SMBJones

Hi No is the answer BB "Please advise the customer that an any permitted ticket would allow the change between train operators and London Terminals" Regards Barry Bic Basher Wrote: ------------------------------------------------------- > General question Barry. > > I bought a off-peak return which was labeled "Web > Off-peak return" today to London Terminals from > Forest Hill (which I understand has been taken > over by LOROL) which the route had Southern only > printed on the ticket which I haven't seen before. > I continued my journey to Charing Cross as per > usual by Southeastern. Am I liable for a penalty > fare between LB and CX?

Hi This seems to a regular occurence and have despatched our contractors to look at all lights and look further into this issue, ie maybe a problem with fuse box or something. This is on a four hour call out so should be rectified by this evening Apologies for this Barry ruffers Wrote: ------------------------------------------------------- > One of the lights is out again by the steps at > East Dulwich.

Hi David This would be a similar reposnse to Timsters posting, I have added this to the agenda. I am currently collating all information regarding the Metro Area timings and regular services that do not meet our performance criteria This will take a few weeks and I will respond accordingly Many thanks Barry david_carnell Wrote: ------------------------------------------------------- > Barry > > Well done for all your hard work - it is much > appreciated. > > Following on from Timster's post there are similar > issues relating to the timeliness of the 8:32am > service from Peckham Rye to Victoria. > > It is always late. And I mean always. Sometimes by > two minutes, often by five or more. But what is > more annoying is that up until 8:32am the info > screens say it is on time and then suddenly, for > no apparent reason, it's late. If it is always > going to be late, just be honest and change the > time of this train so we know. > > I know these few minutes may seem inconsequential > but it proves more fustrating than you'd imagine.

Nero/Eileen I am liasing with our marketing department, I will come back in a few days regarding this issue Regards Barry Nero Wrote: ------------------------------------------------------- > Barry, > Could you tell me what our train company is doing > to prevent people from littering trains and > stations and resting their feet on seats? Some > companies have put stickers inside train > carriages. I think yours should do so too, and ask > drivers to make announcements to the same effect. > > The default position for lots of people, from > schoolkids to Guardian-reading professionals, is > to plonk themseleves down and immediately put > their feet on the seat opposite. It's infuriating! > > I do ask people to take them down myself, so I am > not asking your company to do something I wouldn't > do, even though I maintain it is its > responsibility to do so. > I look forward to your reply. > N

Hi It was originally going to be implemented in September however due to some issues this has now been put back to January 2010, there are some postings regarding this. A formal announcement will be made around the last week of November. I will keep the forum updated Regards Barry djw Wrote: ------------------------------------------------------- > Firstly I'm sorry if this is a recently asked > question. Sometime ago I asked when the oyster > card readers would be in action and Steve very > kindly responded saying Sept 09, however, this > date has now been and gone. Therefore, my question > is, do you know when they will be implemented on > the rail network? > tks > djw

