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Heavy Rail

From implementing new build rail systems to operating and maintaining existing ones, we deliver rail services that transform the travel experience.

Heavy Rail

Serco manages the delivery of passenger heavy rail services, including all operations and maintenance..

We successfully provide rail services that meet the customer's need to serve communities, delivering socially and economically sound rail transport in urban and rural areas.

As passenger numbers continue to grow, the ease and cost of travel are becoming increasingly significant issues. We put the needs of the traveller at the heart of the service, with a focus on improving customer satisfaction in all aspects of their journey. Using our cross-sector capability and data analytics we continuously improve service delivery. We use our technical capability to drive revenue management, introducing new innovations. We embed quality management systems into contracts and have heavily invested in governance systems.

Key Facts

  • We manage the Caledonian Sleeper rail franchise, delivering a step change transforming it into a guest focussed hospitality service. Major changes have included enabling travel bookings 12 months in advance (a first for a UK rail company), new menus with local Scottish food and drink producers, and new Guest Services Centre located in Inverness supporting local jobs.
  • We operate Merseyrail, recognised as one of the most punctual and reliable railway networks in the UK, with the highest levels of customer satisfaction. 
  • We operated the Northern Rail franchise where we increased passenger numbers from 63 million at the start in 2004 to almost 96 million in 2015, improving punctuality from 83% in 2004 to a peak of 91.9% in 2012 and customer experience increased from 72% to 80% over the period 2007 to 2014.
  • We have been awarded the RoSPA Award for Occupational Health and Safety every year since 2009.
  • We are the first train operator to win the prestigious RoSPA Sir George Earle Trophy for safety and the WiSH Award for Worker Involvement in Safety and Health twice (2009 and 2012).
  • We have achieved Platinum Status for Business in The Community and reducing our carbon footprint by 23%.

Contact us for further information on Serco’s Transport services: