Handling of passenger assistance bookings during Storm Eunice

The request was successful.

Dear Network Rail Limited,

During Storm Eunice, Govia Thameslink cancelled assistance bookings and refused new assistance bookings for services that they were still running.

Their head of public affairs said "that the Do Not Travel advice and guidance on providing assistance was agreed with other Train companies, the @RailDeliveryGrp and @railandroad in advance."

I would like to see that "guidance on providing assistance" please.

Please supply the notes and formal decision from any meetings that resulted in the above decision / guidance, copies of emails that mention or discuss plans for booked passenger assistance sent from RDG to the access and inclusion forum & the storm response management plan groups in each train operating company, and emails from the train operating companies to request action/cancellations etc. relating to booked passenger assistance during the storm.

Please also advise what actions and decisions you took regarding booked passenger assistance involving stations you manage. Did you continue to provide said assistance? Did you mass cancel and refuse assistance bookings involving your stations, as GTR did? Did you provide alternative transport for disabled people?

Thank you

Yours faithfully,

Doug Paulley

FOI, Network Rail Limited

1 Attachment

OFFICIAL

Reference number: FOI2022/00227

 

Dear Doug Paulley

 

Information request

 

Your correspondence was received by Network Rail on 19 February 2022. I
can confirm that your request is being processed under the terms of the
Freedom of Information Act (FOIA). I will endeavour to respond to you as
soon as possible and in any event by 21 March 2022.

 

I understand you are asking us to provide the following information:

 

 1. "guidance on providing assistance" please.
 2. Notes and formal decision from any meetings that resulted in the above
decision / guidance.
 3. Copies of emails that mention or discuss plans for booked passenger
assistance sent from RDG to the access and inclusion forum & the storm
response management plan groups in each train operating company.
 4. Emails from the train operating companies to request
action/cancellations etc. relating to booked passenger assistance
during the storm.
 5. What actions and decisions you took regarding booked passenger
assistance involving stations you manage. Did you continue to provide
said assistance?
 6. Did you mass cancel and refuse assistance bookings involving your
stations, as GTR did?
 7. Did you provide alternative transport for disabled people?

 

If I have misunderstood or misinterpreted your request in any way please
let me know as soon as possible.

 

On occasion we may need to consult with third parties about requests, in
line with the recommendations in the Code of Practice issued by the
Cabinet Office.

 

If you have any queries please do not hesitate to contact me.

 

Please remember to quote your reference number in all future
communications.

 

Yours sincerely

 

Anisha Pandya Mulholland
Information Rights Specialist | Freedom of Information
  [1]Network Rail, 1^st Floor Willen Building, The Quadrant: MK, Elder
Gate, Milton Keynes, MK9 1EN
Website: [2]Freedom of information (FOI) - Network Rail

 

 

 

 

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FOI, Network Rail Limited

2 Attachments

OFFICIAL

Reference number: FOI2022/00227

 

Dear Doug Paulley

Please find attached a letter from Network Rail in response to your recent
request for information.

Kind regards

 

Anisha Pandya
Information Rights Specialist | Freedom of Information
  [1]Network Rail, 1^st Floor Willen Building, The Quadrant: MK, Elder
Gate, Milton Keynes, MK9 1EN
Website: [2]Freedom of information (FOI) - Network Rail

 

 

 

 

From: Anisha Pandya On Behalf Of FOI
Sent: 21 February 2022 15:30
To: Doug Paulley <[FOI #834924 email]>
Subject: RE: Freedom of Information request - Handling of passenger
assistance bookings during Storm Eunice

 

Reference number: FOI2022/00227

 

Dear Doug Paulley

 

Information request

 

Your correspondence was received by Network Rail on 19 February 2022. I
can confirm that your request is being processed under the terms of the
Freedom of Information Act (FOIA). I will endeavour to respond to you as
soon as possible and in any event by 21 March 2022.

