THE last few weeks have been challenging for commuters, to say the least. Delays and disruptions have made our lives cold and difficult. But to whom do we write? Who's at fault?
Since privatisation, the rail system is wildly complicated.
For example: if there's a problem with pigeons on the bridge in Shenfield, that's Network Rail's problem. Greater Anglia (GA) don't do bridges. However, if station toilets are broken, that is GA's responsibility. On the other hand, if the toilets at Liverpool St are broken, that's Network Rail... are you keeping up?
The trains we travel on aren't owned by GA, but by leasing companies. For example, Stansted Express trains are owned primarily by Lloyds TSB (so the taxpayer owns them!). And of course, all the cleaning, maintenance, security, etc. is all provided by subcontractors. The whole thing is overseen by the Office of Rail Regulation who work for the Department for Transport.
Freight trains are similarly independent and pay to use our lines, but often they buy their own trains – maybe why they break down so often?!
Given all the complexities of the system it's little wonder that making a complaint or getting satisfaction can be hard. Luckily, your local rail user group can help. There are groups across the lines from London to Norwich, so finding a local group should be simplicity itself.
