TransPennine Express - Together February 2018

together NOVA TAKING THE NORTH FURTHER

ISSUE THREE FEBRUARY 2018

The magazine for everyone at TransPennine Express

POWERING AHEAD

LIGHTING UP THE NORTH Introducing the name of our brand new fleet

WIN!

A GoXtreme Action Camera SPEAKING UP

CONVERSATION MATTERS Small talk saves lives

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TRANSPENNINE EXPRESS

WELCOME

A PAGE TURNER

Jo Ronson has taken up the reins as guest editor, as we kick off a new year of Together.

“Hello and welcome to Together magazine – the first of 2018! As guest editor, I’ve cherry-picked some of my favourite stories for you…

“For me, the Samaritans spread (p4-5) is the best and most important article in this edition. It’s a huge issue, especially at this time of year, and on the railway. It’s good to talk about those facts, and for all of us to be equipped to help people as best we can.

“I have so much respect for people who give up their time for free, so the volunteering spread (p12-13) is an inspirational read. The colleagues featured on there deserve a lot of credit for what they do. I hope this story encourages more people to consider volunteering.

“I’m a people person first, train person second, but I’ve enjoyed reading about our new fleets in this edition. Pages 8 and 9 have made me excited to see them in action soon.

“I loved reading about Middlesbrough as well.

I’ve worked for TPE for four years, but never left the station at Middlesbrough and actually visited the town. Thanks to Mike’s suggestions, I’m thinking about using our free travel and taking a trip!”

JO RONSON, ON BOARD SERVICE MANAGER, YORK

LATEST NEWS

New servicing depot set for Scarborough

T

ransPennine is investing £7m in a new train servicing depot in Scarborough.

The facility, due to open in the summer, will provide light maintenance services on the route between Scarborough and Liverpool Lime Street.

Nick Sworowski, TPE Depots and Infrastructure Project Manager, says: “Scarborough provides a geographically strategic site for essential maintenance work. This is a long-term investment in the town and we are pleased to be bringing jobs to the area.”

Learn online with The new TPE online learning system, eHub, is now up and running.

This secure, online system will enable you to view your current course bookings and development history at TPE, view all available courses at your convenience, book online, and share your development ideas and experiences. We will also be introducing e-learning modules in 2018.

If you have a FirstGroup

email address, you will have received a link to the site, login and password details from L&D.Admin@firstgroup.com.

For those who do not have a FirstGroup email address, login details can be requested by providing a personal email address.

The system is extremely user-friendly, but if you have any queries, email the L&D Administration Team or call 01484 534 696.

WHAT’S INSIDE

Small talk

Helping you save lives

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Timetable changes

North East gateway

To serve our customers

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The magic of Middlesbrough

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Full steam ahead

Giving back to the community Together is written, designed and produced by Words&Pictures Ltd t:01943 854800 www.wordsandpics.co.uk

TAKING THE NORTH FURTHER

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NEW TECHNOLOGY

Informing our customers Clear, accurate, informative – introducing our new CIS screens.

J

oseph Smith, Customer Information Manager, explains why our new and improved Customer Information System (CIS) is great for both colleagues and our customers.

Time for a change: Mock-ups of new CIS screens are trialled at Huddersfield station

“We’re installing market-leading technology, improving accuracy and reliability, and eliminating problems, such as all screens going offline at once.

“Now, our CIS will not only tell customers when trains are due, they’ll help people find their seat, stand in the right place on the platform and receive better quality information, such as the reason behind a delay. Using white LED lights, instead of yellow, will also make our screens much easier to read, and where light conditions allow, we’ll have colour screens too, branded as TPE. “During spring, all 19 railway stations will have new software, PA system and screens, and at Hull, Huddersfield, Middlesbrough and Manchester Airport, we’re also installing new mainboards.”

Safety at FirstGroup

Think safe, act safe, be safe – that’s the motto of FirstGroup, and we’re rolling out their Be Safe Leadership training initiative at TransPennine.

A

ll executives, managers, supervisors and Health & Safety reps will be taking part in the two-day Be Safe Leadership training course – helping them to keep our brilliant approach to safety alive in an evolution of the injury prevention process.