Hi Timster I have a very good friend who works at our main control and I sent your posting to him for his comments, please see below, some of the numbers code etc may baffle you. For example 377, 455, 456 are types of trains, ASC is the signal box, 2N10, 2L88 are unique head codes which each service has. Also I attend a quarterly meeting to discuss performance and will also add this to the agenda along with other isues regarding running times. In the meantime you will see that my friend has also sent an email which he refers to in his last paragraph to the Local Ops Manager at Network Rail which may help the cause! Maybe you could be one of my volunteers (see my previous posting relating to this) and come and have a trip to our control,it would give you an idea of what we are up against and se for yourself what running a railway is actually like. Hope this helps Barry 08.56 from Peckham Rye is (2N10) 08.41 Victoria ? London Bridge (formed 4 car 377) and the morning peak circuit it covers (Victoria ? London Bridge via Peckham Rye & Dernmark Hill) is susceptible to overcrowding. This causes some additional (minor) station dwell time en route and can, regrettably, cause (2N10) to run between +2/3? minutes late. The other service (09.01 departure) is (2I88) 08.17 London Bridge ? London Bridge via Sydenham, Crystal Palace, Tulse Hill & Peckham Rye (formed 8 car 377) . The passenger is correct that if (2N10) / (2I88)are running out of course then (2I88) can arrive Peckham Rye early & then wait for booked departure time of 09.01. The passenger has stated that it can arrive up to 5? minute early. The train is scheduled to depart East Dulwich at 08.56 (with 2? minutes extra time pathing requirements built in the schedule) and therefore could only arrive Peckham Rye 2? minutes early (at 08.58) and not up to 5? minute early as suggested. Yes, some logic into thinking of passenger that these trains could become transposed from Peckham Rye but this would have consequential reaction at London Bridge onto stock & driver working of both services. If (2N10) 08.41 Victoria ? London Bridge went forward from Peckham Rye at 09.01 it would not reach London Bridge in time to form return working (2N15 09.11 London Bridge ? Victoria). This would cause enormous problems in altering stock / driver requirements at London Bridge as only max 4 coaches can operate on South London Line Victoria ? London Bridge (via Denmark Hill & Peckham Rye) services. The solution is to try & ensure SLL (south london lines) Victoria ? London Bridge peak services run on time (very challenging due to the short turn-round times & passenger loadings on this route) so that both 08.56 / 09.01 departures Peckham Rye ? London Bridge run on schedule as per timetable. To try and help Network Rail signaller for Peckham Rye (London Bridge A.S.C.) make correct signaling/operating decision re any late running with 2N10 I have e-mailed Local Ops Manager for London Bridge A.S.C. and suggested a ?Traffic Regulation Statement? for (2N10) be implemented at Peckham Rye whereby signaller will monitor 2N10 and if running up to +7? minutes late will give this service preference into Peckham Rye and hold (2I88) on Up Portsmouth Line between East Dulwich & Peckham Rye with consequential delay. Timster Wrote: ------------------------------------------------------- > Barry, > > I know this probably isn't your area, but you > might be able to point me in the direction of who > can help. > > Almost every morning the 0856 from Peckham Rye to > London Bridge is 5 minutes late but the 0901 is 5 > minutes early. This wouldn't matter except that > the 0901 then sits at Peckham Rye for 5 minutes > because, I assume, it is timetabled to leave at > 0901. This means the 0856 is even later because > it has to wait outside the station for the 0901. > Not that anyone from Peckham Rye gets on the 0856 > because they're all on the 0901. > > Could the people at Southern in charge of the > signals just pretend the 0901 is the 0856 and that > the 0856 is the 0901. Then the 0856 (actually the > 0901) would be on time and driver of the 0901 > (actually the 0856) wouldn't have to worry about > running 5 minutes late every morning (I assume > there must be some good reason for this since it > is almost every morning and that he doesn't just > leave 5 minutes late on a point of principle). > > It is a particular pain because it means there is > a gap of 18 minutes from the 0843 and then two > trains that leave in quick succession of each > other. It is also personally annoying because if > I get the 0901 it means I am exactly 5 minutes > late for work (although I concede this could also > be solved by me getting up 5 minutes earlier to > get the 0843....)

Dear all I have been thinking about implementing a surgery of some kind where passengers can come and meet in my office and discuss issues ideas etc (more engagement although this forum is ideal to do that). It would be execellent if 1 passenger from each of the stations I manage were able to meet with me say every three months either here at my office at Streatham Hill or alternatively at London Bridge. I think it may be a good idea to give some tours of our operations so you can see what exactly happens behind the scenes. For example, I could organise a tour of our main control in Croydon, or our depot in Selhurst just some more ideas floating round my head. I think it would be ideal if those persons attending can feedback to the forum and you have another perspective from the passengers eyes Your thoughts would be welcome or even volunteers Look forward to hearing from you Barry Jones Station Manager

