Rail & Road
The Rail Ombudsman launches new website to improve experience for all users
The Rail Ombudsman, part of The Ombuds Group has unveiled its newly redesigned website to better serve users. Created with development support from cloud-based software platform Tizo, the updated site offers a more accessible, intuitive, and informative experience for both consumers and industry stakeholders.
Informed by user feedback including dedicated accessibility testing procured by the Office of Rail and Road (ORR), the new website includes several enhanced features alongside refreshed imagery and a design that better reflects the organisation’s ethos:
- Accessibility compliance: Independently tested and conforms to the latest WCAG 2.2 AA standards.
- 40 Working Days Calculator: Easily check whether your complaint falls within the eligible timeframe for escalation.
- Accessibility toolbar: Offers screen reading, translation, and custom styling options to support diverse user needs.
- Key documents now in HTML format: Improves readability and accessibility across all devices.
- Structured documents page: Organises downloadable documents more clearly for easier navigation.
- Support for British Sign Language (BSL) users: A new QuickStart video in BSL– available to view here:
Kevin Grix, group chief executive and chief ombudsman at The Ombuds Group said: “The Rail Ombudsman is here to help consumers resolve disputes and to provide insight that supports positive change within the rail sector. Our new website
reflects our commitment to clarity, accessibility and continuous improvement.”
Stephanie Tobyn, ORR’s director of strategy, policy and reform, said: “We welcome the launch of the new, Rail Ombudsman website, particularly its enhanced accessibility features, which are expected to improve the overall user experience.
This positive development stems from insights gained through our research into passengers’ experiences with the service, followed by the implementation of an agreed improvement plan. As the sponsoring body, we remain committed to
providing ongoing oversight and assurance of the service’s performance and quality.”
For more information about the Rail Ombudsman and to view the new website, visit: www.railombudsman.org
Image credit: Rail Ombudsman
Rail & Road
Resurrect HS2 northern leg to boost rail freight capacity, say UK manufacturers | Rail industry
Manufacturers will press ministers today to resurrect plans for a high-speed rail line reaching Leeds and Manchester as part of a large strategic investment to get lorries off Britain’s roads and cut emissions.
Business lobby group Make UK and Barclays Corporate Bank said research showed companies believe the move would significantly increase passenger numbers and free up capacity for rail freight on existing lines.
A survey of 200 manufacturers showed that nine in 10 believe the original high-speed rail line HS2 should still go ahead, while a similar number said there should be greater investment in faster connections between Liverpool, Manchester, Sheffield, Hull and Newcastle.
HS2 has suffered huge cost overruns and is being overhauled under new management. The transport minister, Heidi Alexander, said this year that problems with the line would delay its opening beyond 2033.
Many of Labour’s regional mayors support moves to extend the line to Manchester to boost economic growth across the north of England.
However, Keir Starmer, the prime minister, has indicated there is little cash available to extend HS2, even under “HS2-lite” plans that would have allowed for more capacity north of Birmingham.
Verity Davidge, the director of policy at Make UK, said: “It’s clear that the current levels of rail capacity aren’t suitable for the levels of freight traffic the government is predicting in the future.
“As a result, if industry is to make greater use of rail then we need the extra capacity which a high-speed link for passenger traffic would free up.
“This would provide a valuable opportunity to invest in multi-mode hubs which would improve connectivity between our major ports and better integrate road and rail routes through the spine of the country.”
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The survey found that road is overwhelmingly the main mode of transport for nine in 10 manufacturers, with six in 10 regarding road investment as critical for their just-in-time operations. This compares with just under half (46%) for investment in ports and just under four in 10 for rail.
Lee Collinson, the head of manufacturing, transport and logistics at Barclays UK Corporate Bank, said: “Upgrading and integrating our road, rail and port systems is crucial for boosting productivity, decarbonising transport and supporting long-term competitiveness.”
