Our previous Meet the Manager sessions
On 28th April we were at Wimbledon where we met more customers than ever before, both at our stand and through online appointments! It was great to meet and chat with so many of you about important topics that matter.
A huge Thank you to everyone who stopped by- we appreciate your time, feedback, and ideas. Stay tuned for our next Pop up.
Back in 2023 we ran a Meet the Manager session on 18 October at Clapham Junction. This was our second hybrid event offering in-person and online meetings. We had South Western Railway managers there, as well as managers from Southern, and Network Rail. Thank you to everyone who came.
On 18 July 2023 we held our first hybrid Meet the Manager session at Basingstoke station. A wide range of questions and topics about travelling with South Western Railway was covered by the drop-in conversations and online meetings. Thank you to all our customers who came to say hello.
Wimbledon’s Frequently Asked Questions
We understand that not all our customers are able to attend out in-person events. To ensure you don't miss out on valuable information, we've compiled a list of the most frequently asked questions from our recent event - along with our responses below:
1. Will the Toilets at Wimbledon be refurbished?
Yes, we are planning to refurbish the toilets at Wimbledon this year. We do not have a start date but can confirm the project will be completed by March 2026.
2. Overcrowding at stations
To help address the issue of overcrowding, SWR is currently in the process of introducing a new fleet of suburban trains which will being around 50% additional on-train capacity compared to the vast majority of trains which currently call at Earlsfield. Please find below a couple of links to give more information on the fleet and the current rollout.
Arterio trains
Statement on Arterio fleet rollout
3. Can we please have an update on Arterio?
We are sorry that the Arterio rollout is taking longer than previously expected.
As has been well documented, as well as introducing a new set of trains, SWR is introducing a new method of work with our drivers responsible for opening and closing the doors (DODC operations). In order to do so, the drivers rely on effective CCTV cameras and in-cab displays down the full length of the 10-car train to make the judgement it is safe to depart.
Many of the 98 stations the Arterio will serve were built more than 150 years ago and we have a challenge interfacing the train to some of our older platforms, given their design. We have been undertaking works and extensive testing at our stations under all lighting conditions to ensure there is a detectable image for drivers to be able to release the train.
While we complete those works at our stations, we’ve taken the decision to re-phase our training programme in order to bring as many Arterios into customer service as quickly as possible. This means we will now begin training our Drivers and Guards to operate the trains with the Driver opening the doors and the Guards closing them (DOGC operations), which will enable us to operate on new routes sooner. SWR remains committed to returning to full DODC operations at the earliest viable opportunity.
With the shorter training programme set to begin in the coming weeks, the approach will enable an accelerated programme of introduction, with more Arterios to enter service as we approach the summer. We will share further details in due course.
While the further delay has been frustrating, we now have a way forward that will see increasing numbers of customers enjoying increased capacity and comfort of the Arterios through the rest of 2025 and beyond.
4. Not enough trains stopping at Earlsfield
There are times in the morning peak where levels of crowding mean it is not always possible for customers to board the first train towards Waterloo which calls there. All services which run through the London-bound platform call there at peak times.
At off-peak times there are some services which don’t call at Earlsfield to help maintain an on-time service on our suburban routes when customer demand is lower. Earlsfield is still served by 12 trains per hour in each direction.
5. Despite the return to work in the post Covid era the fast-running service has not been introduced. This has created severe over-crowding on the regular service.
The solution outlined is primarily dependent on the Arterio Programme moving forward for the Suburban Area services, including driver training and some remaining technical challenges. We are looking at the timetable, and where possible, expanding the services offered. More information can be found on our dedicated Arterio page here.
6. How to apply to work for SWR?
If you’re looking for a company that will value you and provide a progressive, flexible workplace then we’re an employer to consider. South Western Railway offers a working environment that rewards staff for the enormous contribution they make.
To contact our recruitment and selection team:
- Write to: Recruitment & Selection, South Western Railway, Floor 3, Overline House, Southampton SO15 1AL
- Email: recruitment@swrailway.com
7. Capacity / short-forms / driver availability
As we introduce the Arterio fleet into service, we are experiencing occasional challenges with both train and driver availability on our network. While we have sufficient of both to run the planned service, we don’t have significant numbers of spares to provide resilience when we have high levels of sickness and unplanned absence or faults on our trains.
This can lead to some short notice changes to services and crowding on some morning peak suburban services on Tuesday, Wednesday and Thursdays.
We are doing everything we can to reduce the impact including:
- Increasing our engineering capacity to be able to keep more of our existing fleet in service every day
- Moving carriages from quieter services across our network to strengthen our busiest services
- Changing calling patterns and timetables to best meet demand
- Reintroducing our refurbished 458 trains onto suburban routes to strengthen capacity
- Exploring options to speed up the introduction of our Arterio fleet
Customers are advised to check our “How busy is my train tool” to find quieter times to travel if they can.
We’re hosting another Meet the Manager- your chance to chat directly with our senior managers, share your thoughts, and help shape the future of our services. Whether it’s what we’re doing great or where we can improve, we want to hear from you!