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“Please help me persuade Southeastern to improve bike security at Chislehurst Train Station” – Vincent Kettner

Description

Vincent Kettner

I have just had a second bike stolen from the bike racks at Chislehurst train station in 7 months. I reported both as stolen formally with the police - the first bike was not recovered and I hold no hope that the second bike will be recovered either. The first time my bike was stolen, the police collected the CCTV records but informed me that the quality was so bad and the cameras so far from the racks that there was virtually no chance they would be able to identify the thief. I am waiting to hear back about the 2nd bike but I imagine I will get the same response. The staff at the station inform me that there is a problem with bike theft there and that cycles frequently get stolen. If this is the case, why isn't security better? At least have a set of cameras covering the racks so that police have a fighting chance of getting a positive id. Also more secure bike racks would slow the thieves down significantly. As an annual ticket holder paying a significant amount of money to Southeastern, I expect facilities to be of a much higher standard than they currently are.

Problem History

  • 1 Vincent Kettner reported the issue on FixMyTransport. close 08:23 10 Jun 2013
  • 2 Vincent Kettner wrote to Southeastern close 08:23 10 Jun 2013

    Here is the letter that Vincent Kettner wrote.

    Poor security monitoring bike racks at station

    I have just had a second bike stolen from the bike racks at Chislehurst train station in 7 months. I reported both as stolen formally with the police - the first bike was not recovered and I hold no hope that the second bike will be recovered either. The first time my bike was stolen, the police collected the CCTV records but informed me that the quality was so bad and the cameras so far from the racks that there was virtually no chance they would be able to identify the thief. I am waiting to hear back about the 2nd bike but I imagine I will get the same response. The staff at the station inform me that there is a problem with bike theft there and that cycles frequently get stolen. If this is the case, why isn't security better? At least have a set of cameras covering the racks so that police have a fighting chance of getting a positive id. Also more secure bike racks would slow the thieves down significantly. As an annual ticket holder paying a significant amount of money to Southeastern, I expect facilities to be of a much higher standard than they currently are.

  • 3 [email address] responded to Vincent Kettner close 10:33 13 Jun 2013
    Please do not reply to this email, as we will not receive your
    response. If you’d like to email us another question or comment
    please use our email contact webform:
    http://www.southeasternrailway.co.uk/abo...

    Thank you

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

    Tel: 0845 000 2222

    Ref: 601754 / 472255

    Dear Mr Kettner

    Thank you for your email dated 10 ^ June.

    I'm sorry that you cycle was recently stolen from the cycle
    racks at Chslehurst station. I've taken careful note of what
    you've told us and can understand the reason for your concern
    and frustration.

    I would like to start by assuring you of our determination to
    operate well-maintained CCTV systems for the protection of
    everybody who uses our network. Over the past few years, we've
    reviewed the CCTV provision at a number of stations, improving
    and increasing where necessary, and have moved to an integrated
    digital recording system, with a central monitoring centre for
    stations. The image quality is usually very good – certainly
    much better than was the case a few years ago, when the images
    were recorded onto VHS tapes, as these inevitably deteriorated
    through usage.

    As for the position at Chislehurst, I'll ask our CCTV management
    team to review the position and see how we can make things
    better for passengers who leave their cycles at the station. We
    recognise that the provision of safe and secure station
    facilities is an important issue, and while we believe that
    cycles are generally more secure at our stations than in the
    past (with more sheltered cycle storage spaces, which are
    covered by CCTV, and secure cycle locker facilities at a number
    of locations), we'll look at how we can improve the position at
    Chislehurst.

    Once again, thank you for letting us know about your experience,
    and I'm very sorry that you've needed to do so.

    Yours sincerely

    David Eustace

    Customer Relations Officer

    Southeastern

    Please do not reply to this email, as we will not receive your
    response. If you’d like to email us another question or comment
    please use our email contact webform:

    http://www.southeasternrailway.co.uk/abo...

    Disclaimer

    This email and any attachments (together "this email") are
    strictly confidential and intended solely for use by the
    individual or entity to whom they are addressed. Unauthorised
    use of this email (including disclosure, copying and printing
    for any reason) is strictly prohibited.

    Southeastern denies any responsibility and liability in relation
    to the transmission and use of this email to the extent
    permitted by law. Any views expressed by an individual within
    this email do not necessarily reflect the views of Southeastern.

    Any emails sent to Southeastern personnel may be monitored by
    systems or persons other than the addressee for purposes of
    ascertaining whether they comply with Southeastern’s policies.

    If you have received this email in error, please notify the
    sender immediately by email, facsimile or telephone.

