Taking the North Further. Annual Stakeholder Report March 2018

Taking the North Further Annual Stakeholder Report March 2018 1

Stephen Edwards Executive Director, South Yorkshire Passenger Transport Executive The increased capacity from timetable changes and extended carriage length to be introduced through the course of this year will see much needed capacity improvements to the Region, along with improved facilities for passengers. Effective engagement with stakeholders and customers is the best way to drive passenger growth, building confidence that the rail network can deliver the services customers need, helping to reduce road congestion, improving air quality and contributing to the economic success of South Yorkshire. As we approach the third year of the TransPennine Express franchise we look forward to building on our strong partnership with the TransPennine Express stakeholder engagement team, including through our quarterly Transport User Group forums, to keep customers and our own stakeholders fully informed. Ben Still Managing Director, West Yorkshire Combined Authority The past year has been a challenging one for the rail industry in terms of planning major timetable changes, due to infrastructure programme delays both in the north west and elsewhere. The franchise commitments that will see train service improvements better support the north s connectivity needs, including on the north TransPennine Route, are a vital part of plans to help improve economic opportunity for people visiting, living and working across the north. We have been pleased to be able to engage with TransPennine Express on plans for service changes that affect the Leeds City Region. We want to ensure that the benefits of these improvements are felt right across our communities, connecting people with jobs, businesses, education and training, as well as leisure and other opportunities. Whilst there is still some way to go, these changes once fully delivered by TransPennine Express will contribute hugely to help us achieve our shared objectives. I would like to thank TransPennine Express for their collaborative approach, and I look forward to continuing our joint work of delivery over the coming year. 2

Contents Introduction by Leo Goodwin... 5 Taking the North further through engagement... 7 Taking the North further by acting on feedback...9 Taking the North further in partnership... 11 Our survey results... 13 Developing the network with Community Rail Partnerships... 15 Transforming and supporting communities... 17 Looking ahead and key contacts... 19 3

Barry White & David Hoggarth Chief Executive, Transport for the North Rail North Director TransPennine Express has continued to make strong progress on its transformation over the last year directly implementing a number of the enhancements that mark the start of a major new investment in rail in the North of England. The roll out of highquality refurbished Class 185 trains within the franchise has been particularly well received by passengers and is a taste of things to come with the brand-new trains in production. Autumn weather conditions and major infrastructure works combined to provide unique challenges in 2017/18 but throughout this period the franchise has worked closely with Rail North and other key stakeholders to keep passengers well-informed in order to minimise disruption wherever possible and staff approachability continues to be a hallmark of the operator. Throughout the challenges, the operator has remained ambitious, a characteristic that continues to engender loyalty and grow demand. While planned timetable enhancements have had to be worked around infrastructure constraints, it is clear that TransPennine Express remains committed to a series of improvements which will significantly improve capacity and enhance connectivity over the coming year. From April 2018 Transport for the North and Rail North will merge into a single organisation. We look forward to continuing to work closely with TransPennine Express as we strive to revolutionise rail travel in the North of England and in doing so, transform the passenger experience. We look forward particularly to working closely with our Partners on the multi-billion-pound infrastructure investment planned through the TransPennine Route Upgrade which is a building block for Northern Powerhouse Rail. 4

