Within 1 minute = On Time performance measures the percentage of station calls which departed origin, arrived at intermediate calls and arrived at destination early or within 59 seconds of schedule.
Time to 3 (T-3) = The percentage of recorded station stops arrived at early or less than three minutes after the scheduled time.
Cancellations
Full = if the train ran less than half of its planned journey.
Part = If the train ran at least half but not all of its planned journeys or it skipped stops on route.
You find out more information on the Network Rail Performance page and Office of Rail and Road (ORR).
Delays and keeping you informed
At c2c we pride ourselves with delivering to you the most up-to-date and important information for your journey. We do this in several ways; from announcements on station, Twitter, the c2c Live App, the Journey Checker system and service alterations pages. With services we want to keep you on track for whatever journey you’re taking.
For more information on delays and why delays occur please go to the National Rail Delays Explained page, which shows a full and comprehensive list of issues which may delay your journey. Delays Explained
How we manage disruption
The rail industry has produced a Code of Practice which sets out guidance and good practice in providing information to customers during times of disruption.
c2c make use of this as a framework for delivering timely, correct and consistent information to you during major disruption and delays to help you make well-informed travel decisions. You can read about our approach in our Local plan for passenger information during disruption 2019
How customers rate our performance
Our Rail User Survey regularly asks a representative sample of 2000 people across Great Britain about their public transport use. Those who used rail in the last seven days are asked about their overall satisfaction with their most recent rail journey and with aspects such as value for money, punctuality and cleanliness.
The last survey was conducted in Spring 2024. Here are our scores for overall journey satisfaction and how we performed against the average London commuter service:
We were below target in Period 5 ( 26 July – 22 Aug) for Stations Cancellations,On Time to 3 and Customer Satisfaction.
All Stations Cancellations
- The Operator did not achieve the All Stations Cancellations Performance Target during Period 5, achieving 2.6% against a target of 1.60%.
- The Operator failed to achieve the above Performance Target during the reporting period.
Causes of the relevant Performance Target Failure:
The cancellation performance shortfall was primarily driven by operational impacts associated with the latter stages of the summer heatwave.
A number of Emergency Speed Restrictions (ESRs) were implemented by Network Rail for safety reasons, including restrictions outside the originally planned Restrictions of Use and others that were more restrictive than anticipated within those possessions. In particular, a 20 mph ESR over approximately 1.5 miles between Pitsea and Benfleet resulted in around three minutes of additional journey time for each London-bound service on both the via Laindon and via Ockendon routes. Across the route we experienced 6-9 ESRs imposed each day throughout the period on average.
Furthermore, the Soil Moisture Deficit (SMD) timetable, which was required to mitigate the impact of the ESRs, provided less operational robustness than anticipated, increasing recovery time following incidents and contributing to a higher volume of service impacts and delays.
Resource constraints have also limited the ability to mitigate the impact of ESRs and progress further refinements to the SMD timetable at pace
Actions to Remedy Failure:
Network Rail-imposed ESRs are vital to the safety of the railway during periods of extreme hot weather. However, performance recovery is dependent on the safe removal or easing of these ESRs, some of which may remain in place at some locations until February 2027. Whilst the SMD timetable is our response to maintain performance during this challenging period, it is not as operationally robust as our normal long-term timetable. Improving resilience of the SMD timetable through refinements is our current mitigation plan, noting that this requires sufficient operational capacity to support the proposed changes.
Expected Recovery:
Removal of the high-impacting ESR is planned for 11/09/2026; however, confidence in delivery cannot be guaranteed due to the extreme dryness of the track bed.
Small fixes for the SMD timetable are being introduced however this is being constrained by available capacity within the business.
ON Time to 3
- The Operator achieved 83.5% for On Time to 3 against a target of 91.40%, meaning the target was missed by -7.90% percentage points.
- The Operator failed to achieve the above Performance Target during the reporting period.
Cause(s) of the relevant Performance Target Failure:
The On Time to 3 performance shortfall was primarily driven by operational impacts associated with the latter stages of the summer heatwave.
A number of Emergency Speed Restrictions (ESRs) were implemented by Network Rail for safety reasons, including restrictions outside the originally planned Restrictions of Use and others that were more restrictive than anticipated within those possessions. In particular, a 20 mph ESR over approximately 1.5 miles between Pitsea and Benfleet resulted in around three minutes of additional journey time for each London-bound service on both the via Laindon and via Ockendon routes. Across the route we experienced 6-9 ESRs imposed each day throughout the period on average.
