Issue - meetings

Danny Vaughan, Head of Metrolink, TfGM introduced the Metrolink quarterly performance report which provided a performance summary for the rolling 12-month period. In doing so, he advised Members that Guillaume Chanussot, Keolis Amey Metrolink, had sent late apologies and he would therefore address any issues relating to the Metrolink operator update.

The Committee were advised that operational performance had improved during August and September compared to July as a result of the short-term service change, which was introduced on 9 August, to mitigate the impact of staff shortages from covid test and trace notifications.

Members were provided with a further update on emerging issues since the publication of the report and most notably and positively, it was reported that patronage had increased since operational issues had stabilised in September to circa 70% pre-Covid levels. The current week had recorded the highest passenger numbers since March 2020 in the absence of any special events, which highlighted passengers were feeling more confident in travelling across the network.  

It was advised that operational performance had been significantly impacted by driver availability including test and trace isolation, increased cases of Covid absence and the inability to undertake driver training due to social distancing requirements. However, the position had begun to stabilise and driver training had resumed.

With regards to crime and Anti-Social Behaviour (ASB), it was noted at the last meeting that there had been an increase in ASB throughout the summer related to incidents involving youths. As a result, there had been some success with joint targeted operations across the network including the Bury, Rochdale and Ashton lines with the full support of GMP officers which had resulted in arrests. At the same time, Metrolink staff had taken the opportunity to engage with passengers and reinforce messages of revenue protection. 

On behalf of KAM, an update was provided regarding a pioneering new approach to develop and implement a custom-made mental health awareness training programme to 120 Customer Service front line staff partnered with the Greater Manchester Mental Health NHS Foundation Trust (GMMH). The training had covered a range of topics including understanding and recognising emotional distress, engagement skills and de-escalation techniques designed to support staff who may encounter vulnerable people on the network. Positive feedback from staff had been received who reported feeling more confident and empowered to make the right decisions at the right time potentially saving lives.

Members welcomed the informative update along with the positive action to address ASB and were reassured that the work of the TravelSafe Partnership would continue to ensure that the network was attractive, safe for everyone to use and responded to the serious nature relating to crime in particular hotspots. 

Whilst it was noted that crime and ASB remained an issue, appreciation and recognition for the ongoing targeted partnership work to tackle crime and Anti-Social Behaviour across the network, in particular the Oldham/Rochdale line was offered on behalf of the Committee. It was further requested that publication of convictions for matters relating  ...  view the full minutes text for item 17