Taking the North further Introduction by Leo Goodwin Welcome to our annual stakeholder report. Its purpose is to review how we have engaged with our stakeholders and how we have acted on feedback received, as well as looking ahead to opportunities in the near future. Our vision for TransPennine Express is Taking the North further. A vision that is becoming a reality with additional services, new trains and an enhanced customer experience delivering a transformational effect on the towns and cities we serve, connecting them better and enhancing economic, educational, employment and leisure opportunities. The last year has seen us take further steps on this transformational journey. Over half of our class 185 trains have now been refurbished to a high-quality specification including the provision of high quality Wi-Fi. Our new Nova train fleets are all in production with the first trains arriving into service later this year. Earlier, later and more trains at weekends were introduced on our Anglo-Scottish and South TransPennine routes during December last year, and the same transformation will take place on our North TransPennine route this May. We have listened to stakeholder feedback on this new timetable for May 2018 and started a dialogue on making the case for additional services to be introduced in future timetables. A range of enhancements are being delivered at our stations including the major transformation of customer facilities at Hull and the introduction of enhanced customer information screens at all our stations. Our customers expect reliable and punctual services and while most of our services operate as planned, we have faced events that tested operations and the infrastructure in the last year. The performance of the rail network during the autumn period and the impact of severe winter weather were the two biggest issues that the operation of our services faced recently. We are conducting a review with Network Rail and other operators to understand how these more challenging conditions can be better managed in the future. We believe stakeholders input is essential to our business. We understand the vital role our services have in connecting communities and how they can better support local economies. We know too that for the future where we work together we will deliver more than we would achieve by each developing plans and priorities in isolation. These ongoing discussions are what ensures that TransPennine Express will continually evolve to meet the needs of stakeholders and the communities they represent. We look forward to continuing to work together in partnership to develop timetables, integration, stations and services, and applying for and securing funding to ensure TransPennine Express continues to develop, delivering on our vision of Taking the North further. I hope you enjoy this report and thank for your support during our second year. We look forward to working with you as we introduce the first of new trains and additional services over the year ahead. Leo Goodwin Managing Director 5

Tobyn Hughes Managing Director, NEXUS The North East s rail connections are vital to our future plans. We welcome more services connecting the core cities of the North, from Newcastle to Leeds, Manchester and Liverpool. We also look forward to further growth and the positive impact of both new and improved rolling stock. We have welcomed the readiness of TransPennine Express to discuss performance, ticketing ideas, timetable improvements and development opportunities at a local level, through the North East Rail Management Unit. Jon Lamonte Chief Executive, Transport for Greater Manchester TfGM have been working closely with TransPennine Express, furthering the shared goals in our Partnership Agreement to improve services and stations in Greater Manchester and the Rail North Central Area. Of particular note is our joint Platforms for All initiative to involve the community in the station at Stalybridge and bringing the community room into use. We have worked closely together to ensure the May 2018 timetable works as well as it possibly can for the people of Greater Manchester, supporting local needs and mitigating issues that have arisen where possible. The refurbished trains have been welcome and I am really looking forward to seeing new trains on the patch. Cllr. Ian Gillies Leader, City of York Council City of York welcomed the opportunity to host the very successful and well attended TransPennine Stakeholder conference in early October 2017. TransPennine Express are important to York s connectivity to the North East and Teesside as well as across the Pennines to Leeds, Manchester and Liverpool. The depot at York is being used to deliver the 32m modernisation of the current train fleet, recognising the skills available in York. The relationship between City of York Council and TransPennine Express has developed well over the last few years and for the next year we look forward to seeing and using the new trains and working with them on improving links from the Park & Ride sites across the city to the railway station. 6

Taking the North further through engagement Informing, listening and enabling. This is the approach that we take to stakeholder engagement at TransPennine Express. This enables partnership working where the opportunities of the new franchise can be developed with local stakeholders to realise additional connectivity and economic benefits across the North. It is through this level of engagement that we set out to: build collaborative relationships improve whole industry efficiency support wider industry stakeholder strategies understand stakeholder priorities for future improvements update stakeholder engagement on an annual basis Our Regional Development Managers are firmly in place, providing stakeholders across the North and into Scotland with a direct point of contact into TransPennine Express. Over 300 direct face to face meetings have been held with stakeholders over the year, as well as thousands of e-mails responded to. Whether in person or through written form, this engagement has enabled relationships to be developed, information to be shared, partnering opportunities to be realised and priorities for future enhancements to be assessed. The Quadrant structure (East, North East, Central and West) of Rail North has proved to be an effective forum for local authorities in a defined geographic area to discuss strategic issues with us. Regular meetings are in place for each Quadrant providing regular updates both from TransPennine Express to local authority officers and for them to outline aligned priorities for their area. This has enabled positive developments in relation to timetable development, enhancing station facilities, rolling stock, network enhancements, ticketing and opportunities for possible development within the current franchise period. Identical discussions take place with Transport Scotland for our trains that serve stations in Scotland. Collaboration has been ongoing with regards to liaising with user groups between Manchester and Leeds regarding local services that will be remapped from Northern to TransPennine Express in May 2018. The feedback from stakeholders continues to inform our yearly Business Plan, while our Stakeholder Engagement Plan is updated during the Autumn based upon feedback received and the changing needs of stakeholders. This approach is also informed by the results of the annual stakeholder survey, sent to almost 1,000 opinion formers from across the North and into Scotland (the results of this survey are detailed on page 13 of this report). Three stakeholder conferences were held across our network during the Autumn last year, in Liverpool, Sheffield and York. Each conference was addressed by the main transport body for that area: Merseytravel, South Yorkshire Passenger Transport Executive and City of York Council. A conference in Scotland will be held during the summer this year and will focus on the new direct Glasgow to Liverpool services that will start later this year. A network wide reception was held in Manchester during the Spring last year, providing an opportunity to outline a year of delivery, initiatives to be delivered in the coming year and provide stakeholders with a valuable networking opportunity. This approach to stakeholder engagement has ensured we continue to strengthen proactively our link with stakeholders to ensure that their involvement with TransPennine Express becomes stronger and that joint aspirations can be realised early. The next step is understanding and responding to feedback. We have continued to support cross industry forums and working with representatives from Northern, Rail North, Network Rail and any other relevant industry body, including bus companies, to both support wider stakeholder strategies and help improve whole industry efficiency. Around 100 delegates attended the stakeholder conference held in the headquarters of City of York Council. 7

