About Southeastern
Southeastern operates passenger services across South East England, connecting London, Kent and parts of East Sussex. With more than 165 stations, 540 miles of track, and the UK’s only domestic high-speed rail service, it supports over 500,000 passenger journeys each day. The company employs around 4,500 people, including a significant shift-based and frontline workforce. The Department for Transport Operator owns Southeastern, operating it in the public interest with a focus on accountability, reliability, and value for money.
With a large shift-based workforce, Southeastern needed a wellbeing solution that could meet the unique demands of their operations.
Unplanned absences derailing more than a days work
Southeastern, one of the UK’s busiest rail operators has around 4,500 employees and more than 500,000 passengers relying on its services daily. Staff absenteeism was directly leading to train cancellations, disrupting passenger journeys and impacting revenue. A single absent driver could result in up to five cancelled trains, affecting over 5,000 travellers.
Although Southeastern had a traditional Employee Assistance Programme (EAP) in place, engagement was low and it failed to meet the needs of a diverse, shift-based workforce. A clear disconnect existed between the support offered and the operational demands of a service prioritising safety, timeliness, and resilience.
Getting wellbeing back on track with Sonder
To address this, Southeastern partnered with Sonder, a modern employee care platform designed specifically for shift-based and frontline teams. The platform provides:
- 24/7 access to physical, mental health, and safety support, ensuring employees feel cared for at all times.
- Clinician-led triage and early intervention to address issues before they escalate.
- Mobile-first, on-demand care accessible via app, phone, chat, or self-service, making support easy to access.
- The system delivers real-time crisis response, averaging response times under 10 seconds to provide immediate assistance when it’s needed most.
Sonder’s integration also supports data-led absence management, allowing Southeastern to respond quickly and proactively to employee health concerns. The system tailors itself to the complex needs of a dispersed workforce, enhancing visibility and engagement across all roles—from drivers and conductors to station staff.
“Sonder gives our teams fast, trusted access to care, whether it’s health-related, emotional, or promoting personal safety.”
Head of HR Shared Services at Southeastern
Wellbeing now full-steam ahead for Southeastern
The impact was immediate and meaningful:
- Within two months, 20% of Southeastern’s workforce engaged with Sonder—far exceeding the 2–5% average for traditional EAPs.
- 50% of those who engaged accessed counselling services, and 1 in 3 reached a GP, highlighting the platform’s accessibility and demand.
- A single intervention for a minor head injury saved £5,600 in costs. The employee safely returned to work after one day.
The platform has also received strong union support, especially among drivers, and is helping to shift the culture from reactive support to proactive, preventative care.
Southeastern is working with Sonder’s insights team to inform workforce planning. Together, we’re embedding wellbeing as a strategic and operational priority.
“Sonder integrates preventative, data-led care directly into our operations, cutting response time, reducing risk and strengthening workforce resilience.”
Occupational Health and Contracts Manager at Southeastern
Southeastern’s partnership with Sonder demonstrates how proactive, data-led care can transform workforce wellbeing and operational resilience.
To find out how Sonder can help you reduce risk, improve productivity and save on absenteeism costs, get in touch today.
