How are we doing?
We make sure we’re transparent about what we're doing and what's happening on the network, now and in the future.
You can find out about our performance, customer satisfaction, engineering works, facilities and travel information here.
We work as part of an alliance with Network Rail to continually make our train services more reliable and run on time.
Our services are monitored every day, including Sundays and Bank Holidays. We publish the results online for the previous day and previous month.
ScotRail has prepared this Remedial Plan to recover Overall Passenger Satisfaction, in response to the Remedial Plan Notice issued by Transport Scotland on 8 February 2019. This includes remedial activity aligned to the Dealing With Disruption contractual KPI.
ScotRail’s train service performance challenges of 2018 and early 2019 have impacted customer trust. Due to the close relationship between train service performance and passenger satisfaction, it was anticipated these performance challenges would be reflected in the National Rail Passenger Survey result for Autumn 2018. ScotRail is clear that the customer experience at the end of 2018 was not good enough. It has created a range of remedial activities, designed to remedy the deficiencies in the service identified by customers through their survey responses.
In this Plan, ScotRail provides an explanation of the reasons for the decline in customer satisfaction, and our actions to address this.
We use regular surveys to find out how satisfied you are with our services. We publish some of the results online, and use the insights to inform how we train and develop our teams.
We're part of the National Rail Passenger Surveys (NRPS) run by Transport Focus. There are two surveys a year – allowing us to measure how we’re doing and where we can improve, at stations and on board our trains.
We publish live travel information on our homepage throughout the day, with details of any disruption across the ScotRail network. If you're travelling on one of our trains and your journey is delayed by 30 minutes or more, we'll give you compensation with Delay Repay.
Network Rail publishes information on the common causes of delays, and what is being done to reduce them.
We publish information on engineering works and timetable alterations – making it easy for you to check which services are affected, and how to plan around them.
Short-term engineering works are displayed as PDF files. Long-term engineering is shown in detail in our timetables.
Find all the essential information, including opening times and facilities at our stations.
We’re dedicated to helping disabled customers and people with reduced mobility wherever we can. It’s great to know in advance what assistance you need, but we’ll help you travel on our network whether you’ve booked in advance or not.
You can plan your journey and buy tickets online, from the ticket office at a staffed station, a ticket machine or by phone. We publish information about the different ticket options to help you decide which one is right for you.
ScotRail is committed to equality.
That’s why men and women are paid equally for doing equivalent jobs in our business. Our pay policy is agreed with the trade unions, and implemented regardless of gender.
But it’s no secret that the railway industry has historically been a very male-dominated place. We are working hard to change that, and to encourage women and men from all backgrounds to consider a career with us.
By law, all companies across the UK employing 250 or more people must publish the details of how large the pay gap is between their male and female employees.
ScotRail has published these details. You can view the report by clicking the link below.
This report shows that there is a 18.8 per cent gender pay gap at ScotRail. This means that the average salary for a female is 18.8 per cent less than for a male.
This does not mean women are paid less than men for doing the same job. Men and women are paid equally at ScotRail for doing equivalent jobs.
What it does mean is that there is an under-representation of females at ScotRail. Twenty per cent of our workforce is female. Women are particularly under-represented in our operations and engineering teams, as well as in our management grades.
This heavily influences our gender pay gap. We are working hard to change that. That’s why we are doing the following:
- Using our graduate, apprentice, and intern programmes to attract more women into our business.
- Promoting the role of women in STEM (science, technology, engineering, and mathematics) jobs, through school visits.
- Continuing to monitor pay to ensure there is no bias towards either gender during recruitment or throughout employment with ScotRail.
- Regularly reviewing our HR policies and processes to ensure that people have the opportunity to work in a way that works best for them, their career aspirations, and their home life.
Abellio ScotRail Limited - Slavery and Human Trafficking Statement
Abellio ScotRail Limited (“Abellio ScotRail”) adopts a zero-tolerance approach to slavery and human trafficking. We are committed to taking all reasonably practicable steps to ensure that slavery and human trafficking is not present in our business, supply chains or amongst third-party representatives working on our behalf.
This Slavery and Human Trafficking Statement sets out the steps taken by Abellio ScotRail in relation to financial year ended 31 December 2017 in respect of potential slavery and human trafficking risks related to our organisation and our supply chains.
We expect the same standards from all those we work with, including business partners, consultants, contractors, suppliers and third-party representatives working on our behalf. Abellio ScotRail is committed to working with its suppliers to ensure that slavery and human trafficking risks are identified and managed proactively.
We do not tolerate slavery and human trafficking and we have set out below our commitment to ensuring they have no place in our business.
Abellio ScotRail operates trains and manages train stations in Scotland. We work with key partners, such as Network Rail, which maintains and controls access to the tracks, and rolling stock companies, which own the trains that are leased to Abellio ScotRail. Abellio ScotRail operates under a Franchise Agreement awarded by Transport Scotland, which commenced on 1 April 2015. Prior to this date, the company did not trade.
Abellio ScotRail is registered in Scotland (number SC450732) and our registered office is 5th Floor, Culzean Building, 36 Renfield Street, Glasgow, G2 1LU. Abellio ScotRail is a wholly owned subsidiary undertaking of, and is controlled by, Abellio Transport Holdings Limited, a company registered in England and Wales. The ultimate parent company is NV Nederlandse Spoorwegen, a company incorporated in the Netherlands.
We employ over 5000 people and are organised into the following business units: Commercial, Operations, Engineering, Sustainability & Safety Assurance, HR, Communications.
Our supply chains
We have a supply chain of over 500 suppliers operating mainly in the UK who deliver a range of goods and services to each of our business units, including on-train catering, cleaning services, marketing, recruitment services, ticket issuing equipment, Wi-Fi provision, Smart Card infrastructure, asset repairs and maintenance and engineering servicing. We also engage a number of distributors and agents who sell tickets for our services on our behalf. Our Procurement team primarily manages our relationships with our suppliers.
Policies and steps taken in relation to slavery and human trafficking
We are committed to ensuring that there is no modern slavery or human trafficking in our supply chains or in any part of our business.
We are proud of our commitment to ethical employment practices and of the steps we have taken; and we will continue to work to improve our practices to combat slavery and human trafficking. Part of the Abellio Way is ensuring that way we conduct our business in an honest and inclusive way and with integrity. We also operate the ScotRail in the Community initiative which is about rewarding those who work with us and aiming to increase social inclusion within communities and ensuring as many people as possible benefit from our stations and the services we provide.
We are a non-discriminatory employer operating a Dignity & Respect Policy which aims to eliminate unfair discrimination, harassment, victimisation and bullying and promote equal opportunity. The Company is committed to ensuring that all individuals are treated fairly, with respect and are valued irrespective of disability, race, gender, health, social class, sexual preference, marital status, nationality, religion, employment status, age or membership or non-membership of a trade union. We ensure that employees have channels through which to express opinions or grievances.
We recognise the importance of two-way dialogue with our employees and to facilitate this we have formal mechanisms such as “Time with Your Manager” and an internal social media tool, “Yammer”, to allow colleagues to communicate with each other and ask questions. We also conduct regular briefing meetings to enable senior management to consult employees and to ascertain their views on matters likely to affect their interests.
In direct response to the risk of slavery and human trafficking, Abellio ScotRail has built on its existing compliance framework by:
- Taking external legal advice on the application of the Modern Slavery Act 2015 to our business and on our statement and overall compliance approach
- Holding discussions with our Procurement and Human Resources and Training teams and creating a checklist of steps necessary to ensure compliance
- Identifying and updating existing policies and procedures to ensure coverage of slavery and human trafficking risks and incidents, including the Abellio Group Suppliers’ Code of Conduct, Whistleblowing Policy and procurement procedures
- Communicating internally and externally our senior management team’s strong support for the aims of the Modern Slavery Act 2015 and our zero-tolerance approach to slavery and human trafficking
- Issuing the Abellio Group Suppliers’ Code of Conduct to suppliers and recruitment agencies
Due diligence processes in relation to slavery and human trafficking
When recruiting our people, whether on a permanent or temporary basis, our processes are designed to ensure we maximise the possibility of detecting any signs of slavery or human trafficking. We follow robust approaches in terms of verifying proof of identification and entitlement to work in the UK and carrying out reference checks.
As part of our zero-tolerance approach to slavery and human trafficking, Abellio ScotRail will only work with those who provide assurances on their working practices and commitment to combating modern slavery, child labour and forced labour in their own businesses and supply chains. We have in place a central register of approved suppliers, and a list of approved employment agencies which we use, and we are committed to working with our suppliers to ensure that slavery and human trafficking risks are identified and managed proactively. All of our suppliers must complete a Pre-Qualification Survey which includes coverage of employment practices.
We also maintain and comply with a suite of policies and guidance relating to procurement ethics and business conduct, including the Abellio Group Suppliers’ Code of Conduct. This applies to Abellio Group and its affiliated companies, and it describes standards relating to Abellio Group’s commitment to a better and more sustainable future, and the expectations placed on suppliers to actively support the use of values and principles within their own organisations and value chains. The Suppliers’ Code of Conduct sets out expected environmental standards, social standards (including provisions on human rights and prohibitions on modern slavery, child labour and forced labour) and business ethics standards.
The Suppliers’ Code of Conduct applies to all our suppliers, including providers of goods, infrastructure, services, support and temporary staff. Suppliers are expected to ensure that the standards of the Suppliers’ Code of Conduct are integrated into their own business operations, including product development, services, and selection of suppliers.
In the event of a supplier breaching the Suppliers’ Code of Conduct, we will take appropriate measures, which may include termination of business contracts and relationships, imposition of sanctions, taking legal action and / or notification to the regulatory authorities.
To ensure a high level of understanding of the risks of slavery and human trafficking in our supply chains and our business, we will incorporate modern slavery modules into our core training for operational staff or induction programme.
Our effectiveness in combating slavery and human trafficking
We will use the following key performance indicators (KPIs) to measure how effective we have been to ensure that slavery and human trafficking is not taking place in any part of our business or supply chains:
- Engagement of suppliers with the Abellio Group Suppliers’ Code of Conduct
- Any and all incidents, suspicions or complaints of slavery and human trafficking reported to Abellio ScotRail’s ER manager, whether under our Whistleblowing Policy or otherwise, are investigated within 24 hours
- Appropriate corrective action taken following non-compliances found during audits
We will monitor the effectiveness of our compliance programme on an ongoing basis and take necessary steps to address any instances of modern slavery and human trafficking. We will publish an updated Slavery and Human Trafficking Statement in respect of each financial year. Any queries in relation to this Slavery and Human Trafficking Statement should be addressed to [email protected].
This Statement is made pursuant to section 54(1) of the Modern Slavery Act 2015 and constitutes Abellio ScotRail’s Slavery and Human Trafficking Statement in relation to financial year ended 31 December 2017. This Statement was approved by the Board of Directors of Abellio ScotRail on 7 February 2019.
Abellio ScotRail Limited
28 February 2019