Roy Brannen Chief Executive, Transport Scotland I have been pleased with the good working relationship that has developed between Transport Scotland and TransPennine Express. It was only just over ten years ago TransPennine Express started operations between Manchester and Edinburgh/Glasgow and since that time we seen a huge growth in patronage on that popular train route. Our shared focus on meeting passenger needs has seen the delivery of more and better timetabled services, and last year with extra early morning and evening services connectivity between Scotland and the north of England has been further enhanced with more travel options and greater flexibility. And these improvements will continue, because on the horizon, later this year, there are more exciting opportunities for business and leisure travellers with new, direct services between the great cities of Liverpool and Glasgow. David Sidebottom Director, Transport Focus We have continued to work closely with TransPennine Express, providing independent, evidenced-based insight and advice from the passenger perspective. As ever a key focus is ensuring the insight provided by Transport Focus s National Rail Passenger Survey is understood and used to drive improvements for passengers. Our Autumn 2017 survey found 81% of TransPennine Express passengers were satisfied with their journey overall, lower than previous years and reflecting the challenges passengers faced with more frequent delays and overcrowding. Capacity remains a key concern for passengers so it s welcome news that the first of the new trains for TransPennine Express are scheduled to arrive this year. The additional capacity can t come too soon for passengers. We look forward to continuing to work together to improve passengers experience.

Taking the North further by acting on feedback A central component on our approach to stakeholder engagement is acting upon feedback received. This can result on immediate improvements being made on either a local or broad scale, or be the start of developing a business case for large scale enhancements to be made. Either way, the outcome depends upon acting upon feedback received. During the year we have engaged with a range of stakeholders on improvements being made by TransPennine Express including timetable development, station enhancements, additional services, car parks and cycling provision. We have held consultations into our planned level of services for the May 2018 and December 2018 timetable changes. These base timetables form part of the Franchise Agreement and as such are contracted by the Department for Transport/Rail North to be delivered as planned. This includes the introduction of earlier and later services on weekdays as well as more services at the weekend. Feedback received showed wide support for the range of enhancements being introduced, particularly those additional services that enable additional employment, education or leisure opportunities. There was also feedback regarding the stopping pattern of some services and the frequency of calls at specific stations. The comments were reviewed, assessed and informed discussions with the Rail North Partnership on potential amendments that could be made in May 2018 and future timetable changes. Where service enhancements require third party financial contributions, such as the operation of a second train per hour to/from Hull, we will explore with the Rail North Partnership and regional stakeholders how they could be delivered through funding partnerships with local stakeholders. enter service for TransPennine Express during 2019. The opportunity to see a built version of the type of train coming to our services secured additional valuable feedback for our new trains team. During the autumn of 2017 we operated a leaf fall timetable and, although we do not currently plan to operate a revised autumn timetable again, we were pleased to have been able to operate a revised seasonal timetable that demonstrated that feedback from the previous year had been considered and implemented where practical. We have engaged directly with a range of stakeholders regarding facilities at stations with specific reference on opportunities to use matched funding. This has resulted in the development of a long list of schemes for each of the stations that TransPennine Express manages. Through the Regional Development Managers, we are now actively working on securing the funding required to deliver such enhancements that build on our franchise commitments. We are hopeful that with our partners we can deliver a number of these potential schemes in 2018/19. We continue to work with Community Rail Partnerships to maximise the value from the TransPennine Express CRP Growth Fund; this work continues to highlight further development opportunities at TPE stations. By having open ongoing consultative dialogue with stakeholders, we can ensure our plans are more focussed and aligned in response to local feedback. We will continue with this approach into year three of the franchise. Looking ahead, we received strong support for the new direct Liverpool to Glasgow service to be introduced at the end of the year. Due to capacity constraints on the West Coast Main Line, it is challenging for additional stops to be added to the planned service, although this will continue to be kept under review. With new trains coming, we were pleased to take some stakeholders to the Hitachi Rail Europe facility in County Durham to view a fully constructed version of the same type of train as our Nova 1 fleet that will Stakeholders attending the familiarisation visit to Hitachi Rail Europe, who are building the Nova 1 trains for TransPennine Express. 9

