Memorandum submitted by FirstGroup plc
SUMMARY
At First, we believe that our stations, along
with our trains and staff, are a key part of how our customers
judge whether we deliver what we say we will. We know how important
it is that the customers' first and lasting impression is a positive
one. First impressions really do count.
We consider the safety of our passengers, staff
and the general public to be paramount in operating our rail and
bus services. There is no panacea to make stations safer for passengers.
We have operated rail services for ten years and passenger safety
is now a more complex picture than it was then. There is clear
evidence that demonstrates an overall reduction in recorded crimes
at stations. However, this has not removed the fear of crime although,
according to the National Passengers' Survey, it has reduced.
First is also committed to continually improving
our security arrangements to reduce the fear of crime and to ensure
that every aspect of our operation is perceived as safe and secure.
We recognise that these aims will be achieved through a combination
of crime prevention methods all designed to complement each other
and deliver a perceptibly safe and secure railway. Key elements
of our strategy are outlined below and include:
— A commitment to review current arrangements
and facilities including lighting, staffing, automatic and manual
gatelines, CCTV provision, information provision, Help Points,
cleaning and maintenance regimes and station design.
— A commitment to continually review
crime prevention measures.
— A commitment to funding additional
Police Community Support Officers (PCSOs) in key locations across
the network.
— Continuing to foster a strong relationship
with the British Transport Police (BTP) and Home Office forces
to work on joint solutions to address crime hotspots.
— Developing relationships with, and
taking a prominent position within our local communities, fostering
links with local businesses, local authorities and residents.
Q1 What are the most effective methods of
making railway and underground stations safer for passenger?
We consider the safety of our passengers, staff
and the general public to be paramount in operating our rail and
bus services. We accept that perception of safety and fear of
crime are key determining factors in the decision making process
for potential customers when choosing their travel mode. However,
there is no simple solution to making stations safer for passengers.
Over a number of years, First has adopted a
"package of measures" approach to passenger security
at our stations in line with Department for Transport (DfT) guidelines.
We have moved towards a greater security presence at stations
and, dependent on the known risks, this can range from simply
having an open, well lit environment to increasing the number
of frontline staff or mobile patrols at stations; from CCTV coverage
with Help Points to a full Police presence. Each station has different
characteristics and we do not think there is a "one size
fits all" solution.
Stations are the initial focal point of the
customers' journey and should be accessible, welcoming, safe,
secure and easy to use. Facilities at the station must be clean
and offer a pleasant environment that is presentable, modern and
user friendly. Station infrastructure should be cared for, well
maintained, free from graffiti, presentable and in good working
order; and routes around the station are well signed, appropriately
lit, accessible and welcoming.
In reality, stations are a part of the fabric
of a local community. Therefore, the most effective method of
making stations safer for passengers is to build a sense of community
ownership; integrate station security into community policing;
and cooperate and involve the full range of partners involved
in the wider management of community safety.
Crime and anti-social behaviour on the railway
cannot only be a matter for the train operator and Network Rail.
There are many agencies that can contribute to crime reduction
and helping people feel safer. Central to this partnership approach
is the BTP, a specialised and dedicated police for the railways.
The BTP, through its close working relationships with other police
forces, is perhaps likely to be the most effective in reducing
crime on the railway. Like other Train Operating Companies we
have committed a 60% increase in funding for the BTP over the
past five years.
We will continue to promote and support complementary
policing through the funding of additional Police Community Support
Officers. We are also reviewing the Railway Safety Accreditation
Scheme (RSAS). The RSAS will bring more people into the wider
"policing family". Based on similar Home Office Community
Safety Accreditation Schemes, it allows organisations and their
employees involved in railway safety and security to be accredited
by the police.
Q2 Are the minimum standards to provide a
safe and secure station high enough? Are the requirements sufficiently
clear and specific to be effective? If not what changes need to
be made
Apart from the Health & Safety at Work Act
and the civil law Occupiers Liability Act, which require that
Train Operating Companies take all reasonably practicable and
proportionate steps to reduce the risks to public and staff, additional
standards have been applied through the franchising process and
franchise agreements which contain detailed commitments on passenger
safety and security. Irrespective of franchise commitments we
recognise the importance of working towards delivery of what our
customers perceive to be safe and secure station environments.
We believe the minimum standards accompanied
by a programme of continuous improvement are the key components
to drive down crime and fear of crime concerns. There is no need
for changes to the requirements.
Q3 Are the minimum standards effectively policed?
Are the penalties for failing to provide a secure station environment
sufficiently clear?
The standards and requirements are policed and
complied with.
Breaches of the Health and Safety at Work Act
are policed by Her Majesty's Railway Inspectorate and carry the
risk of a criminal prosecution. Breaches of the Occupiers Liability
Act leave the operator open to civil action.
All train operators have internal control arrangements
to ensure that their management processes are followed.
The DfT monitors standards where a commitment
to a secure station environment is part of a franchise agreement.
Any breach of a franchise commitment is recorded and persistent
breaches result in action under the terms of the franchise agreement.
The recent National Audit Office report Maintaining and improving
Britain's railway stations (HC 132 Session 2005-06, 20 July
2005) stated "the SRA's surveys typically detected a high
level of compliance with franchise obligations and other commitments."
Q4 Is it sufficiently clear to passengers
and others who is responsible for the safety of passengers in
railway and underground stations?