Hi I can assure you I am as real as they come, many people from this forum have met me and I can also assure you I am not a generated response from Southern, isnt that right Lady Gooner??? and to finish this part, I do actually care as the Station Manager :)) To your posting... I am not sure how much of the thread you have read I know there are many postings on this subject regarding TVM (ticket vending machines)and the fact there is a tiny ticket office with one member of staff. I have given my commitment that as from January 2010 when the Pay as You Go is implemented I will review all ticketing facilities on my patch. It is my honest opinion that queuing will diminish considerably and also there will be more outlets (including TVMs) where you will be able to top up your oyster. Penalty Fares has also been a contentious issue on this forum, again I will reiterate what I have stated in the past. All Revenue Protection Oficers are fully aware of the fact that if a TVM is closed or a Ticket Office Closed then it is paged out or alternatively they can call our main control for a confirmation if a passenger is disputing this. Alternatively, my two duty managers are also available to speak to at London Bridge (including myself if I am about as I am currently covering two station manager areas) Simon Bott and Chris Robertson are fantastic managers and they will be available if this issue occurs and want some clarification of closures etc. Again it will only take a minute to make that call. In addition I will instruct my Ticket Office manager to inform the staff that breaks must be taken after the peaks, ie peak is 0700 to 1000hrs, unfortunately there will be times when they do have to close for replenishing the ticket stocks or their systems breaking down. I will also ensure in that brief that if this happens they are to call our main control first before doing anything else. Hopefully this helps? Regards Barry gsirett Wrote: ------------------------------------------------------- > Barry > > First ? I would like to echo what many others > have said here ? it is fantastic to see somebody > so committed and genuinely interested in making a > difference ( Or could it be that you are in fact > some sort of automated software developed by > Southern, designed to give the impression that > they really care ;-) ) > > I travel at peak times from ED to LBG and can?t > buy a season ticket because I only travel 4-6 > times a week. > My point: there have been many comments around the > ticket office and ticket machine at ED not being > always available when they should be. I can see > that you?re going to great extents to try to > improve this, but I simply don?t believe that (on > the basis that there is only one machine and one > person) you are ever going to be able to make this > perfect. Machines break, people need to go to the > loo, and, unless you have multiple > machines/people, it?s always going to happen . > To a certain extent, I?m prepared to live with > this. But what I am not prepared to live with is > the ?penalty fare lottery? when I get to LBG > without a ticket on these occasions. Every time I > have to queue at the excess fares window, I break > into cold sweats because it seems completely > random as to whether they are going to accept my > story with a smile or I am going to have to have a > 10 minute row about the fact that the ticket > office was closed. > I know you have systems in place to allow the > revenue inspectors to check, but on many occasions > the office has been closed (or the machine not > working) and they have been told otherwise (I?m > guessing the office hasn?t been ?officially? > closed ? or could it be that the staff don?t want > to admit to closing the office briefly?) It > normally only gets resolved when a whole group of > people gang up on them and the power of the mob > persuades them. I?ve even considered taking a > photo of the office when it?s closed just to show > the revenue inspector at the other end > This probably happens to me once every 6-8 weeks > (and, bearing in mind I only make 4-6 journeys a > week, it probably happens to other more often). > Some people here may say I?m being soft, but I do > find it incredibly stressful, knowing I?m in the > right and being > Is there any way that you can make this whole > process less stressful? There used to be a permit > to travel machine ? that was perfect because I > could show intent to pay but it hasn?t worked for > years

A clone of me if possible! B Jones Station Manager

Hi Sophie..... give me a break, there is a recession on and my budgets tight!! (only joking) I will have a look and see what they come back with Barry sophiesofa Wrote: ------------------------------------------------------- > Hi Barry, is there a speaker at the other end of > the platform (i.e. back of train end). I've never > noticed an announcement up that end, could they > put one up that end too whilst they're there? > Thank you

LadyG/Fluffy and customers Again I extend my apologies for the short formation this morning, as you can appreciate this is beyond my remit and have no control over train planning and our operations department. However I was able to make a call and establish what had happend this morning. The units for the service are 455/456's and unfortunately there were a number out of service having some emergency repairs etc carried out at our depot in Selhurst (as I have said before, safety is paramount). Instead of cancelling the service altogether they decided to run this service in a short formation as a temporary measure untill the other units are fixed. Hopefully tomorrow this will be back to normal. Sorry again Barry FluffyGalore Wrote: ------------------------------------------------------- > Ladygooner Wrote: > -------------------------------------------------- > ----- > > Barry > > Can you let us know why there were only 4 > > carriages on the 7.51 this morning - leaving at > > least 100 people on the platform to wait for > the > > next train? I had to wait on a chilly platform > > this morning for 20 mins for the 8.05 - not a > > happy bunny! > > Thanks > > Same thing happened yesterday, I tried to get the > 7.51 and just could not get on as it was packed, > think there were 6 carriages and about 20 of us > left on the platform.