Steve Payne Strategic Transport Manager, Tees Valley Combined Authority Tees Valley Combined Authority very much welcomes the fact that TransPennine Express has recently strengthened its Stakeholder focus and we value our direct meetings with our Regional Development Manager and other colleagues within the organisation, along with their commitment to attend and support the North East Rail Management Unit, of which we are a key member. As a result, Tees Valley Combined Authority feels that TransPennine Express genuinely listens to our needs and we are pleased that as a direct result of this improvements to the Middlesbrough and Darlington services are included in the new franchise. We also welcome the fact that, based on suggestions made by Tees Valley Combined Authority through recent consultations, TransPennine Express is now evaluating potential options to extend services in our area. TransPennine Express is actively involved in working with us to develop two of our main transport priorities transformational upgrades for Darlington and Middlesbrough Stations and has been proactive in looking at other investment opportunities. For example, Tees Valley Combined Authority has been pleased to provide match funding for a TransPennine Express project to significantly improve cycle parking at Middlesbrough Station. Dave Caulfield Director of Economic Regeneration & Place, Selby District Council Selby District Council has an ambitious growth agenda and central to its success will be making the most of its superconnectivity by rail - nationally, within the North, at the heart of Yorkshire, and to key cities nearby such as Leeds and York. We have had very positive and productive discussions with TransPennine Express about how we can work together to realise the benefits of proposed rail investment, including support for our Selby Station masterplan work. TransPennine Express have worked collaboratively and openly and this is bearing fruit in terms of some of the shorter-term improvements we want to see, such as helping with our case for Access for All funding for lifts and improved car and cycle parking, but also in helping to shape our longer-term ambitions, such as securing significant connectivity, regeneration and economic benefits from the station masterplan. We are really grateful for this positive and proactive approach taken by TransPennine Express to date and look forward to ongoing positive working and delivery of key improvements. We look forward to continue working closely with TransPennine Express over the lifetime of the franchise. 10