When it comes to being dedicated to safety, TPE is looking for sustained improvement – working towards the aim of zero harm.

Through this training, all leaders in the business are being equipped with ways to praise and engage colleagues who are championing safety in their daily role. To lead the way in safety, ten coaches have also been trained who will support colleagues in their areas.

To book your place, ask your line manager, or look out for information on the L&D eHub platform.

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TRANSPENNINE EXPRESS

How to save a life INTERVENTION SUPPORT

Suicide on the railway can be prevented – with as much as a simple ‘hello’.

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here were over 1,500 life-saving interventions on the rail network last year.

The Samaritans' Small Talk Saves Lives campaign has been created to give people in the rail industry and beyond the confidence to help prevent suicide on the railways. By striking up a conversation with someone, even saying something as simple as “good morning”, you could interrupt their thinking and start them on the road to recovery.

We have Samaritans’ signs across our stations, placed near the end of platforms where they can break a person’s chain of thought at a critical time. Colleagues at our high-risk stations, Dewsbury and Northallerton, are sent to Samaritans’ Managing Suicidal Contacts training as well. At Northallerton, we’ve also installed a camera that recognises suicidal behaviour.

“We’ve seen some fantastic examples of intervention across the TPE network, and I want all colleagues to have the confidence to speak up.”

Watch for warning signs: A person standing alone and isolated A person looking distant or withdrawn Someone staying on the platform a long time without boarding a train Someone displaying something out of the ordinary in their behaviour or appearance

SMALL TALK

SAVES LIVES

DAVE MULHALL, HEAD OF SAFETY & SECURITY

Taking action “I was on platform duty – talking to passengers, checking fares,” explains Michael Ryan, Revenue Protection Officer, based at Huddersfield. “It was late afternoon, nearing rush hour,

when a man on the platform caught my eye.

“I had a gut feeling about him. He hadn’t boarded either of the two trains to the two possible destinations from the platform, and it didn’t seem like he was waiting for someone.

“So I decided to strike up a conversation with him, and said something about his trainers. He immediately told me he was there to jump in front of a train. I leapt into

action, telling the station manager, who contacted the BTP, and took him to a safe place – the first-class lounge. We just kept talking – about friends, family, how he was feeling, and he told me he’d tried to commit suicide once before at Doncaster.

“I saw him again about six months later, looking happier and healthier, and on his way to the airport for a holiday. I’m happy I had a part to play in getting him to that place.”

TAKING THE NORTH FURTHER

Ask the question “I’ve been at Dewsbury for ten years,” says Laura Dittrich, Station Supervisor.

“We’re a high-risk station for suicides, so sadly I’ve had many experiences over the years.

It’s a great team though and we support one another. The Samaritans provide great training and support as well.

“When it comes to making interventions, it really is all about conversations. If you spot a vulnerable person, someone hanging around for a long time, or moving to certain areas of the station, just crack up a conversation with them.

I once had someone come up to the booking office window and tell me what would happen to him if he jumped in front of a train. I just invited him in and kept him chatting until the police arrived. Once you’re engaged, it’s important to move them away from dangerous areas.

“The key is open questions – keep them talking, rather than responding with yes or no. It can be daunting approaching someone if you suspect they’re thinking about suicide, but at the end of the day, that intervention could be life-saving.”

“

Good Samaritan: Laura Dittrich, Station Supervisor, Dewsbury

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TRANSPENNINE EXPRESS

MORE PLACES, FASTER

En route to change

To take the North further, we’re expanding our timetable offering. William Murchison, Head of Train Planning, explains more:

“From the May 2018 timetable change, we’ll be providing more and faster trains. Despite challenges posed by major engineering work on the

Farnworth corridor, we’re still on track to take advantage of new and upgraded infrastructure such as the Ordsall Chord, Chat Moss track quadrupling and the station improvements at Manchester Victoria.

“The new timetable is a culmination of much hard work by my team, and wide-ranging consultation. We will be l ELECTRIC

welcoming many stations to the TPE network, including Newton-le-Willows and Lea Green. However, we will be sorry to say goodbye to some others including stations on the Warrington Central line. We've worked hard to make the right decisions that impact positively on our customer base and attract new passengers.”

