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Station Travel Plan for London Victoria

AREA/ROUTE: Sussex

ISSUE NUMBER: 1

DATE ISSUED: March 2013

AUTHORISED BY: David Chewter

DUE FOR REVIEW ON: September 2013

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1. Foreword from Network Rail

“Millions of people use the nation’s railway stations every day. Their effective integration with local communities and other modes of transport improves the passenger’s journey as well as supporting the economic, social and environmental benefits of rail.

Working with local partners and communities we want to increase the travel choices available to passengers and continue to build a sustainable railway.

The plan described here represents the outcome of discussions with our local stakeholders. It sets out the changes we collectively want to make to improve the station as an interchange and ultimately enhance the end-to-end journey experience for passengers.

We look forward to working with our stakeholders to deliver real change.”

Robin Gisby Managing Director, Network Operations 2. Introduction

2.1. The Station Travel Plan Programme Network Rail is committed to improving the customer experience at managed stations, including the options for onward travel and integration with other modes of public transport and walking and cycling. The DfT’s Delivering a Sustainable Railway White Paper (2007) demonstrates support for introducing travel plans to stations, and this Station Travel Plan contains several objectives and actions that will help achieve the Network Rail objective.

2.2. Network Rail Objective and aims

Network Rail has produced an overarching objective statement and several aims for the Station Travel Plan programme. Objective: “To work with stakeholders to improve the transport options to and from our Managed Stations to support increased sustainability and satisfaction of our stations and the rail network” Aims: • Improve the transport options for all passengers using Network Rail managed stations • Improve the sustainability of Network Rail managed stations • Improve passenger and customer satisfaction levels for Network Rail managed stations • Increased revenue and value for money through improvements in the station environment • Provide a common voice for communication of the station travel plan objectives to station users

The objectives and actions produced for this Station Travel Plan will help Network Rail achieve these aims and objectives.

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3. Local Policy

London’s transport infrastructure is one of the oldest and biggest in the world, with parts of the infrastructure dating back to the 1860’s. Over the past decade there have been significant levels of investment, led by the Mayors Transport Plan (MTP) into public transport to make it more accessible and expand capacity for the growing passenger flows. The mayor’s transportation strategy proposes creating a more accessible transport system with a ‘whole journey approach’ and seeks to improve all dimensions of journeys including information, enhanced customer services and better interchange. The number of Rail and Tube stations with step-free access will also be increased. Tailored information is another aspect which is being promoted within the transport sector. Better information will enable all passengers to plan their journeys across London and remove barriers to travel for those who experience mobility, hearing, learning or visual impairment. Improving assistance by making staff more available and improving their training will ensure that the access needs of older passengers and disabled people are understood by all frontline staff. Targeting transport investment to support regeneration – prioritising measures in London’s most deprived areas as well as areas of growth will maximise the benefits of regeneration and provide new links to places.

3.1. Local Documents

http://www.london.gov.uk/sites/default/files/MTS_Executive_Summary.pdf

There have been various documents published regarding transportation in and around London; in addition there have also been more specific strategies for Westminster and Victoria. The most relevant documents being:

• Mayor’s Transport Strategy (May 2010) • Westminster Local Implementation Plan (December 2011) • The Victoria Area Planning Brief (July 2011)

The Mayor’s Transportation Strategy (MTS) outlines the mayor’s vision for London over the next 20 years. It is a strategy for London as a whole, how Transport for London (TfL) and other parties including the London Boroughs and Network Rail work in partnership to achieve the overall vision for the city of London.

The Local Implementation Plan for Westminster (LIP), a more tailored document addressing Westminster specifically. It identifies how the Council will build on past successes and continuously develop exemplary schemes that work towards achieving what has been set out in the mayor’s strategic plan for London as a whole (MTS).

Victoria Area planning brief 2011 is a local document produced to set out the council’s vision for the local area. Within the document it sets out the transportation strategy and mechanisms that Westminster councils will use to achieve its overall aims.

3.2. Document Review Mayors vision set out in MTS:

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London’s transport system should excel among those of world cities, providing access to opportunities for all its people and enterprises, achieving the highest environmental standards and leading the world in its approach to tackling urban transport challenges of the 21st century.’

The MTS outlines six goals based on the overall vision for the capital: 1. Support economic development and population growth 2. Enhance the quality of life for all Londoners 3. Improve the safety and security of all Londoners 4. Improve transport opportunities for all Londoners 5. Reduce transport’s contribution to climate change and improve its resilience 6. Support delivery of the London 2012 Olympic and Paralympic Games and its Legacy Broadly the strategy seeks to improve transport capacity and quality in order for London to remain a prominent city in the new world economic structure over the next 20 years. At the same time, the mayor actively promotes healthier alternatives, including walking and cycling as they are more environmentally sustainable.