Taking the North further in Partnership Across the rail network, a range of improvements to the rail network are delivered in partnership with a range of organisations including Combined Authorities, local authorities, Community Rail Partnership and others. These enabling partnerships deliver projects locally that often deliver additional economic, community or social benefits that can only be achieved through partnership working. During 2017/18 we have worked with a wide range of organisations to prioritise developments that have strong stakeholder support, both in terms of funding and project outcome. Stations are often an economic gateway to town and city centres and we have been pleased to work closely with Selby District Council and Middlesbrough Council and their station masterplan development proposals for the stations at Selby and Middlesbrough respectively. Each scheme will transform the station and surrounding area, enhancing the economic development as well as the use of train services for business purposes as well as leisure. In the coming year, lifts will be installed at Scunthorpe station improving the accessibility of that station. This year we have been working closely with local authorities and rail user groups to secure support for funding to provide lifts at Selby and Thirsk under Access for All in Control Period 6. The involvement of these stakeholders is important in making the case for these stations to be prioritised for lifts when funding becomes available. Some partnerships are for small developments, but they deliver long standing aspirations and real benefits for customers. Andy McDonald, MP for Middlesbrough (centre), launching the masterplan design proposals for Middlesbrough station with the Major and Deputy Mayor of Middlesbrough, Middlesbrough Council and TransPennine Express. At Cleethorpes station platforms 2/3 had no waiting shelter. By working in partnership with ACoRP, the Department for Transport and Barton - Cleethorpes Community Rail Partnership, with support from TPE s CRP Growth Fund, we have been able to enable this customer facility to be put in place. We have also worked with a range of organisations to enhance the improved cycle facilities being delivered at core stations across the TransPennine Express network. These have included the stations at: Middlesbrough in partnership with Middlesbrough Council and Tees Valley Combined Authority Malton in partnership with North Yorkshire County Council and Ryedale District Council Northallerton in partnership with North Yorkshire County Council Selby in partnership with Selby District Council The enhanced facilities will make cycling to/from stations more attractive through the provision of secure and covered bike parking. A proposal to create a cycle café hub at Scarborough station has been developed and is hoped to be delivered during 2018/19 subject to funding. In the last year we have worked closely with relevant local authorities regarding car parks at TransPennine Express managed stations in their area. This has been challenging due to the limited amount of available land around stations that could be developed for car parking. Several schemes have been discussed and we will continue to explore the opportunity in the coming year to develop, on a partnership basis, car park schemes at a number of locations including Thirsk, Northallerton, Malton and Selby. We expect the foundations laid in the last year to help realise the development and delivery of many schemes during 2018/19. If there is a partnership project you would like to discuss with us, please contact one of our Regional Development Managers. Contact details are on page 19. 11

Mick Noone Director of Integrated Transport, Merseytravel Merseytravel is pleased to be working with TransPennine Express on a number of schemes this year which will improve connectivity between the Liverpool City Region and major cities such as Manchester, Leeds and York. Where improvements to timetables or routes can be made, TransPennine Express acts on feedback from Merseytravel to ensure local knowledge and expertise is reflected in planning. This partnership approach helps us to connect small communities, such as Lea Green and Newton-Le-Willows, to places such as Manchester and Liverpool, and this is an important part of our long-term rail strategy. David Budd Elected Mayor of Middlesbrough Middlesbrough Council have worked collaboratively with TransPennine Express over a number of years. As the manager of our main station they have worked in partnership to draw up a future vision for its substantial improvement and been supportive in this process. Station management has been proactive in supporting a variety of local projects including incorporation of art within the buildings. The relationship is helpful to our respective objectives. In the year ahead, we look forward to welcoming express services between Liverpool and Manchester and the introduction of a new route between Liverpool and Glasgow, which will be a first for our region. 12

Our survey results During January and February of this year over 160 stakeholders gave us feedback as part of our annual stakeholder survey. This was a similar level of participation to last year providing us with a comparable base to measure year on year progress. We would like to thank all those who took the time to respond to the survey, the headline results of which are outlined in this section. The survey provides us with useful feedback on our engagement with stakeholders, indicating what works well and what can be improved. This in turn helps us update our stakeholder engagement plan, which is reviewed and refreshed every autumn. We achieved a broad geographic response from our network with 35% of respondents from Yorkshire and the Humber, 28% from the North West, 16% from the North East and 8% from Scotland. In terms of organisations that completed survey responses 25% were from local government, 14% from transport/passenger representative groups, 10% from Community Rail Partnerships, 9% from elected representatives, 6% from business groups and 5% from tourism organisations. The survey contained a series of questions that asked for stakeholder feedback on all aspects of TransPennine Express, including journey experience, reliability, punctuality, communications, engagement and value of meetings. Our overall stakeholder satisfaction score from this survey for 2016/17 was 83%, a two percent reduction from the previous year due to feedback regarding performance and service delivery, reflecting the need for more resilience from the infrastructure and additional capacity in our network. Results indicate stakeholder satisfaction in our operational performance has reduced during the last 12 months. As outlined earlier in this report over the last year a challenging autumn period and the impact of severe winter weather has affected service delivery resulting in the survey feedback received regarding performance. Through our Alliance with Network Rail we are collaborating with them and other train operators on key developments to improve operational performance, while the introduction of additional rolling stock for a range of train companies who operate in the North will also have a positive effect on performance in the year ahead. We will also continue to focus on our own service delivery, ensuring high levels of fleet performance to provide reliable and comfortable journeys. We were pleased to see that stakeholders continue to endorse the importance of communication and contact with TransPennine Express, with 94% saying they value contact and communication from us and with 89% rating highly face to face meetings. Stakeholders continue to recommend travelling on TransPennine Express services to others (81%, up 1% from last year), as improving customer experience (76%, up 5% from last year) and as a company to do business with (78%, up 6% from last year). We will adapt our engagement with stakeholders based upon the results of this survey to improve our effectiveness as we continue working with a range of organisations during 2018/19. 13

