Greater Anglia

Greater Anglia provides train services in the East Anglia region on intercity, commuter and rural networks, including services between Stansted Airport and London Liverpool Street.

Greater Anglia delivered a good year for operational, customer service, safety and financial performance, including its highest ever annual punctuality average of 95.02% in February 2022 and another very high rating from the DfT for its contract delivery and management. This was all achieved against the backdrop of the ongoing challenges of the pandemic in the first half of the year and the national industrial relations issues in the second half of the year. In both cases, GA again consistently provided the best possible service and updated customers on the changes affecting their plans.

In its first full year under its new National Rail Contract (NRC), GA continued its transformation programme for rail services in East Anglia, with new trains now in service on all the routes it operates and over 140 of the 191 new trains ordered now in operation. Completion of this unprecedented full fleet renewal project is due by the end of 2023.

There have also been ongoing improvements across all areas including performance (as evidenced by the continued high punctuality results and the positive impact of the new trains); customer service (such as more tickets available as e-tickets and more flexible car park tickets at some locations); stations (such as the major upgrades at March and Bury St Edmunds and improved seating or waiting facilities at 76 stations); and accessibility (such as innovative, new virtual station tours for 12 stations). There has also been progress on sustainability (with more biodiversity at stations reinforced and embedded through a pioneering wildlife friendly stations accreditation scheme); energy efficiency (an 11% reduction in carbon emissions for the second year running); integrated transport (more cycle parking spaces and interchange enhancements); and community rail projects (most notably Essex and South Suffolk Community Rail Partnership winning the Outstanding Contribution award at the national Community Rail Awards).

There was also major independent recognition of GA’s achievements and positive impact, as the company was named Passenger Operator of the Year at the National Rail Awards 2022.