Ambience and asset - Trains

Service schedule 23 – Ambience and asset - Train seats, tables, racks, cycle and other passenger facilities

Service Specification

Seats and tables on Trains should be undamaged and generally fit for purpose. This includes both the seat assembly, any seat tilt and slide mechanism and covers, as well as any fold-down tables or slide-out table assemblies.

A vehicle will be failed if a seat:

is missing or a seat cushion is missing, damaged or is improperly secured to the seat frame.
has a cover which is ripped or pierced in any way (being a tear or cut of more than 5cm in length or a hole greater than 2cm2 in area), or the cover is missing or not properly secured to the seat.
has an assembly which is insecure or unstable or is noticeably damaged, which affects the functionality or where it could cause injury to a passenger or damage personal property.
any seat tilt and slide mechanism does not operate correctly and does not retain all seats in an upright position.

a vehicle will be failed if any luggage racks/stacks are not securely fitted, are unstable or the facility is noticeably damaged.

a vehicle will be failed if any cycle assembly is not securely fitted, is unstable, the facility is noticeably damaged or blocked off for passenger use.

a vehicle will be failed if any tables (including fold-down or slide-out tables) are not securely fitted, are unstable or are noticeably damaged which would prevent the use of the table or could cause injury.

Service Quality Benchmarks

Exceptional performance (5) means 93% performance of the Service in accordance with the Service Specification during a reporting period.

Strong performance (4) means 90% performance of the Service in accordance with the Service Specification during a Reporting Period.

Acceptable performance (3) means 87% performance of the Service in accordance with the Service Specification during a Reporting Period.

Adequate Level (2) means 84% or below performance of the Service in accordance with the Service Specification during a Reporting Period.

Unsatisfactory (1) means 81% or below performance of the Service in accordance with the Service Specification during a Reporting Period.

Maximum number of inspections

The maximum number of inspections per Reporting Period shall be, limited to one inspection per Vehicle number, with a programme of inspections that are representative of the number of services operating in the peak and off-peak and unit type.

The Authority will provide the train head code for the service audited.

Expected repair

5 Working Days.

Service schedule 24 – Ambience and asset - Power sockets

Service Specification

Any vehicle which should be equipped with a power socket shall be so equipped. Each power socket shall be fully functional and operational.

A vehicle will be failed if

(a) any power socket provided does not function as intended.

Service Benchmarks

Exceptional performance (5) means 93% performance of the Service in accordance with the Service Specification during a reporting period.

Strong performance (4) means 90% performance of the Service in accordance with the Service Specification during a Reporting Period.

Acceptable performance (3) means 87% performance of the Service in accordance with the Service Specification during a Reporting Period.

Adequate Level (2) means 84% or below performance of the Service in accordance with the Service Specification during a Reporting Period.

Unsatisfactory (1) means 81% or below performance of the Service in accordance with the Service Specification during a Reporting Period.

Maximum number of inspections

The Authority will provide the train head code for the service audited.

Expected repair

5 Working Days.

Service schedule 25 – Ambience and asset - Train weather and wind proofing

Service Specification

Trains shall provide protection from the weather and draughts in all areas, including connecting passages between carriages.

A Vehicle shall be failed if:

Any part is leaking or is otherwise not weather or draught proof; or
Any window does not provide protection from the weather and draughts when closed.

Any doors which fail to provide adequate weather or wind proofing shall be covered by Service Schedule 28 –Train Doors

Service Benchmarks

Exceptional performance (5) means 98% performance of the Service in accordance with the Service Specification during a reporting period.

Strong performance (4) means 96% performance of the Service in accordance with the Service Specification during a Reporting Period.

Acceptable performance (3) means 94% performance of the Service in accordance with the Service Specification during a Reporting Period.

Adequate Level (2) means 92% or below performance of the Service in accordance with the Service Specification during a Reporting Period.

Unsatisfactory (1) means 90% or below performance of the Service in accordance with the Service Specification during a Reporting Period.

Maximum number of inspections

The Authority will provide the train head code for the service audited.

Expected repair

5 Working Days.

Service schedule 26 – Ambience and asset - Train heating/ventilation

Service Specification

The heating and ventilation systems fitted by the manufacturer in the Vehicle should be fully functional and used to provide passengers with a comfortable travelling environment.

A Vehicle will be failed if:

the heating system is in operation when the ambient temperature is above 23 degrees centigrade.
the average temperature in the passenger compartments of a Vehicle fitted with a heating and ventilation system, is less than 16 degrees centigrade or more than 23 degrees centigrade.
any window which is intended by the operator to be capable of being opened and closed by passengers is not capable of being opened and closed and of remaining so.

A Vehicle which is not fitted with an air conditioning unit will not be failed for the reason described in (b) above if the temperature is more than 23 degrees centigrade, provided the heating system is switched off and all windows intended by the manufacturer to be capable of being opened by passengers are capable of being so opened.

Service Benchmarks

Exceptional performance (5) means 98% performance of the Service in accordance with the Service Specification during a reporting period.

Strong performance (4) means 96% performance of the Service in accordance with the Service Specification during a Reporting Period.

Acceptable performance (3) means 94% performance of the Service in accordance with the Service Specification during a Reporting Period.

Adequate Level (2) means 92% or below performance of the Service in accordance with the Service Specification during a Reporting Period.

Unsatisfactory (1) means 90% or below performance of the Service in accordance with the Service Specification during a Reporting Period.

Maximum number of inspections

The Authority will provide the train head code for the service audited.