Brian Barnsley Senior Operations Manager, ACoRP By working together, TransPennine Express and ACoRP have been able to support community rail partnerships to transform stations and make them brighter and safer places to visit. One such project has seen the Barton - Cleethorpes Community Rail Partnership, working with TransPennine Express to install a new waiting shelter at Cleethorpes Station. The new shelter has been co-funded by the TransPennine Express Interchange Fund and the Association of Community Rail Partnerships (ACoRP) administered Designated Community Rail Development Fund (DCRDF). With there being no previous cover on the platform where it was installed, the new shelter, which is specially designed with anti-vandal measures, will provide regular passengers and visitors to the seaside town protection from the elements. Richard Watts Rail Development Team Manager, Community Rail Lancashire Over the past year, TransPennine Express and Community Rail Lancashire have continued to develop their strong relationship, with effective and sustained communication as the key to the success of this partnership working. Following several meetings, Community Rail Lancashire and TransPennine Express are developing a detailed and committed apprenticeship programme, giving TransPennine Express apprentices a valuable opportunity to experience community rail engagement, projects and programmes. We look forward to developing this programme into 2018 and beyond, bringing a wide range of skills development opportunities to the apprentices through this robust partnership. The ACoRP operations team continues to support the TransPennine Express Interchange Fund and works with them on the distribution of this funding to Community Rail Partnerships, where they need it most. 14

Developing the network with Community Rail Partnerships Community Rail Partnerships (CRPs) connect into the new TransPennine Express network at over 20 locations, providing customers with great journey opportunities to travel by rail to a range of destinations across the North of England and Scotland. We want to encourage more of these journeys by making it easier and more attractive for customers to travel by rail and have a fund for CRPs to take forward initiatives that enhance and increase connected TPE/CRP journeys. These initiatives are around the areas of promoting onward journey connections at locations served as well as ideas for passenger enhancements at TransPennine Express managed stations used by these services. There is 50k of funding available per franchise year under this scheme - 350k over the lifetime of the franchise. All applications to the fund by CRPs will be considered jointly by representatives of TransPennine Express and ACoRP. We were pleased that funding provided to the Penistone Line CRP in 2016/17 to enhance the area around platform two at Huddersfield station working with the local Men s Shed group, was recently awarded the Huddersfield Civic Society Community Award. We have discussed the ease of access to this fund with CRPs, the Association of Community Rail Partnerships and the Rail North Partnership. In 2018/19 we will seek further engagement with CRPs to increase the number of successful applications for the fund and will accept ideas from others that have been put to CRPs. The underspend from this year will be rolled over into 2018/19. Initial discussions on potential applications for the year ahead have already taken place and we look forward to receiving a range of bids including schemes that include an interchange at Barnetby station for Humberside Airport, drinking water facilities at interchange stations and marketing to promote interchange journeys from stations in North Yorkshire for James Cook Hospital on the Esk Valley Line. We will open the scheme for bids in Spring 2018, maximising the planning timescale for CRPs to make a bid for the funding available during 2018/19. During Spring 2017 TransPennine Express invited all Community Rail Partnerships connected to its network to submit initiatives that could be supported by the franchisee s CRP Interchange fund, subject to meeting the conditions laid out in the committed obligation and a panel assessment consisting of representatives from the Association of Community Rail Partnerships (ACoRP) and TPE. The funding available for 2017/18 was 61.8k (including a rollover of 11.8k that was unspent from the fund in 2016/18). We engaged with all CRPs on our network directly to encourage proposals for the funding available. Meetings, phone conversations and e-mail exchanges were held to garner proposals. Three proposals were received with two bids receiving funding (Barton - Cleethorpes Community Rail Partnership for a waiting shelter at Cleethorpes station and the Penistone Line CRP for a Christmas event at Huddersfield station). Representatives of the Penistone Line CRP, ACoRP and TransPennine Express celebrate the completion of Growth Fund supported works at platform two, Huddersfield station. 15

