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“Please help me persuade Southeastern to fix this: Trains are too cold” – Julia Taylor

Description

Julia Taylor

The temperature on the 9.02 from Battle to London this morning was appalling and probably illegal (had I a thermometer I could tell you). It was positively icy, and even when the train got full up at Orpington, not even people's body heat could defrost us. This is not the first time. No announcement was made to explain it or apologise.

Problem History

  • 1 Julia Taylor reported the issue on FixMyTransport. close 14:26 13 Dec 2011
  • 2 Julia Taylor wrote to Southeastern close 14:26 13 Dec 2011

    Here is the letter that Julia Taylor wrote.

    Trains are too cold

    The temperature on the 9.02 from Battle to London this morning was appalling and probably illegal (had I a thermometer I could tell you). It was positively icy, and even when the train got full up at Orpington, not even people's body heat could defrost us. This is not the first time. No announcement was made to explain it or apologise.

  • 3 Paul Hollinghurst commented close 15:58 13 Dec 2011

    Do you think the train crew were aware of the problem? If not then you need to mention it to the driver or guard, although I realise this may only be possible when you leave the service. This occasionally happens on the route I travel on; the driver may simply be unaware that the heating has cut out and can reset it, or if there is a fault can report it.

    anorak
    admin
  • 4 Julia Taylor commented close 18:29 16 Dec 2011

    Paul - you're right - but there was no guard who passed by and the danger of getting up to report the problem is that you end up cold and without a seat! I have noticed that the first two carriages of trains have been without heating a few times this Autumn / Winter - so I will be making the guard(s) aware as and when.

  • 5 Paul Hollinghurst commented close 00:25 17 Dec 2011

    Julia, You are right that in reality you can only really hope to point it out as you leave the train to help the passengers who stay on. The last time it happened to me was on a non-stop service from London to Cambridge (50 mins) which left the passengers freezing.
    I am unsure whether it is at all obvious to the driver what is happening to the heating and lighting in the train, and of course it may depend on the type of train. I think the ones on the Battle route are new (and when working properly quite comfortable!) so you would have hoped they would be well designed for this. Hopefully Southeastern will give a useful reply.

    anorak
    admin
  • 6 Peter Dixon commented close 15:28 18 Dec 2011

    I have heard of all sorts of problems with train heating and how they can be impacted and changed. The problem is deciding whether the train should be cancelled or run cold but really they should be fixed.

    My advice Julia would be to keep an eye on your trains and if they are cold, record them on this page. Hopefully, this should help South Eastern understand which trains are cold and get them fixed ASAP.

    I hope this helps

    FMT Volunteer

    anorak
    admin
  • 7 [email address] responded to Julia Taylor close 11:33 21 Dec 2011
    Please do not reply to this e-mail. We are unable to respond to
    e-mails we receive at this address. If you’d like to email us
    another question or comment please use our e-mail contact
    webform:
    http://www.southeasternrailway.co.uk/abo...

    Thank you

    Southeastern Customer Relations, PO Box 63428, London, SE1P 5FD

    Tel: 0845 000 2222

    Ref: 518117 / 287047

    Dear Ms Taylor

    Thank you for your email form which we received on 14^th
    December 2011.

    I am sorry that you had an unpleasant journey when travelling on
    the 0902 service from Battle to London. I realise that this was
    because the heating was not working in your carriage. I can
    appreciate how uncomfortable this must have been, please accept
    my apologies.

    All of our heating equipment is checked before the train goes
    into service, and then again at the end of service. This is
    essential as our trains do have to meet Health and Safety
    specifications crucial to vehicles that are in public use. If a
    problem is detected during these checks, we will endeavour to
    rectify it before the train goes into service. If the fault
    cannot be fixed quickly, then the carriage will remain at the
    depot until this is completely resolved.

    However faults can happen when a train has already gone into
    service. When this does happen the driver will attempt to fix
    it, as they are trained to rectify minor faults. If the problem
    is more serious then the driver would report this to our
    Operations department, who would then arrange for the train unit
    to be repaired at the depot as soon as possible.

    I have also brought your comments to the attention of the Depot
    Manager, to ensure that problem you have detailed is rectified
    quickly. We do have agreed maintenance programmes in place as do
    want out train fleet to suffer as few mechanical problems as
    possible. Our Operations department also monitor the performance
    of all our trains, which include analysing passenger feedback
    about specific problems.

    Once again, please accept my apologies for the difficult journey
    you had on this occasion. I hope that your future journeys with
    us will be more pleasant.

    Yours sincerely

    Pauline Owen

    Customer Relations Officer

    Southeastern

Comment
  • started 13 December 2011
  • supporters 2
Train route between Battle and London Charing Cross operated by Southeastern
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