Template letters / sentences / paragraphs

B Whittle made this Freedom of Information request to Passengers' Council

This request has been closed to new correspondence from the public body. Contact us if you think it ought be re-opened.

The request was successful.

Dear Passengers’ Council,

You use template letters , sentences and paragraphs when dealing with the public

I require copies of all your template letters , sentences and paragraphs used when responding to the public

You have 20 working days to provide the information and I require the information by email

Yours faithfully,

B Whittle

Advice, Passengers' Council

We are pleased to acknowledge your email and will contact you within 10
days. 

 

Thank you for getting in touch with Passenger Focus.

 

The Passenger Team
Passenger Focus
The independent passenger watchdog
t 0300 123 2350
f 0161 236 1574
e [1][email address]

w [2]www.passengerfocus.org.uk
Passenger Focus, Freepost RRRE-ETTC-LEET, PO Box 4257, M60 3AR 

Follow us on Twitter [3]@passengerfocus

Our passenger contact centre is open 8am - 8pm Monday to Friday and 8am -
4pm at weekends

 

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Samuel Fletcher, Passengers' Council

1 Attachment

Dear Mr Whittle,

Freedom of Information Act 2000 - information request

Thank you for your request for information. You may not have specified or referred to the above Act in your request, but we are treating your request within its provisions.

The date we received your request was:

18 January 2012

The target date for responding to you is:

15 February

The unique reference number allocated to your request is: PFO-51018-BGLG

The person who has been asked to deal with your request is: Sam Fletcher

His or her job title is: Passenger Team Advisor

His or her email address is: [email address]

Please see the explanatory notes attached. These are designed to explain how we will deal with your request and answer any immediate questions.

Thank you for contacting Passenger Focus.

Yours sincerely,

Sam Fletcher
Passenger Team Advisor
Passenger Focus
The independent passenger watchdog

f 0161 244 5981
e [email address]
w www.passengerfocus.org.uk<http://www.passengerfocus.org.uk/>
Follow us on Twitter @passengerfocus<http://twitter.com/#!/PassengerFocus>
7th Floor, Piccadilly Gate, Store Street, Manchester M1 2WD
You can also contact our passenger contact centre on 0300 123 2350. The centre is open 8am - 8pm Monday - Friday and 8am - 4pm at weekends.

Freedom of Information Act 2000 - explanatory note

Dealing with your request

In normal circumstances we should be able to (a) confirm or deny that we hold this information and (b) if we hold it, send it to you within the statutory timescale of 20 working days. You should note however that the Act defines a number of exemptions which may prevent us complying with either of these duties. We will explain if this is the case, and if we apply the 'public interest test' to our decision.

If the information is readily available by other means, such as on our website, we will point you in this direction and would not generally expect to reproduce it specifically, and we will tell you this as soon as we can.

Charges and fees

Generally we do not charge for requests of this type. In exceptional circumstances, where the costs of complying with your request exceed the appropriate limit set by law - currently £450 for Passenger Focus - a fee may be a fee payable for the information you have requested. In this case we would issue a fees notice and the fee must be paid before the information is processed and released. The 20 working day time limit for responses is suspended until receipt of the payment, and you have three months in which to send the fee. If you do not provide payment within three months you request will lapse.

If you have any queries or concerns about our process, please contact in the first instance:

Senior Information Risk Owner
Passenger Focus
One Drummond Gate
Pimlico
London SW1V 2QY
[email address]<mailto:[email address]>

Further information about the Freedom of Information Act is available from the Information Commissioner at:

Wycliffe House
Water Lane
Wilmslow
Cheshire, SK9 5AF.
Telephone: 0303 123 1113
www.ico.gov.uk<http://www.ico.gov.uk>

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Sorrelle Wagster, Passengers' Council

2 Attachments

Dear Mr Whittle

 

Freedom of information Act 2000 - information request

 

Your request for information has now been considered and the information
requested is attached.

 

If you have any queries, please contact me.

 

In the event that you are not satisfied with this response, please refer
to the attached ‘could we have done better?’ leaflet.

 

Kind regards

 

 

Sorrelle Wagster
Senior Passenger Team Adviser
Passenger Focus
The independent passenger watchdog

7th Floor, Piccadilly Gate, Store Street, Manchester M1 2WD
t 0300 123 2175
f 0161 236 1574

e [email address]

w www.passengerfocus.org.uk

Follow us on Twitter [1]@passengerfocus

You can also contact our passenger contact centre on 0300 123 2350. The
centre is open 8am - 8pm Monday - Friday and 8am - 4pm at weekends.

