Southeastern has revealed new plans under a new consultation to close ticket offices at 37 stations in south east London and to restaff five of its unstaffed stations.

As part of a new consultation being led by TravelWatch, Southeastern has revealed proposals to make more staff available to support customers.

If approved, these plans would involve closing ticket offices at 37 of its small and medium stations in south east London that sell fewer than 50 tickets daily, and where customers can use contactless methods to pay for travel.

Some of the ticket offices that could potentially be closed include Lee, Hither Green, St Johns, Blackheath and Bexleyheath.

Under new plans, ticket office staff members would instead be trained to provide further face-to-face support for customers with access needs as well as training on how to tackle anti-social behaviour.

The planned changes

18 of Southeastern’s smaller stations that are currently unstaffed would be restaffed, including five south east London stations, although Southeastern has advised that more unstaffed stations may be added to the list following consultations in Autumn.

If proposals are approved, the first phase could involve potentially closing ticket offices at Southeastern’s smaller stations, where there is currently one staff member in the ticket office.

Southeastern’s busiest stations will include travel centres offering travel information and ticket purchasing facilities.

If approved, ticket offices at some of Southeastern’s medium and larger stations would also be closed under new plans where agreed.

Southeastern also confirmed that every station currently staffed will “continue to be staffed.”

These new plans, if approved, are set to be phased over the next two years, with changes affecting 40 of its stations in the Metro area.

Southeastern has also said that it will provide training to staff currently working in ticket offices to enable them to provide support to customers with access requirements, as well as training in deterring anti-social behaviour.

Which stations would be restaffed?

Currently, Southeastern has a total of 18 unstaffed stations across its network, including five stations in south east London.

These five stations are:

  • Belvedere
  • Eden Park
  • Lower Sydenham
  • New Beckenham
  • Sundridge Park

These changes come as a result of the train company recognising a change in the ticket-purchasing habits of its customers, with more people purchasing tickets online and using e-tickets or contactless payment methods.

Steve White, Managing Director of Southeastern said: “The world has changed and Southeastern wants to change with it by offering a better, more reliable, and sustainable railway. An overhaul of the way we operate our stations is long overdue.

“Customers love our people not our ticket offices.

"This consultation proposes making more of our people available to help customers face-to-face providing a wider range of support, including accessibility assistance and deterring anti-social behaviour.

“It proposes introducing 14 travel centres at our busiest stations and restaffing 18 stations, currently unstaffed due to vacancies.

“Most customers now buy tickets on their phones in simple, queue-free, transactions or use Pay-As-You-Go. Five million e-tickets are now sold weekly by train companies and retailers like Trainline.

"With customers buying holidays, shopping and banking online they can now also buy rail tickets on their phone at a time that suits them.

“For those happy to use self-service, buying a ticket will be as easy as possible whether on our app, website or at our ticket vending machines (TVMs) and this consultation will ensure they can do that.

“For customers who need ticketing assistance this will remain available through our travel centres, station colleagues and 24/7 helpline for assisted travel.

“At the same time, we want to reduce taxpayers' subsidy of our business and ensure a sustainable future as a vital public service. The aim is to provide a better service at a lower cost.

“Southeastern is committed to a meaningful consultation.

“Everyone with an interest is encouraged to share their views with London TravelWatch (for our stations in London) or Transport Focus – the organisations who will administer the consultation.”

Southeastern also added that it will “continue” to support its customers with access needs, and that this consultation would potentially provide direct contact for customers with accessibility requirements.

The first phase of the consultation affecting 40 of Southeastern’s stations is currently underway, with people being advised to respond to the plans by July 26, 2023.