Southeastern’s new lost property scheme sees 144% boost in reunited items

A set of church keys, a trumpet, and even an insulin pen were among nearly 5,000 lost items successfully returned to their rightful owners, thanks to the success of Southeastern’s new Lost and Found scheme.

With more than 138 million journeys made on Southeastern services last year, it’s perhaps no surprise that 19,381 forgotten items were retrieved from trains and stations. These ranged from the everyday to the downright mystifying—like an antique glass owl. 

Thanks to the new system, nearly 25% of lost items were reunited with their owners—a dramatic increase from just 10.4% previously.

Aaron Cox, Southeastern's lead for lost property, said:  

“This is a brilliant example of how a simple change can make a big difference to our customers.

“We’ve seen not only a dramatic increase in the number of items returned to their rightful owners, but also a real boost in customer confidence. It’s quicker, more secure, and easier to use.”

The system uses unique QR codes to tag and track lost items. Staff log key details into a secure digital database, which is then automatically matched with information provided by customers through a quick and easy online form.

At the core of this success is the Lost Property Office at Cannon Street and its network of 23 hub stations, each equipped with QR tagging technology and supported by trained Lost and Found Champions—staff dedicated to assisting with lost property enquiries.

 The system also includes automated fraud detection and is fully GDPR compliant, giving customers peace of mind.

Every day, staff at the Lost Property Office and Lost and Found Champions work behind the scenes to secure and catalogue misplaced items. And the finds have been nothing short of eclectic.

 Since the system launched, returned items have included:

• Five trumpets
• An antique glass owl
• Several tents
• A snooker cue

The system has also revealed new insights into customer behaviour. September was the busiest month for lost property, with 111 items found in just one week. The most forgetful areas were:

• London – 5,762 items found
• Tonbridge/Hastings – 3,672 items
• Ramsgate – 2,231 items

Among the most commonly misplaced belongings were:

• Backpacks – 2,056
• Mobile phones – 1,745
• Glasses – 670

As Southeastern continues to modernise its services, we are committed to making sure our passengers are supported at every step of their journey—even when they leave something behind.

ENDS

Notes to editors 

Year to March 2025: 

Need to report a lost item?

Fill out our quick and easy online form. If we find something matching your description, we’ll contact you so you can collect it from our Lost Property Office at London Cannon Street (next to Platform 1).

📍 Opening Hours:
Monday to Friday, 8am – 6pm
Please note: collection charges apply.