13.11.17
Southern DOO trains comply with disabled passenger policy, ORR states
Following a period of monitoring, the ORR is satisfied that Southern has continued to comply with its Disabled People’s Protection Policy following its move to driver-only operated (DOO) services.
The regulator has concluded its review of Southern train’s customer service for disabled passengers and decided that the TOC is still complying with safety standards even without a second member of staff.
For more than a year, rail union the RMT has held strikes over Southern’s move to driver-only operated trains, which it says will compromise passenger safety and could cause issues for disabled passengers.
The ORR first started to engage with the train operator ahead of its planned changes to staffing arrangements in January 2017, to assess whether it could remain compliant with its policy in instances where there was not second person on a train to assist a passenger who required assistance.
In the period between February and May, this affected 48 passengers, but review found that Southern made alternative arrangements and all of these passengers successfully completed their journeys.
In order to continue to meet the requirements in its Disabled People’s Protection Policy, the train operator introduced a shift coordinator to ensure sufficient availability of staff to provide assistance, and reviewed the training of agency staff on the use of ramps.
A dedicated team has also been implemented to help passengers via help points in stations.
Stephanie Tobyn, deputy director of consumers at ORR, said: “All passengers deserve to travel with confidence. Southern has responded well to our concerns and made improvements.
“It is important that all train companies continually work to make it easier for everyone to travel by train.
“That is why we will be talking to industry and disability groups about areas we will outline for potential improvement.”
ORR is due to publish its research findings about the experience of passengers who receive assistance from train companies shortly, and says that it will consult with industry and disability groups to identify areas for improvement.
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