Rail & Road
Kazipet Railway Manufacturing Set to Begin Full-Scale Production by 2026, Boosting India’s Railway Industry and Regional Growth
Monday, July 21, 2025
Kazipet Railway Manufacturing is set to begin full-scale production by 2026, a move that will significantly boost both India’s railway industry and regional economic growth. The strategic ₹500 crore investment in the Telangana-based facility will enable the plant to manufacture state-of-the-art coaches, locomotives, and metro components using advanced technology. This initiative not only strengthens India’s infrastructure by expanding domestic railway production but also contributes to the region’s industrial development, creating thousands of jobs and supporting ancillary industries. By 2026, Kazipet Railway Manufacturing is expected to play a pivotal role in meeting the nation’s growing demand for modernized railway components, propelling India closer to its goal of self-reliance in rail technology.
Strategic Investment Fuels Technological Innovation
A ₹500 crore (≈ $60 million) investment will fund the installation of cutting-edge machinery at the Kazipet plant. This will include the adoption of robotic painting and automated storage systems, advancing the plant’s capacity to produce high-quality railway components. By integrating state-of-the-art technology, the facility will help meet the demand for modernized rolling stock, improving both operational efficiency and production capacity across India’s railway network.
The investment in modern machinery ensures that Kazipet Railway Manufacturing remains at the forefront of global industrial standards, allowing it to provide advanced solutions for the nation’s growing railway infrastructure needs. This move is set to position the plant as a major player in the development of India’s railway industry.
Boosting Regional Economy and Employment
The establishment of the Kazipet Railway Manufacturing facility is expected to significantly benefit the region’s economy. The plant is set to create thousands of jobs, not only within the manufacturing plant itself but also in the surrounding industries that will support its operations. This influx of employment opportunities will contribute to the region’s economic growth and play a pivotal role in Telangana’s industrial expansion.
Moreover, the Kazipet project is part of a larger ₹6,100 crore (≈ $735 million) infrastructure initiative announced in 2023. This initiative includes the development of 176 kilometers of highways and the establishment of the Kazipet railway unit, further boosting industrial activity in the region. By providing a strong industrial base and fostering economic growth, the plant is expected to attract additional investments to Telangana, making it a key hub for manufacturing and infrastructure in India.
Supporting India’s Vision for Self-Sufficiency in Railway Technology
Kazipet Railway Manufacturing aligns with India’s long-term goal of achieving self-reliance in railway technology. By reducing the country’s dependence on foreign imports for essential railway components, the plant supports the government’s “Atmanirbhar Bharat” (Self-Reliant India) initiative. This effort aims to strengthen domestic manufacturing capabilities and reduce the reliance on external suppliers, boosting the nation’s competitive edge in the global railway market.
The plant’s advanced production capacity will contribute to the modernization of India’s railways, helping to meet the rising demand for efficient, reliable, and sustainable transportation solutions. With production slated to begin in 2026, the Kazipet facility will play a crucial role in building a self-sufficient and resilient railway network that meets the needs of the nation’s growing economy.
Modernizing India’s Rail Infrastructure
The Kazipet Railway Manufacturing project forms a key component of India’s broader rail modernization strategy, which focuses on enhancing the country’s railway systems to keep pace with increasing demand for transportation. With advanced manufacturing capabilities, the Kazipet facility will help provide high-quality, domestically produced railway components, reducing costs and ensuring a steady supply of critical parts for the nation’s rail network.
The establishment of the plant represents a major step forward in improving operational efficiency within India’s railway system, aligning with national goals to modernize infrastructure and expand capacity. By supporting the production of advanced coaches, locomotives, and metro components, the plant will play a vital role in enhancing India’s rail network, ensuring it remains competitive in the face of growing global demand for railway services.
Kazipet Railway Manufacturing is set to transform India’s railway manufacturing landscape. With a significant investment in advanced technologies, the plant will play a central role in regional economic development, job creation, and the modernization of India’s rail infrastructure. As the plant prepares for full-scale production in 2026, it stands as a key contributor to India’s self-reliance in railway technology, industrial growth, and transportation efficiency. The Kazipet facility will not only help modernize India’s railway systems but also pave the way for a future-focused, self-sustaining transport infrastructure.