Expected repair

5 Working Days.

Service schedule 27 – Ambience and asset - Train doors

Service Specification

All external train doors on Vehicles should function properly and be capable of being opened at each Station. External doors on the relevant side of the Vehicle should open at each halt.
All gangway doors between Vehicles should function properly and be capable of being opened and shut at all times.
All vestibule doors which separate one area of a coach from another i.e. a door in/out of first class on a 170 unit should function properly and be capable of being opened and shut at all times.

A Vehicle will be failed if:

a gangway door is not capable of being opened or shut properly.
a vestibule door is not capable of being opened or where a vestibule door is in the open position and a member of on train staff are unable to reset as per the door design.
an external door does not open when the illuminated door release button is depressed during a halt at a Station, or the door release button does not actually illuminate during a halt at a Station.
an external door does not provide a seal against weather and draughts.
the exterior door "open" or "close" exterior lights are not functioning and do not illuminate during a halt at a Station.
the exterior door opening and closing audio alarm is not functioning and is not audible when the door opens and closes during a halt at a Station.
the spotlighting of a doorstep plate is not functioning.
the door button bezel trim is damaged or missing where installed.
a toilet entrance door does not open when the illuminated door release button is depressed, or the door release button does not actually illuminate.
there is a toilet availability indicator in the passenger carriage, then such indicator is not fully functional.

Service Benchmarks

Exceptional performance (5) means 96% performance of the Service in accordance with the Service Specification during a reporting period.

Strong performance (4) means 94% performance of the Service in accordance with the Service Specification during a Reporting Period.

Acceptable performance (3) means 92% performance of the Service in accordance with the Service Specification during a Reporting Period.

Adequate Level (2) means 90% or below performance of the Service in accordance with the Service Specification during a Reporting Period.

Unsatisfactory (1) means 88% or below performance of the Service in accordance with the Service Specification during a Reporting Period.

Maximum number of inspections

The Authority will provide the train head code for the service audited.

Expected repair

5 Working Days.

Service schedule 28 – Ambience and asset - Train toilets

Service Specification

Each toilet on a Train, will be failed if:

a toilet is closed for customer use.
it is not Fully functional (to include lights, locks and seats) open, sanitary and available for use. The main toilet light should be functional, all other lights report under service schedule 33 train lights.
it is damaged or has been contaminated in such a way that it could damage or injure passengers or their clothing or articles (including by staining).
it is not stocked with required consumables (e.g., toilet paper and soap) where any facility exists that may require restocking.
it does not provide a functioning water supply for washing purposes and a means of drying. All such facilities should be operational.
any disabled fittings meant to be fitted to comply with relevant disability guidance are absent or are not fully functional and available for use.
any baby changing facilities meant to be fitted are absent or are not fully functional and available for use.

Service Benchmarks

Exceptional performance (5) means 90% performance of the Service in accordance with the Service Specification during a reporting period.

Strong performance (4) means 88% performance of the Service in accordance with the Service Specification during a Reporting Period.

Acceptable performance (3) means 86% performance of the Service in accordance with the Service Specification during a Reporting Period.

Adequate Level (2) means 84% or below performance of the Service in accordance with the Service Specification during a Reporting Period.

Unsatisfactory (1) means 82% or below performance of the Service in accordance with the Service Specification during a Reporting Period.

Maximum number of inspections

The Authority will provide the train head code for the service audited.

Expected repair

5 Working Days.

Service schedule 29 – Ambience and asset - Wifi on train

Service Specification

Any vehicle which should be equipped with WiFi shall be so equipped and shall be fully functional and operational.

A Vehicle will be failed if:

the WiFi and is not so equipped and fully functional and operational -the test will be to connect to the BBC News.

Service Benchmarks

Exceptional performance (5) means 98% performance of the Service in accordance with the Service Specification during a reporting period.

Strong performance (4) means 96% performance of the Service in accordance with the Service Specification during a Reporting Period.

Acceptable performance (3) means 94% performance of the Service in accordance with the Service Specification during a Reporting Period.

Adequate Level (2) means 92% or below performance of the Service in accordance with the Service Specification during a Reporting Period.

Unsatisfactory (1) means 90% or below performance of the Service in accordance with the Service Specification during a Reporting Period.

Maximum number of inspections

The Authority will provide the train head code for the service audited.

Expected repair

5 Working Days.

Service schedule 30 – Ambience and asset - On-train refreshment and food facilities

Service Specification

Any train which should be equipped with refreshment and/or food facilities (together “food facilities) shall be equipped with such facilities.

Where a Train is equipped with food facilities these shall be fully functioning and staffed and stocked so as to be operational.

A Train will be failed if:

the Train should be equipped with food facilities and is not so equipped;
any food facility is not fully functional, and staffed so as to be operational; or
any food facility does not provide as a minimum for sale of hot and cold beverages and snacks on the applicable passenger services.

Service Benchmarks

Exceptional performance (5) means 95% performance of the Service in accordance with the Service Specification during a reporting period.

Strong performance (4) means 93% performance of the Service in accordance with the Service Specification during a Reporting Period.

Acceptable performance (3) means 91% performance of the Service in accordance with the Service Specification during a Reporting Period.

Adequate Level (2) means 89% or below performance of the Service in accordance with the Service Specification during a Reporting Period.

Unsatisfactory (1) means 87% or below performance of the Service in accordance with the Service Specification during a Reporting Period.

Maximum number of inspections

The Authority will provide the train head code for the service audited.

Expected repair

N/A

< Previous | Contents | Next >