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Northern (Northern)

What is happening now?

In December 2015 the Department for Transport (DfT) awarded the Northern franchise to Arriva. The new contract began on 1 April 2016, under the name Northern, and runs for nine years.

Our ongoing work

Now the new franchise is in operation we continue to use our rail research to ensure that it has passenger priorities at its heart. Key to this are the NRPS results that are presented and discussed with Northern, highlighting areas that need improvement. We also hold meetings to discuss performance, both on a regular and proactive basis and to react to any poor performance.

We continue our statutory role in helping passengers with their unresolved rail complaints. Where a passenger has been unable to resolve their complaint directly with Northern we work with them to achieve a better outcome for the passenger. We use the information from these ‘appeal’ complaints to help Northern understand the root causes of unresolved complaints and continuously improve the customer service they provide.

Our National Rail Passenger Survey gives a twice-yearly perspective on passenger satisfaction on Northern. Additional reports and publications can be found below.

Transport Focus reports and publications

December 2015 Transport Focus response to the Northern and TransPennine award announcement
August 2014 Passenger Focus response to the TransPennine Express and Northern franchise consultations
May 2014 Passenger Focus presentation to potential bidders for the Northern franchise
October 2013 Passenger Focus submission to DfT on the Northern franchise direct award
December 2012 Research into passenger views of Northern and TransPennine Express rail services

Click here for key Department for Transport publications

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