Furthermore, the Soil Moisture Deficit (SMD) timetable, which was required to mitigate the impact of the ESRs, provided less operational robustness than anticipated, increasing recovery time following incidents and contributing to a higher volume of service impacts and delays.
Resource constraints have also limited the ability to mitigate the impact of ESRs and progress further refinements to the SMD timetable at pace.
Actions to Remedy Failure:
Network Rail-imposed ESRs are vital to the safety of the railway during periods of extreme hot weather. However, performance recovery is dependent on the safe removal or easing of these ESRs, some of which may remain in place at some locations until February 2027. Whilst the SMD timetable is our response to maintain performance during this challenging period, it is not as operationally robust as our normal long-term timetable. Improving resilience of the SMD timetable through refinements is our current mitigation plan, noting that this requires sufficient operational capacity to support the proposed changes.
Expected Recovery:
Removal of the high-impacting ESR is planned for 11/09/2026; however, confidence in delivery cannot be guaranteed due to the extreme dryness of the track bed.
Small fixes for the SMD timetable are being introduced however this is being constrained by available capacity within the business.
Customer Satisfaction
- The Operator achieved 81.3% MAA for Customer Satisfaction against a target of 82%, meaning the target was missed by – 0.7% percentage points.
- The Operator failed to achieve the above Performance Target during the reporting period.
CSAT achieved 80.6% in Period 5. Scores were adversely affected by continued operational disruption arising from infrastructure performance, including track circuit and signal failures, speed restrictions, and the implementation of the SMD (Soil Moisture Deficit) timetable change.
Priority remains on strengthening service recovery arrangements and reducing the customer impact of disruption wherever possible.
Cause(s) of the relevant Performance Target Failure:
The primary causes of the performance target failure were ongoing operational disruption arising from infrastructure performance issues, including track circuit and signal failures, which impacted service reliability. Continued speed restrictions across parts of the network and the implementation of the SMD (Soil ,Moisture, Deficit) timetable change also contributed to reduced customer satisfaction. Collectively, these factors resulted in increased disruption, longer journey times, and a less consistent customer experience. Whilst service recovery arrangements remained a key focus, the frequency and scale of disruption during the period adversely affected overall performance.
In addition to disruption-related impacts, the largest declines in underlying customer satisfaction measures during Period 5 were recorded in:
- Train Wi-Fi
- Train Toilet Cleanliness
- Station and Onboard Facilities
Actions to Remedy Failure:
We are implementing a number of initiatives through the GBR Anglia Customer Experience Programme aimed at improving the customer experience, particularly during periods of disruption. Key areas of focus include strengthening disruption planning processes, enhancing the quality and timeliness of customer information, and improving colleague training and capability.
Progress has already been made through the rollout of new systems designed to improve internal communications and support faster, more consistent information sharing during disruption. In addition, the Operator is actively exploring the feasibility of an AI-powered disruption agent, which has the potential to significantly improve the accuracy, consistency and timeliness of information provided to customers.
Beyond disruption management, we are developing plans to enhance station Wi-Fi connectivity to improve the customer experience at stations. A business case has also been submitted to increase the frequency of deep cleans across the fleet by threefold, bringing activity levels in line with the wider industry average and supporting improvements in customer perceptions of cleanliness and overall journey quality.
Performance, customer feedback and satisfaction data continue to be closely monitored to assess the impact of these initiatives and identify further opportunities for improvement. Collectively, these measures are expected to deliver progressive improvements in customer satisfaction over future reporting periods.
Expected Recovery:
Recovery timescales remain challenging to determine given the ongoing impact of the SMD (Soil Moisture Deficit) timetable change, continued infrastructure performance issues, and the presence of significant speed restrictions across parts of the network. These factors continue to affect service reliability and customer experience, creating uncertainty around the pace of recovery.
All partners within GBR Anglia, including train companies and Network Rail, are working alongside other industry organisations to identify and deliver performance improvements, address infrastructure-related issues, and minimise the customer impact of disruption. Alongside these activities, a range of customer experience improvement initiatives are being progressed through the GBR Anglia Customer Experience Programme, with benefits already being realised and further improvements expected over future reporting periods.
Whilst no definitive recovery timescale can currently be provided, performance will continue to be closely monitored, with progress reviewed regularly as operational conditions evolve and improvement measures take effect.
