Compliance filing from Markdown to PDF

---
title: Quarterly performance return, first quarter 2026
author: Regulatory reporting
---

# Quarterly performance return

## Filing details

| Field | Entry |
|-------|-------|
| Operator reference held by the regulator | MT-0147 |
| Filing reference | MT-Q1-2026-RET-03 |
| Network | Metro and tram, four lines, 61 stations |
| Period covered | 1 January to 31 March 2026 |
| Due date | 20 April 2026 |
| Date submitted | 16 April 2026 |
| Data taken on | 10 April 2026 |
| Prepared by | Regulatory reporting manager |
| Contact for questions | report@example.com |

The filed copy is sealed with the operator's certificate and archived unchanged alongside the submission record.

## Declaration

The figures in this return are taken from the operations control system and the ticketing platform on 10 April 2026 and cover the period named above. They are prepared on the same basis as the return for the previous quarter. Where a measure depends on a period that ends after the quarter, the earlier quarter is used and the table says so.

One obligation was not met. The reason and the action taken are set out under the table.

## Activity in the quarter

| Line | First quarter 2026 |
|------|-------------------:|
| Scheduled journeys | 418,600 |
| Journeys run | 414,900 |
| Passenger boardings | 38.4 million |
| Customer complaints opened | 9,120 |
| Customer complaints closed | 8,980 |
| Lifts and escalators in service, average | 97.2 % |

## Results against the obligations

| Obligation | Measured on | Required | Result | Met |
|------------|-------------|---------:|-------:|-----|
| Scheduled journeys run | 414,900 of 418,600 journeys | 98.5 % | 99.1 % | Yes |
| Journeys on time, within 3 minutes | 391,300 of 414,900 journeys | 93.0 % | 94.3 % | Yes |
| Complaints answered within 10 working days | 8,710 of 8,980 complaints | 95.0 % | 97.0 % | Yes |
| Step-free access available at step-free stations | 97.2 % of lift hours | 98.0 % | 97.2 % | No |
| Passenger information displays working | 1,214 of 1,230 displays | 98.0 % | 98.7 % | Yes |
| Safety incidents reported within one working day | 212 of 212 incidents | 100 % | 100 % | Yes |

The complaints row is measured on complaints opened in the quarter to 31 December 2025, because ten working days from a complaint opened at the end of March have not yet passed. Every other row is measured on the quarter covered by this return.

## The obligation that was not met

Lifts at step-free stations were in service for 97.2 per cent of scheduled hours against the required 98.0 per cent. The shortfall is almost entirely two lifts at the central interchange, which were out of service for 19 days in February while a replacement drive unit was shipped from the manufacturer.

Two things have changed. From 1 March a spare drive unit of each type is held in the depot, so a repeat failure is fixed in two days rather than nineteen. From 1 April the lift maintenance contract requires a response within four hours at interchange stations. The regulatory reporting manager will report the April and May figures in the next return.

## Signatories

| Role | Statement | Date |
|------|-----------|------|
| Regulatory reporting manager | Prepared this return from the systems named above | 14 April 2026 |
| Director of operations | Approved the return for submission | 16 April 2026 |

*All organizations in the sample documents are invented. Names and figures are illustrative.*