Putting passengers first

Today, train performance isn’t good enough. Passengers deserve a reliable railway and that’s why our promise is to put passengers first. This ethos is at the heart of our Delivery Plan for Control Period 6 (CP6).

This control period, which starts on 1 April and spans the next five years, gives us a fresh opportunity to refocus and put the needs of passengers and freight first.

From now on, the whole rail industry will be driven by delivering the best outcome for passengers and freight users. Every decision we make will be through the eyes of our passengers, which will ingrain a customer service mindset throughout the organisation.

This shift to put passengers back at the heart of the industry will be supported by a new structure in Network Rail, bringing our route businesses closer to the people we serve.

Our Delivery Plan

Our plan for CP6 focuses on four key responsibilities – to run a safe, reliable, efficient and growing railway, and includes targets related to each.

Our Delivery Plan further builds on the Strategic Business Plan for CP6 that we published in February 2018. Our plan is consistent with ORR’s Final Determination, and have maintained a strong line of sight with this throughout the development of our Strategic Business Plan and this Delivery Plan.

As part of this Delivery Plan, each of the route strategic plans have evolved from those published in February 2018. The original Strategic Business Plan documents can be found below.

Our targets for CP6

Developing a new operating model

In February 2019, our chief executive, Andrew Haines, announced our Putting Passengers First programme.

This is our plan to provide the best possible service for passengers and freight users, to deliver the promises we’ve made for CP6, and to improve the way we work together and with the industry.

These changes are important steps to delivering a better experience for passengers and freight users. It is about making sure that people and responsibilities are in the right part of the organisation to drive up performance.

On Tuesday 19 June we published our baseline regional financial plans reflecting the first tranche of changes as part of the programme. This represents a recut of our existing published delivery plan financials and is the revised baseline against which we will be held to account. Further updates will follow as each tranche of the programme goes live.

You can view and download the regional regulatory financial plans under ‘Regulated plans’ at the bottom of this page.

Download our plans

You can download all our plans as individual PDFs. Plans are available for each of our routes as well as key central functions.

CP6 Route strategic plans – March 2019

2 MB
Freight and National Passenger Operations
360 KB
London North Eastern and East Midlands
3 MB
London North Western
1 MB
342 KB
South East
339 KB
344 KB
349 KB
365 KB

CP6 Function strategic plans – March 2019

79 KB
Group Digital Railway
41 KB
Group Safety, Technical and Engineering
29 KB
Human Resources
39 KB
Infrastructure projects
59 KB
55 KB
Route services
48 KB
System Operator
33 KB

CP6 Delivery plan: regulated documents

Route Strategic Plan – Anglia
3 MB
Route Strategic Plan – Freight and National Passenger Operators
2 MB
Route Strategic Plan – London North Eastern and East Midlands
3 MB
Route Strategic Plan – London North Western
8 MB
Route Strategic Plan – Scotland
3 MB
Route Strategic Plan – South East
5 MB
Route Strategic Plan – Wales
2 MB
Route Strategic Plan – Wessex
6 MB
Route Strategic Plan – Western
4 MB
Strategic Plan – Digital Railway
3 MB
Strategic Plan – Infrastructure Projects
1 MB
Strategic Plan – Route Businesses HQ
1 MB
Strategic Plan – Route Services
2 MB
Strategic Plan – Safety, Technical and Engineering
3 MB
Strategic Plan – Telecoms
1 MB
Strategic Plan – Asset Information Services
696 KB
Strategic Plan – Corporate Communications
812 KB
Strategic Plan – Finance
491 KB
Strategic Plan – Human Resources
802 KB
Strategic Plan – Property
961 KB
Strategic Plan – System Operator
7 MB
Short form strategies
5 MB
Regional Regulatory Financials
30 KB

Strategic Business Plan 2019-2024 documents (published February 2018)

2019 – 2020 annual scorecards

Scorecard Guidance 2019-20
245 KB
National Scorecard 2019-20
450 KB
Eastern Scorecard 2019-20
165 KB
North West and Central Scorecard 2019-20
375 KB
Scotland Scorecard 2019-20
437 KB
Southern Scorecard 2019-20
371 KB
Wales and Western Scorecard 2019-20
294 KB
FNPO Scorecard 2019-20
419 KB
System Operator Scorecard 2019-20
423 KB

Further reading