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Improvement work

Read about all the ways we are improving our services

Abdul - SE employee

More friendly faces to help you

...Thanks to 300 extra permanent support staff.

As part of our £70 million investment plan, since January 2015 we've added an extra 300 permanent front line staff to support passengers on their journey. Many of these additional staff are based at key London stations affected by major timetable changes to provide more information and assistance to passengers. Our staff are here to help so any questions or concerns you might have please be sure to ask. 


Feel more at home

...thanks to the refurbishment and deep clean programme we’ve undertaken at almost all our stations. This £4.8 million project was completed in December 2016 and is in addition to the £70 million investment plan.
 
All except two of our managed stations have been repainted and refurbished with a deep clean covering all areas that are accessible to passengers including but not limited to: 
  • Station approaches - signage, cycle storage, poster displays
  • Ticket halls - all surfaces, radiators and windows 
  • Platforms, lifts and escalators - poster displays, hand rails and ledges
  • Waiting areas - shelters and rooms
  • Toilets - wall panels, fixtures and fittings

The only stations we have not yet improved are Herne Hill and Strood, both of which are due to undergo major rebuilding work in 2017.


More information when you need it

...thanks to 21 new digital screens. 

We've installed additional digital screens to further support live customer information at the following stations:

  • Ashford International ( 2 platforms)
  • Faversham (2 platforms)
  • Hither Green (2 platforms and ticket hall)
  • Lewisham (1 platform and ticket hall)
  • Maidstone West (Ticket hall)
  • Margate (Ticket hall)
  • New Cross (2 platforms)
  • Orpington (1 platform)
  • Paddock Wood (2 platforms)
  • Ramsgate (Ticket hall)
  • Sheerness on Sea (1 platform)
  • Sidcup (Ticket hall)
  • Tonbridge (2 platforms)  

More ticket machines

We’ve installed 63 additional ticket vending machines to make it easier to buy your ticket before you board. All our stations now have at least one ticket machine.


Holding a mobile phone

Know what's going on at all times

 
A team of 15 people (obviously not all on duty at the same time!) provide round-the-clock coverage to help you with your journey and any Southeastern related questions you might have. Being at the source of information at our control centre allows the team to answer passenger's questions as quickly as possible. 
 
It’s not all about journey planning - we’ve also been able to help with all sorts of enquiries from potential missed connections to tracking down missing items.


Trains you'll be proud to travel on

...thanks to a heavy duty Spring-clean to our entire fleet, ensuring they are tip top for passengers.

Hundreds of carriages have been scrubbed, vacuumed, shampooed and polished at our three major depots. 
 
*Each carriage on a Southeastern train is cleaned every night but the heavy-duty spring clean sets a higher benchmark for cleanliness. 
 
Watch our video to get a sense of what's been involved...

And there's more... 

One third of our entire train fleet is undergoing a major midlife refresh to make its carriages lighter, brighter and more comfortable for passengers.
 
The work includes a complete re-spray outside and a repaint internally. New carpets and lino will be laid, replacement windows put in place where needed, and all seats will be removed from carriages and given a deep dry-clean and new seat bases. 

Explore Improvement work