On 29 November 2023 we opened an investigation into Network Rail’s Wales & Western region’s compliance with the Network Licence. This was because despite the delivery of planned improvement activities, the train performance levels experienced by customers continued to be below expectations.
Page updated on 1 June 2026.
Investigation outcomes
On 29 May 2024 we published the findings of our investigation. We also gave notice that we proposed to make an order setting out the actions Network Rail needed to take.
Our final investigation report set out why we thought Network Rail was contravening condition one of its licence.
Our Notice and draft Final Order set out what we proposed to require Network Rail to do to address train performance in the region. This included setting out improvement plans to deliver sustainable performance improvements, including further developing its plan for the Thames Valley section of the Western route known as ‘Project Brunel’.
The draft final order was subject to a three week consultation period. During this time, we received representations from four organisations, including Network Rail.
We considered these representations and advised Network Rail that we had decided to make the final order without any changes.
In summary, the order required Network Rail to produce by 31 August 2024 a robust and evidenced plan identifying those further activities that it would undertake to secure compliance with condition 1 of the network licence.
If, by 31 October 2024, ORR was satisfied that Network Rail had failed to produce the plan in accordance with the final order, Network Rail would have been required to pay the reasonable sum of £3 million.
Network Rail provided its plan to ORR by the date specified. We carried out a review of the plan on 26 September 2024 and advised Network Rail that it met the first part of the final order. Network Rail was therefore not required to pay the reasonable sum of £3 million, which would have become payable if the plan had not met this requirement. Network Rail published the plan on its website.
We have closely monitored Network Rail's implementation of the plan in accordance with the second part of the order. We required Network Rail to produce a report demonstrating why it was satisfied that the plan had been implemented. Network Rail provided us its report on 20 April 2026 and has undertaken to publish it on its website. Following our consideration of evidence obtained during our monitoring, the report, and the views of stakeholders, we determined that we were satisfied that Network had complied with our final order in full. We wrote to Network Rail on 1 June 2026 to inform them of this.