 

  

 

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Passenger Focus,

Passenger Focus [1]Passenger Focus logo
Annual Report and Accounts 2011-12

Dear B, [3]Cover of annual report

Passenger Focus is the official, independent
consumer organisation representing the
interests of rail users nationally and bus,
coach and tram users across England outside
London.

Read how we’ve made a difference for
passengers in 2011-2012.

[2]Download our Annual Report and Accounts
2011-12

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Passenger Focus,

Passengers' experiences during engineering [1]Passenger Focus logo
works

 

Dear B, [3][IMG]

Passengers recognise the need for engineering works on the
railways. However, many have negative perceptions and
experiences of the way that planned engineering works are
handled by the rail industry.

We have carried out new research into passengers' views and
experiences of using the railway when engineering works are
disrupting the timetable. We will be working with the
industry to ensure these findings are understood and acted on.

Key findings from the report include:

* 85 per cent of passengers want a discount if they have to
use a replacement bus
* 55 per cent of passengers would not travel by train at all
if part of the journey was by bus
* online retailers should improve websites so disruption is
obvious to passengers
* train operators need to improve transfers between train
and bus.

The full report looks at this in more detail and provides some
key recommendations to the industry on how to manage planned
engineering works.

                     [2]Click here to read the full report

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Passenger Focus,

Passenger Voice - Autumn 2012 [1]Passenger Focus logo

Dear B, [3][IMG]
Passenger Voice is your handy update on the latest passenger
news.

Our latest issue of Passenger Voice is now available to read
online. Articles in this issue include:

* Update on rail franchises
* Fares and ticketing
* Go Ahead bus passenger satisfaction
* Short and Tweet: how rail passengers want to use social
media

[2]Click here to download the newsletter

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Passenger Focus,

Passenger Voice - Winter 2012 [1]Passenger Focus logo

Dear B, [4]Class 333 train in snow
Our latest issue of Passenger Voice is now
available to read online. Articles in this
issue include:

* 55,000 rail and bus passengers have
their say
* Bus cuts toolkit - ensuring passenger
consultation
* Putting passengers at the heart of rail
services
* Better bus access
* Passenger views on the Northern and
TransPennine rail franchises
* Go-Ahead and Passenger Focus launch new
research on the future of transport

[2]Read the newsletter

[3]Download the newsletter

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Image above: "class 333 train in snow," © 2009 Ulleskelf, used under a
Creative Commons Attribution-NonCommercial-No Derivs license:
[10]http://www.flickr.com/photos/ulleskelf/4...

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Passenger Focus,

National Passenger Survey - rising [1]Passenger Focus logo
satisfaction levels

 

Dear B, [4][IMG]

We have now published the results of our autumn 2012 National
Passenger Survey, which offers a network-wide picture of
satisfaction with rail travel. More than 30,000 passengers
took part in this wave of the survey, which is carried out
twice a year from a representative sample of journeys.

Passenger Focus chief executive, Anthony Smith, said:

“The passenger voice helps to drive change on the railways. It
is clear that major improvements are linked to where
passengers have spoken, and industry has acted. It is critical
that industry and government continue listening to what
passengers are saying, and basing investment and operational
decisions around this."

Key findings include:

* 85 per cent overall satisfaction with train services
* satisfaction with value for money rises to 47 per cent
* individual operator value for money satisfaction varies
between 29 and 75 per cent
* punctuality remains the key driver of rail passenger
satisfaction.

[2]Find out more

[3]Read the full report (pdf)

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Passenger Focus,

                       

Passenger Voice - March 2013

                       

Dear B,

Welcome to the first electronic monthly edition of Passenger
Voice. We hope this new-look, more frequent newsletter will
help us keep you even more up-to-date with developments. So
what we aim to do is to make this newsletter as useful as
possible to you. We will tell you about what we have done for
passengers, what’s coming up and what we plan to do. Research,
publications, rail complaints, events and other announcements [3][IMG]
will all feature. Tell us what you like and what you would
like to see more or less of by emailing
[1][email address].

You can also get regular updates from me via my blog:
[2]http://www.passengerfocus.org.uk/blog/
Anthony Smith, Chief Executive

Survey reveals variation in bus passenger satisfaction
Passengers waiting for their bus in some parts of England may
be asking themselves today why their buses aren’t as good as
those in Nottingham, Oxfordshire or Devon.  

These are the findings of the latest Bus Passenger Survey [5][IMG]
(BPS) which shows that passenger satisfaction with bus
services varies widely among different bus operators and local
authority areas.

