Annual rail consumer report 2024 to 2025
11 July 2025
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Covering the period from 1 April 2024 to 31 March 2025
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Benchmarking operators’ performance in rail passenger assistance
11 July 2025
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Sought feedback on a new framework to benchmark the performance of train and station operators’ delivery of assistance to rail passengers.
Our consumer role
11 July 2025
ORR research into accessibility
11 July 2025
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We regularly commission research, working with expert agencies and the rail industry to gather feedback on passengers' experiences of accessibility, and assisted travel services.
Ticket retailing and passenger rights
11 July 2025
Passenger information
11 July 2025
Accessible travel
11 July 2025
Complaints and compensation
11 July 2025
The Rail Ombudsman
11 July 2025
ORR report shows satisfaction with assisted rail travel remains unchanged as it sets out new operator rating system
11 July 2025
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The Office of Rail and Road’s latest survey shows once again there remain too many instances of passengers not receiving the help they had booked. As part of the regulator’s priorities for the coming year, it will benchmark and rate each operator on its delivery of passenger assistance to better target interventions.
Annual rail consumer reports
11 July 2025
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Our annual reports focusing on the performance of train operators and Network Rail in the consumer areas we regulate.
CP7 passenger train performance reset: consultation on targets for 2026 to 2029
10 July 2025
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As part of the control period 7 (CP7) passenger train performance reset (CP7 reset), we seek views on the passenger train performance targets proposed for monitoring and holding Network Rail to account in years 3 to 5 of the control period.
Track access notices of consent
8 July 2025
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This page contains notices of consent issued since 2020.
Agreed amendments to contracts in 2025 (section 22)
8 July 2025
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Our decisions on amendments to contracts where Network Rail and the train operator were in agreement.
Board meeting minutes
8 July 2025
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ORR's board meets around ten times a year (monthly except August and December).
Passenger information licence conditions
8 July 2025
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Passenger train and station operators have information obligations in their licences.
Passenger operators: 2024 and 2025 competing track access applications
8 July 2025
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All documents related to competing applications received from passenger operators.
Freight operators: 2024 and 2025 competing track access applications
8 July 2025
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All documents related to competing applications received from freight operators.
Depot access applications and decisions
7 July 2025
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This page contains depot access applications and decisions made under sections 17 or 22A of the Railways Act 1993.
Competing track access applications
3 July 2025
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Information on how competing and complex applications for the December 2024, May 2025 and December 2025 timetable changes will be considered.
Decisions on new, disputed contracts (section 17)
3 July 2025
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Our decisions on new contracts where Network Rail and the train operator could not reach agreement.
Rail regulator rejects West Coast Main Line applications due to insufficient capacity
3 July 2025
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The Office of Rail and Road (ORR) has rejected applications from three companies seeking track access contracts with Network Rail to run services on the West Coast Main Line (WCML).
Appeals under The Access and Management Regulations
3 July 2025
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This page contains guidance, forms and decisions we have made regarding appeals under The Railways (Access, Management and Licensing of Railway Undertakings) Regulations 2016.
Office of Rail and Road July 2025 newsletter
30 June 2025