MEET THE MANAGER EVENTS

Last week, we held three ‘meet the manager’ events at Hatch End, Bushey and Watford High Street. At these events, managers, station and Network Rail colleagues engaged with customers, discussing the significant disruption to services across the DC line in December 2022. A combination of infrastructure failures, engineering works, industrial action, and severe weather   resulted in major disruption to our services. 

Disruption to our services can have a huge impact on our customers’ journeys, so we wanted to engage to let them know that we are doing what we can to fix the issues and improve their journeys. We also treated our customers to a hot drink on us, which was particularly welcomed given the cooler temperatures!

Engaging with our customers and ensuring they are informed of their services is important, therefore we are working to make these events part of our response to significant disruption in the future.

“Our customers seemed delighted by the gesture of a warm coffee on a cold morning, as a way to say sorry for the significant disruption on the line in December.” John Salmon, head of performance and relationships.

“Excellent session at Bushey and I’m really pleased to see how well it went at Watford High Street too! Whilst we understandably had some disappointed customers following the disruption to the DC route throughout December, the event was well received. It is always a good idea to communicate with our customers!’ - Alex Robinson, on time performance leader.

“The event was as popular at Watford High Street as it was at Bushey, which also went well earlier in the week. With Matt Pocock and Alex Robinson, plus representation from the Network Rail performance team, we handed out approximately 115 hot drinks during a morning when it was minus six degrees!’ - Daniel Sweeting, service delivery manager.