Northern Railway For the Attention of: Marcus Clements 


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Head of Consumer policy  
Directorate of Railway Markets & Economics Office of Road and Rail Regulator.  
 
 
Monday 26th November 2018 
Dear Marcus  
 

## Re: Compliance With Condition 6 Station Licence And Gb Statement Of National Regulatory Provisions: Passenger



I am writing in response to your letter dated 14th November, following our meeting in London in October.  


In my previous letter of 8th October I advised that the measures we are taking would bring us back within the SLA (95% of complaints responded to within 20 working days) within 3 rail periods. At the subsequent meeting John Smith and I did suggest that we hoped that this may be achieved sooner.  


I agree that the weekly reports that we have continued to send through have shown a slow movement back towards the SLA, but when we are still dealing with a significant, albeit reducing, quantity of complaints older than 20 working days it will naturally bring down that percentage. Throughout this we continue to receive a high number of new complaints.   
 
The latest weekly report has shown an improvement to 79.2%, and I am pleased to advise that the report for week ending 30th November will show us back within SLA.  This is ahead of the original forecast of 3 rail periods. 


 
 
I believe this shows the measures we have taken to be effective. Our efforts will now be on continuous improvement.  


I would be happy to provide any further information you may require. 

Yours sincerely 
 
 
Martin Howard