We own and operate the railway infrastructure in England, Wales and Scotland. We work closely with train operators to run a safe, reliable and efficient railway for passengers and freight users. By doing this, we support people’s daily lives and drive economic growth.
In this, our Annual Report and Accounts, we outline performance during 2019/2020, the first year of Control Period 6.
Key documents 2020
Our year in numbers
From our Board
Key messages from our Board on our achievements and challenges in 2019/20. Download the foreword by chair, Sir Peter Hendy, the chief executive's message by Andrew Haines and chief financial officer, Jeremy Westlake's review of our financial performance.
Our plans for CP6 are underpinned by our six strategic themes. These are directly derived from our vision, role and purpose. They provide structure and clarity to our thinking, covering what we’ll do and how we’ll do it, so that we deliver the railway that Britain needs and passengers deserve.
Safety and train service delivery represent the fundamental pillars of delivering a great service for passengers and freight users. As an organisation which receives significant taxpayer funding, we have a duty to be efficient in our use of public resources, and to support the sustainable growth of the economy. We know that our people are key to us delivering on our commitments. Our focus on customers and communities keeps outcomes and our impact on the wider community at the heart of our decision making.
Learn more about how we are structured and organised, as well as how we are corporately governed.
Putting passengers first
Network Rail is changing. We’re becoming a company that is on the side of passengers and freight users – committed to doing what is right by them. Over the last year we have undergone some major changes to help us do just that. But putting passengers first is also about the small, day-to-day actions we can all take to put the people we serve first. Here are just some examples of how our colleagues have done this over the last year.
While temperatures soared to record highs in summer 2019, colleagues in Southern worked hard to keep trains moving, and make things a little more bearable for passengers by dishing out free water and ice creams at stations.
At London Bridge station we installed the railway’s first contactless donation point to help tackle the rise of homelessness in London.
Passengers at Glasgow Central station got to have their say about what matters most to them when colleagues installed an ‘honesty box’ for written and video recorded feedback. Similar events were also held at our managed stations in Eastern and Southern regions.
In December 2019, four stations introduced optional sunflower lanyards for passengers with hidden disabilities. This means passengers at Manchester Piccadilly, London Euston, Liverpool Lime Street and Birmingham New Street stations now have a discreet way to ask for extra help while making their journeys.
In September we announced a new WiFi service, due later this year, which will offer seamless connectivity and single sign-on at all 20 Network Rail managed stations.
Bristol Temple Meads achieved the title of most improved station railway station following a string of significant upgrades to the railway in the Bristol area – part of the biggest investment in the Great Western Railway in more than 150 years.
In October Network Rail, Northern and London North Eastern Railway (LNER) provided additional rail services when the Union Cycliste Internationale (UCI) Road World Championships took place in Yorkshire. To make journeys more comfortable 62 additional trains ran between York and Leeds, providing 17,000 extra seats for passengers.
An at-a-glance summary of how we performed against our targets for key performance indicators.
Click on the map to view the performance report for that region.
Focussing on our people
Putting passengers first is at the heart of our people strategy, which also embodies our values of empowerment, safety, care and teamwork.
By focussing on our people, alleviating the things that burden them and prevent them from delivering their best, ensuring that their work adds value, providing an environment that recognises diversity and, through inclusion, will nurture and develop them, then we will be on the side of passengers.
How we act responsibly
In 2019/20 we have done significantly more to reduce Network Rail’s impact on the environment and support sustainability across the railway. This includes the decarbonisation and sustainable land use programmes, and developing a new environmental sustainability strategy which will set out our ambitions and targets for Network Rail up to 2050.