Objectives from Local Implementation Plan: • Reduce the expected wait time (EWT) for buses in Westminster from 1.2 minutes in

2009/10 to 1.1minute by 2013/14; however the key concern to be managed is redevelopment work in Victoria and the impact to bus stop facilities in the area.

• Reduce the number of road traffic deaths and serious injuries from 284 (2006-08) to

171 (2018-20). The council will need to resource this through engineering, enforcement and educational interventions. This requires liaising with the contractors to ensure that roads are safe; communication with law enforcement departments to act prevent road users acting irresponsibly. Educational interventions giving lessons on road safety; this would involve cycling and lorry awareness lessons within the local community.

• Increase the proportion of trips made by walking. Westminster is currently 5th in the

ranking in comparison to other boroughs. To encourage more walking, £500,000 of LIP funding has been spent to expand the Legible London way finding scheme.

• Increase the proportion of trips made by cycling. Cycling currently accounts for 2.8%

of all trips in Westminster, TfL’s guidance of 5% is the objective set to be achieved by all London Boroughs by 2026.

• Reduce CO2 emission by 60% by 2025 (from a 1990 base) across transport, hosing

and industry. Within transport measures to achieve this will include investing in more environmental bus fleets, encouraging environmental friendly cars and use of car clubs, implement more electric vehicle charging points.

• Improve accessibility and reduce DDA complaints about non compliant bus stops.

Currently less than 50% of bus stops in Westminster area are DDA compliant. In line with the MTS of making London’s transport more accessible for all Westminster will aim to have over 60% of bus stops compliant by 2013/14.

3.3. Planned Schemes The goals and objectives can be achieved through a variety of policy changes and investment. Some of the main priorities, which are in line with the six goals from the MTS are:

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• Transforming the tube- many of the tube lines suffer from over crowding during the peaks hours in particular. TfL has been investing in improving trains, platforms and stations to improve capacity, quality and frequency. The delivery of major projects such as Crossrail and Victoria Station Upgrade give rise to a number of issues, such as managing the impact of construction activities in terms of disruption and health and safety, and ensuring that the public realm around stations can cope with onward travel movements at street level.

• Enhancing Rail- investment in existing and new routes including Cross rail project.

• The Cycling Revolution- encouraging more people to cycle as part of their daily commute or for leisure purposes. This has been implemented through various schemes including Barclay cycle hire scheme, cycle superhighways, cycle parking, and provision of cycling instructors. Westminster has the largest number of docking stations out of all the authorities currently involved in the scheme, which operates across Zone 1 of central London. This allows anyone who is signed up to the scheme access to a bicycle in this area at relatively low cost.

• Making walking count- promoting walking through key walking routes and consistent way finding (such as Legible London). In addition to this new developments within London will be planned in a way that increases the attractiveness of walking and cycling.

• Improving London Buses- improving the frequency of services, increased security through CCTV, and better information/timetable boards.

• Better Information- This allows customers to be able to make informed decisions, plan routes and look at alternative modes of transport. Online resources including TfL and National Rails journey planner in addition to apps for smart phone/tablets make it more accessible for customers to obtain up to date travel information. Victoria Station Upgrade Victoria Underground is undergoing major upgrade works, under TfL’s investment strategy to transform the Tube. When complete, the VSU project will increase the size of the station by 50 per cent, with a new ticket hall. Above Cardinal Place proposed entrance Improvements to Victoria Underground Station will include:

•A new North ticket hall at the Junction of Bressenden Place and Victoria Street, with a street level entrance • Expansion of existing South ticket Hall • 9 new escalators • New lifts providing step free access and improved access between National Rail Station and tube platforms

Impact on Victoria Station:

• Creation of a new access / egress point for the station at the existing Wilton Road Boots unit (open June 2012) • Widening of existing Sussex Stair into LU station from NR concourse (open June 2012) • Closure of Victoria Arch (closed from September 2012 until November 2014) • Closure of the Beach (closed from September 2012 to June 2017)

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Benefits to Victoria station:

• Improve the interchange capacity between the LU and NR station via Sussex Stair • Reduces risk of LU station closing in turn reducing risk of exit / entrance to NR station being congested • Redevelopment of “The Beach”

4. Station Characteristics

The station was originally built in two parts, the Eastern side with services to Kent, and the Western side with services to Surrey and Sussex, including Gatwick Airport and Brighton. In June 2011, the £35 million station roof renewal project was completed on the Eastern side. This will prolong the life of the 146-year-old Grade II listed structure, and has created a light airy feel to the eastern side of the station.