READY

Once electrification is complete, we will reroute the Manchester Airport to Glasgow/Edinburgh trains on to the shorter, faster route via Farnworth. In preparation for electrification, we will cease to serve Wigan North Western.

l MAJOR

CHANGES

The TransPennine Main Line has the most radical changes.

Trains between Liverpool and Scarborough will be rerouted, which will speed them up and provide half-hourly fast trains between Liverpool and Manchester Victoria.

With the introduction of the Ordsall Chord, trains between Manchester Airport and Middlesbrough/Newcastle will be diverted to serve Manchester Oxford Road and Manchester Victoria, in addition to Manchester Piccadilly.

This will reduce congestion at Manchester Piccadilly.

There will be more TPE trains at Newcastle with two trains per hour all day, one to Liverpool and one to Manchester Airport.

l SPEEDING

STOPS

TPE will start serving all the intermediate stations on the TransPennine Main Line between Stalybridge and Leeds.

These stations will be served by a new Manchester Piccadilly to Leeds train. The Manchester Piccadilly to Hull train will also pick up some extra stops. These trains will be operated using Class 185s.

UP

The timetable gives four fast trains per hour between Manchester Victoria and York including a Liverpool to Scarborough, a Liverpool to Newcastle, a Manchester Airport to Newcastle and a Manchester Airport to Middlesbrough.

WIN!

l EXTRA

For more information, and a full rundown on the changes, keep your eye on The Loop and Together Weekly.

COMPETITION

Snap the action

Fancy filming your adventures? Whether you’re on the ground, in the air, under water (up to 45m depth!) or even on one of our trains – the GoXtreme 2.7k Endurance Action Camera can do just that.

We’re giving one of these action cameras away to one lucky colleague. All you need to do is answer this question correctly:

Q. How many life-saving interventions took place on the rail network last year?

A. 500 B. 1,000 C. 1,500 Simply email your answer to TPEcommunications@firstgroup.com with the subject line ‘Competition’, for your chance to win.

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“Although a city, Manchester TAKING THEthat NORTH FURTHER has 'town' feeling as everything is so accessible on foot, train or tram. I enjoy taking photos of the architecture and older buildings that stand proud next to the newer city developments.”

GRANT HING, DIGITAL AMBASSADOR, MANCHESTER

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“The people of Glasgow make this city wonderful.

It bursts with character, everyone is welcomed like a long-lost relative and the humour is like no other.”

e’ve been discovering the reasons you’re proud to live and work in our region with the Our Part of the World competition – as well as giving you the chance to win a weekend away. Eighty-one responses later, we have our five winners…

LAUREN GILLIES, CONDUCTOR, GLASGOW

Here’s who they are and what they had to say about the places close to their hearts…

“My son has autism and goes through phases, one of which was a desire to visit every castle in the North of England, followed by all the abbeys. It was a massive opportunity to learn about the fascinating and, frankly, often bloody history of the North.”

MARK LLOYD, REVENUE PROTECTION OFFICER, NEWCASTLE

“The friendliness of Hull people is what I noticed when I first moved up here in 2002.

Where else will you get the cashier at Asda discussing your food shopping for a week and swapping recipes while you pay.”

RUTH JACKSON GARBE, CONDUCTOR, HULL

“Huddersfield has come on leaps and bounds over the years. There are almost always local events celebrating history and traditions.”

CLAIRE CRAVEN, CUSTOMER INFORMATION CONTROLLER, HUDDERSFIELD

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TRANSPENNINE EXPRESS

Our no NOVA 2

TYPE: CAF Class 397 Civity SEATS: 286 ETA: Early 2019

NOVA 3, 2, Why Nova?

NOVA 3

TYPE: CAF Mark 5a coaches SEATS: 287 ETA: Summer 2018

We asked colleagues and stakeholders to send us their ideas for naming our new fleet.

We received some great suggestions that inspired the name ‘Nova’.

‘Nova’ represents our new brand and vision for the future perfectly.

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northern stars Introducing…our Nova fleet NEW ARRIVALS

It’s time to showcase the explosion of energy that will help to power the North.

Later this year, we’ll see the arrival of the first of our three new fleets of trains – the CAF

Mark 5a coaches. As we start the countdown to the launch, we can now reveal the name for our three new fleets…they’ll be known as the Nova fleet!