    Please visit our website at: www.southeasternrailway.co.uk

    London & South Eastern Railway Limited is a company registered in England (No.04860660). 
    Registered office: 3rd Floor, 41-45 Grey Street, Newcastle upon Tyne, NE1 6EE.

  • 4 [email address] responded to Vincent Kettner close 14:15 17 Jun 2013
    Please do not reply to this email, as we will not receive your
    response. If you’d like to email us another question or comment
    please use our email contact webform:
    http://www.southeasternrailway.co.uk/abo...

    Thank you

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

    Tel: 0845 000 2222

    Ref: 601754 / 473659

    Dear Mr Kettner

    I'm writing further to my earlier email, regarding CCTV coverage
    of the cycle racks at Chislehurst station.

    Following our investigation into your complaint, I'm writing to
    tell you that the CCTV coverage of both the racks at the station
    is very good - both day and night (I'll be pleased to send you
    images if you would like to see them). There are approaching 40
    CCTV cameras at Chislehurst and these provide a comprehensive
    coverage of the station. Of course, as with most other CCTV
    systems, it isn't possible to enlarge, or ‘zoom in’ on, a
    recorded image, and this makes any identification of individuals
    captured on CCTV a very difficult process.

    While we're unable to comment on what you were told by the BTP,
    as the CCTV covers most areas of the station, it's possible to
    pick up a person from the time he/she enters the station. This
    can make identification easier.

    If I can help you further with this, please do not hesitate to
    get back in touch with me.

    Yours sincerely

    David Eustace

    Customer Relations Officer

    Southeastern

    Please do not reply to this email, as we will not receive your
    response. If you’d like to email us another question or comment
    please use our email contact webform:

    http://www.southeasternrailway.co.uk/abo...

    Disclaimer

    This email and any attachments (together "this email") are
    strictly confidential and intended solely for use by the
    individual or entity to whom they are addressed. Unauthorised
    use of this email (including disclosure, copying and printing
    for any reason) is strictly prohibited.

    Southeastern denies any responsibility and liability in relation
    to the transmission and use of this email to the extent
    permitted by law. Any views expressed by an individual within
    this email do not necessarily reflect the views of Southeastern.

    Any emails sent to Southeastern personnel may be monitored by
    systems or persons other than the addressee for purposes of
    ascertaining whether they comply with Southeastern’s policies.

    If you have received this email in error, please notify the
    sender immediately by email, facsimile or telephone.

    Please visit our website at: www.southeasternrailway.co.uk

    London & South Eastern Railway Limited is a company registered in England (No.04860660). 
    Registered office: 3rd Floor, 41-45 Grey Street, Newcastle upon Tyne, NE1 6EE.

  • 5 Vincent Kettner wrote to [email address] close 15:48 17 Jun 2013

    Dear Mr Eustace

    Thank you for your response. I appreciate that there are a number of cameras at Chislehurst station, but if they are not able to identify individuals committing crime then I am not sure what purpose they serve. It seems to me that they are only useful as a deterrent, and a slight one at that, as the bike thieves have now become fully aware of the fact that they are largely inefficient.

    Either better monitoring technology needs to be invested in or cameras need to be positioned directly next to the racks to ensure that the zoom is not required. In addition to this, the measure which would most help to prevent bike thefts and the one which I am most surprised that Southeastern have not yet taken as it would also reduce fare evasion, is the introduction of a ticket barrier at the station.

    Until some or all of these measures are taken I am certain that I and many other Southeastern clients can look forward to continuing to have their bicycles stolen in the future.

    Regards
    David

    -----Original Message-----

    Please do not reply to this email, as we will not receive your
    response. If you’d like to email us another question or comment
    please use our email contact webform:
    http://www.southeasternrailway.co.uk/about-us/contact-us/

     

    Thank you

     

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

     

    Tel: 0845 000 2222

     

    Ref: 601754 / 473659

     

    Dear Mr Kettner

     

    I'm writing further to my earlier email, regarding CCTV coverage
    of the cycle racks at Chislehurst station.

     

    Following our investigation into your complaint, I'm writing to
    tell you that the CCTV coverage of both the racks at the station
    is very good - both day and night (I'll be pleased to send you
    images if you would like to see them). There are approaching 40
    CCTV cameras at Chislehurst and these provide a comprehensive
    coverage of the station. Of course, as with most other CCTV
    systems, it isn't possible to enlarge, or ‘zoom in’ on, a
    recorded image, and this makes any identification of individuals
    captured on CCTV a very difficult process.

