| Reporting area | Target | Period 3 (31/05/26 to 27/06/26) |
||
|---|---|---|---|---|
| Overall station performance | 84% | 81.28% |
||
| % of faults fixed in line with SLAs | TBC | TBC | ||
| Overall trains performance | 90% | 84.74% | ||
| % of faults fixed in line with SLAs | TBC | TBC | ||
Last updated 10th July 2026 - This page is updated every 4 weeks
(Overall % performance for STATIONS consists of total average across Ambience & Assets, Clean & Tidy, Customer Information and Ticketing & Staffing assessment areas for 19 x TPE + 3 x Network Rail locations across our network.
Overall % performance for TRAINS consists of total average across Ambience & Assets, Clean & Tidy, Customer Information assessment areas across our three fleets)
Each year, we review how we manage customer complaints and delay compensation to improve the experience for everyone who travels with us. This report explains what we’ve changed in the past year, based directly on customer feedback, and the impact those improvements have made.