Does anyone know what’s going on at Southeastern? A little snapshot from Twitter from Sunday provided an insight into just what a mess the rail company’s communications are in.
As mentioned earlier this month, Greenwich & Woolwich parliamentary candidate Matt Pennycook’s been chasing the firm over the ongoing issues from the Thameslink programme – particularly as services on the Greenwich line have been subjected to big cuts. What happened to the promised 12-car trains that would help mop up displaced passengers? This is a vital question, not just because of the problems faced by passengers, but because public money’s gone into extending platforms so they can accommodate longer trains.
Even though platforms up and down the line have been extended, there’s a problem with Woolwich Dockyard station, which lies in a brick cutting and can’t be extended. Even though this issue’s been known about for years, neither the Government nor Southeastern have fitted trains on the line with selective door opening (hop on the DLR at Cutty Sark to see this in action).
On Sunday morning, a despairing tweet from the Labour man:
Up popped the social media team at Southeastern…
Which prompted Pennycook to pull rank.
I’m sure Pennycook’s next exchange with Southeastern MD David Statham will be an interesting one.
So why did the Southeastern tweeter get it so wrong? Southeastern is strangely incapable of tailoring messages for different parts of its network – the same information that appears at Deptford also appears at Dover, even though services from those stations have nothing in common.
I took a day trip to Margate on Saturday and saw the same, rushed, generic poster about major engineering works there as I’d seen at Charlton – even though the two stations were affected in completely different ways. So if their communications department can’t tell Greenhithe from Greenwich or Westenhanger from Woolwich Arsenal, why would their Twitter team?
This lack of understanding of how different routes need different information also means Southeastern can’t even put across positive messages. Last week’s timetable change contains one big boon – late evening trains from Victoria to Dartford via Bexleyheath; providing an alternative West End terminal as well as help for anyone visiting King’s College Hospital.
These extra trains have had almost no publicity – just a single, tiny line in generic posters. People in Kidbrooke will be no more aware than their counterparts in Canterbury. So it wasn’t a surprise that when I took a late train back from Peckham Rye to Blackheath last Thursday, it was almost empty.
National politicians from both Labour and Conservative parties are as much to blame for Southeastern’s woes as the company’s dire management, as From The Murky Depths rightly points out. It’s laughable to see Bexleyheath’s Tory MP James Brokenshire threaten Southeastern with a “last chance” less than five months after his government colleagues rewarded the firm’s failure with a new franchise, rather than handing the metro routes to Transport for London.
If the capital had an effective political opposition, it’d be hammering the likes of Brokenshire on why London can’t run its own railway. It doesn’t, so they get away with this posturing.
But even if signals fail, points seize up and snow blocks the line, the one thing Southeastern has total control over is its communications – not just with passengers, but with local politicians. If it can’t even deal honestly with the latter, what hope has Southeastern got for dealing with the rest of us?