[4]Read more

Increase in satisfaction levels revealed in latest National
Passenger Survey (NPS)

Passengers across Great Britain have reported high levels of [7][IMG]
satisfaction with train services– 85 per cent overall, with no
operator scoring less than 80 per cent.
[6]Read more 

Station improvements get the thumbs up

Passenger satisfaction at seven stations increased by an [9][IMG]
average of 30 percentage points following improvement works
funded by the National Stations Improvement Programme (NSIP).
[8]Read more

More News

[10]East Coast service disruption

[11]Bus disruption research

[12]Tram Passenger Survey (TPS)

Upcoming Events

[13]Passenger Focus events calendar
                                 

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Passenger Focus,

                       

Survey reveals bus passenger satisfaction varies widely by
area   [1]Passenger Focus
logo
                                   

Dear B, [4][IMG]

The latest Bus Passenger Survey, published today by independent
watchdog Passenger Focus, shows that passenger satisfaction with bus
services varies widely among different bus operators and local
authority areas. It surveyed 22,000 bus passengers across 20 areas
of England and looked at many factors of passengers’ journeys such
as punctuality, frequency, helpfulness and attitude of the driver
and value for money.

Key findings are:

* overall satisfaction averaged 84 per cent with 19 points between
the highest and lowest area scores
* satisfaction with value for money ranged from 30 per cent to 70
per cent across the areas surveyed, averaging 54 per cent
* bus passengers in Nottingham were the most satisfied overall
with 92 per cent.

Anthony Smith, Passenger Focus chief executive, said

“Each year some 2.3 billion bus journeys are made in England outside
of London, meaning that passengers are not satisfied with around 375
million journeys. We hope this report will be a call to action for
transport authorities and bus companies to better work together to
improve things for passengers. In particular they should closely
examine how the high level of passenger satisfaction in places like
Nottingham, Oxfordshire and Devon has been achieved, and then look
to replicate it.”

[2]Read about your area in the full report

[3]Download full report (pdf)

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Passenger Focus,

Passenger Voice - April 2013

Dear B,

Franchising update

Passenger Focus has highlighted the need to ensure that the
passenger voice is boosted within the new, revitalised
franchising system process announced last month.
[2][IMG]
We have welcomed moves to get the franchise programme back on
track and will be working with the Government to ensure that
its plans to put passengers at the heart of this new process
are realised.

[1]Read more

29,000 rail passengers have their say
Passengers from across Great Britain have given their views as
part of the world’s biggest published passenger satisfaction
survey.

Passenger Focus’s twice-yearly National Passenger Survey (NPS)
received over 29,000 responses from rail passengers making [4][IMG]
journeys from around 700 stations across the country.

We will now carefully analyse the surveys and publish the
results on 19 June 2013.

[3]Read more

Delayed bus passengers call for better information and driver
attitude
Bus passengers are calling for better information during delays
and a more customer-focused approach from bus drivers. Those
are the key findings of new research by Passenger Focus. 

Passengers taking part in the research described being [6][IMG]
‘powerless’ when buses are delayed, feeling there is no way to
find out what is going on. In terms of solutions, passengers
have a clear preference for real-time information to be
displayed at bus stops, with smartphone and tablet apps playing
an important supporting role.

[5]Read more

Tram Passenger Survey update
                                               
Passenger Focus has successfully completed a pilot Tram Passenger
Survey (TPS) in the West Midlands/Centro area, with over 650 passengers
taking part. The TPS was modelled closely on the Bus Passenger Survey –
this worked well on tram too with good comparisons able to be made
between the tram and bus results. 
                                                                       

                                    
                                   
[7]Case Study - East Coast passenger appeal

[8]Passenger Focus events calendar

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Passenger Focus,

[1]Bus passengers call for better information and greater customer-focus
from drivers
 

                                               

                                     

Bus passengers' experience of delays and disruption

                                               

Dear B,                                                    [3][IMG]

Passenger Focus has published new research into bus
passengers' experience of delays and disruption.  The key
findings are:

o bus passengers want better information during delays and
disruption, including more real-time running information
o bus passengers want a more customer-focused attitude from
bus drivers, particularly during disruption. 

Passengers taking part in the research described being
‘powerless’ when buses are delayed, feeling there is no way to
find out what is going on. 

In terms of solutions, there is a clear preference for
real-time information to be displayed at bus stops, with
smartphone and tablet apps playing an important supporting
role.

