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Our quick guide to contacting us
Network Rail runs runs and looks after Britain’s railway. We don’t operate trains, but we do make sure they can run safely and reliably through our work to maintain and improve the railway infrastructure.
This work isn’t only about engineering. It also includes lineside maintenance, such as repairing fencing and managing trees and other vegetation that could affect train services.
At Network Rail we care about those who live alongside our tracks and infrastructure. We know that our work can cause some disruption and noise and do our best to limit this. But the nature and scale of our work means that disruption will sometimes be inevitable.
This page explains what to do if you want to report a problem, and how we will investigate and respond to your concern.
• Work on the railway infrastructure, including track maintenance, work to electrify lines, and for most major projects on the railway• How we maintain our land alongside the track• One of the 18 major stations that we manage
If you’re contacting us about trees and vegetation, graffiti or damaged fencing along the railway line, it’s a great help if you can email us a few photographs that show the problem.
Our helpline staff will give you the email address to use. If you send us your query using our online form, you can attach photographs or PDF documents before submitting the form.
Read our leaflet to find out who to contact if you have a query or complaint about other aspects of the railway.
If you contact us about an issue which falls outside our responsibility, we will assume that you are happy for us to refer your query and contact details to the relevant company and let you know.
Speak to a member of staff, who will attempt to resolve your query there and then.
Our 24/7 National Helpline: 03457 11 41 41
Contact and Communities Network RailOne Eversholt StreetLondon NW1 2DN
Please use the online contact form
When you first contact us about a query or complaint, we log this on our customer portal and give you a unique reference number. If you need to contact us again, quoting this number will help us deal with your query more quickly and you can also use it to track your query or complaint online.
Dealing with your query or complaint locally
Network Rail has six regional community relations teams throughout the country. If our helpline cannot resolve your query or complaint immediately, we’ll pass it to the team that works in your area, who may ask for additional details from you to help us investigate.
We will then liaise with operational staff to address the issue.
If after looking into a problem we are unable to or decide not to carry out work or take further action, we’ll explain the reasons for our decision to you.
If you report a problem that could be a safety threat to you or others, we will prioritise this and respond as quickly as possible.
For complaints or queries that don’t present a safety threat, we aim to respond within 20 working days.
For maintenance work requests we will assess the issue and respond as soon as possible. However, safety has to be our number one priority. This means that if an urgent safety issue occurs, we may need to reschedule work on problems that don’t present a safety threat.
If your problem is about how long it has taken us to resolve a maintenance issue, we will investigate this and provide a revised timescale where this is possible.
If you are not happy with our first response, please read our leaflet to find out next steps and your rights.