In Partnership For Britain’s Prosperity South East London & Kent

Our four commitments to change and improve for south east London & Kent

Our commitment to boost the economy


Securing £9.2bn extra economic benefit for the wider south east region.

Our commitment to improve for customers


Increasing customer satisfaction by creating better journeys.

Our commitment to connect communities


Boosting our communities through localised decision making and investment.

Our commitment to our people


Creating more jobs, attracting diverse talent and providing rewarding careers.

Improvements being made in south east London & Kent

Better experience
  • More modern, high capacity, metro services on suburban routes as part of the new South Eastern franchise, including space for at least 40,000 additional passengers by 2022
  • Providing additional services between London, Tonbridge and Ashford, as part of the new South Eastern franchise
  • Creating smoother, more reliable services by renewing 650km of track and replacing 754 sets of points on the busiest routes
  • Deploying Customer Ambassadors at the busiest stations
  • Extending the use of traffic management technology to reduce delays
  • Improving customer experience by piloting a joint working, 'One Team' approach between Network Rail, Southeastern and GTR at Victoria station
  • Improving reliability by replacing the signalling system on the Chatham Main Line
  • Supporting the retention of international and high-speed services at Ashford
  • Giving all passengers the opportunity to travel using a smartcard
  • Ensuring all toilets on suburban metro trains are accessible for passengers of reduced mobility by the end of 2019
  • New independent railway ombudsmans, to resolve complaints
Improved stations
  • Refurbishing station forecourts and car parks by 2019 – creating hundreds of new car parking spaces at Staplehurst
  • Investing around £300m to complete enhancements to the power supply and make platform extensions in the most congested areas, so that longer trains can be run, giving passengers more space
  • More than £6m in major station refurbishments by 2019
  • Introducing cycle hubs with 25-50 extra spaces at Orpington, Battle, High Brooms, Hastings and Elmstead Woods
  • A new facility at Tonbridge with 200 cycle spaces and a bicycle repair centre
  • Installing more waiting shelters on platforms in 28 stations in 2018
Connecting communities
  • Collaborating with Kent and Sussex Community Rail Partnerships to engage with our communities gaining an understanding of their needs, aspirations and ideas
  • Opening up stations, such as Ebbsfleet International, for charity events, fundraising and creative initiatives, fostering a sense of ownership among the local community
  • Providing financial support to the Kent Community Rail Partnership to ensure locally-driven projects and initiatives are delivered for communities
More rewarding careers in rail
  • Creating 150 new jobs through infrastructure investment between Ramsgate and London
  • Introducing more than 25 new apprenticeships during 2018 across rail infrastructure
  • Increasing the number of customer-facing apprenticeships from eight in January 2018 to more than 90 by March 2019
  • Aiming to attract 40% of train driver applications from women by 2021
  • Ongoing training in business critical areas for frontline staff and managers
  • Continuous development opportunities for professional and senior staff including colleague-led masterclasses to share best practice and knowledge
  • Providing opportunities for diverse groups seeking to transition their career, such as injured service personnel
  • Working in partnership with the National Collaborative Outreach Programme to help 150 A-level students achieve the Gold Industrial Cadets Award and encouraging them into a career in the railway

We are working in partnership

South Eastern
Thames Link
Arriva Rail London
Network Rail
Go Ahead
DB Cargo

We are all backing the plan

Case studies

Case Study

Southeastern’s Customer Ambassadors are committed to improving passenger experiences

  • Southeastern has recruited a specialist team of Customer Ambassadors to deliver better customer service.
  • The successful pilot scheme won the Customer Service Excellence Award at the National Rail Awards.
  • Customer Ambassadors are being rolled out permanently at London terminals.

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Connecting communities with Kent Community Rail Partnerships

  • Kent Community Rail Partnership is established within the communities along the Medway Valley and SwaleRail lines, enabling them to get involved in improving their local railway.
  • Kent CRP helps to deliver customer growth and improvements to rail services and station environments.
  • The Partnership is working with 10 local schools on a Smarter Journeys programme, focused on getting pupils to take part in a wide variety of challenges to help to build confidence and skills to travel independently and safely to school.

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Case Study
Case Study

Rail freight is supplying London’s major projects while reducing carbon emissions and road congestion

  • 2m+ tonnes of aggregate and cement is moved by Tarmac using rail every year.
  • Material transported by rail contributes to some of London’s major construction projects, from the Queen Elizabeth Olympic Park to Waterloo station.
  • In 2017 the volume of material moved by rail from Greenwich removed around 22,000 vehicles from the capital’s roads.

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Hitachi Rail are keeping high-speed trains flying

  • Hitachi’s £60m Ashford depot has been vital in sustaining the trains’ high reliability and passenger satisfaction ratings.
  • The increased popularity of the trains has also cemented the need for continuous improvement, with over 600 modifications to the fleet being made in the last ten years.
  • Hitachi recruits people from a variety of backgrounds, including the automotive sector and the armed forces, which helps to encourage fresh thinking.

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Case Study
Case Study

Rail companies are opening up stations to local communities

  • Working in partnership, staff from Network Rail (High Speed), HS1, Southeastern and Eurostar are focused on opening up stations to the local community.
  • Local schools come to Ebbsfleet International to learn about safety, with sessions run in partnership with the British Transport Police.
  • Working together staff support local and national charity organisations.

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Keeping the construction industry going with rail freight

  • Brett Aggregates provide a wide range of traditional and recycled products from 32 sites and wharves across London, the South East and East of England.
  • Rail freight is an integral part of logistics and supply chain for the area.
  • In 2016, Brett Aggregates invested in a new rail freight terminal in London to receive thousands of tonnes of aggregates a week from its well-established site at Cliffe in Kent.

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Case Study

What does the plan mean for your area?