ScotRail Queries

John recently raised a number of specific issues, brought to him by constituents, with ScotRail. The issues related to redundancy schemes, cleaning, toilet failures, refreshment trolley services, breakdowns and online issues. You can read ScotRail’s replies below:

  • Since the start of the franchise in April 2015, the number of leavers under voluntary redundancy has been as follows: 2015/16 : 48, 2016/17 :  23, and 2017/18 : 17.
  • We have a comprehensive resourcing plan of cleaning requirements for our train fleet.  A new cleaning regime is in place and the results from mystery shopper exercises out and about on the network have been very encouraging.  In the last couple of months, we have created 21 new cleaning posts and we will continue with this recruitment drive into 2018, as we introduce the electric trains and High Speed Trains connecting Scotland’s seven cities.
    John has sought clarification on where these posts are. 
  • We don’t keep a rolling record of toilet failures.  Any faults are, however, reported and dealt with at our maintenance depots as quickly as possible following any reports of defects or blockages.  Transport Scotland does measure our on-train cleaning standards, including toilets, and the most recent mystery shopper results show a steady improvement on toilet presentation and functionality.  We have made a number of modifications to some of the on-train toilets to improve their reliability, as well as introducing controlled emission toilets on our Class 156 trains.
  • The number of occasions this year Inverness to Wick/Thurso trains ran without a refreshment trolley was 434.  This is 18.8% of the 2300 services we have run on the route so far this year.  We recognise this is not good enough and have a plan in place to address the staffing challenges on this route.
  • A full review was undertaken with the Freight Operating Company following the locomotive breakdown on 13 The company has reviewed its contingency arrangements to recover a locomotive in the event of a breakdown and we have asked them to work with other operators to minimise any disruption if there is any future locomotive failure.
    John has lodged parliamentary questions to assess what contingencies are in place in the event of future breakdowns
  • I am pleased to advise the problem with our online customer comments forms was resolved very quickly and the system is again operating normally.