London Overground Rail Operations Ltd has been formed by combining two of the most reliable and customer focused railways in the world.
We are a joint venture company between MTR Corporation of Hong Kong and Chiltern Railway's parent company, John Laing Rail.
Both MTR and Chiltern have a reputation for delivering top quality customer service, a reputation we guard jealously and which we will be looking to enhance with the London Overground.
Bringing Hong Kong expertise
MTR operates a world class, high volume commuter railway which achieves punctuality of over 99% using a modern EMU fleet technically similar and of similar age profile to those in the UK. It runs over 3,000 services a day, carrying 2.4 million passengers. It has an award-winning integrated and systematic approach to safety, quality and project management – attributes it is intent on bringing to the UK rail industry.
...and combining it with UK track record of success
Laing Rail has doubled passenger numbers[1] on its Chiltern franchise, and has consistently had, and currently has, the best overall customer satisfaction scores of any London commuter network1. Laing Rail has blazed a trail in project managing and financing "third party" infrastructure investment, including the recent on-time, on-budget delivery of Evergreen 2, an £80m upgrade to the London end of its route.
[1 Based on the 'Passenger Forum' National Passenger Survey - Spring 2006]
Common values
We share a common set of values, based on commitment to excellence, continuous improvement and partnership. Our approach is focussed on using strong project management techniques and processes to ensure we deliver on our promises.
Our intention for the London Overground, on TfL's behalf, is to deliver the Vision:
- A safe, friendly, accessible and secure welcome for all
- Consistently high performance
- Approaching the future with dynamism and imagination
- Make staff, passengers and London feel proud