September 2010

Management of Retail Outlets at Stations

• Most tenancies at stations are on leases from c2c, although those at Fenchurch Street are direct from Network Rail, as it is a NR managed station.
• c2c uses Lambert Smith Hampton as its estate managers, and they are responsible for securing and managing tenancies, under Retail Managements direction. 
• Tenancies include retailing for rail customers (coffee, newspapers, etc.), other retailing (e.g. the gym at Southend Central) and offices for other organisations. 
• Head of Retail is trying to raise standards of retailing across the route and establish a pattern of minimum provision at each category of station. As a consequence, 16 out of 26 stations now have a coffee outlet, 20 have a peak newspaper outlet, and 24 distribute copies of the Metro newspaper. All stations have at least one vending machine. 

Rolling Incident Review

• c2c’s Operations Director was pleased to report that since the last meeting, c2c had completed a record-breaking performance period (98.8% PPM), and that Network Rail had also contributed their best ever period on the route. As a result, there were no incidents to review!
• He also noted that personnel changes at Network Rail were very positive, and that the philosophy of ‘no surprises’ was further strengthening the working relationship between the two companies. 
• The focus was now on driving up the ‘Right Time Performance’, and c2c’s Operations Director noted that on 22/9 a 100% PPM figure had been delivered, with 87% of trains arriving exactly at the right time.
• c2c’s Managing Director Julian Drury said that the company was very proud of the new UK Performance record, and it’s recent award as the London Commuter Operator of the Year at the National Rail Awards, and he paid tribute to the hard work of his staff that continued to make this level of performance possible.