Train performance across Wales and the West of England is showing clear signs of improvement, with fewer services cancelled and more trains arriving on time, following sustained intervention by Network Rail and regulatory oversight from the Office of Rail and Road (ORR).
The improvements come after the completion of a long‑running investigation into train performance in Network Rail’s Wales & Western region, which concluded in mid‑2024. The investigation found that weaknesses in infrastructure reliability and internal working practices were contributing significantly to poor performance and passenger disruption.
In response, Network Rail implemented a long‑term performance improvement plan, closely monitored by ORR, aimed at reducing infrastructure‑related delays and cancellations. ORR has now confirmed that the plan has been delivered in full, allowing the regulator to formally close its enforcement action.
Measurable improvements for passengers
Since August 2024, the combined impact of targeted investment and operational change has delivered tangible benefits for passengers. By the end of 2025–26, cancellations attributed to Network Rail infrastructure had fallen by more than 20%, while punctuality improved, with the proportion of trains arriving within three minutes of schedule rising from 77.6% to 79.4%.
Much of the physical intervention focused on the Thames Valley, where Network Rail prioritised work on track assets, overhead line equipment, axle counters and points – historically key contributors to disruption. Additional measures included the deployment of welfare officers at key stations to reduce trespass incidents, a recurring cause of delay.
Further west, resilience work along the Great Western Main Line included flood‑mitigation improvements at Chipping Sodbury, addressing weather‑related performance risks.
Operational and cultural changes
Alongside infrastructure investment, Network Rail has introduced a series of organisational and operational reforms across the Wales & Western region. These include strengthened leadership capability, enhanced train control functions, and the creation of dedicated timetable planning taskforces to improve the robustness of services.
Improvements have also been made to incident learning processes and the management of stranded trains, with the aim of reducing knock‑on delays and improving the passenger experience when disruption does occur.
ORR said these measures collectively demonstrate that Network Rail has met the requirements set out in its performance improvement plan.
Regulator and industry response
Graham Richards, Director, Planning and Performance, said:
“Following concerted efforts from Network Rail, and continued engagement by our teams at ORR, I am pleased to see that passengers in Wales & Western are experiencing better, more reliable train services.”
“Nevertheless, we know that for many passengers train performance is not what they would expect – so we are continuing to work with train operators and Network Rail across the country on how to further improve performance.”
Mark Killick, Network Rail’s Managing Director for Wales & Western Region, said:
“Customers are seeing a more reliable railway, reflecting the extensive improvements we’ve delivered over the last two years.
“We know delays and cancellations still impact journeys, so while this progress is a positive step, we continue to work closely with our industry partners to deliver an ever more reliable railway for our customers.”
Focus remains on further improvement
While ORR’s decision to close its enforcement action marks a significant milestone, both the regulator and Network Rail acknowledge that performance still falls short of passenger expectations in parts of the network. Continued collaboration between infrastructure owner, operators and regulators will remain critical as the industry seeks to build on recent gains and deliver consistently reliable services.
Image credit: ORR