The biggest passenger satisfaction survey in the history of Britain’s railway has launched.
The Rail Customer Experience Survey marks another important step in putting customers at the heart of the railway.
Approximately ten thousand passengers a month will be asked their views on the rail network, while travelling to their destination, with the aim of speaking to an estimated 130,000 passengers every year.
Passengers will be able to voice their experiences and share their views on their journeys and areas for improvement.
The first set of results will become publicly available on an interactive online dashboard in Autumn 2025. Passenger views will be used to help train operators improve the day-to-day service for passengers and inform industry decision-making for the improvement of rail services. This way, they can be at the forefront of driving systemic change to improve Britain’s railways and make sure operators are delivering what customers want and need.
The survey is a collaboration between Rail Delivery Group, Department for Transport, Network Rail, Transport Focus and the Customer and Revenue Growth team, previously part of the Great British Railways Transition Team.
Jacqueline Starr, Executive Chair and Chief Executive Officer of Rail Delivery Group said:
“The industry is excited to offer this new and meaningful way for customers’ voices to be effectively and consistently heard across the rail network. No matter which train operator you travel with or where you are headed, you’ll have the opportunity to speak directly to us and know that you’re being listened to.
“We’re going to make it easier for customers to share their views with the industry, and it will help the industry put those views into practice. Making a real difference for customers. And, as the industry moves towards the creation of Great British Railways, this helps us to make sure that where there is best practice, it is spread across the network so that everyone can benefit, no matter where they live.”
Rail Minister Lord Hendy said:
“Great British Railways is putting passengers back at the heart of our transport network. Hearing directly from those that use our trains about how to improve them will help us return services to a standard we can be proud of again.
“We are proud to deliver this ambitious project alongside organisations across the rail sector, coming together to commit to change and improvements for the nation’s railways.”
Laura Shoaf, Chair of Shadow Great British Railways said:
“The launch of this survey marks a significant step forward for Britain’s railways. By launching the largest-ever passenger survey, Shadow Great British Railways partners are putting customers at the heart of everything we do.
“Talking directly to ten thousand passengers every month — while they travel — will give us an unprecedented understanding of the real passenger experience.
“As we progress toward establishing Great British Railways, this survey is a vital tool to identify what’s working well and best practices are shared across the entire network — so that all passengers benefit from consistent, high-quality service.”
Natasha Grice, Director at the independent watchdog Transport Focus said:
“It’s critical that we listen to what passengers tell us are the most important areas to improve upon when it comes to the experiences they are having across the rail industry. The new survey is going to do exactly that, by providing a significant increase in the amount of feedback we hear. This can only be a good thing, and will help us all to remain focused on delivering improvements to the passenger experience.
“As well as publishing our quarterly scorecard highlighting how operators are performing across a number of industry metrics, we will be producing a 6 – monthly official statistics report starting in May 2026.”
Suzanne Donnelly, Customer & Revenue Growth Director for Network Rail said:
“The launch of this survey is a powerful example of the whole railway sector coming together to deliver a step change in rail’s customer insight capability.
“Developed collaboratively by the Rail Delivery Group, Network Rail, the Department for Transport, train operating companies, and other partners, this programme puts the passenger voice at the centre of our shared decision-making.
“It lays a crucial foundation for understanding current customer needs and creating the right conditions for Great British Railways — which will ultimately help to rebuild public trust and encourage more people to travel by train.”
This survey replaces the National Rail Passenger Survey and comes in at more than double the total sample size. To be held continuously with no planned end date, the rolling survey will cover the entire rail industry, bringing together elements from previous industry-level surveys for the first time. This new methodology leverages new technology to pinpoint the train a respondent is travelling on. It will help to fully reflect the everyday experience of rail passengers, providing a common framework for the whole industry to measure passenger satisfaction, with results data providing new, universal benchmarks that can be compared across the whole network.
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