Customer Service

“Third party enhancements can make or break our reputation, so we need to make sure that all parts of Network Rail unite to deliver what the customer is asking us to. It’s important we get this right, because we’re spending somebody else’s money, which we need to do wisely, quickly and efficiently.” 

Barbara Barnes
Programme Sponsor (Support)

See our Code of Practice for prospective dealings with customers.

Contact Us

In order to build positive relationships with you, Network Rail has created Route Enhancement teams for each of its nine routes.

The key activities of the teams are to:

  • Improve relationships with funders and increase customer focus 
  • Provide single points of contact and accountability in relation to enhancements
  • Improve the project specification and business case
  • Ensure a strategic fit of enhancements
  • For our Code of Practice, see section 13 
General Enquiries

Network Rail cannot respond to enquiries regarding train tickets, ticket refunds, timetables, journey planners and running times. For these enquiries, please contact National Rail Enquiries on 08457 48 49 50 or your local train operator.

For any other questions about the railway or help with problems caused by the railway, please contact our National Helpline. You can reach us 24 hours a day, 365 days per year on 08457 11 41 41. If you are deaf or hard of hearing, please dial 18001 followed by 08457 11 41 41 from your textphone to activate the Typetalk facility.



Enquiries
National schemes or projects over more than one route
Complaints

Enquiries

Anglia
Alison Clarke
Route Enhancement Manager 
Network Rail
East Anglia House
12-34 Great Eastern St
London EC2A 3EH
020 7904 4048
alison.clarke@networkrail.co.uk

Western
Amanda Hoyland
Route Enhancement Manager
Network Rail
Western House
1 Holbrook Way
Swindon SN1 1BD
01793 389610
amanda.hoyland@networkrail.co.uk

Kent 
Mike Smith
Route Enhancement Manager
Suite 1, 2nd Floor
Waterloo Station
London SE1 8SW
Office 0207 902 3031
Mobile 07917 177908
Fax 020 7922 2500
Mike.Smith5@networkrail.co.uk

London North Eastern
Stephen Hind
Route Enhancement Manager
Network Rail
Floor 4, A Block
George Stephenson House
Toft Green
York YO1 6JT
01904 383764
stephen.hind@networkrail.co.uk

London North Western
Gary Tordoff
Route Enhancement Manager
Network Rail
Floor 11, Desk 325
The Mail Box
100 Wharfside Street
Birmingham B1 1RT
0161 880 3067
Gary.Tordoff@networkrail.co.uk

Scotland
Susan Anderson
Programme Sponsor
Network Rail
Desk 071, Floor 3
Buchanan House
58 Port Dundas Road
Glasgow G4 OLQ
0141 555 4003
Susan.Anderson@networkrail.co.uk

Sussex 
Simon Chapman 
Route Enhancement Manager
Network Rail
Carolyn House 
Floor 14/15 
Croydon
Surrey
CR9 3RY
0207 023 2951
Simon.chapman@networkrail.co.uk

Wessex
Lucy Norton
Route Enhancement Manager
Network Rail
Downside Goods Yard
Off Guildford Road
Woking GU22 7QE
020 7922 2618

Midland and Continental
Spencer Gibbens
Route Enhancement Manager
Network Rail
1 Eversholt Street
London NW1 2DN
07767 672564
Spencer.GIBBENS@networkrail.co.uk   

 

 

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National schemes or projects over more than one route:

Barbara Barnes
Programme Sponsor
Kings Place
90 York Way
London N1 9AG
0203 356 7564
Barbara.Barnes@networkrail.co.uk

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Complaints

Most issues and complaints can be easily resolved by out Route Enhancement Managers. In the first instance please contact them directly.

If this does not resolve the issue to your satisfaction, The next step would be to contact our Programme Sponsor (Support):

Barbara Barnes
Programme Sponsor
Kings Place
90 York Way
London N1 9AG
0203 356 7564
Barbara.Barnes@networkrail.co.uk

As a last resort, you should put your case in writing to:

Paul Plummer
Director, Planning and Development
Network Rail
Kings Place
90 York Way
London N1 9AG
Paul.Plummer@networkrail.co.uk

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