our network.
CCTV on trains
15. The introduction of our new Desiro fleet
from late 2003 allowed us to benefit from on-train CCTV for the
first time. We now have 1,788 cameras fitted to our trains. In
addition, as part of the refurbishment of our Class 455 rolling
stock we have specified that CCTV is installed. This will mean
a further 1,456 cameras on trains. The result is a more secure
environment for passengers and for staff as they travel on our
network.
Evidence gatherers
16. Gathering evidence via CCTV is only
part of the story: without skilled staff to sort through and analyse
the material it is not helpful to the British Transport Police
or the Courts. South West Trains has employed two trained evidence
gatherers to collate CCTV footage on behalf of various stakeholders,
primarily the police.
17. The evidence gatherers:
— Collect CCTV footage from trains
and stations following incidents.
— Facilitate one-to-one viewing sessions
with managers and the police.
— Maintain databases of all video data
and related company assets.
18. Employed since May 2005 the evidence
gatherers have presented the British Transport Police with 1,003
CCTV footage download incidents. Employment of the evidence gatherers
led to SWT and the police winning the Sir Robert Horton rail safety
award at the National Rail Awards in 2005.
Help points
19. South West Trains has help points at
each of our 177 stations—there are 365 in all. Help points
provide a value service to customers, particularly at times when
stations are unstaffed. They allow our customers to speak to an
operator about general inquiries, and are especially useful in
emergency situations. Within the London area all help points can
be monitored by CCTV enabling operators to view the person they
are talking to, and providing reassurance to passengers.
Customer Communication and Security Centres (CCSC)
20. CCSCs play a major role in providing
a safe and secure environment. From our centre at Wimbledon we
respond to help point queries and monitor CCTV at 72 of our stations.
The CCSC is staffed 24 hours a day, 365 days a year, and is often
first to identify a specific problem. It has three core duties:
— Manage the customer information system.
— Respond to help point queries.
21. In addition, the Centre takes a lead
role in the reporting of faults and in arranging alternative transport
during times of journey disruption.
Secure Stations
22. The Secure Station Scheme was launched
in 1998 by the Department for Transport and British Transport
Police. It establishes standards of good practice and for accreditation
in relation to: station design; management of the station; falling
crime statistics; and rising passenger perceptions of security.
23. The Scheme is generally viewed as very
effective. Statistics demonstrate that crime is lower at accredited
stations as opposed to those that are not. The vital importance
of addressing perceptions of crime is an integral part
of the Scheme, since accreditation can only follow favourable
survey results.
24. Over the years South West Trains has
established itself as the industry leader in relation to the Secure
Station accreditation scheme. We currently have 49 Secure Stations,
and one more recognised by the Scheme as "working towards
secure stations" status. By April 2006 we expect to have
50 accredited stations.
25. Because we are currently involved in
re-franchising we cannot comment in detail on what commitments
we might make to future investments. However, if Stagecoach is
successful in its bid to win the South Western franchise again
we will continue to invest in passenger and staff security as
a key part of our business plan, and we will work in partnership
with other agencies able to help us to reduce crime and the fear
of crime.
Personal Security Group
26. Throughout the South West Trains network
there are Personal Security Groups comprising the group station
manager for the relevant area, British Transport Police and a
selection of employees from different functions. They provide
a forum for discussion of issues relating to vandalism, violence
at work and anti-social behaviour. The Groups are then encouraged
to develop and propose initiatives to reduce or eliminate the
problem.
27. The company-wide Personal Security Group
is tasked with supporting the local Groups in delivering the proposed
initiatives, and with formulating company policy for dealing with
issues highlighted. It is chaired by the Customer Service Director
and attended by senior managers from SWT as well as British Transport
Police.
TravelSafe Officers
28. Together with British Transport Police
we identified a need to develop a deterrent against disorderly
and anti-social behaviour. In August 2003 TravelSafe Officers,
paid for by South West Trains, but deployed by the British Transport
Police, were introduced to provide support and reassurance to
customers and employees.
29. The primary duties of TravelSafe Officers
are:
— To provide a highly visible presence
to reassure passengers and staff.
— Conducting train/station patrols.
— Carrying out station searches as
required.
— Providing a deterrent to anti-social
behaviour.
— Acting as a liaison officer with
local partnership forums.
— Providing intelligence to British
Transport Police.
— Enforcement of railway byelaws.
— Assisting with crowd control at major
events.
30. Decisions by the police about the co-ordination
of the activities of TSOs is based on information from the Customer
Communication and Security Centre and SWT personnel. There are
now 56 TravelSafe Officers located at Clapham Junction, Richmond,
Guildford, Portsmouth, Bournemouth/Weymouth and Basingstoke
Contracted security guarding
31. To supplement the TSOs and British Transport
Police personnel, security guards are contracted to patrol key
stations at the most sensitive times—generally at the end
of the week during the evenings—to reassure and support
our employees and our customers. Their remit includes a particular
focus on the deterrence of anti-social behaviour and disorder.
Crime and disorder co-ordinator
32. Our focus in addressing the problems
of disorder and anti-social behaviour is to a large part on ensuring
that there is a highly visible presence of TSOs and others at
our stations and on our trains. This is highly effective, but
may displace the problem or serve as a short-term fix, rather
than dealing with it once and for all.