Hi again Unfortunately the report ha comne back stating that there is no speaker at the end of the platform. Not wanting to disappoint I have now instructed our Customer Information Team to supply a quote so I can organise for one to be placed on that part of the platform Bare with me, I am on the case! Barry SingingWilks Wrote: ------------------------------------------------------- > Hi Barry > > I've mentioned this before on this thread and you > have kindly responded but at East Dulwich the > station announcements still aren't audible on > platform 1 (I think - the one going to London > Bridge), at the front end of the platform past the > shelter where the front of the train stops. Is > there anything that can be done about it? Quite > often recently the trains have been delayed in the > morning and it is frustrating not being able to > hear the announcements which I assume say how long > and why they have been delayed. > > Many thanks for all your good work so far. > > SW

Hi Cath I have just sent a PM to you For those reading I will resolve personally Regards Barry cathg Wrote: ------------------------------------------------------- > Hello, > > You have been so fantastic on this forum I hope > you can help me out on this one. My very > distressed 17 yr-old daughter has just returned > home having lost her monthly 2 zone travelcard > which she bought at north dulwich station > yesterday. What does she do now? Can she get a > refund or replacement or have we lost ?31?

Hi This should have now been rectified Regards Barry Hi Barry, I have asked Amey to send an engineer to East Dulwich to check and adjust the volume level. He should be at site within the hour. Regards Gary. SMBJones Wrote: ------------------------------------------------------- > Hi > > I have faulted this out this morning and hopefully > this will be rectified today > > Regards > > Barry > > > SingingWilks Wrote: > -------------------------------------------------- > ----- > > Hi Barry > > > > I've mentioned this before on this thread and > you > > have kindly responded but at East Dulwich the > > station announcements still aren't audible on > > platform 1 (I think - the one going to London > > Bridge), at the front end of the platform past > the > > shelter where the front of the train stops. > Is > > there anything that can be done about it? > Quite > > often recently the trains have been delayed in > the > > morning and it is frustrating not being able to > > hear the announcements which I assume say how > long > > and why they have been delayed. > > > > Many thanks for all your good work so far. > > > > SW

Hi I have faulted this out this morning and hopefully this will be rectified today Regards Barry SingingWilks Wrote: ------------------------------------------------------- > Hi Barry > > I've mentioned this before on this thread and you > have kindly responded but at East Dulwich the > station announcements still aren't audible on > platform 1 (I think - the one going to London > Bridge), at the front end of the platform past the > shelter where the front of the train stops. Is > there anything that can be done about it? Quite > often recently the trains have been delayed in the > morning and it is frustrating not being able to > hear the announcements which I assume say how long > and why they have been delayed. > > Many thanks for all your good work so far. > > SW

Morning Apologies for those passengers waiting for Peckham Rye to open early this morning. This is now being dealt with as an internal matter. Hopefully this will not occur again Regards Barry

