Complaints made by London Midland passengers fall by over 70 per cent

MPMC Milton Keynes Train Station
MPMC Milton Keynes Train Station

The number of complaints made by London Midland passengers has fallen by over 70 per cent, according to the latest figures released by the Office for Rail Regulation.

When comparing the quarter three results for 2013-14 against those recorded in 2012-13 there is a 73.3 per cent decrease, with a reduction from 148.9 complaints per 100,000 passenger journeys to 39.7.

This meant London Midland recorded the biggest fall in complaints out of all 19 UK-based train operating companies.

Richard Brooks, London Midland’s commercial director said, “We have worked extremely hard to improve performance and reliability, as we know these are the two factors that drive customer satisfaction.

“The results demonstrate that we have turned a corner following the difficulties we faced in 2012, and I’m delighted that our customers are feeling that”.

> The news comes on the same day London Midland received national recognition for its commitment to the green agenda in the Zero Waste Awards.

When London Midland was launched in 2007, the company was recycling around 58% of its non-hazardous waste, but engineering director, Neil Bamford said he was convinced the figure could be improved upon.

The rail company established a waste and recycling group, tasked with examining all areas of the business’ operations from stations, offices and depots across its network.

In December 2013, the percentage of waste the company was recycling sat at 97.9%, with an industry leading average of 94.1% for the year, which has led to the company being shortlisted for a National Recycling Award in the retail/service sector category.

Neil said: “In 2013, we prevented the landfill of 2,307 tonnes of waste. We also reduced the amount of packaging in our goods received by working closely with suppliers; our waste volumes in the last 7 periods were on average 43 tonnes lower than the average produced in the first 6 periods of the year.

“I am extremely proud of this achievement and the commitment that colleagues across the business have shown”.

The overall winners will be announced at an awards ceremony at the London Hilton on Park Lane on July 3.