About this
report
First
TransPennine
Express:
7th Floor,
Bridgewater House,
Whitworth Street,
Manchester M1 6LT
0845 600 1671
tpexpress.co.uk
Who to contact
for queries about
this report:
Kate Lamb,
Community
and Business
Improvement
Manager
katelamb@
firstgroup.com
This is our second Corporate Responsibility
(CR) Report. We continue to use and embed
the reporting framework endorsed by
Business in the Community (BITC) and
initially supported by us in 2013 to create
and make best use of recommended report
guidelines and incorporate G4 indicators
and recommendations.
The period reported is 1st April 2014
to 31st March 2015. If you have any
feedback on our report please get in
touch with Kate Lamb:
[email protected]
To find out more about First TransPennine
Express go to tpexpress.co.uk/about-us.
To read the CR reports of our parent
companies, FirstGroup and Keolis, go to
firstgroup.com or keolis.com. There you
will be able to view the latest CR Reports,
policies and financial statements.
contents
Overview
2 Managing Director’s perspective
3 About us
4 Our highlights
6 Organisational profile & governance
9 Vision, values and objectives
10 2015/16 Business Plan
12 S takeholder engagement
13 S upplier engagement and managing risk
Areas of focus
14 Safety
15 Customer
16 People
17 Community
18 Environment
19 Business
Performance results
20 Key results & outcomes
Going forward
23 Plans for the future
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this report
covers the perio
April 2014 to d
March 2015
overview
A warm welcome
W
elcome to our second annual Corporate Responsibility Report.
Once again we’re really pleased to share some of the key
achievements over the last 12 months.
This year is an exciting one for everyone involved in First TransPennine
Express, with a new franchise on the horizon and with the development
in the railways in the north.
Since the start of our current franchise in 2004 we’ve been one of the
fastest growing train companies in the UK. We’re busier than ever and despite
it being the last year of our current franchise, we are not standing still. We’re
continuing to put our people, customers and stakeholders at the heart of
everything we do. It is our duty
to ensure that we grow and
invest in our business and our
people and that we continue
to deliver on our commitment
to be socially responsible.
In terms of investment,
last year we introduced 40
new carriages between
Manchester and Scotland,
and an additional fifth service
per hour across the Pennines.
This led to 90,000 extra seats
a week across our network.
Our business wants to
be known as a World Class
Customer Service provider.
That’s one of the reasons why
we’re investing heavily in our
people. We know that to be
a great business we need
great people and therefore, our
front line colleagues are now
receiving customer service
training from WorldHost – the
same provider that trained the Olympic Games Makers in 2012. Some other
great news is that we have been awarded the Putting the Customer First
accreditation mark for the national standard for customer service.
As well as a customer service business we’re also a learning business
and we’re proud to be awarded the Investors in People Gold standard, in
recognition of how we inspire, empower and develop our people.
We are also passionate about providing opportunities for young people
and last year we welcomed eight apprentices on a two-year programme.
It is the first of its kind in the rail industry by offering a professional rail
specific customer service qualification developed jointly with Manchester
College. We have also created 23 jobs for young people through a charity
employability initiative.
If all this wasn’t enough we realised one of our proudest achievements
– we were the first train operator to win the British Quality Foundation’s UK
Excellence award along with the Excellence 600 award. Finally, in addition
to all of this, our commitment to Corporate Responsibility (CR) is stronger
than ever as we work hard to contribute to the communities we serve. I’m
delighted to share some of our proudest achievements with you in this report.
“We were the first
train operator to win
the British Quality
Foundation’s UK
Excellence Award”
Nick Donovan
Managing Director
See pages xx-xx for tables detailing key results and outcomes