We're sorry - Network Rail apologises for Sunderland Railway Station failures

The words of Network Rail’s director of engineering and asset management, Eastern Region, in a letter of apology addressed to Sunderland Central MP, Lewis Atkinson, and the people of Sunderland.

The apology was issued after Mr Atkinson wrote a letter to Network Rail demanding they apologise to the people of Sunderland for what he said is a “failure over the last two years to deliver the functioning station that the people of Sunderland deserve”.

The new £27m station opened in December 2023 but has faced criticism for a lack of facilities with the majority of allocated retail units at the site still remaining empty after nearly two years.

There has also been ongoing issues with antisocial behaviour and the functioning of the lifts, escalators and toilets.

In his letter, Mr Atkinson said: “The new southern entrance to the station was opened in December 2023 and Network Rail’s public communications at the time stated ‘finishing touches would be applied to the public realm surrounding the station over the next few months’.

“Instead, people in Sunderland have endured unacceptable and prolonged periods where escalators, doors, lifts and toilets in the station were not fully functional.

“The people of Sunderland deserve to have a national public body like Network Rail delivering for them. Every week when I travel to Westminster I note the thoroughness with which the redevelopment of Kings Cross was finished and contrast that with the lack of care shown in completing the redevelopment of Sunderland Station.”

Network Rail have this week written to Mr Atkinson, apologising for the issues highlighted and pledging to improve the service. The Sunderland Central MP has posted the letter on his Facebook page.

The letter stated: “At the outset, I am sorry for the frustration and inconvenience that problems with the lifts, escalators, and toilets have caused passengers using Sunderland Railway Station.

“We recognise that the performance of the lifts and escalators in particular has been far below what it should have been, for which we apologise. Whilst these assets are now in service and being regularly maintained by our lift and escalator team, it has taken too long to get to this point.

“There are clearly lessons for us to learn about how future projects like this should be managed.”

The letter also said National Rail were taking steps to address concerns of damage and misuse at the station.

The director of engineering has also offered to meet with Mr Atkinson to discuss the issues in more detail.

After posting the letter of apology on his Facebook page, Mr Atkinson said: “I’m pleased that Network Rail have now apologised for failures to properly complete the commissioning of Sunderland Railway Station.

“It should not have taken public pressure from me to secure this - or the proper operation of station lifts, escalators and doors.

“I will continue doing what is needed to secure the facilities that Sunderland deserves. I'm clear that a 'functioning' station is not enough - it needs to develop and be a vibrant gateway to the city.

“I'm meeting Network Rail (who own the station) and Northern Trains (who manage it) as part of my ongoing efforts to secure more. Toilets are on the list, but so is decoration, business space, security, activity and events.”