Safe and secure environment - Trains

Service schedule 33 – Safe and secure environment - Train lighting

Service Specification

All Trains should be fitted with lights to illuminate the passenger compartments,
Train lights shall be turned on unless the daylight level is such that passengers can comfortably read without the benefit of such lights.

A Vehicle will be failed if:

any light bulb or lighting tube does not illuminate when the power is switched on (unless the daylight level is that described in paragraph 1.1 (b). Note units may have dimming lights installed.
any light cover is cracked or broken, is loose or is otherwise unfit for purpose or is missing or there are exposed electrical connections or wiring.

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 95% 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 89% or below performance of the Service in accordance with the Service Specification during a Reporting Period.

Unsatisfactory (1) means 86% 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 34 – Safe and secure environment - On-train CCTV

Service Specification

CCTV and other cameras (each a “camera”) located on Trains should be operational to the standard set. All cameras should be regularly checked for operation. All picture recording systems linked to cameras should be functional.
CCTV cameras and recording equipment shall be functioning and operational at all times during a Train’s journey.

A camera will be failed if any camera or any picture recording system in respect of any camera is not functioning or is not operational to the required standard or is not operating.

A camera will be considered not to be functioning to the required standard and will be failed per camera, if a camera:

fails completely.
if the picture is substandard, that would not allow for the area to be monitored.

A picture recording system will be considered not to be functioning to the standard set and will be failed per camera, if:

the system fails completely.
the picture is substandard, that would not allow for the area to be monitored.

Service Benchmarks

Exceptional performance (5) means 97% 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 91% performance of the Service in accordance with the Service Specification during a Reporting Period.

Adequate Level (2) means 88% or below performance of the Service in accordance with the Service Specification during a Reporting Period.

Unsatisfactory (1) means 85% 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 35 – Safe and secure environment - Train staff and customer care

Service Specification

All Train staff shall receive sufficient training (including refresher training) to allow them to competently perform the functions their roles require of them and shall act at all times in a courteous and professional manner in their dealings with the public.
On each Train there shall be customer care duties carried out as follows:
1. general provision of customer care duties including provision of information to passengers and "helping hand" assistance to adults with small children, infirm, elderly or disabled passengers who may require such assistance.
2. taking appropriate measures to deal with unruly behaviour by any passengers so far as is reasonably practicable in the absence of police assistance and calling for police assistance when required.

A Train will be failed if:

Any staff member who should be wearing a uniform is not, or that uniform is incomplete or is excessively worn or is not wearing, in a prominent position, a badge bearing their name and position/role.
any staff member whose role it is to sell tickets cannot, upon enquiry, provide details of relevant tickets and journey information.
Staff members whose role may include making announcements (including through use of public address systems) are unable to demonstrate a knowledge of the protocol for such announcements and the information to be contained within them or where any Train under inspection is running more than 5 minutes late and a staff member whose role it is to make such public announcements does not do so.
there is no On-Train staff.
any staff member whose role it is to sell tickets or checking tickets are not performing revenue collection duties, this will include customer service duties.

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 80% 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.

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