Agenda item

Danny Vaughan, Head of Metrolink, TfGM introduced the Metrolink quarterly performance report which provided a performance summary for the rolling 12-month period.

Members were provided with a further update on emerging issues since the publication of the report and most notably it was reported that patronage had continued to increase and by early December, levels had reached circa 76% of pre-pandemic levels. The highest weekday patronage since March 2019 was on 2 December and had reached 86 and the strongest levels of recovery still appeared to be leisure travel. This however was prior to the implementation of the “plan B” government guidelines, which requested people to work from home where possible. Since then, patronage had decreased to 40% pre-Covid levels and face covering compliance had increased from 23% to 62% as the wearing of face coverings once again became mandatory on public transport.

The Committee were advised that operational performance during periods 7 and 8 continued to be affected by staff shortages, especially within the driver cohort. A combination of seasonal and Covid related absences had resulted in driver absence between 10-15% and as a result service changes had been implemented.  Boxing Day services operated every twenty as opposed to every twelve minutes. Furthermore, short notice service changes were necessary on New Year’s Eve, the Airport, Ashton and Eccles routes were withdrawn from 5pm until the end of service, with bus replacement services operating between Ashton and Piccadilly., A more permanent reduction in timetable similarly implemented across rail services had been considered, however it had been recognised that staff absence had now gone past the peak and would no longer be necessary. Performance had improved, however there were still some gaps in services particularly over the weekends due to staff absence.

Members were informed of two fatal accidents across the network in December 2021. In one case a male fell from the platform into the path of a double tram as it departed Deansgate Castlefield. In the other, a female fell from the auto-coupler while climbing between trams from the street side at Droylsden tram stop. Both incidents were currently under investigation by Greater Manchester Police (GMP) and KeolisAmey (KAM) were also carrying out their own inquiries. It was advised that the incidents reflected the usual spike in safety issues in the run up to the Christmas period as more passengers travelled across the network. It was recognised however that the most recent Christmas period had been notably more serious from a safety aspect than previously.

It was reported that discussions continued with DfT regarding funding for Metrolink beyond March 2022 as the ongoing support remained uncertain, however, any decision was unlikely to be until early 2022. Following similar discussions, TfL had agreed in principle with Government that they would achieve operational financial sustainability by March 2023, but this would require significant changes in their operation. 

More positively, Members were informed of the partnership work with GMP to tackle ASB and the recent funding as part of Safer Streets pilot which provided greater opportunities to improve safety on the network.

Damien Chabas, Director Customer, Growth and Innovation, KeolisAmey Metrolink provided the Committee with a presentation which outlined the customer and community engagement plan for 21/22. It was noted that plan was rolling over a 12-month period with key initiatives to support customer experience and social responsibility strategies. The key objectives of the plan which included improving safety and security on Metrolink and making it more accessible to all were outlined.

Members were advised that the plan was broken down into three areas which consisted of customer engagement activities providing information and reassurance, education with schools and colleges and community engagement partnering with key organisations in GM.

An outline of activities over the period November and December 2021 which included the successful roll out of a series of specialist operations as part of the Travel Safe Partnership and the launch of the Safer Streets initiative were provided.

The Chair acknowledged the positive work being undertaken with the community along with the provision of the service. In response to the unfortunate fatalities on the network, Members recommended that the communication campaign between TfGM and KAM was integral in developing a firmer safety message over the forthcoming year and in particular around the festive period to ensure passenger safety remained paramount and at the forefront as the Christmas season approached.

It was agreed that in relation to pedestrian and passenger safety around Metrolink trams, greater consideration would be provided to the development of an overarching safety strategy encompassing partners across the travel industry to develop targeted and specific communication and campaigns.

Appreciating the challenges regarding staff absence, Members welcomed further clarity regarding the anticipated timescale for full resource capacity across the network. It was advised that the outlook was positive as the peak of the absence rate had been reached with performance improving. It was recognised that the current establishment of fully qualified drivers was lower than required due to training under social distancing constraints during the pandemic.  Furthermore, staffing levels in the engineering department had been affected by absence which had caused a back log in maintenance. KAM were considering the impact of Covid and were addressing the short- and longer-term view of operations including undertaking further recruitment. 

The update regarding the safety of customers was welcomed along with the launch of the Safer Street initiatives. Concern was expressed however that the introduction of cameras at five stations along the Rochdale/Oldham/East Didsbury line may displace ASB and criminal activity along the network rather than eradicate instances. It was suggested that a further outcome of the initiatives should be linked to the improvement of customer service by reducing the levels of ASB. It was agreed that a permanent staff presence across the network would be the most effective option to improve safety, the perception of safety and increase patronage across the network although it was reported to be costly.

Face covering compliance by line was also discussed linked to perceptions of safety and the challenging situations of non-compliance faced by Metrolink staff.

Members were reassured with regards to the Safer Street pilot that the TravelSafe Partnership was working alongside Local Authority and GMP officers in Oldham and Rochdale and would provide consideration to the concerns raised surrounding displacement of crime and ASB that may arise due to the installation of cameras at specific points. Further displacement into town and the city centre was also considered. Guillaume Chanussot, MD, KAM offered his personal support as an advocate for safety and security across the network and reassured the Committee that it was the priority of the operator for both passengers and colleagues. An approach of continuous improvement had been adopted to improve safety and security across the network with all partners. Furthermore, the benefits of key initiatives undertaken as part of the customer and community engagement plan had been recognised by all staff involved.

The reporting of historical data within the reports was welcomed and it was advised that forward looking predictions based on current data was analysed to enable timetable and services changes. Future assumptions that may have to be made regarding the operation of Metrolink services linked to financial packages from government were considered.

Further detail regarding service improvement since the Christmas and New Year period was requested by the Committee. it was confirmed that 97% of planned services were operational in the last three months of 2021 up to the prevalence of the Omicron variant. This had resulted in one in ten services impacted by staff availability with a reduction to 93%, which was a drop from pre Covid performance levels of 99%. Since then, performance had improved to 99% on most days although there were still gaps in driver availability which was being resourced by overtime.

A further comprehensive discussion regarding safety to include Network Rail, rail operators and the British Transport Police (BTP) was considered. It was advised that both Northern along with BTP were now part of TravelSafe Partnership and it was agreed to convene regarding safety across the industries to share knowledge and best practice across the networks.

Resolved /-

1. That the report be noted.
2. That on behalf of the Committee, appreciation and recognition of the launch of various initiatives through the Safer Streets funding be received.
3. That further consideration be provided by TfGM Officers and the wider TravelSafe Partnership to the concerns raised by the Committee in relation to the possible displacement of crime of and Anti-Social Behaviour (ASB) with the deployment of cameras as part of the Safer Streets pilot.
4. In relation to pedestrian and passenger safety around Metrolink trams, that greater consideration be provided to the development of an overarching safety strategy encompassing partners across the travel industry to develop targeted and specific communication and campaigns.
5. That it be advised that both Northern along with the British Transport Police (BTP) are part of TravelSafe Partnership and greater sharing of knowledge and best practice linked to the wider TravelSafe Partnership be undertaken.