Member Details:
With over 20 years of proven experience in the rail industry, Carlisle Support Services is a trusted and established provider of people-based services, employing more than 2,000 dedicated frontline colleagues across the UK. We deliver critical customer-facing operations across the full passenger journey, including Customer Service, Retail, Revenue Protection, Cleaning, Train Dispatch, and Security. Our ability to provide these services seamlessly – often in combination – makes us a unique and versatile partner.
We are proud to hold longstanding relationships with the majority of the UK’s Train Operating Companies, which is a testament to our consistent performance, adaptability, and deep understanding of the sector. From major urban commuter networks to regional and intercity operations, we tailor our solutions to meet the specific needs of each client and location, driving improvements in safety, efficiency, and passenger satisfaction.
At the heart of our approach is a commitment to true partnership. As a consultative facilities management provider, we work alongside our clients to co-create sustainable, forward-looking service models that deliver measurable outcomes. We prioritise innovation and operational excellence, continuously reviewing performance to ensure the services we provide evolve with the needs of the railway and its users.
Our people-first approach is backed by proven systems and insights. We use data-led reporting, workforce planning tools, and sector-specific training to ensure our colleagues are not only equipped to meet the demands of their role but also empowered to represent our clients’ values with pride and professionalism.
In addition to our core people-based services, we have recently and successfully mobilised a full Hard FM service for one of our key clients in rail. This strategic expansion demonstrates our capability to deliver integrated facilities management solutions across complex, safety-critical environments. The mobilisation was delivered to time and budget, with zero disruption to live rail operations – showcasing our ability to scale and adapt while maintaining the highest standards of compliance, safety, and service delivery.
We specialise in converting traditional soft service streams into professional, insight-led solutions that add tangible value. Whether it’s reducing fare evasion through targeted revenue protection initiatives, enhancing cleanliness standards through real-time performance monitoring, or increasing visibility and reassurance through uniformed Travel Safe Officers, we bring strategic thinking to frontline delivery.
Our service models are flexible, responsive, and aligned to industry and customer needs. We understand the challenges our clients face – from regulatory compliance and operational disruption to cost control and customer expectations – and we shape our solutions to support them in overcoming these.
Carlisle Support Services is proud to be a supplier of choice across the UK rail sector. Our commitment to partnership, innovation, and service excellence ensures we continue to deliver high-impact results; supporting a safer, cleaner, and more customer-focused railway for all.