Thank you for getting in touch.

This is confirmation that we have received your email.  We aim
to response to you within 10 working days (in line with our
Passengers Charter).  Unfortunately, due to an unusually high
volume of correspondence, responses may take longer.

If the matter is clearly urgent, we will try our best to reply
sooner.

Thank you for your patience.

Kind Regards,

Customer Relations Team

London Midland

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www.londonmidland.com

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Dear Mr Chardelle,

Thank you for your e-mail, please accept my sincere apologies for the time
taken to respond.

I am sorry to hear that you experienced problems with the toilets on one of
our Liverpool trains. All of our trains have water tanks near the roof to
provide water to flush the toilets. If the tanks are empty, the toilets
cannot be flushed. Please accept my sincere apologies for what must have
been an uncomfortable journey. I can fully understand your concern at our
toilets being out of service and I would like to apologise for the
inconvenience this clearly caused you.

Unfortunately our toilets can also develop faults or become vandalised.
When this occurs and our train crew are not able to repair the toilet in
time for the train to depart on schedule, then a decision has to be made.
In most instances the train service will still continue if the toilet can
be locked. This is to prevent anyone from being exposed to health and
safety risks, and the service will not be disrupted to avoid any delays to
our passengers.

We do have a contract for mobile cleaners to service our trains.
Unfortunately this is not available each time the service arrives at its
final destination but at certain points throughout the day for each train.
Where possible they will clean the toilet and ensure it is fit for purpose,
but they are only able to carry a certain degree of cleaning products and
equipment with them, so are not able to repair all faults.

If possible we will arrange a toilet break mid-journey should a train be
operating with no functioning toilets. However this is dependent on
whether or not stations along the line offer such facilities and indeed can
only be arranged in agreement with Network Rail who allocate track slots on
the rail network.

We are constantly monitoring our operation to ensure that it reaches the
highest possible standards and we log all complaints on our customer
database in as much detail as we can. We then use this information to draw
up reports which we send to Senior Staff with responsibility in the
appropriate area. I trust that they will use these details to improve the
service we provide to our passengers.

Once again, I am sorry for the difficulties you experienced. I hope you
will continue to use the rail service in the future.

Yours sincerely,

Dennis Taplin
Customer Relations Advisor

London Midland, P O Box 4323, Birmingham, B2 4QT

Buy tickets for any UK rail journey - with no booking fee - at www.londonmidland.com

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