Ralph First of all sincerest apologies this has taken so long to respond too. This is my fault due to an error with my lap top and missed the original reply from my original source. In relation to your points raised I have now managed to find the following. In addition I have some more info which may have be of interest to you. When I get back to my office tomorrow morning I will respond by PM as they have quoted some more info relating to you and your points raised. For now see below Again sorry for delay Barry A Fair Assessment To make sure there is consistency in the way appeals are decided, the DFT has approved a set of specific scenario criteria against which IPFAS will assess each appeal. These must remain confidential to avoid a passenger deliberately claiming a particular circumstance where they would know that their appeal would be upheld. Service levels Train companies have agreed to provide IPFAS with relevant and necessary information and/or evidence within five working days of being asked. IPFAS will respond to rail users within ten working days of receiving an appeal. If more information or evidence is needed, or if the decision is going to take longer than ten working days, we will tell the rail user within ten working days. IPFAS will provide a copy of this Code of Practice to any member of the public who asks for it. Staff training A comprehensive staff training course has been developed to ensure that assessment officers have received all necessary and appropriate training. The programme includes on-going staff assessments to ensure continued application of the agreed assessment criteria. Each appeal has it?s own auditable record to show if the DFT process has been properly followed by the assessor. Need further advice? If an appellant has reason to believe that IPFAS has not followed the agreed appeals procedure then they may contact the Rail Passengers Committee for their area: Passenger Focus Freepost RRRE-ETTC-LEET PO Box 4257 Manchester, M60 3AR Tel: 08453 022022; fax: 08458 501392 Web: www.passengerfocus.org.uk or London TravelWatch 6 Middle Street London EC1A 7JA Tel: 020 7505 9000; fax 020 7505 9003 Web: www.londontravelwatch.org.uk ralphation Wrote: ------------------------------------------------------- > On the topic of fares, penalty fares and stuff, I > have a question. > > I recently incurred a penalty fare (incorrectly) > and appealed it. The Indepnedent Penalty Fare > Appeals Service , to whom I appealed, completely > ignored my reasoning saying that because I had > signed a bit of paper at the station "procedures > had been followed" and that I was liable for the > penalty fare. That is to say, paperwork had been > done regardless of the actual events that took > place. I then complained again about this to IPFAS > but to no avail. > > They have decided their decision is final and have > now added a ?20 "admin fee" to the initial penalty > fare and passed it on to a debt collection agency. > This does not seem the behaviour I would expect > form a truly independent body (they would offer > further ways to appeal, would not add arbitrary > "admin fees" and would not pass debts on to > agencies - not least because the debt is to the > train company not to IPFAS) so I did some > investigation. > > I found out that IPFAS has its offices in > Southeastern Trains HQ and is staffed by > Southeastern Trains staff. On the Dept. of > Transport website, it says an indenpendent appeals > service must be and be seen to be independent. If > what I read about IPFAS is true then it doesn't > seem that it is and makes me wonder whether or not > I should bother paying any of the penalty fare > beyond the single fare I had tried to pay in the > first place when making my joutney. > > Barry, I don't want to have a go at you directly > about my penalty fare problems - I realise that is > not what this thread is for but is this true about > IPFAS? That they are based in an SE Trains office > and employ SE Trains staff?

Hi First of all apologies for the inconvenience caused by the disruption on Wednesday morning. Oyster Pay As You Go will go live in January 2010, we are expecting to make a formal announcement in conjunction with the DFT/TFL at the end of this month. We will be trialling PAYG between Balham and London Victoria from Sunday 8th November, Oyster will be vaild at Balham, Wandsworth Common, Clapham Junction, Battersea Park and London Victoria. Knights Hill Tunnel Incident. In relation to your other point, I have spoken with the Customer Information Manager at our HQ and she states that announcements were made at East Dulwich. I can only assume that because of the nature of the incident on Wednesday morning (see previous post on this page)they were unable to give a clear indication when services would be running normally. Hope this helps Barry Weegee Wrote: ------------------------------------------------------- > Hi Barry > > Do you know when the Oyster machines will be up > and running at East Dulwich > > The other night I saw some chaps on the left hand > machine...the 'hood' was up. > > > Also would it be possible to give updates over the > PA when trains have been cancelled? > > Yesterday morning, the 841, 856 and 916 trains > from ED to London Bridge were all cancelled , > there was no > advice as to when trains would be runing > again...or a rough idea.... > > thanks

Hi I have now spoken with the "Retail Systems Manager" Please see his comments to me below. As you can apprecaite this will take a couple of weeks but we are on the case. As you can see the software will be available tomorrow so he can start working on the issues raised. Regards Barry Barry I am supposed to have the software available tomorrow. After testing and UAT to ensure it is actually doing what it is supposed to be doing correctly, I can then take a look at rectifying this issue. I have located the errant piece of information required. Once I make a change, I have to document everything as a separate change so if I have someone a week later say they forgot to add that such and such needs fixing too it will take longer as I have to rewrite the gate data. SplendidLikePeckham Wrote: ------------------------------------------------------- > Hello Barry - thanks for agreeing to address > various issues via this thread.... > > There seems to be a problem with the ticket > barriers at Peckham Rye when using a 3 day paper > travelcard. If the ticket has been bought from the > station itself then they work fine, however if (as > often happens in my case) it's been bought from > another station they don't work and a member of > staff has to open them. > > During busy times this is a real pain for myself, > other passengers and the staff. Trains have been > missed as a result! > > I wonder if it could be looked into, from a > technical perspective I can't think why this would > happen......