NOVA 1

TYPE: Hitachi Class 802 bi-modes SEATS: 342 ETA: Summer 2019

1…LIGHTING UP THE NORTH Nova means

An astronomical event

An explosion of light

A star showing a sudden, large increase in brightness

The name for a new beginning

This theme complements our star logo, which points in the direction of the true North.

Using the name ‘Nova’ links all three fleets together, providing consistency and simplicity. The word represents what we are trying to achieve over the next few years, embodying fastpaced energy and change as we take the North further together.

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TRANSPENNINE EXPRESS

Keeping up w NEW TRAINS

With 2018 here, our new trains are ever Production line: The modified Class 68 is connected to the first MK 5a rake in Beasain during testing

Did you know?

Insight: TPE conductors and station council reps on their recent visit to the CAF factory

Special delivery: The DT vehicle arrives in Beasain from Irun

The CAF Mark 5 coaches will provide an extra 106 seats compared to a Class 185 train

THE TRAINS IN SPAIN

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obin Davis, Head of New Trains, has been out and about during the last year as our new-build trains have gone from artwork to reality. Here, he outlines the progress of the CAF fleets in Spain.

“Over the last year, I’ve been to Spain many times, checking in on the two CAF fleets, and to Japan for our Hitachi fleet. It’s always exciting to see any progress as my team and I spend a lot of time talking about the new trains to colleagues here in the UK! “The first CAF MK 5a coaches (known as Nova 3) are now in the type testing stage.

This static testing is done on the first completed version, to ensure the different components and systems all work together.

Following this, in February, the trains are being taken to the Czech Republic for dynamic testing: a proper test drive of the

connected carriages and locomotive before finishing their testing in the UK this summer.

“Meanwhile, the first CAF CI 397s (known as Nova 2) are in the build stage, before being tested in Spain, the Czech Republic and, possibly, another European country before more testing in the UK in the autumn.

Colleague Representatives visited the factory in Spain this January to see the trains, so they can see what they will be operating when they go into service.

“The first CAF MK 5a carriages will be in the UK by the spring, where they’ll then be tested at our depots and stations. All these coaches will be in passenger service by the end of the year, with the CAF CI 397s following in spring 2019, and the Hitachi Cl 802s in summer 2019.”

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with the fleet ON TRACK

closer to going live on our network…

PROVIDING FOR OUR CUSTOMERS

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erry Sas, Projects Director at Hitachi Rail Europe, updates Together with the latest happenings at Hitachi…

“Our work delivering new trains for TransPennine Express passengers is stepping up a gear.

“Hitachi is building 19 new intercity trains (Class 802 known as Nova 1) to enter passenger service in 2019, connecting major cities such as Manchester, Liverpool, Leeds, York, Newcastle and Edinburgh.

“The fleet will transform intercity

journeys for millions of passengers across northern England and Scotland. The Class 802 intercity trains are designed with longer carriages and efficient use of space to substantially increase capacity along this popular route. Compared to the existing trains serving the route, our intercity trains have 161 additional seats, more legroom and larger overhead luggage racks.

“I think passengers will really notice the difference when these new trains arrive. For a start, they definitely look different! We use our Japanese bullettrain technology to make these trains aerodynamic and light, giving them a

140

mph

top speed in electric

sleek shape, which allows faster acceleration rates. Passengers will also appreciate the smooth ride and quietness of modern engines. By using hybrid technology, the trains will be able to use overhead electric lines wherever possible, being able to switch between electric and diesel mode seamlessly, mid-journey, at the touch of a button. In terms of speed, the Class 802 is capable of 140mph in electric and 125mph in diesel.

“Production work on the fleet has already started. Our factory in Japan is currently building two test trains, which will start being put through their paces in the UK next summer.”

161

more seats per train

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new intercity trains

In progress: Production w or has begun on k two test train s in Japan, which will arrive in the UK this year

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TRANSPENNINE EXPRESS

CHARITY CHAMPIONS

TEAM EFFORT

Our TransPennine: Our Transformation

We’ve created a one-day event guiding colleagues towards the service that will make our customers choose to use us. Rich Holliday, L&D Manager, explains.