33. We have recruited a Crime and Disorder
Co-ordinator to:
— Reduce the vandalism and disorder
that affects services and stations.
— Identify and implement actions in
order to reduce crime within the area.
— Develop partnerships with local authorities.
— Identify resources to combat crime,
and institute change via external agencies.
34. Supporting the Crime and Disorder Co-ordinator
is a data analyst, whose remit is to collate all types of crime
data and present them to both the company and local Personal Security
Groups for analysis and action plan development.
35. The first role of the Co-ordinator was
determined by our Security and Information Group, which developed
a plan aimed at the Guildford-Ascot-Feltham-Windsor routes (covering
20 stations). During the first nine months of the project in this
area we have achieved a reduction of 56% in criminal damage, and
of 13% in violent crime across the 20 stations.
36. In part our success results from our
partnership with the Government Office for the South East, allowing
us to access funds from the Safer and Stronger Communities Fund.
This has, for example, provided better fencing and visual enhancement
at Aldershot station. Other new projects currently being planned
include a cycle security campaign across Hampshire, and upgrades
to the lighting at Hook, Eastleigh and Fareham.
Violence at work
37. The terms of reference of the Committee
do not refer to the safety of railway staff. However, many of
the problems of crime, and also of the uncertainty and stress
caused by the fear of crime which affect passengers are
of equal concern to our staff. Therefore, reducing the number
of physical assaults on our employees is a particularly key commitment
of our Safety and Environment Plan.
38. Many of the initiatives highlighted
earlier in this report are aimed at reducing violence at work.
All of our revenue protection personnel and guards are trained
in conflict management.
39. Some specific initiatives aimed at reducing
violence at work include:
— Internal assault reduction workshops.
— Distribution of safety advice cards.
— Monthly briefs to employees.
— High profile multi-agency exercises
(such as Operation Ripple and Operation Unity, combining our revenue
protection staff and TSOs with British Transport Police and other
police forces).
— The employment by South West Trains
of a dedicated member of staff to follow up all incidents of assaults
on our employees.
White lighting
40. Amongst the legacies of British Rail
was the usage of lower wattage bulbs in and around many stations.
This contributes towards feelings of unease about crime. In the
last two years in particular, working in partnership with Transport
for London, South West Trains has invested heavily in improved
lighting at our stations in the Greater London area. As a result
40 stations have benefited from the installation of white lighting,
enhancing personal safety, the perception of greater security,
and also aiding the quality of CCTV footage.
Partnerships
41. We have referred in this submission
to the importance of working with partners, including particularly
the British Transport Police and local authorities. We have also
worked with Transport for London to improve security at stations
in London. For example, between 2004 and 2005 TfL contributed
£3 million towards a £10 million upgrade of our 53 London
stations, which invested in CCTV, enhanced lighting, security
fencing and other matters.
OUTCOMES
42. In 1995 there were 7,511 crimes reported
at stations on the South West Trains network. By 2005 that figure
had fallen to 6,175 incidents, notwithstanding the fact that the
number of passenger journeys had grown by nearly a half, to just
over 150 million journeys. In other words, the number of reported
crimes had fallen by 18%; and the incidence of crime was four
in every 100,000 journeys.
43. An area of particular concern are unmanned
stations. In 2005 there were 142 crimes reported at 27 stations
on our network regarded to be unmanned. This represented a fall
of 46% from 2002.
44. In addition, over the years South West
Trains has been widely recognised by its peers and by third parties
as being a leader in addressing the challenge of ensuring that
personal security for staff and passengers is improved. For example,
we received the Sir Robert Horton safety award at the National
Rail Awards in both 2003 and 2005.
45. In addition, the British Transport Police
has said that "we very much value the strength of the
partnership we have with you", and in particular "BTP
gratefully acknowledge the pioneering `complementary policing'
initiative SW Trains took with its very successful Travel Safe
Scheme. It has provided a model for the rest of the industry".
46. Nevertheless, there remains more to
do. Crime, and the fear of crime, continues to be a major concern
for our passengers and for our staff. We are committed to continuing
to invest in new technologies, people and systems to address the
issue, and we look forward to learning the lessons of the Committee's
inquiry.
CONCLUSION
47. We do not support proposals to introduce
further forms of compulsion on train operating companies to improve
standards. We believe that it is an integral part of our business
to encourage larger numbers of passengers to use our services,
particularly at off-peak times—and doing so requires passengers
to feel safe and secure. In our view South West Trains demonstrates
that much has been and can be achieved by train operating companies,
working alone or in partnership with others, under the existing
regulatory regime and franchising structure. However, if Government
wishes to signal to the industry that it requires further improvements
in personal safety standards then the franchising process can
and should be used to give security an enhanced weighting at pre-qualification
and bid evaluation stage.
48. The Committee will of course wish to
reflect on what else can be done to ensure that best practice
spreads across the whole of the industry. We certainly welcome
fair and measured assessment of the issue—such as this inquiry
by the Committee—which we believe will raise awareness and
standards by allowing the benchmarking of best practice.
31 March 2006
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