Cllr. Don Mackenzie North Yorkshire County Council Portfolio Holder for Transport including rail North Yorkshire County Council have developed a strong working relationship with TransPennine Express since the start of the franchise, as their services are key to our strategic improvements to East West connectivity. The stakeholder relationship has grown stronger in the last year with North Yorkshire contributing to improved cycle facilities at Malton and Northallerton. The investment by TransPennine Express in a new depot and jobs in Scarborough is also particularly welcome. TransPennine Express have also fully engaged with us in future potential station projects / improvements at all of their stations in North Yorkshire and this has can only further strengthen partnership working. Looking to the future North Yorkshire County Council look forward to working with TransPennine Express as future schemes are developed and look forward to seeing the new trains and services being introduced in the coming years. Janet Deacon Tourism & Corporate Marketing Manager, Scarborough Borough Council Over the last two years we have worked closely with TransPennine Express officers to identify and maximise ways in which we can proactively promote the destination to potential visitors travelling by train. We have found the partnership very rewarding, we receive regular communications and we are made aware of key opportunities which will improve the destination product offer 16

Transforming and supporting communities At TransPennine Express we recognise that a component of our engagement with stakeholders is to provide support to the communities that we serve, connect and pass through. As such we have teamed up with the Forestry Commission to help environmental and community projects across the North and into Scotland with a 50k grant scheme. Named Transform, the fund is open to community groups or clubs, charities, schools and other individuals who allow open access to their land. Applicants can apply for up to 5k in grants for environmental and community projects and are asked to demonstrate how they benefit the environment, promote social inclusion and/or tackle youth unemployment as well as proximity of the project to TransPennine Express routes or stations. The fund was extremely popular in 2017/18 with applications oversubscribing many times the 50k of funding available. A long list of successful projects was voted on by employees of TransPennine Express with the following awards being made to the winners of that ballot: North East Groundwork North East: This project will support an outdoor programme for those with Young Onset Dementia in Thornaby. The programme will focus on the early journey of individuals, allowing them to maintain their independence while undertaking fun and relaxing activities. Northern Orchards Group: This project in Rawcliffe, York, will see 30 mixed fruit trees planted as part of a community orchard. Natural habitat locations will also be created by providing next boxes, bee lodges, insect hotels as well as ground cover for small mammals and invertebrates. Over 100m wildflowers will be planted. YUMI Intercultural York: This project will equip volunteers from minority backgrounds with the tools and skills needed to grow fruit and vegetables in a community garden. Those involved will devise recipe cards, gain catering qualifications and participate in pop up events throughout York. North West St Mary s RC Primary School: This project will help create a community garden for both adults and children in Levenshulme, Greater Manchester. Ridgehill Big Local Enterprises: This project will help build an easy to access platform to offer the disabled and non-disabled access to a pond for recreation and also angling on Chadwick Dam in Stalybridge. Support will also be provided for the creation of floating planting platforms to promote and regenerate the ecosystem. Cheshire Wildlife Trust: This project will enhance wildlife habitats in the Stockport area while engaging in the scheme those aged 18-25 and not in education, work or training, providing them with work experience through a six-week programme. Royal Society for the Protection of Birds: This project will enable the planting of 2,000 trees along a 1,500m stretch of the Swindale Beck in the Lake District. Volunteers will manage the planting which will create a new habitat for wildlife, improve river water quality and enhance the visual appeal of the valley. Royal Mencap Society: The project will help create development opportunities for those with learning difficulties across the local community, enabling people to volunteer, get active, take on new challenges and have fun. Pennines Trees for Cities and the Woodlesford Community Orchard: This project will see 60 fruit trees planted at a site close to the Aire and Calder Canal. The new orchard will provide fresh fruit which can be foraged by the local community. Gleadless Valley Wildlife Trust: This project will help restore green lung areas in the Gleadless Valley near Sheffield, including ancient woodland, wildflower meadow areas and established hedgerow. Volunteers from across the local community will be involved through a series of outdoor activities. Scotland The Sound Lab: This project in Glasgow will part fund a Creative Jam, an inclusive 12-week music tuition programme for ten young adults with disabilities. The programme will teach participants on how to express themselves through music while also helping develop their confidence, communication and social skills The Men s Shed: This project in Edinburgh will provide support towards helping socially isolated men living the in the Craigmillar area of the city. The Men s Shed aims to reduce social isolation and loneliness by bringing people together to socialise and learn new skills The Transform Fund will be open for applications for 2018/19 during May 2018. To discuss a potential application, please contact Charlie French, Transport Integration Manager, on charlie.french@firstgroup.com or 07889 591725. 17