Our TransPennine, Our Transformation has been designed to bring our customer proposition to life for all colleagues. We held focus groups to find out what people feel they need awareness of, and what will help them do their job. The day consists of activities, discussion and inspiring examples of our brand spirit in action; and every colleague will be taking part.

“It comes down to being visible, proactive and helpful, not just for our customers, but for each other as well, plus consistency too. There have been a lot of changes in a short period of time lately – and this event is about celebrating the North, our colleagues, and how we can all contribute to delivering fantastic customer service.”

Time to give More and more TPE colleagues are giving up their time to volunteer for organisations across our network.

H

ere at TPE, we can also help you support some of the great charities in our part of the world by:

l Using our social media channels to

promote some great causes l Match funding – FirstGroup can match any

money raised for charity (up to £200) l Train tickets – for raffle/fundraising prizes l Colleague time – managers and support

colleagues can use one working day per year to volunteer at a local charity or initiative Email TPE.community@firstgroup.com with any questions, and to find out more.

BE VISIBLE

This isn’t just about showing up for work or being spotted out and about, it’s about being a friendly, reassuring and empathetic presence for our customers and for each other.

BE PROACTIVE

To deliver truly outstanding customer service, we need to be one step ahead of what our customers want, need and expect. Not only will this keep them happy, but will turn them into our advocates.

BE HELPFUL

Being helpful means doing everything we can to ensure the customer enjoys a memorable experience and make sure they come back to us time and time again.

WHAT WE’RE DOING TO SUPPORT LOCAL CHARITIES Make the Grade – helping young people into employment Cash for Kids – collecting and sorting toys for underprivileged children at Christmas Hamper packing – packing food hampers for families in poverty in Leeds Supported journeys – helping customers with dementia become familiar with the railway

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Powered by steam J on Robertson is a Senior Driving Instructor based at York, and a driver on the North Yorkshire Moors Railway (NYMR).

“Growing up in Pickering where the NYMR southbound service to Whitby starts, the railway is in my blood. When I was 13, I started doing odd jobs, before starting signalling, then becoming a fireman and shovelling the coal on board – and eventually driving. There’s nothing like a day out on a steam train in the sunshine.

“I enjoy giving back to the community I grew up in. I’ve had older men come up to me and shake my hand, and young kids look at me in awe – it’s a fantastic experience.”

Gary Harper: First Responder

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heffield-based Driver Development Manager Gary Harper volunteers as a Community First Responder for East Midlands Ambulance Service, and has clocked 3,000 hours of response over three years.

“It’s an incredibly fulfilling

thing to do,” says Gary. "There are sad times, but people are so thankful – it makes it worth it.

“As well as basic training, I’m trained in life support, using a defibrillator and treating cardiac arrest, trauma and breathing problems.

“We’re a self-funded group,

we buy all our own equipment and fundraise for it. We have a good presence in the local community, raising awareness and training others.”

To donate to the group, simply contact Gary at gary.harper@firstgroup.com or find Mansfield Community First Responders on Facebook.

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TRANSPENNINE EXPRESS

Our next charity chapter As FirstGroup approaches the end of its successful partnership with Prostate Cancer UK, we look forward to working with our new UK Charity of Choice, Action for Children.

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rom a total of 110 nominated charities, and a shortlist of four, you voted for Action for Children as your charity of choice, as FirstGroup’s partnership with Prostate Cancer UK comes to an end in March 2018.

Hundreds of colleagues were given the opportunity to nominate our new UK Charity of Choice, worth around £1m over three years, including corporate donations, employee fundraising and gift-in-kind advertising.

Action for Children offers more than 600 services across the UK – all supported by evidence-based programmes. Activities include organising short breaks for disabled children to supporting teenage mothers in vulnerable situations and helping young people in care to build happy, healthy, independent futures.

CELEBRATING A SUCCESSFUL THREE YEARS WITH PROSTATE CANCER UK

If you have any questions or suggestions about anything digital, contact the Digital Ambassadors at TPEretailsupport@firstgroup.com

SOCIAL MEDIA SHOUT-OUTS

£1.3m

£81,000

3 years

1 million

Corporate donations and gift-in-kind advertising (to Nov 2017)

Fundraising events (bake sales, half marathons etc) and Payroll Giving

Exceeded £1m target (with four months to go)

‘Know your prostate’ pocket guides distributed

Starring: Brian Stott

Starring: Mark McCarrick

@TPExpressTrains the conductor on the 10:15 Piccadilly to Edinburgh is literally the best person in the entire world!