Hi Sophie, not very good! I have passed this onto the route manager at LOROL Regards Barry sophiesofa Wrote: ------------------------------------------------------- > Hello Barry, I know (well I think you said) you > don't cover Forest Hill station but could you pass > on a message please. My colleagues girlfriend > travelled to forest hill with baby twins in a > buggy and a 5 year old and she asked if there was > step free access for when she came back and was > told it was fine. When she went to go home again > she discovered steps and said to a member of staff > that she had been told she wouldn't have a problem > to be told " it's not my problem love and you're > here now". I know my description is very vague > and I don't completely understand because I've > only been to Forest Hill station once and can't > remember where there are and aren't steps but it's > clear that she was treated really badly and she > was really upset afterwards. Thank you

Hi The incident this morning involved a service that split in two whilst entering the tunnel after Tulse Hill, as you can appreciate this was something that could not be dealt with quickly. No injuires or damage to trains and we was able to get another driver to the site to take the other portion of the train forward to London Bridge. This is a very very rare occurence and in the ten years I have been on the railway I have only ever heard of this happening once before regards Barry Ladygooner Wrote: ------------------------------------------------------- > Thanks for the update Barry. Two buses and a tube > later and I got into work on time. Has the > incident been cleared now?

Hi This is beyond my remit as the Station Manager, I have howver forwarded your comments to a senior manager at Southern Railway If you send me a PM with your email address, I will ensure they write to you direct with a response Regards Barry LibraCarr Wrote: ------------------------------------------------------- > Hi, > > Yet again I have travelled up from the south coast > and changed at East Croydon in the hope of getting > a straight through train to East Dulwich. I was > again disapointed to note that I had to get to > Streatham Common to make a connection (waiting 18 > minutes for a train) and then after five trains > (About 45 minutes of waiting) at Streatham Common > my train finally came in. > > Quite clearly, East Croydon is a large area with > shopping and businesses as well, why are there > trains to and from West Croydon and no direct > trains to and from the East Station. > Quite clearly, Southern has the inability to > identify customer flow and should note the amount > of passengers on the London Bridge to East Croydon > route. > > If they are not capable of providing a service > should we not campaign to get another company that > can provide a service - or is it only me that > wants to get a connection to and from East > Croydon? > > Over to you. > > Kind regards, > Libra Carr.

Hi This has now been rectified, apologies to all for this issue. Barry Nelson Wrote: ------------------------------------------------------- > Please can you look into getting some lights in > the east dulwich station as you cant see the steps > coming out of the station at night time and its > only a matter of time before someone has an > accident. Thanks.

Hi Apologies for the inconvenience, I have sent through an email to the project manager regarding this issue (Peckham gates a headache of late) I will see what he has to say before despatching the engineers from "Cubic" Regards Barry SplendidLikePeckham Wrote: ------------------------------------------------------- > Hello Barry - thanks for agreeing to address > various issues via this thread.... > > There seems to be a problem with the ticket > barriers at Peckham Rye when using a 3 day paper > travelcard. If the ticket has been bought from the > station itself then they work fine, however if (as > often happens in my case) it's been bought from > another station they don't work and a member of > staff has to open them. > > During busy times this is a real pain for myself, > other passengers and the staff. Trains have been > missed as a result! > > I wonder if it could be looked into, from a > technical perspective I can't think why this would > happen......

morning Not sure how many will see this.... There is major disruption between Tulse Hill and London Bridge. This has been caused by an incident in the tunnel close to Tulse Hill station Would advise using alternative modes of transportation, London Buses accepting Southern tickets Apologies for the inconvenience this may cause Barry