John Twigg Planning Director, Manchester Airport Group The transport links to the regions we serve are vital in connecting passengers to our growing global network of air services. We are pleased that our 1bn investment to create a world class aviation gateway for the North is complemented by investment by TransPennine Express in new trains, exciting new services and improvements to stations. We value our strong partnership and collaborative working with TransPennine Express and our shared objective to drive economic growth and prosperity across the North. Chris Dale Chairman, TravelWatch North West TravelWatch North West is an independent organisation that champions the requirements of passengers using public transport throughout the North West. Since First Group was awarded the initial TransPennine Express franchise we have enjoyed proactive dialogue and excellent liaison with the company and have been pleased to offer advice, support and help to the company in its drive to increase standards and provide train services that passengers want. The level of two-way communication has remained consistent through the new franchise and we have been impressed with the continuing commitment to high quality transport provision and attention to detail. We are looking forward to the arrival into service of the new train fleet and look forward to the further development of our relationship through the next exciting period. 18

Looking ahead As we enter the third year of the TransPennine Express franchise we will continue to work with stakeholders to develop our network of services and stations, building on the transformational effect our new trains and timetables will have. By reaching out, listening, being open and accountable, we expect to improve and enhance plans being delivered, while enabling new opportunities to be realised. In addition to ongoing planned and ad hoc meetings and discussions we will have a number of key engagement opportunities during the coming year that will include: Spring 2018 launch of Interchange Fund for Community Rail Partnerships, providing over 100k of funding for projects suggested by CRPs whose routes connect with TransPennine Express services May 2018 - launch of our Transform Fund, providing over 50k of funding available for schemes valued up to 5k each Spring 2018 consultation with stakeholders over the planned timetable that will operate from May 2019 Summer 2018 stakeholder conference held in Glasgow Autumn 2018 stakeholder conferences will be held across the network, including events in Hull, Manchester, Newcastle and Sheffield. Winter 2018 our consultation process for the planned December 2019 timetable will take place Winter 2019 we will hold our annual stakeholder survey at the start of the new year, seeking feedback on performance and engagement over the previous year We look forward to working with you during 2018/19. If you would like to discuss any opportunity or issue with us, please feel free to contact us as follows: Strategic developments Louise Ebbs, Strategy Director, on louise.ebbs@firstgroup.com. Scotland, North Pennines (from and including Huddersfield east bound) and South Pennines routes: Graham Meiklejohn, Regional Development Manager, on graham.k.meiklejohn@firstgroup.com or 07595 236910. West Coast, North Pennines (from Huddersfield west bound) and Manchester Airport: Lucja Majewski, Regional Development Manager, on lucja.majewski@firstgroup.com or 07702 142568. The team Louise Ebbs, Strategy Director Graham Meiklejohn, Regional Development Manager Lucja Majewski, Regional Development Manager 19

Coming soon Spring 2018 new timetable with earlier, later and more trains at weekends Summer 2018 refurbishment of class 185 trains completed Autumn 2018 new Nova 3 trains begin to enter service between Scarborough and Liverpool and Middlesbrough and Manchester Airport Winter 2018 introduction of direct services between Liverpool and Glasgow Early 2019 new Nova 2 trains begin to enter service between Manchester Airport and Edinburgh/Glasgow Spring/Summer 2019 new Nova 1 trains begin to enter service between Newcastle and Liverpool Winter 2019 introduction of direct services between Liverpool and Edinburgh tpexpress.co.uk @TPExpressTrains 11277/0318 www.redrocketgraphicdesign.co.uk 20