Get involved

We want to know your opinions

We know how important it is to talk to you and take your opinions on board. We have a number of ways that you can get in touch with us, give us your feedback, or get directly involved in how we run your service.

You can also find out how we respond to your feedback and how we use it to improve your service.

We run regular Meet the Manager events at stations across our network and we will soon start holding roadshows in your community in shopping centres, universities and airports.

But more than that, we have set up two new ways that you can directly get involved in how we run your services with our Online Passenger Panel and our Customer Cabinet.

Online Passenger Panel

We’re inviting all customers to apply to join our Online Passenger Panel. It will be a place for you to voice your opinions, and have a direct influence on how we run our services and facilities.

You will have access to a password protected section of the website, which will include:

  • Monthly surveys or polls on specific issues that we know need action
  • Web chats with senior managers
  • Results of surveys, transcripts of web chats and progress reports on issues the panel has considered

The Online Passenger Panel is currently running polls to get your views and feedback on various topics and we will soon be introducing surveys and web chats with our senior managers. Register now to join our Online Passenger Panel.


Access Advisory Panel

We are in the process of setting up our Access Advisory Panel, which will be made up of volunteer members who travel on our network. 

Find out more about the Access Advisory Panel


Customer Cabinet

Photo of people in a meeting

The Thameslink and Great Northern Customer Cabinet, now called the North Customer Cabinet, brings together both staff and passengers travelling across our network. The Cabinet offers a unique forum where views can be shared and practical ideas for improvement can be put before senior managers.

After going through a recruitment process to make sure that the Cabinet is a broad representation of our customers, nine passengers were selected to join the North Customer Cabinet, with two passengers representing people with accessibility needs.

In addition, this important voluntary Cabinet will be made up of three members of staff, making a total of 12 Cabinet members.

Members of the Cabinet have the opportunity to give advice and recommendations on customer strategy and business planning and they have a budget for self-generated projects.

The Cabinet is co-chaired by the Passenger Services Directors Stuart Cheshire and Keith Jipps. The Head of Communications, Jane Lee, also sits on the Cabinet.

In October 2015, Stuart Cheshire and Keith Jipps hosted a welcome meeting for the newly formed Cabinet. The Cabinet met again on the 2nd December 2015 to discuss key areas of interest, such as information during disruption, station facilities etc., and to set the Cabinet agenda for the year ahead.

We will soon introduce our Cabinet members on our website and keep you updated on the work of the Cabinet.