4.1. Station Location Victoria Station is located in central London, travel card zone 1. Nearby attractions include Westminster, Parliament Square, London Eye, Buckingham Palace and Trafalgar Square. The geographical setting contributes to the high levels of tourist passengers.

4.2. About the Station Approximate annual footfall for London Victoria is 137million; it is the second busiest London terminus. The station is also used by passengers travelling to Gatwick Airport, to take domestic and international flights. Nearby is the Green line bus station and Victoria Coach Station which is the main coach station in London providing domestic and International coach travel. 4.3. Use of the Station On behalf of Network Rail, surveys were conducted at Victoria station in April 2012. A total of 263 people were interviewed; from this research the following was identified: Current travel behaviour • The majority of journeys are taken for leisure purposes or as part of a daily commute to work. • Repeat use of Victoria Station is high, with commuter travel driving up the overall frequency of use. More than half of all station users are at Victoria at least once a week. • The bulk of journeys taken to / from Victoria are less than two hours in duration, consistent across all traveller type. • Party size is very much influenced by travel purpose, with the majority of commuters and business travellers making solo journeys. Connectivity

• Nearly all journeys to Victoria are made by public transport, mainly underground. National rail is most frequently used to travel onward from the station. Around a quarter of commuters and business travellers walk either to or from the station. Similar numbers of leisure travellers use a bus / coach.

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• Ratings for public transport connections are positive, which is encouraging given high use at Victoria. • Just under a fifth of travellers would consider using an alternative mode of transport to travel to / from Victoria, with no significant variation by traveller type. • Sustainable transport alternatives are most likely to be considered, particularly buses / coaches, the underground and national rail.

• Improved access would help encourage use of alternative transport. Travellers state that their preferred alternative is not available (23%) or that better connection timings are needed (22%). Discounted fares are also a popular incentive among those willing to consider alternative transport (17%). The interviews that were conducted in April 2012 identified the passenger make up:

Nearly all journeys to the station are by public transport. 50% travel to Victoria station by tube and 76% of people that arrive at Victoria continue there journeys by tube. Walking to the station is more common for business/commuter customers, whereas coach is the most popular means of transport for leisure customers travelling onwards from Victoria. 5. Station Access and Facilities

5.1. Access to the station Below are the entry/ exit points for customers at Victoria Station.

Grouping %*

Commuter 34

Business 24

Leisure 40

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Key for the entry/exit points

Exit/ Entry No.

Exit/Entry Name

1 Hudsons Place 2 Wilton Road 2A Boots Entrance 3 Eastern Archway

(Closed) 4 Kent Gate (scissor

gate formally know as BTP gate)

5 Sussex Passageway (formally known as LUL passageway)

6 Night Gate 7 Western Passage 8 Sparrows Corner 9 Raft/ Gatwick

Express

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No. 1 Hudson’s Place (for Passport No. 2 Wilton Road (Apollo Victoria Theatre)

Office, taxi rank, disabled drop off point)

No. 2A Boots (main entrance/exit; also leads onto Wilton Road) No. 4 Kent Gate

Passageway (Access to Underground)

No. 6 Night

No. 5 Sussex Passageway No.6 Night Gate

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No. 7 Western Passage No. 8 Sparrows Corner (exit for Coach Station)

No. 9 Gatwick Express Gatwick Express ‘Up Escalator’ ‘Down Escalator’

* The Eastern Archway was closed in September 2012 due to the VSU project. The Eastern Archway Gate Warden Box has been transferred to the new ‘Boots’ Entrance 2A. The Eastern side of the station, where Southeastern services arrive/depart is closed between 00:35 and 04:00. Access to the central side, where Gatwick Express and Southern Services arrive/depart is only permitted through the night gate (exit 6). Between 01:00 and 03:45 the gates are open for 15 minutes at xx:45 of each our.

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Terminus Place (Front of Victoria Station) Victoria Bid has an information pod with staff based outside it to direct and assist with customer queries. The staffs are very knowledgeable of the local area and popular tourist destinations. London tour buses can also be found here. Opposite is the bus station for London buses and an information booth where customer can get bus leaflets/ guides and up to date bus information.

Entrance 2A New entrance created where Boots was previously located, to compensate for the closure of the Eastern archway due to Victoria station upgrade works.

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5.2. Station Facilities

• Toilets The station has toilets located adjacent to platform one and on the Central Concourse. Accessible toilets with baby changing facilities can be found opposite station reception and on the central concourse area.

• Left Luggage The station has facilities where excess baggage can be left at the station; left luggage is located between platforms 7 and 8. For more information call 0207 963 0957. • Cash and Bureau de Change There are ATMs located on both concourses, and a bureau de change near the Buckingham Palace Road exit. • Telephones There are telephones located on the eastern and central concourses, Sparrows corner exit, , Sussex Passageway to Underground. • Car hire Sixt and Streetcar have branches in the car park. • Commercial Units Victoria station is home to 68 commercial units; including catering, tourist/travel information, coffee shops, and retailer units. Station map with all retail units are located on the Network Rail Victoria page, under the station map link. http://www.networkrail.co.uk/aspx/947.aspx

5.3. Facilities for Mobility Impaired Passengers

Step-free access: Hudson Place, Victoria St, Grosvenor Gardens, Terminus Place and Wilton Rd. Access to and from Victoria Place shopping centre is via a lift connecting platform 13/14 to the car park.

London Victoria Station provides mobility support; including ramps, wheelchairs, buggies and a dedicated customer service assistance team between the hours of 07:00 – 21:00. For optimal service without delay customers are advised to book in advance.

Currently access to Victoria underground is not step-free, but is in the process of re-development by TfL’s Victoria Station Upgrade project (VSU). The project is underway and is expected to be completed by late 2017. This investment will create a more spacious booking hall area and a lift, making the station more user friendly for all.

6. Transport and Travel Connections

6.1. Rail Service

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There are two Train Operating Companies (TOC’s) that serve London Victoria, Southeastern and Southern. Southeastern trains serve south east London to Kent, and East Sussex. Southern provide train services for commuters, airport users, business travelers and leisure travelers in south London, between central London and the South coast, through East and West Sussex, Surrey and parts of Kent and Hampshire. Gatwick express provide a fast and frequent service to Gatwick Airport; the non-stop journey time is 30 minutes (35 minutes on Sundays), with trains leaving every 15 minutes. Gatwick Express services between Monday and Sunday; the first trains depart Victoria at 03:30, 04:30. From 05:00 to 23:45 there is a service running every 15 minutes. The last train leaves at 00:32.

6.2. Public Transport Connections Victoria is located in the centre of London and has very good connections to other means of public transport, including Victoria Underground Station, Victoria Coach station, London Buses and a Taxi rank located outside the station.

• Victoria tube station- serves the Victoria, District and Circle line services • Victoria coach station- approximately 5 minutes walks along Buckingham Palace Road • Greenline buses- coaches to Luton airport, Winsor and Lego land • London Buses – buses serving North, South, East and West London. Combination of both day and night buses. Bus Stop Map

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6.3. Walking and Cycling Connections There are cycle racks on platforms 7/8, 17/18, and outside Hudson’s Place. All are monitored by CCTV.

For all existing and proposed cycling superhighways, routes, maps and information about booking cycling lessons in the Westminster, more information can be found on https://web.barclayscyclehire.tfl.gov.uk/maps.

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6.4. Car Parking Victoria Station has a large parking facility on Eccleston Bridge Rd (access via Bridge Place, Belgrave Road or Bullied Way).This is also used as the drop off/pick up point, there is no change providing the driver remains in the vehicle. Currently, the station is in the process of installing a car wash facility, which will be located in the raft car park. The parking rates are competitive in comparison to neighbouring car park. For all parking rates visit: http://www.networkrail.co.uk/aspx/9530.aspx Cars cannot enter Terminus Place.

6.5. Taxis

There are two taxi ranks; the first which has recently been re-located from Terminus Place to Hudson’s Place (exit by platforms 2), due to TfL’s Victoria Underground Station upgrade (VSU Project). The second is located upstairs at the Plaza (exit in Victoria Place) for Gatwick express. All taxis are wheelchair accessible.

7. Key Issues

The following key issues have been identified and highlighted by surveys and stakeholder members.

a) Problems accessing new taxi rank at Hudson’s Place b) Lack of information and assistance for unbooked Mobility Impaired

Passengers c) Insufficient cycle parking facilities and inappropriate location of cycle racks d) No facilities for electric car charging e) Lack of signage immediately outside sparrows corner exit (on Buckingham

Palace road) to Coach station f) Lack of facilities for underground travel information, particularly on Central

side of station 8. Objectives and Indicators

OBJECTIVES SETTING

STATION: London Victoria

CONTACT: David Chewter

HIGH LEVEL OBJECTIVES

SMART OBJECTIVES (brackets denote reference number)

Indicator (how objective will be measured)

(1) VSU meetings to be held monthly Satisfaction of stakeholders Facilitate the

new Taxi Rank Area

(2) Implement separate night rank by June 2013.

