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Sustainability reports

We’re committed to operating our train services with a focus on customers, society and our people. Our sustainability reports show how we’re doing that and outline our plans for the future.

Sustainability

To keep the communities we serve up-to-date with our progress, we publish a sustainability report every year. Our reports cover a variety of topics such as society, customers, our people and finance.

Highlights from the report include:

  • Currently the most punctual of the large and complex operators in UK rail
  • Completed a five-year £2bn programme to transform passenger journeys with more than 1,500 new carriages, turning one of the UK’s oldest fleets into one of the most modern
  • 22 million more journeys made with GTR in 2018/19 compared to the previous year
  • Completed roll out of Class 700 trains on Thameslink and Great Northern mainline routes
  • 81% of GTR passengers are satisfied or very satisfied, a 6% increase on 2018
  • Southern’s passenger satisfaction at the highest level for seven years, with a 12% increase to 81%
  • Passenger satisfaction at 89% on Gatwick Express, the highest in seven years
  • Thameslink and Great Northern passenger satisfaction returned to pre-May timetable levels, with 83% and 77% respectively
  • Generated over £1.6m2 in social value over the past five years by helping young people into employment
  • 126 young people from The Prince’s Trust ‘Get into Railways’ programme employed across GTR. 14% of GTR London Bridge station staff recruited through the programme
  • Delivered the “One Step Ahead” customer service training programme to over 3,000 customer facing employees
  • 238 apprentices currently on programme with 40 engineering apprentices employed across our depots in 2019
  • 154 female drivers (including trainee drivers)
  • 18,000 children educated in railway safety
  • 95 station partnerships make local stations more welcoming and vibrant
  • Nine community lines supported

Download the full 2019 Sustainability report

Sustainability at our parent company

Our parent company – Go-Ahead Group – also publishes an annual sustainability report. To read more about their approach to corporate responsibility, visit their performance and reports page.