 

I understand you are asking us to provide the following information:

 

 1. "guidance on providing assistance" please.
 2. Notes and formal decision from any meetings that resulted in the above
decision / guidance.
 3. Copies of emails that mention or discuss plans for booked passenger
assistance sent from RDG to the access and inclusion forum & the storm
response management plan groups in each train operating company.
 4. Emails from the train operating companies to request
action/cancellations etc. relating to booked passenger assistance
during the storm.
 5. What actions and decisions you took regarding booked passenger
assistance involving stations you manage. Did you continue to provide
said assistance?
 6. Did you mass cancel and refuse assistance bookings involving your
stations, as GTR did?
 7. Did you provide alternative transport for disabled people?

 

If I have misunderstood or misinterpreted your request in any way please
let me know as soon as possible.

 

On occasion we may need to consult with third parties about requests, in
line with the recommendations in the Code of Practice issued by the
Cabinet Office.

 

If you have any queries please do not hesitate to contact me.

 

Please remember to quote your reference number in all future
communications.

 

Yours sincerely

 

Anisha Pandya Mulholland
Information Rights Specialist | Freedom of Information
  [3]Network Rail, 1^st Floor Willen Building, The Quadrant: MK, Elder
Gate, Milton Keynes, MK9 1EN
Website: [4]Freedom of information (FOI) - Network Rail

 

 

 

 

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Dear Network Rail Limited,

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

I am writing to request an internal review of Network Rail Limited's handling of my FOI request 'Handling of passenger assistance bookings during Storm Eunice'.

You said:

"We do not hold any recorded information for questions one to four as we (Network Rail) were not involved in any discussions with either RDG or any train operating companies regarding the delivery of passenger assistance during Storm Eunice."

Yet I understand that Network Rail staff are on the "accessibility group" - an email group of accessibility leads at train and station operators and RDG. The Accessibility Group definitely had management discussions about the industry's approach to passenger assistance during Storm Eunice, as released by Northern Rail, https://www.whatdotheyknow.com/request/8... .

So Network Rail do hold "copies of emails that mention or discuss plans for booked passenger assistance sent from RDG to the access and inclusion forum".

I'm wondering what other materials Network Rail may have overlooked when replying to my Freedom of Information Request. Please check.

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

Yours faithfully,

Doug Paulley

Compliance & Appeals FOI, Network Rail Limited

OFFICIAL

Reference number: IR2022/00363

Dear Doug Paulley,

Thank you for your email of 21 March 2022 concerning Network Rail's response to your request FOI2022/00227. I can confirm that the Compliance and Appeals team will carry out an internal review of the handling of this request.

The purpose of the internal review procedure is to provide a fair, thorough and independent review of the handling of your request under the Freedom of Information Act 2000 (FOIA).

There is no statutory deadline for internal reviews under FOIA, however we follow the Information Commissioner's recommendation that they be completed within 20 working days if possible, and within 40 days at most. We will therefore seek to respond to you by 20 April 2022, and will write to you if an extension is required. However, we hope to be able to respond sooner than this if possible.

If you have any questions concerning your internal review please email ComplianceandAppeals[Network Rail request email], quoting the above reference number.

Yours sincerely,

Danielle Stratton | Information Rights Compliance Specialist
Freedom of Information Team | Legal Corporate Services

Network Rail | The Quadrant: MK | Elder Gate | Milton Keynes | MK9 1EN
Email complianceandappeals[Network Rail request email] |
Web http://www.networkrail.co.uk/foi/

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Compliance & Appeals FOI, Network Rail Limited

4 Attachments

OFFICIAL

Reference number: IR2022/00363

Dear Doug Paulley,

Please find attached the internal review decision of response FOI2022/00227.

If you have any queries please do not hesitate to contact me.

Yours sincerely

Danielle Stratton | Information Rights Compliance Specialist
Freedom of Information Team | Legal Corporate Services

Network Rail | The Quadrant: MK | Elder Gate | Milton Keynes | MK9 1EN
Email complianceandappeals[Network Rail request email]
Web http://www.networkrail.co.uk/foi/

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