Anthony Smith, Passenger Focus chief executive, said: “There
are some important messages here for bus companies, local
authorities and government. Real-time departures information
helps passengers make an informed choice about what to do if
buses are delayed. It’s clear that passengers want this at the
bus stop, so the challenge is how to achieve that in an
affordable way. Smartphone apps also have an important part to
play.”

Passenger Focus will now work with the bus companies,
transport authorities and government to ensure that the issues
highlighted in this research are addressed.

  

[2]Download the full report (pdf)

 

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Passenger Focus,

Passenger Voice - May 2013 [1][IMG]

Dear B,

                                             
[2]Introduction from our chief executive

Bus passenger power!
[5][IMG]
With seven or more years worth of research behind us we know a
lot about rail passengers. However, we are still building up our
[3]research base on what bus passengers like and don’t like.

[4]Read more 

                                    
                                                                   

[6]Passenger Power! seminar
                                                                 
Passenger Focus is hosting a [7]Passenger Power! seminar next
week - Developing the passenger voice in rail franchising.
[9][IMG]
Passengers are now putting around two pounds into the railway for
every pound of taxpayer subsidy – so their voice should be
amplified. 

[8]Read more

[10]How do passengers feel about ‘on-time’ data?

Passenger Focus has been out talking to passengers about how
they want ‘on-time’ punctuality information. 

On-time, referred to as ‘right-time’, data tells us how many [13][IMG]
minutes a train is late by as opposed to the [11]Public
Performance Measure (PPM), the percentage of trains that have
arrived within the five or 10 minutes of schedule.

[12]Read the full report 

                                    
                                     

[14]Christmas travel experiences 

With the bank holiday just over, Passenger Focus has published a  
relevant report looking at passengers' experiences of services
over another, longer holiday period. [16][IMG]
                                              
[15]Read more

                                              
[17]ScotRail fare anomalies

Earlier this month we welcomed moves by the Scottish Government and
ScotRail to [18]simplify the fare structure, removing the need for
passengers to hunt for split-ticket deals.  

[19]Read more 

[20]New Welsh board member

Passenger Focus has a new board member for Wales. Transport minister Edwina
Hart has appointed Diane McCrea, who has worked in consumer policy in
Wales, the UK, and internationally.

[21]Read more 

[22]Case study – £3592 Southeastern ticket goes up in smoke

Mr C had lost his season ticket and his duplicate season ticket in the
space of a couple of months - this was because he had a house fire...

[23]Read more

Upcoming Events

[24]Passenger Focus events calendar

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Passenger Focus,

 

                                               

                                     

National Passenger Survey - satisfaction dips

                                               

Dear B,   [9][IMG]
                                                
We have now published our [1]Spring 2013 National Passenger
Survey (NPS). The views of over 60,000 passengers inform these
twice-yearly ratings for overall journey satisfaction. 
For the first time, we have also produced at-a-glance guides
to the [2]Great Britain, [3]Scotland and [4]Wales headline
results and recent trends.

Passenger Focus chief executive, Anthony Smith, said:
“Passengers are now the main overall funder of Great Britain’s
railway, so it is vital that their key needs are met. Given
that performance is the key factor that underpins most
passengers’ general view of the railway, train companies and
Network Rail must keep striving to get more trains on time.”

Key findings include:

* while satisfaction for many operators remains steady, a
number of larger operators, particularly in London and the
South East, have seen dips – especially in performance
* overall satisfaction is 82 per cent (down from 83 per cent
in spring 2012) 
* value for money on individual routes varies from 17 per
cent to 76 per cent
* satisfaction with sufficient room to sit and stand varies
on individual routes from 44 per cent to 95 per cent. 

The next survey will be published in January 2014.

     [5]Read the full report (pdf)

[6]Great Britain: At-a-glance guide

[7]Scotland:       At-a-glance guide

[8]Wales:           At-a-glance guide

 

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Passenger Focus,

Passenger Voice - June 2013 [1][IMG]

Dear B,

[2]Rail satisfaction dips
The results of the latest rail National Passenger Survey (NPS)
have been published and overall satisfaction has gone down. [4][IMG]

[3]Read more

[5]Passenger Power! - more passenger focussed franchises 

Our Giving passengers a voice in rail services report found
that passengers want a chance to influence franchises and then [7][IMG]
train companies to be more accountable for delivering on
promises.
[6]Read more 

[8]90 per cent passenger satisfaction for Midland Metro trams

Our research has revealed 90 per cent overall passenger
satisfaction. We also found that satisfaction with trams is [10][IMG]
consistently higher than that recorded for most bus and rail
journeys in the area.
[9]Read more

