National Helpline

We are here to answer your questions or help with any problems caused by the railway.

Contacting the National Helpline

Train tickets, ticket refunds, timetables, running times, engineering works and service alterations –

Please contact National Rail Enquiries on 08457 48 49 50. You can also find more information about these subjects in the For Passengers section of this website.

Any other questions about the railway -

You can find the answers to the most frequently asked questions (FAQs) about the railway in our factsheets.

The easiest way to contact us is by telephone on 08457 11 41 41.

Or you can use the email form on this website.

Please note that Community Relations cannot respond to enquiries regarding timetabling, ticket pricing or the running of trains. Such enquiries should be directed to National Rail Enquiries on 08457 48 49 50.

You can also contact us in writing at:

Community Relations
Network Rail
Kings Place
90 York Way
London
N1 9AG
Fax: 020 3356 9245

How we will help you if you have a question

Often, people want to know why we manage the railway in the way that we do. For example, we are regularly asked why we cut down trees beside the railway tracks or what we are doing to prevent vandalism & trespassing.

Please click below for answers to some of the most frequently asked questions:

• Buying a House or Land Next to the Railway
• Employee & contractor behaviour
• Fencing
• Graffiti
• Level Crossings
• Litter and flytipping
• Maintenance and Engineering Work (day & night)
• Noise
• Railway Communications Systems Masts
• Plants, trees & animals 
• Trespassing & vandalism

If you want more information about these issues or any other issue, please contact the National Helpline on 08457 11 41 41.

How we will help you if you have a problem caused by the railway

Sometimes, people need our help. For example, if we have accidentally knocked down their back fence during some maintenance work then they need us to fix it.

Our Community Relations Team responds to problems which cannot be solved in one telephone call. They may even arrange for someone to visit the scene to investigate the situation and, if necessary, fix the problem.

All our work has to be prioritised and safety-critical work always comes first. For example, a shopping trolley on the tracks will be dealt with immediately but it can take a while for us to clean up graffiti. Some problems are complicated and we may need to bring in special equipment or check that conditions are safe for our workers. This can take some time to do properly.

How we will respond to your question or problem

Our National Helpline is here 24 hours a day, 365 days a year to answer your questions and help with any problems caused by the railway. If we cannot give you an immediate answer, we will take your name, address & telephone number and get back in touch as soon as we can.

If you are not happy with our response to your question or problem, then you can complain using our complaints procedure.