A safe and secure environment for passengers
at a station is the product of partnership between a large number
of organisations including the relevant station operator, Network
Rail and the BTP. Every station operated by First is clearly branded
and it is a key statement of what we represent for customers and
staff. We use our strong brand to underpin our plans to fundamentally
change customers' perception of train travel. It provides customers
with an assurance of a consistent level of quality, safety and
security.
Q5 Why are so few stations accredited under
the secure stations scheme? Should the scheme be made compulsory?
The number of stations with accreditation under
the Secure Stations Scheme is growing and there is much work going
on to make stations more secure for passengers. Since the scheme
was introduced First Great Western has secured accreditation at
25 stations. In the past few weeks alone First TransPennine Express
has secured accreditation for a further three stations and there
are more in the pipeline. However, there are two reasons why the
Secure Stations Scheme should not be made compulsory: firstly,
accreditation does not make a station instantly secure and secondly,
stations without accreditation are not necessarily unsafe. Another
view is that action taken should be proportionate to the risk.
A good example is in Scotland where BTP figures show a 12% drop
in recorded crime yet whilst there is an exceptionally strong
centrally controlled CCTV infrastructure in place, none of the
stations operated by First ScotRail has sought secure stations
accreditation as the Scottish Executive and SPT, the two co-signatories
to the franchise, monitor the condition of stations and trains
through SQUIRE (the Service Quality Incentive Regime).
Q6 What measures would be required to ensure
significant improvements in passengers' safety in railway and
underground stations?
The refranchising process is a good time to
review rail network outputs. It allows the DfT to clearly specify
its priorities and aspirations. Bidders then look to meet that
specification as cost effectively as possible taking into account
not just the cost of such measures but the potential revenue implications
as well. Having recently bid successfully for two franchises it
might be helpful to set out First's approach.
We are committed to raising standards at all
stations in the Greater Western franchise region by undertaking
investments of £1 million where it is needed. This helps
to create a virtuous circle, as customers and non-customers are
more likely to travel. We will invest a further £13 million
in 29 of the larger stations (including Paddington) and a number
of the important regional stations to provide improved passenger
facilities. This will underpin the future viability of these stations.
We will ensure that stations are properly maintained and clean.
We will improve security through the extension of lighting and
CCTV in vulnerable locations and install Help Points so that all
stations on the Greater Western franchise network have them. Over
and above our contribution to the British Transport Police, we
will employ an additional 12 Community Support Officers and we
will install or extend ticket gatelines at five stations.
During the recent process for the Thameslink/GN
franchise, First outlined its plans for ensuring that the security
of customers and staff is maintained. We set out our strategy
for increasing the number of stations to achieve Secure Stations
Accreditation. We are committed to achieving Secure Station Accreditation
at a further 12 stations within two years of the start of the
franchise.
DfT guidelines on the deployment, role, and
training of staff, published after its 2005 review of the Secure
Stations Scheme, stated:
"The desire for a staff presence can be
addressed by the sensitive deployment of staff, by increasing
their visibility and mobility, and by widening their range of
responsibilities."
Our stakeholder consultation and market research
conducted during the bid process found that personal security
at stations although an issue for the GNTL customers was not of
overwhelming importance. Research from the Rail Passengers' Council
showed that 57% of passengers said that security at stations was
of high importance to them but 64% of them also stated that they
were either satisfied or very satisfied with the standards achieved.
As a result, our proposal for station security
for the new First Capital Connect franchise was based on a "package
of measures" approach in line with DfT guidelines. We are
appointing a new Head of Security to work with the BTP, the Metropolitan
Police, the City of London Police, Transport for London and other
agencies to improve the on train and station environments. We
will invest to improve on the arrangements currently in place
and our commitment to the safety and security of our customers
will bring two Sergeants and three Constables from the British
Transport Police and 24 Police Community Support Officers plus
35 additional frontline staff on to the network.
We also accepted a recommendation from the Rail
Passengers' Council to introduce a new CCTV control centre. Following
consultation with the BTP we identified that this, together with
of an additional mobile PC/PCSO resource, would give the best
overall response and deterrent mix.
Additionally, in line with the Secure Stations
Scheme guidelines, a redeployment of some staff from single-duty
train dispatch to multi-functional customer service and security
staff has been factored within the longer-term strategy. These
staff, located at the busiest stations, will be better able to
deter the higher general levels of crime associated with greater
concentrations of people, for example, pick-pocketing, bag-snatching
and anti-social behaviour.
We believe that whilst the Secure Stations Scheme
has its benefits, it is not always necessary or suitable in all
circumstances and the same or better results can be achieved by:
— Working in partnership with the BTP,
Home Office Police, other agencies and the community on initiatives
to remove or drive down crime in the area.
— Improved design of stations to ensue
they are more open plan, removal of hiding places, providing better
lighting and the inclusion of CCTV and Help Points.
— Providing a visible response to our
customers' safety concerns by introducing more mobile staff patrols
to stations, which are known to be crime hotspots.
Q7 Is the Government's approach to passenger
safety in railway stations effective?
Yes, crime on the railways is falling. A continuation
of the concerted effort between train operators and Network Rail,
the BTP, police forces and local authorities such as TfL, PTEs
and Councils—with support from central Government departments
such as the Home Office and the DfT—to address both crime
and the fear of crime should continue to improve passenger safety
in railway stations.
31 March 2006
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