Customer Report

As part of our commitment to keeping you up to date with our performance and progress, we prepare a Customer Report twice a year. You can download the most recent one which closes off our reporting of the financial year 2024-25 across the key areas of performance, customer satisfaction and accessibility.

You can also find previous customer reports on this page which also include the following:

• Customer experience initiatives
• Service quality results
• Our stations, including updates on accessibility and buying tickets
• Customer service update
• Sustainability at SWR

Additionally, we have also prepared an update which recognises the progress made since our transfer to public ownership and what is still to come as we enter a new era for both South Western Railway and the rail industry at large. You can download this document, titled ‘Looking Forward to 2025-26’ below.

If you would like any of these documents emailed to you, or to request a physical copy, please click here and submit a request.