LEADING Newport councillors launched a stinging attack on Network Rail yesterday over the way it has handled complaints about the city's railway station - hours after its official opening.

Deputy council leader Ed Townsend branded Network Rail "singularly unhelpful" after the authority raised numerous complaints from members of the public about the £22 million new station which opened in September.

The catalogue of complaints include the leaking roof, lack of an information desk, the fact there is only one ticket desk, the cafe and WH Smith are too far away from platforms two and three to be of any use, lifts are often not working, there is a lack of signs.

On December 4, we reported how Newport council's managing director Tracey Lee and Newport Unlimited chief executive Gareth Beer were calling for an urgent meeting to address the problems.

Speaking at yesterday's full council meeting, Cllr Townsend told fellow member Ray Truman: "I share your disappointment about the station. I do not like it."

He said he has had discussions with Network Rail about the site's accessibility and added: "I think they are being singularly unhelpful with every dealing Newport City Council has...It's about time they responded to the people of Newport not to the shareholders or their board."

Cllr Townsend said that leader Matthew Evans has raised the problems with deputy first minister and transport minister Ieuan Wyn Jones, in Newport yesterday to officially open the station, and first minister Carwyn Jones.

"We are desperately serious that Network Rail responds to our needs," he added.

Cllr Truman said: "It's about improving Newport city centre. The station has a big role to play in that and needs to be service-friendly for people."

A Network Rail spokeswoman said: "Feedback from passengers are important to us and we take them very seriously.

"Improvements, which include improving signage and facilities for disabled passengers, were made to the station as soon as any issued were raised to our attention as we were determined to make it right.

"Our doors remain open to discuss any further concerns that the council may have. "Whilst we recognise that there is always room for improvement, we should also not lose sight of the benefits that the improved station has brought and mostly, boosting the competitive edge which the city needs."

At the opening, Mr Wyn Jones said he hoped the station, part-funded with £8.5 million Assembly money, would act as an incentive to attract investment.

This month saw the passenger numbers coming through the new station pass the 900,000 mark and Network Rail are expected to hit one million within the next four weeks.

We put your concerns over new station

At the official opening yesterday, the Argus put our readers' complaints to Mr Jones and rail bosses. Mr Jones referred our reporter to Network Rail. Here is what it had to say:

  • 1. Lack of information desk and one ticket desk
  • Response: Access to information has changed, people using phones, internet and smart phones to get info and book tickets. "This is a modern, forward-looking station designed for now and many years in the future, it's a shift in demand."
  • 2. W H Smith too far away
  • Response: Location of W H Smith was up to the store itself. "W H Smith was given the opportunity to go to certain locations - if they want to move somewhere else, there is a way they can do that."
  • 3. Lifts don't work
  • Response: Network Rail said they had a minor technical fault with the lifts shortly after opening, but it was rectified straight away.
  • 4. Lack of signs
  • Response: After the station opened, Network Rail had a walk through with some disabled people to highlight any issues, as a result of what was said, they added more signs, including one for the short-stay car park and for the lifts and added extra handrails in the toilets.
  • 5. The leaking roof
  • Response: Network Rail's principal programme sponsor Mike Gallop said the leaks in the roof were teething problems which have been addressed