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“Please help me persuade First Capital Connect to make sure there are working, clean, unlocked toilets on all trains” – Transport for All


Transport for All

When you're paying good money to travel, working toilets are something you should be able to reasonably expect.

Especially for older people, preganant women and anybody with bladder problems, decent toilets are a necessity.

FCC needs to ensure that staff have enough time to check toilets and taps before every journey.

Problem History

  • 1 Transport for All reported the issue on FixMyTransport. close 11:47 25 Jul 2011
  • 2 Transport for All wrote to First Capital Connect close 11:47 25 Jul 2011

    Here is the letter that Transport for All wrote.

    Terrible toilets

    The taps in the toilets this morning were not working! Hygienic working toilets are something that I think I can reasonably expect at £24.95 a ticket.

    What are you doing to ensure that this doesn't happen?

    Are there checks at every terminating station that the toilet facilities are working?



  • 3 First Group Response responded to Transport for All close 12:13 25 Jul 2011
    Thank you for contacting First Capital Connect. We confirm receipt of your e-mail and aim to forward a full response within 5 working days. Unfortunately at the moment we have a small backlog of work, so if you have a more urgent issue that needs attention, including any matter relating to safety and security, please telephone 0845 026 4700 where we will try to give a faster resolution.

    Please note that you will not be able to reply direct to this email, however if you wish to contact us further by email then please use the address below.

    [First Capital Connect problem reporting email]
  • 4 Myf Nixon commented close 09:47 27 Jul 2011

    This strikes me as an immensely important issue but one which people often don't mention because it's seen as slightly distasteful! Really hoping FixMyTransport will provide an arena where basic needs such as going to the loo can be openly aired.

    Do keep us posted as to the replies you receive and whether they actually change anything.

    Myf, FixMyTransport

  • 5 Tom Steinberg advised Transport to write to Laura Roberts. close 18:28 27 Jul 2011

    Hi Lianna,

    You've already got a few supporters who've signed up to your clean loos page - congrats. But you'd get more if your page was mentioned in the local press, don't you think?

    I've found the name and email of a journalist with the Herts Advertiser who has written on First Capital Connect before.I reckon she might be quite sympathetic. Why not click the link below to write to her - we've made it super easy to do...

    Good luck!

    Tom Steinberg

  • 6 FCC Customer Relations responded to Transport for All close 11:12 28 Jul 2011
    Customer Relations
    First Capital Connect
    PO Box 443
    PL4 6WP
    Tel: 0845 0264700
    Fax: 0845 6769904

    Ref: 6103274

    Dear Lianna

    Thank you for your email of 25 July 2011. I am sorry that the taps in the toilets on our service were not working.

    In order for me to investigate further, I need some more information. Could you please advise me or one of the team with the following:

    - journey details,
    - what the scheduled departure time of your train was,
    - your postal address,
    - your original journey tickets/a photocopy of your season ticket,

    Please send this to the Freepost address above, quoting the reference number 6103274, and I'll be able to look into it for you.

    Thank you once again for contacting us and I hope to hear from you soon.

    Yours sincerely

    Manish Molasi
    Customer Relations Advisor

    Avoid the queue go to FAQ. Lots of answers to everyday questions can be found on our website

    First Capital Connect Limited. Registered in England & Wales No. 05281077.
    Registered office: 50 Eastbourne Terrace, Paddington, London, W2 6LG.

    First Rail Holdings Limited. Registered in England No. 5154485. Registered office: 50 Eastbourne Terrace, Paddington, London W2 6LG.

    This message is confidential. It may not be disclosed to, or used by, anyone other than the addressee. If you receive this message in error, please advise us immediately.

    Internet email is not necessarily secure. First does not accept responsibility for changes to any email which occur after the email has been sent. Attachments to this email could contain software viruses which could damage your system. First have checked the attachments for viruses before sending, but you should virus-check them before opening.

    For more information on our range of services or to book your tickets online, please visit:-
  • 7 Tom Steinberg commented close 15:53 29 Jul 2011

    HI Lianna - I know it's a bit gross, but why not take some pictures of what's wrong? You could upload them to your supporters page and it's bound to make an impact on the next people to come along!

  • 8 Myf Nixon commented close 10:39 04 Aug 2011

    Have been pointed towards some very pertinent photos on Facebook:

  • 9 Sarah Baskerville commented close 08:38 01 Sep 2011

    I fail to see how FCC require Lianna's season ticket number to investigate faulty taps & dirty toilets? Additionally, why does this complaint now need to be sent in Hardcopy format, when the questions asked are about FCC checks and procedures....

    Or am I missing something???

  • started 25 July 2011
  • supporters 11
Train route between Brighton and East Croydon operated by First Capital Connect, Southern
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