Office of Rail and Road May 2023 newsletter
2 May 2023
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Office of Rail and Road May 2023 newsletter
Rail operators
Managing safety issues in heritage
2 May 2023
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Simon Barber, principal inspector of heritage railways, highlights the current safety issues faced by the heritage sector.
Proposals to modify track access consultations
27 April 2023
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Consultation on proposals to update ORR’s track access guidance modules on duration and the code of practice for track access consultations.
Improvement notices 2022
24 April 2023
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This page contains details of improvement notices issued in 2022.
Rail punctuality leading complaints as regulator intervenes over Grand Central and CrossCountry response times
6 April 2023
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Punctuality and reliability continued to be the top cause for passenger complaints accounting for 18.6% of all rail passenger complaints between 1 October to 31 December 2022. Crowding (12.1%) and issues with ticketing and refunds (9.2%) complete the top 3 complaint categories.
Licence exemptions by company A-D
5 April 2023
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This section lists railway licence exemptions for companies A – D.
Office of Rail and Road April 2023 newsletter
3 April 2023
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Office of Rail and Road April 2023 newsletter
How driving improvements in complaints handling can lead to a better passenger experience
31 March 2023
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Nobody wants things to go wrong on their train journey. But when they do, it is important that there are effective means in place for passengers to submit complaints, and for train operators to be able to put things right.
Complaints handling procedures decision letters
31 March 2023
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This page features previously published decision letters setting out ORR’s approval of licence holders’ complaints handling procedures (CHPs).
Complaints and compensation
31 March 2023
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Our role is to monitor train and station operators’ compliance with their complaints handling procedures and to set out requirements on what these procedures should contain.