@TPEassist Sitting on the 10:00 from Manchester Airport to Edinburgh. Despite a few delays and missing coaches, the staff have been great. The conductor in particular, Mark, has been cheerful, friendly and funny throughout.

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TEN-POINT PLAN

Sustainability on the railway Sustainability means striking a healthy balance between the needs of the environment, society and the economy.

Everyone at TPE can contribute by putting customers at the heart of what we do, being environmentally aware, and making the railway a place people want to work, and choose to use.

The ten Rail Sustainable Development Principles inspire the TPE Sustainable Development Plan:

FirstGroup has always had a Charity of Choice. It’s great to have the voting process, and means that everyone is involved and has their say. It also brings all our companies together as a team, enabling us to achieve even more.

We’re over the moon to be working with Action for Children, and they’re happy to be working with us too! We’ll also be looking to recruit more Charity Ambassadors, to help spread the word and raise a lot of money. As a company, we have the power to make a big difference. Over the next few months, we’ll be planning ahead and kicking off the partnership officially on 1 April. It’s an exciting time.

KATE BROOME, GROUP DIRECTOR OF CORPORATE RESPONSIBILITY, FIRSTGROUP

Starring: Jonathan Burn

@TPExpressTrains Big shout-out to the guard on the 1st Jan on the 12:38 Hull to Manchester Pic, who upgraded me and my party to 1st class when he found out it was my 40th bday and I’d just got engaged…he made my day.

1

Customer driven – welcoming feedback,

2

Putting rail in reach of people –

3

Providing an end-to-end journey

4

Being an employer of choice –

5

Reducing our environmental impact – targeting zero waste to landfill,

working with the BTP and providing customer experience training.

affordable, inclusive railway through discounts, training and improved accessibility.

through integrated ticketing schemes, station travel plans, and cycle signage and storage.

offering graduate and apprentice roles, establishing a diversity council and paying the living wage.

decreasing water use, and using efficient management systems.

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Carbon smart – achieve long-term

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Having a positive social impact –

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Supporting the economy – assessing

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Optimising the railway – through links

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Being transparent – reporting publicly on

reductions in carbon emissions through lights, heating, fraction, DAS and installing solar panels.

investing in local communities, promoting volunteering and taking suicide prevention measures.

the supply chain, supporting SMEs and creating station pop-ups.

with academia, capacity improvements and improving weather resilience.

our environmental performance and producing regular stakeholder and customer reports.

ON THE MAP

Make it to Middlesbrough Group Station Manager North East Mike Drewery was born in Middlesbrough. He explains why there is more to offer than meets the eye...

“We have ten colleagues at Middlesbrough station – four team leaders and six working in customer service. They’re a close-knit team who look out for each other.

Beauty spots: Roseberry Topping, North York Moors and Aklam Hall (below)

WINNING INGREDIENTS

“The food and drink scene is on the up too. There are plenty of independent restaurants and bars, especially around the uni. From Greek to Indian, any cuisine you fancy is catered for within a ten-minute walk, and there are plenty of spots to enjoy a pint as well.”

Historical records: Middlesbrough Institute of Modern Art

THRIVING ARTS SCENE

PASTURES NEW

“Middlesbrough is proud to be seen as an industrial town, but it’s so much more than that as well.

Not only is Middlesbrough very well connected, you’re also never more than ten minutes away from green, open spaces, like Stewart Park, Aklam Hall or the North York Moors National Park.”

“There’s an emerging artistic community in Middlesbrough, and Baker and Bedford Street are at the very centre.

Rows of old terraced houses have been turned into spaces for independent sellers – bakers, brewers, crafters – you name it. There’s also the Middlesbrough Institute of Modern Art that runs partnerships with Teesside University, and the Dorman Museum, documenting Middlesbrough’s 100-year history – from a few farmhouses to a town built on steel – and its reinventions since.”