Cleanliness - Trains

Service schedule 31 – Cleanliness - Train graffiti

Service Specification

  1. On train there should be no graffiti of a political, racial, religious, sexual or other potentially offensive nature (internally or externally).
  2. Other graffiti must not be readily apparent to a casual user of the Train.

A Vehicle will be failed if:

  1. any graffiti which falls within the description above is visible.
  2. other graffiti covers an area extending in total to 1 square metre or an A5 sheet of paper cannot cover any individual graffiti.
  3. any stickering that falls within the description is visible.
  4. other stickering covers an area extending in total to 1 square metre or an A5 sheet of paper cannot cover any individual graffiti.

Without limiting the normal meaning of the word graffiti, for the purposes of this service schedule, graffiti will be regarded as writing, painting, drawing or scribbles. Line indentation, line marking, or scratching shall not constitute graffiti as this is clearly no more than scuffing or reasonable wear and tear on the surface. The definition of graffiti shall also include the application of any stickers or labels.

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 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 32 – Cleanliness - Train litter and cleanliness

Service Specification

Trains should be kept clean and free from litter.

A Vehicle will be failed if:

  1. There are more than 10 items of litter, equal to or larger than the size of a credit card, found within the Vehicle (other than in a litter bin).
  2. Any litterbin is full which would prevent the use of the bin or is damaged in a way that would prevent the use of the bin or could cause injury to a passenger.
  3. the windows are so dirty that a normally sighted person cannot read a Station sign through a window.
  4. there is any contamination or spillage which makes the Vehicle dangerous, unusable or unpleasant for the passenger
  5. any surface in the interior of the Vehicle (except the floor) is so dirty that it could contaminate a passenger’s clothing.
  6. a seat has been contaminated in such a way that it could damage passengers clothing or articles (including by staining).
  7. a toilet is not sanitary.

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 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.