[11]Bus Passenger Survey (BPS) follow-up work
Three months on from the publication of the BPS we are
working with bus operators and transport authorities to use [13][IMG]
it to improve services.                        
[12]Read more

[14]Passenger Focus on tour

Passenger Focus is holding an open event in Bristol next month and there
are still some places left. [15]Read more

                             
                                   
More News
[16]Passenger Focus responds to ORR's funding and investment proposals

[17]Passenger Focus’s Freepost address has changed
                                   
[18]Case Study – Chiltern Railways
Upcoming Events

[19]Passenger Focus events calendar
                                   

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Passenger Focus,

 

                                               

                                     
[1][IMG]
Smart ticketing - what rail passengers want

                                               

Dear B, [3][IMG]
Rail passengers have a clear appetite for smart ticketing,
particularly if it means tickets are easier and cheaper to
buy. However, they were keen to understand how it would work
in practice. Smart ticketing – what passengers want is the
first in series of reports exploring passengers’ needs and
attitudes to smart ticketing.

Passengers expect any smart ticketing scheme to provide:

* value for money – some kind of cost saving, either via
cheaper fares or new cost-effective tickets and products
* convenience – need to be a convenient option that is easy
to use
* simplicity – especially for those unfamiliar with smart
technology/ticketing
* security – passengers need to be confident that their
money and personal data is secure
* flexibility – want to be able to choose and purchase new
products and tickets that offered flexible travel options 
* tailoring – need to provide passengers with the ability to
choose how they manage their account
* leading edge – used as an opportunity to lead the way in
ticketing technology rather than replicate existing
systems.

[2]Read the full report
                                             

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Passenger Focus,

 

                                               

                                     
[1][IMG]
Check your details

                                               

Dear B, [3]Click to
check your
We aim to get the best deal for passengers by working with details
transport operators and organisations throughout Britain.
We place a strong emphasis on evidence-based campaigning [4][IMG]
and research and over the course of the next year we have a
lot of work we would like to share with you including:
• Passenger Power! - ensuring the passenger voice in rail
franchising is radically boosted
• our project to help improve bus punctuality
• our first tram passenger survey 

• our open data programme and efforts to encourage industry
transparency  

• future editions of our rail national passenger survey and
our bus passenger survey.
                                     
If you would like to continue to receive our newsletter or
publications it is important we have your up-to-date
contact details. Please click the link below to check
that your details and subscription preferences are correct.

[2]Click here to quickly check your personal details
                                   
Regards

David Sidebottom
Passenger director 

[5][IMG]

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think you should be on our database then please reply to this email and
let us know.

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Passenger Focus,

 

                                               

                                     
[1][IMG]
Check your details

                                               

Dear B, [3]Click to
check your
We aim to get the best deal for passengers by working with details
transport operators and organisations throughout Britain.
We place a strong emphasis on evidence-based campaigning [4][IMG]
and research and over the course of the next year we have a
lot of work we would like to share with you including:
• Passenger Power! - ensuring the passenger voice in rail
franchising is radically boosted
• our project to help improve bus punctuality
• our first tram passenger survey 

• our open data programme and efforts to encourage industry
transparency  

• future editions of our rail national passenger survey and
our bus passenger survey.
                                     
If you would like to continue to receive our newsletter or
publications it is important we have your up-to-date
contact details. Please click the link below to check
that your details and subscription preferences are correct.

[2]Click here to quickly check your personal details
                                   
Regards

David Sidebottom
Passenger director 

[5][IMG]

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Passenger Focus,

 

Passenger Voice - July 2013 [1][IMG]

Dear B,

Passengers welcome the benefits the extension of smart
ticketing could bring

Our recent report found that rail passengers have a clear [3][IMG]
appetite for smart ticketing, particularly if it means tickets
are easier and cheaper to buy.
[2]Read more 

Value for money on buses
Punctuality, frequency, the ability to board the first bus,
and the provision of up-to-date and accessible information are
the factors that influence passengers the most when they’re [5][IMG]
thinking about value for money.

[4]Read more

Board meets in public

Bus passengers, rail electrification and smart tickets were
all on the agenda when Passenger Focus’s Board held a meeting
in public in Bristol.  [7][IMG]

  
[6]Read more

 

Oxford Smartzone

More than 1000 bus passengers in Oxford were asked for their
views about the city’s smart ticketing scheme. [9][IMG]

[8]Read more

 

More News

[10]Passenger Power! and how we're working for it

[11]Case study - refunds in cash please for cancelled trains

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