     

    While we're unable to comment on what you were told by the BTP,
    as the CCTV covers most areas of the station, it's possible to
    pick up a person from the time he/she enters the station. This
    can make identification easier.

     

    If I can help you further with this, please do not hesitate to
    get back in touch with me.

     

    Yours sincerely

     

     

    David Eustace

    Customer Relations Officer

    Southeastern

     

     

    Please do not reply to this email, as we will not receive your
    response. If you’d like to email us another question or comment
    please use our email contact webform:

     

    http://www.southeasternrailway.co.uk/about-us/contact-us/

     

    Disclaimer

     

    This email and any attachments (together "this email") are
    strictly confidential and intended solely for use by the
    individual or entity to whom they are addressed. Unauthorised
    use of this email (including disclosure, copying and printing
    for any reason) is strictly prohibited.

     

    Southeastern denies any responsibility and liability in relation
    to the transmission and use of this email to the extent
    permitted by law. Any views expressed by an individual within
    this email do not necessarily reflect the views of Southeastern.

     

    Any emails sent to Southeastern personnel may be monitored by
    systems or persons other than the addressee for purposes of
    ascertaining whether they comply with Southeastern’s policies.

     

    If you have received this email in error, please notify the
    sender immediately by email, facsimile or telephone.

    Please visit our website at: www.southeasternrailway.co.uk

    London & South Eastern Railway Limited is a company registered in England (No.04860660). 
    Registered office: 3rd Floor, 41-45 Grey Street, Newcastle upon Tyne, NE1 6EE.

     

  • 6 Customerservices responded to Vincent Kettner close 15:48 17 Jun 2013
    This email has been automatically sent to you by Southeastern
    customer services. Please don’t ‘reply’ or send emails directly
    to this email address as you will not receive a response.

    If you have any further questions or comments that you’d like to
    pass to us then can call us 0845 000 2222 (24 hours a day except
    Christmas day) or send us an email webform
    [1]http://www.southeasternrailway.co.uk/ind...

    Thank you

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    References

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  • 7 [email address] responded to Vincent Kettner close 09:13 21 Jun 2013
    Please do not reply to this email, as we will not receive your
    response. If you’d like to email us another question or comment
    please use our email contact webform:
    http://www.southeasternrailway.co.uk/abo...

    Thank you

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

    Tel: 0845 000 2222 or 01732 378751

    Ref: 601754 / 473912

    Dear Mr Kettner

    Thank you for your email 17 June. regarding CCTV coverage at
    Chislehurst station.

    I can understand the reason for your concern, but the CCTV
    coverage on our network uses the latest technology and is as
    comprehensive as possible. However, there are limits as to what
    any CCTV system can provide. And we find that those who set out
    to commit criminal acts - for example, breaking into station
    ticket machines - cover there faces, thereby making any form of
    identification virtually impossible. That said, CCTV does
    provide a deterrent to anti-social behaviour and opportunist
    criminal acts.

    Having ticket gates at a station certainly protects against
    fares evasion and also helps control access onto our system.
    These have been installed at many stations on our network and
    may be extended to more stations in the future.

    Once again, thank you for contacting us.

    Yours sincerely

    David Eustace

    Customer Relations Officer

    Southeastern

    Please do not reply to this email, as we will not receive your
    response. If you’d like to email us another question or comment
    please use our email contact webform:

    http://www.southeasternrailway.co.uk/abo...

    Disclaimer

    This email and any attachments (together "this email") are
    strictly confidential and intended solely for use by the
    individual or entity to whom they are addressed. Unauthorised
    use of this email (including disclosure, copying and printing
    for any reason) is strictly prohibited.

    Southeastern denies any responsibility and liability in relation
    to the transmission and use of this email to the extent
    permitted by law. Any views expressed by an individual within
    this email do not necessarily reflect the views of Southeastern.

    Any emails sent to Southeastern personnel may be monitored by
    systems or persons other than the addressee for purposes of
    ascertaining whether they comply with Southeastern’s policies.

    If you have received this email in error, please notify the
    sender immediately by email, facsimile or telephone.

    Please visit our website at: www.southeasternrailway.co.uk

    London & South Eastern Railway Limited is a company registered in England (No.04860660). 
    Registered office: 3rd Floor, 41-45 Grey Street, Newcastle upon Tyne, NE1 6EE.

  • 8 Konstantinos Kougios commented close 22:34 22 Sep 2014

    So what happened? Is the station any better now?

Comment
  • started 10 June 2013
  • supporters 4
Chislehurst Rail Station in Chislehurst operated by Southeastern
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