Northern Trains still use fax machines 'at insistence of unions'

A rail firm repeatedly criticised over its poor service and cancellations is still using fax machines to communicate – and cannot axe the technology because of an agreement with unions, bosses admitted today.

The revelation came at an emergency meeting called by mayor of Greater Manchester Andy Burnham to take Northern Rail to task over its poor performance.

Bosses told the Rail North Committee (RNC) that the train operator – which runs services across northern England - was using fax machines internally to communicate cancellations of rail services among staff and crews.

Mr Burnham said it was 'no wonder' passengers were receiving the news of cancellations late and told the firm's directors 'The north needs better than an unreliable fax-driven railway'.

During the meeting, which was broadcast online, an exasperated Mr Burnham asked how it could 'possibly be the case in 2024' that fax machines were still being used.

'People will ask after decades of privatisation, where has the money gone?' he said.

'Where has the money gone in the rail industry given that we are still using 1980s technology to communicate?'

Matt Rice, Chief Operating Officer at Northern Rail, replied: 'It is our challenge to get rid of them - it's in our plans to get rid of them. The tools we use to get messaging and information to our crew rely on faxes, amazingly. 

'We will get there before we are forced to because fax technology, in telecoms terms, turns off.'

Mr Rice admitted it was 'ludicrous' that the firm was still relying on fax machines, before Mr Burnham said the situation gave the impression of 'a disregard to the travelling public'.

But Tricia Williams, the firm's Managing Director, said Northern wouldn't be able to get rid of the fax machines 'tomorrow' without agreement from trade unions.

She said: 'We have to look at these issues with the depth and complexity they have and the historical issues that we absolutely are going to address. 

'It isn't as simple as turning them off tomorrow because at the moment we have an agreement to use the processes that we have and in order to change that, we do have to change the agreement.'

The RNC advises the board of Transport for the North on rail services, infrastructure improvements and all matters relating rail franchises and contract management.

Northern was issued with a 'breach notice' for unacceptable levels of performance in July 2024, the meeting heard. 

The 'contractual breach performance level' on cancellations by an operator is seven per cent of services. But in Northern's case, from April 28 to July 20, levels of cancellations topped ten per cent.

What is a fax machine? 

The iconic communications device – formally known as a facsimile machine – was once a regular feature in offices and even homes.

Fax machines work by allowing users to send an exact copy (a 'facsimile') of a page of text or images to the recipient, using a telephone line to do so.

Once sent, the document would print from the recipient's machine in a similar way to a printer. 

They were popular for big-money transactions with tight deadlines, such as house sales or football transfers, as they enabled contracts to be exchanged quickly.

The technology behind the fax machine was first patented in 1843, more than three decades before Scottish inventor Alexander Bell did so with the telephone.

But the rise of digital messaging through phones and laptops made the fax machine less useful to business and individuals, so its impressive run may finally be coming to an end.

After a 2018 survey found 9,000 fax machines were still in use within the NHS, then health secretary Matt Hancock had promised to phase out the 'archaic machines'.

The notice required Northern to develop a formal action plan to drive-up its services. But Mr Burnham, who chairs the RNC, told Northern to 'go back and interrogate every aspect of that plan' and draw up a new one.

He said the patience of the public was 'wearing very thin or has gone altogether' with commuters losing confidence in taking the train.

Both Northern bosses apologised for the recent levels of performance, admitting the 'service is not where we want it to be'.

Last week Mr Burnham called Northern a 'part-time rail service' over its levels of recent cancellations, which are particularly bad on a Sunday - a day not recognised as part of the working week under Northern Rail staff contracts. 

The situation led to the firm issuing 'do not travel' notices on Sunday after it cancelled services between Manchester and Stoke and Chester - a situation Mr Burnham branded 'embarrassing'.

High levels of staff sickness have also affected Northern's ability to run a proper timetable. By lunchtime today, the firm had already cancelled more than 150 Wednesday services, a fraction of the 1,000-plus services it has axed over the half-term break.

Until 2021, the firm was still operating rickety Pacer trains – a bus cabin perched on a rail chassis first introduced in 1984 because of a shortage of rolling stock and due to be in service for no more than 20 years. Northern still operates the similarly-maligned 1980s diesel Sprinter trains on routes including Manchester to Buxton.

The failing company was renationalised in March, 2020, since when it has been owned by a holding company of the Department for Transport (Dft).

A DfT spokesman said: 'The transport secretary has been crystal clear - poor rail performance will not be tolerated.

'Ministers continue to hold operators and Network Rail to account to tackle ongoing cancellations and delays plaguing passengers.

'Since taking office, the government has already settled national industrial disputes, and Great British Railways will be tasked with driving up performance and putting passengers first.'

The Manchester mayor took back control of the local bus network in September 2023 and has seen passenger numbers rise since. 

Last week Mr Burnham said he also wants to bring eight local rail lines under the 'Bee Network'. He said: 'That will mean we will be able to have a greater say over services and reliability, as we've done with the buses, with passengers able to hold local leaders to account.'

A Northern spokesman said: 'We are sorry for our recent performance and accept it has not been good enough. Cancellations are always a last resort and only applied when we have no other option. 

'We are experiencing high levels of staff sickness and train crew availability remains an issue in the North West, especially on Sundays which rely on crews volunteering to work additional hours.

'We are keen re-introduce rest-day working for our train drivers and agree a way forward on staffing Sundays with our conductors, by working closely with them and their union representatives.'