London Midland have “held their hands up” and promised to improve services from Lichfield to London.
The admission came in a written response to Lichfield MP Michael Fabricant from London Midland’s managing director Stephen Banaghan.
Mr Fabricant had earlier met a delegation from the train operator – including Mr Banaghan – to seek answers on some of the punctuality and reliability issues affecting services in Lichfield.
In the letter to the city’s MP, Mr Banaghan said:
“I appreciate that the poor performance of London Midland services earlier this year has had a huge impact on the confidence our passengers have in our company.
“Since the beginning of the year, I, together with my senior team at London Midland, have carried out a thorough review of every aspect of our operations and organisation. As a result of this we are making a number of internal changes to the way we work and the way we are structured, all designed to direct more resources to supporting the front-line delivery of our services.
“This week, we will be starting a wider dialogue with passengers to improve London Midland services, starting with holding our hands up publicly to the things that went wrong and focussing on eight areas where we are making specific changes which will put those things right.”
The eight areas highlighted by London Midland are new trains, more seats, more trains, more punctual services, better information, shorter queues, better stations and listening to passengers.
Mr Banaghan said he hoped all of the changes recommended following the internal review at London Midland will be complete by the summer. He added:
“I am confident that the changes we are making will achieve the improvements our partners and our passengers are looking for and will put us in the best possible position to continue to develop as a strong and dynamic business. “
Mr Fabricanthas promised to keep up the pressure until London Midland resolves some of the issues surrounding their services. He said:
“At least Stephen Banaghan acknowledges there is a serious problem with the London Midland service and he knows I won’t let this matter rest. I shall be expecting major improvements in reliability come the May timetable.”