Failure to control on-board refrigerator temperature on departures from Aberdeen

The request was successful.

Dear London North Eastern Railway Limited,

Due to the ongoing issues experienced, this is a follow-up to my previous request:
https://www.whatdotheyknow.com/request/f...

Please provide the same information that I previously requested, but from 25 April 2023 until present.

In order to provide data for trains which actually ran, please remove all instances of trains which were cancelled between Aberdeen and Edinburgh from your analysis.

Please also provide an update on the corrective actions to improve the performance.

Yours faithfully,

Mr G. Price

FOI, London North Eastern Railway Limited

I am writing to acknowledge receipt of your Freedom of Information (FOI)
request.

In accordance with the Freedom of Information Act, we will respond to your
request within 20 working days.

Thank you for your patience and understanding. If you have any questions
or need further assistance, please do not hesitate to contact us.

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Dear FOI,

This response is now overdue.

Could you kindly provide an update on when you expect to provide your substantive response?

Yours sincerely,

Mr G. Price

FOI, London North Eastern Railway Limited

2 Attachments

Dear Mr Price

Please see attached

I apologise for the delay in responding

Kind Regards

Abigail

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Dear FOI,

Thank you for your response to my FoI request.

However, it does not seem to contain responses to my questions 3 and 4:
3. Any correspondence or analysis of the reasons for the high frequency of these failures.
4. Any correspondence or plan to reduce the frequency of these failures.

Could you please respond to these two questions - while considering what was said in response to my previous request?

I consider these questions remain important because your latest data for Apr 2023 to Nov 2023 shows >19% of First Class and >30% of Standard Class services still do not have temperature-controlled food available; please confirm that LNER consider these failure rates to be unacceptable?

The data provided in response to my previous request (for Feb 2022 to Apr 2023) showed 31% and 32% service loss respectively, so there has not been a "step change" improvement in First Class (and no significant improvement in Standard Class).

Could you please also clarify the following remarks which are contained in the "Data" worksheet of your attachment "FOI ABD.xlsx":
08/08/2023 1E11 "TEMP STRIP USE ON CHILLERS"
18/09/2023 1E11 "GW NO LONGER USED"

Yours sincerely,
Mr G. Price

Dear London North Eastern Railway Limited,

Please pass this on to the person who conducts Freedom of Information reviews.

I am writing to request an internal review of London North Eastern Railway Limited's handling of my FOI request 'Failure to control on-board refrigerator temperature on departures from Aberdeen'.

A full history of my FOI request and all correspondence is available on the Internet at this address: https://www.whatdotheyknow.com/request/f...

Yours faithfully,
Mr G. Price

FOI, London North Eastern Railway Limited

I am writing to acknowledge receipt of your Freedom of Information (FOI)
request.

In accordance with the Freedom of Information Act, we will respond to your
request within 20 working days.

Thank you for your patience and understanding. If you have any questions
or need further assistance, please do not hesitate to contact us.

This message has been scanned for malware by Proofpoint Protection Server.

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FOI, London North Eastern Railway Limited

Dear Mr Price
I do have the follow up answers, I just haven’t sent them across yet due
to illness. I will do tomorrow.
Kind regards
AbigailΒ 
Sent from [1]Outlook for iOS

══════════════════════════════════════════════════════════════════════════

From: Mr G. Price <[FOI #1049201 email]>
Sent: Tuesday, January 30, 2024 3:12:33 PM
To: FOI <[email address]>
Subject: Internal review of Freedom of Information request - Failure to
control on-board refrigerator temperature on departures from Aberdeen
Β 
Dear London North Eastern Railway Limited,

Please pass this on to the person who conducts Freedom of Information
reviews.

I am writing to request an internal review of London North Eastern Railway
Limited's handling of my FOI request 'Failure to control on-board
refrigerator temperature on departures from Aberdeen'.

A full history of my FOI request and all correspondence is available on
the Internet at this address:
[2]https://urldefense.com/v3/__https://www....

Yours faithfully,
Mr G. Price

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Dear FOI,

Could you kindly forward the answers which you mentioned in your previous message?

Yours sincerely,
Mr G. Price

Dear FOI,

This is a repeat of my previous request for you to send the information which you said you already had as of 30 January 2024.

I notice there have been several replies to other FoI requests in the intervening two weeks.

So I wonder if my request has been overlooked?

Yours sincerely,
Mr G. Price

Dear FOI,

I have still not received any reply to this, or to the separate email which I sent directly to LNER's public FoI email address outside of WhatDoTheyKnow.

Could you kindly provide the information which you already confirmed that you hold.

If the information is not forthcoming soon, I may have to raise yet another FoI request because the information will be out of date.

Yours sincerely,
Mr G. Price

Mr G. Price left an annotation ()

The following reply was received today by e-mail from the LNER FoI Team:

Dear Mr Price,

We do seem to have resolved our issues with the WDTK website so hopefully any future requests should arrive with us. We had a period of about 6 months where we might not receive a request, or the request wouldn’t land in our mailbox but the automated acknowledgement would go out.

I apologise for the delay in responding to your chaser emails, unfortunately this mailbox was previously manned by a team of 1 and we have had to increase resource to cope with the sheer number of enquiries. We are attempting to get back up to speed now.

The answers to the two questions that were missed in your original request are as follows.

Questions 3 and 4

In response to your third question, we have reviewed and assessed the data from the period of April to November 2023. The last report provided contains a more granular breakdown, distinguishing between First Class (FC) and Standard service offerings.

During the previous Freedom of Information request, we mentioned that we were exploring potential solutions to address the refrigerator temperature control issues. In June 2023, we implemented a new system across our trains servicing Aberdeen after completing a series of trials. This change has resulted in a reduction in the number of service offerings affected by temperature control failures.

However, we have encountered some ongoing challenges, particularly with the overnight stabling process in Aberdeen. We've identified that there is a need for improved communication and operation of the new system by our engineering and on-train teams. For instance, it has come to our attention that certain overnight cleaning procedures, which include maintaining power to our cool boxes, are not consistently followed, leading to service disruptions the following day. Similar issues have been noted with the end-of-journey operations conducted by on-train staff.

To address these operational discrepancies, we are actively retraining and briefing our crew to ensure they understand and correctly execute the operating procedures for the overnight chill chain process.

Regarding your fourth question, we employ daily monitoring of the adherence to correct procedures by our on-train crews and their management. This approach covers both the conclusion of their journeys and the preparations for the commencement of service the next day.

In pursuit of a long-term solution, we are currently exploring the development of an independent chill chain unit specifically for our trains stationed in Aberdeen. This initiative is in its infancy, and while we are optimistic about its potential, we anticipate that it could take up to two years to fully implement should it prove successful.

In the interim, as referenced in the previously provided "FOI ABD.xlsx" file, we have implemented a change in monitoring practices. From August 2023, we began using "Temp Strips" as part of the new system to record chiller temperatures, while phasing out the use of the previous system known as Global Worx (GW). These terms were used internally to distinguish between the two systems during our period of transition.

Kind regards
FOI Team
LNER