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Description

Terence Eden

There's a new staircase at Woking Station designed to ease overcrowding. Despite having been built in May, it's still not open.

Please join me in asking South West Trains to hurry up and open it!

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Problem History

  • 1 Terence Eden reported the issue on FixMyTransport. close 16:40 11 Aug 2011
  • 2 Terence Eden wrote to South West Trains close 16:40 11 Aug 2011

    Here is the letter that Terence Eden wrote.

    Woking Station Staircase

    The new staircase - designed to ease overcrowding - was supposed to open at the end of May. It still isn't open.

    It appears to be fully constructed - and all the signs inside it have been erected. But the entrance is still blocked off - two months after it was supposed to open.

    When will this open?

  • 3 South West Trains responded to Terence Eden close 16:47 11 Aug 2011
  • 4 Myf Nixon commented close 11:05 12 Aug 2011

    Hi Terence - good luck with this. I haven't been to Woking station myself, but it sounds like there must be a reason! Hopefully you'll find out what it is, if nothing else.

    If you don't get a satisfactory reply, I'll be back with some ideas in a few days.

    anorak
    admin
  • 5 Myf Nixon advised Terence to write to Tony Green at the Woking Informer. close 11:06 01 Sep 2011

    Hi Terence,

    If you'd like to take your issue further, the Woking Informer might just be interested in some investigative reporting on the stairs.

    I've written a draft email but do feel free to overwrite or edit it.

    Good luck!

    Myf Nixon

    anorak
    admin
  • 6 Terence Eden wrote to Tony Green at the Woking Informer following Myf Nixon's advice. close 11:17 01 Sep 2011

    Dear Tony,

    I don't know if this is something the Woking Informer's newsdesk might be interested in, but I'm trying to get to the bottom of a mystery on Woking Station. A brand new staircase was supposed to ease overcrowding, but although it's been ready since May, it's still closed off. Do you think you might be able to find out more?

    My correspondence with South West trains hasn't brought a reply yet - it can be seen in full here: http://www.fixmytransport.com/campaigns/open-the-new-staircase-at-woking-station

    All the best,

    Terence Eden

  • 7 Terence Eden added an update close 11:17 01 Sep 2011

    Love the fact that this enables me to email the local press. Clever.

  • 8 [email address] responded to Terence Eden close 11:59 01 Sep 2011
    Thanks for letting me know about this Terence.

    I've forwarded this onto the Woking Newsdesk. I'm in training
    today (press day) so I'm hoping they will be able to take care
    of it.

    Regards

    Tony Green
    Surrey Advertiser

    From:        Terence Eden
    <[open the new staircase at Woking Station email]>
    To:        newsdesk@surreyad.co.uk
    Date:        01/09/2011 11:17
    Subject:        Problems at Woking Station

    show quoted sections
  • 9 Terence Eden added an update close 13:20 06 Sep 2011

    Had an interview with Woking Informer - they're on the case! Still no reply from SWTrains.

  • 10 Chris Lambert commented close 13:25 06 Sep 2011

    At least there appeared to be some work going on this morning which is more than there has been for a while.

  • 11 Myf Nixon commented close 14:47 06 Sep 2011

    Great news about the paper. Would LOVE to think any additional work was down to FixMyTransport but I guess it's more than likely a coincidence :)

    anorak
    admin
  • 12 Terence Eden added an update close 10:25 07 Sep 2011

    News report says it will open in October! 5 months late. http://www.getsurrey.co.uk/news/s/2099252_relief_for_woking_commuters_as_staircase_reopens

  • 13 Myf Nixon commented close 10:40 07 Sep 2011

    Good job getting to the bottom of things, at least! Roll on October, eh.

    anorak
    admin
  • 14 South West Trains responded to Terence Eden close 13:50 08 Sep 2011
    Fixmytransport.Com

    Stagecoach South Western Trains
    Customer Service Centre
    Overline House, Blechynden Terrace
    Southampton SO15 1GW
    Telephone 0845 6000 650
    Fax 023 8072 8187
    email [South West Trains problem reporting email]

    [open the new staircase at Woking Station email]

    Our ref:1635732

    08 September 2011
    Dear Sirs

    Thank you for your contact regarding our services. We do welcome feedback
    from our
    customers and have, in line with our franchise and passenger's charter
    commitments,
    established a full range of agreed channels to contact our customer
    relations team.

    A webform on our website at www.southwesttrains.co.uk

    By email to [South West Trains problem reporting email]

    By post to –
    South West Trains Customer Relations,
    Overline House, Blechynden Terrace,
    Southampton. SO15 1GW.

    By telephone 0845 6000 650 option 4

    There are also established representative bodies which deal with unresolved
    complaints
    from our passengers.

    For the London Area the organisation is London Travelwatch
    www.londontravelwatch.org.uk

    For the remainder of our area the organisation is Passenger Focus
    www.passengerfocus.org.uk

    To allow us to follow our agreed processes, would you please advise our
    customer to use
    one of the established methods of contact to obtain a full response to
    their concerns.

    Regards
    Jan Ledbyrne
    Stagecoach South Western Trains

    The information contained in this email is confidential and intended for the addressee(s) only. If you receive an email in error, please contact the sender or the Service Desk at [email address] +44 (0) 207 620 5602, and permanently remove the email from your systems.

    The opinions expressed in this email are those of the sender and not necessarily those of the company.

    While emails are virus checked, the company does not accept any liability in respect of a virus which is not detected

    Stagecoach South Western Trains Limited
    Registered in England and Wales 5599788
    Registered office: Friars Bridge Court
    41-45 Blackfriars Road
    London SE1 8NZ
    A part of the Stagecoach Group
  • 15 Terence Eden commented close 11:47 09 Sep 2011

    Have spoken to SWTrains.
    tl:dr - should be open in a week or so

    Long. Original construction had a leaking roof. This has been replaced. Then tiling was found to be substandard - so tiling is being re-done.

    Staff at station very frustrated. Hopefully re-tiling should only take a week.

  • 16 Terence Eden added an update close 11:28 13 Sep 2011

    Work has started on the tiling! http://twitpic.com/6k8o73

  • 17 Steven Ward commented close 14:57 30 Sep 2011

    Stairs open - job done - thanks Terence

  • 18 Myf Nixon commented close 15:07 30 Sep 2011

    YAY!

    anorak
    admin
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  • started 11 August 2011
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Woking Rail Station in Woking operated by South West Trains
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