Performance Targets

Period 04 continued to present challenges across several key Service Quality assessment areas, most notably at stations within Customer Information, Cleanliness and Asset categories. 
We continue to face challenges with individual Customer Information Screens (CIS) at both TransPennine Express and Network Rail managed stations where information relating to arrivals and departures, advertising, and general railway information was unable to be viewed by customers due to end of life equipment or screen faults. Further, we saw continued low scoring due to ongoing issues with faded platform marking, floor vinyl signage and poster content. 
The period saw an increase in the number of occurances relating to station platform and walkway staining following multiple incidents of spilt liquids or other materials, including patches of bird lime adversely impacting our cleanliness results. In addition, Cleanliness and Interior condition of carpets and upholstery remain challenging across our three fleets that operate across the network. Lastly, wear and tear on our Class 397 seats remain a challenge and contributed to poor performance, and also, Class 185s cleaning was slow moving during the period. 

TransPennine Express is in the process of replacing and end-of-life CIS units as well as continuing to progress with the Help Point renewal programme, which is approaching the final stages with 16 stations now fulfilled. 3 remaining stations are on track to be completed by the end of September. 
Further, our platform marking relining project is now underway, with 3 stations having been completed in July. The remaining 10 stations to be relined are expected to be completed by the end of September 2026. 
Floor vinyl, signage and poster content across the network are being reviewed and refreshed where deterioration has been identified. Replacement and renewal works are being prioritised at locations with the greatest impact on scoring with updates being completed alongside wider station appearance and customer information improvement activity. 
Class 802 services are undergoing a full seating cover replacement programme to improve Cleanliness and Vehicle Interior Condition scores. For Class 397 seat covers, replacements are being fitted on a case-by-case basis, with our maintenance partner, Alstom, carrying out repairs as units visit depots over the next two to three months and ongoing deliveries of seat covers arrive at depots. In regard to Class 185s, this is an active topic of discussion during contract reviews with Siemens, seeking improvements to machine cleaning of carpets on depot night shifts.  

Replacement CIS units have a 12-week lead time, with improvements expected to be reflected in Service Quality scores from November.  For Help Points, 16 stations are now fully complete and the remaining 3 locations are due to be finalised in the last few weeks of August, with sign off expected in September and additional snagging work required across the network before the project can be fully signed off.
For platform markings, 3 of 13 stations within scope have been completed to date, with the remaining locations expected to be completed by the end of September 2026. Completion of these works should improve Customer Information scores across the network.
Floor vinyl signage and poster content is expected to improve station presentation and customer information standards at affected locations in the coming periods, with these benefits being reflected in future Service Quality assessments and scoring.
In the coming periods, we will continue to work closely with our maintenance partners, Siemens, Alstom and Hitachi, to deliver improvements in train cleanliness. Enhanced cleaning methods and the resolution of equipment issues are expected to contribute to improved Train Cleanliness scores.

Significant disruption resulting from periods of exceptionally hot weather during the reporting period, led to increased delays, cancellations and customer dissatisfaction. Complaints relating to punctuality and reliability increased by 40% compared to the previous period.
A substantial increase in complaints relating to onboard temperatures and air conditioning failures, saw complaints re air conditioning increase by 196% during the period. Customers frequently reported discomfort during heat-related disruption.
Challenges associated with communicating service disruption saw customers report inconsistent information regarding alternative travel arrangements and ticket acceptance during disruption events.
Overcrowding and reduced onboard comfort on affected services compounded the impact of disruption and contributed to lower customer satisfaction scores.

Ongoing monitoring of customer feedback through Rail Customer Experience Survey, Customer Satisfaction Monitor (our onboard paper-based survey), complaints, social media and post-trip surveys, with improvement actions tracked through the customer experience insights group.
Review of disruption management and customer communication processes to ensure customers receive clear, timely and consistent information during service disruption.
Continued focus on operational resilience during periods of extreme weather, including monitoring of air conditioning performance and identification of opportunities to improve onboard comfort.
Continued engagement with frontline teams to ensure consistent application of disruption policies and support for customers during periods of service disruption.

TPE expects performance to improve during the coming reporting periods as the above actions take effect and seasonal disruption pressures reduce. Progress will continue to be monitored through customer insight measures and operational performance reviews, with a focus on improving both overall customer satisfaction and customers' perceptions of delay handling.

Performance declined during Weeks 2 and 3 of Period 04, primarily due to significant Network Rail disruption linked to hot weather, alongside separate infrastructure and external incidents. The most material events were the Leeds signalling panel failure on 11 July and the external incident between Deansgate and Salford Crescent on 18 July.
Fleet-related cancellations also increased across all fleets. Class 185 reliability remains a key challenge, with ongoing supplier issues from previous periods contributing 2,503 delay minutes in Period 04. A Class 185 recovery plan has been requested from Siemens by 10 August. While Class 397 depot availability was only materially impacted on 14 July, there has been an increase in in-service failures, mainly related to Train Protection Warning Systems, wipers and Heating, Ventilation and Air Conditioning systems.

TransPennine Express will be involved in industry collaboration into North of England Hot Weather Review, we are aiming to result in a number of actions to help improve performance during periods of hot weather.
A Class 185 recovery plan has been requested by Siemens by 10 August. This plan sets out a time-bound and resource-identified programme of activities required to deliver the wide range of activity necessary to achieve the Class 185 fleet target of 25,000 miles per technical incident.

During the next period of hot weather, we expect to see improved performance from onboard equipment, particularly the Heating, Ventilation and Air Conditioning (HVAC) system. This is anticipated to contribute to reductions in both cancellations and delay minutes.
We are currently awaiting Siemens' proposed recovery plan for the Class 185 fleet, which is due to be shared with TransPennine Express for consultation. Once received, this will enable us to assess the viability of the proposed measures and work collaboratively with Siemens to refine the plan where necessary. This will help establish a practical and sustainable pathway towards improving Class 185 fleet performance and reliability over the coming periods.