Northern Rail Limited is committed to providing excellent customer service for disabled passengers, ensuring they enjoy the best possible access and journey comfort when travelling with us.
We acknowledge that under the social model of disability, it is the environment that leads to difficulty for disabled people accessing our services. We will look at ways to remove those barriers so that everyone has the same rights of access. Improving access and facilities is also of benefit to passengers with pushchairs or bulky/heavy luggage.
We will seek to continuously improve the way services and facilities are delivered to disabled passengers. This Disabled People's Protection Policy (DPPP) is a living document and will be reviewed and updated annually.
We will comply with the requirements of the Disability Discrimination Act 1995 and the amendments under the Disability Discrimination Act 2005 (DDA).
The quality and fitness for purpose of our stations and trains in providing access for passengers with disabilities is varied. However station improvements, when being planned, will be based on the needs of all our passengers.
We endorse and are committed to adopting the services, standards and guidance contained in the Department for Transport (DfT) Code of Practice entitled 'Train and Station Services for Disabled Passengers - A Code of Practice 2002' and the National Rail Good Practice Guide, 'Passengers with Disabilities', published by the Association of Train Operating Companies (ATOC).
We make every effort to ensure facilities are designed to meet the standards in the Code of Practice in relation to
We undertake to consult with the Passenger Transport Executives (PTEs), Disabled Persons Transport Advisory Committee and Passenger Focus, and will obtain the approval of the DfT before implementing changes to this Policy. Our management team will actively engage with disabled people, organisations of disabled people, councils and health care organisations, and will strive to improve accessibility to our network.
Should any facilities need to be permanently removed or discontinued, we will consult with the DfT, giving at least three months' notice of the removal. Should any withdrawal of services be necessary, either permanent or temporary, we will use our best endeavours to arrange reasonable alternative services and facilities.
We will make our DPPP Statement of Policy freely available to all passengers in a range of formats upon request. Each station will display the address at which a copy of the Statement of Policy may be obtained.
We maintain a database of station accessibility at all our stations via the National Rail Enquiries (NRE) database 'Knowledgebase'. This information is available to passengers at station ticket offices and by telephone to customer relations on 0845 600 8008 or textphone 0845 604 5608, or on our website www.northernrail.org.
The Managing Director of Northern is responsible for ensuring that all the commitments outlined in this policy are carried out and for representing the interests and needs of disabled people when any major modifications to rolling stock and station facilities are considered. In all improvement schemes, the needs of people with disabilities will be included in the planning process with the aim of ensuring that the facilities provided are accessible to everyone.
We aim to provide stations that are as accessible and convenient as possible to all users. Should any new stations or significant building work be planned, they will be undertaken in conjunction with Network Rail to ensure the design standards that are specified in the Code of Practice are followed. When modifications are made to existing buildings as much of the recommended specification as possible will be incorporated. If this is not possible the DfT will be informed.
Free parking places are reserved for disabled drivers holding international blue permits at all our stations with a formal car park. We will monitor use of bays to ensure non-disabled drivers do not park in designated spaces, and also that sufficient spaces are provided for disabled drivers. To help with this, holders are required to clearly display their blue badge. As existing car parks are refurbished, free parking spaces will be provided for blue permit holders where possible and all new car parks will have specific places for them.
We are committed to the nationally recognised Assisted Passenger Reservation System which is available to passengers travelling anywhere on the national rail network. Disabled passengers using the service can therefore make arrangements for assistance at all stations with a single telephone call, email or fax. We are committed to help develop the National Reservation System (NRS) being implemented by ATOC.
Passengers requiring assistance are strongly recommended to make arrangements at least 24 hours in advance of travel. When passengers choose not to notify us of their travel requirements in advance, our staff will try to assist where possible. Passengers should allow extra time in these circumstances, particularly when making a connecting journey.
We consider that development and training of management and staff is a key component to the success of the company. We ensure that the training set out in the Code of Practice is included in our overall staff training.
We consider the health, safety and welfare of all passengers with additional requirements in all emergency situations both on stations and trains. We have devised, and trained our customer-facing staff to implement special procedures for evacuating disabled passengers from both trains and stations in the event of an emergency.
Download the Northern Rail Passenger's Charter PDF:
Northern Rail Passenger's Charter (2MB)
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