Improved customer satisfaction regarding connections.

(3) Obtain quote and Submit DRIP application by end November 12.

Reduce delays caused to customers

Improve the communication/ information to assist customers requiring mobility assistance

(4) Installation of 10 help points on platforms by June 13. Customer satisfaction

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Improve Signage to Gatwick Express

(5) Obtain Quote for floor vinyl’s, and implantation by June 2013 Customer satisfaction

Improve Underground information provision

(6) Implement information stand on central side by June 2013

Improve customer satisfaction regarding travel information provision

Improve night accessibility to Gatwick Express

(7) Implement new opening hours to Gatwick Express Raft entrance by June 2013. Gatwick barrier entrance open and close time to reflect first and last train (close between 00:45-03:00)

Improve customer satisfaction regarding accessibility

9. Proposed Measures Mobility Assistance Information Points: Discussions with key stakeholders (TOC’s) identified customer concerns about more accessible ways to contact customer assistants. As an outcome, a proposed measure to help eliminate this problem was to introduce mobility assistance help points on platforms. This measure would allow customers will mobility call for assistance without having to travel a lengthy distance. The application will be submitted to DRIP fund team, who will assess the request. For more information or specific details, see the Action Plan Template below.

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ST

ATION: V

ictoria Station 

TIME 

TYPE 

IND

EX 

NO. 

DES

CRIPT

ION 

SMART 

OBJEC

TIVE 

IMPA

CT 

OWNER 

DEA

D 

LINE 

RISK 

PRIO

RITY 

S1 

Improv

e Sign

age 

 Get quo

te 

and for floor 

viny

ls and 

implem

ent 

by Ju

ne 2013 

 High 

NR  

 06/13 

 Low 

 Med

ium 

S1.1 

Improv

e sign

age to 

Gatwick Ex

press  

    

    

    

S2 

Improv

e inform

ation 

prov

ision 

 Lease w

ith 

LUL to 

prov

ide 

inform

ation 

stan

d an

d staff. 

 High 

 LUL 

 06/13 

 Low 

 Med

ium 

SOFT  

S2.1 

Improv

e inform

ation 

prov

ided fo

r customers 

requ

iring un

dergroun

d 

 Implem

ent 

inform

ation 

point b

y June 2013 

    

    

  

H1 

Mob

ility help po

ints 

 Sub

mit 

quote to 

DRIP by 

Nov 2012  

 High 

NR  

06/13  

Low  

Med

ium 

(com

plete)  

H1.1 

Help po

ints th

at allo

w 

custom

ers to call for 

mob

ility assistance 

 Installatio

n of 10 help 

points by 

June 2013 

    

    

  

  

    

    

    

SHORT 

TERM

 (U

p to 12 

mon

ths) 

HARD  

  

    

    

    

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S100 

Facilitate new ta

xi ra

nk 

Assess 

optim

al 

solutio

n to 

nigh

t taxi 

rank by 

June 2013 

 High 

VSU 

project  

06/13  

Low  

High  

SOFT  

S100

.1 

Lease with stakeho

lders 

at m

onthly VSU 

meetin

gs 

    

    

    

H10

0 Cycle ra

cks 

Assess 

possible  

parking 

locatio

ns off 

platform

s by Ju

ne 2013 

 High 

NR  

 06/13 

 Low 

High  

H10

0.1 

Improv

e cycle pa

rking 

on statio

n   

    

    

  

H10

1 Electric vehicle cha

rging  

 Assess 

feasibility 

implem

enti

ng cha

rging 

point in raft 

car p

ark by 

June 2013 

 High 

  11/13 

 Low 

 Med

ium 

MED

IUM /  

LONG 

TERM

 (> 12 

mon

ths)  

HARD  

H10

1.1 

Encourage more 

environm

entally 

friend

ly car’s by 

facilitating charging 

points 

    

    

    

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10. Monitoring and Review The station travel plan will be monitored with the involvement of all key stakeholders at London Victoria station. The relevant stakeholders including BTP, LUL, Southeatsern, Southern will be informed and invited to any steering groups regarding the station travel plan. The station travel plan will be monitored, reviewed and co-ordinated in relation to Victoria’s National Passenger Survey workshop. The station travel plan will be monitored regularly and the steering group will meet 6 monthly to review it. Is will be monitored against both the National Passenger survey and Network Rail Corporate Responsibility reports.