The first station to be upgraded under Govia Thameslink Railway’s (GTR) new Model Stations concept is already delivering tangible results, with customer satisfaction at Enfield Chase rising to an impressive 93%.
The Model Stations initiative has been developed to provide a clear, structured approach to the future modernisation of stations across the network. It sets out customer-focused standards covering everything from station design, accessibility and safety, through to staff training, customer service and the overall passenger experience.
At Enfield Chase, these principles are now visible on the ground. The station environment has been simplified to improve wayfinding, while investment in inclusivity and accessibility has created a more welcoming space for all passengers. Crucially, frontline staff at the station have completed GTR’s new Great Journey Makers training programme, equipping them to deliver consistently high standards of customer service.
Enfield Chase is one of three London stations selected to pilot the concept, alongside Elstree & Borehamwood and Gipsy Hill. Together, the trio has been chosen to showcase what can be achieved at stations with differing levels of step-free access, ensuring the learnings are applicable across a wide range of locations.
The trial aligns closely with GTR’s wider strategic objectives: delivering a reliable and dependable service, driving improvements for both passengers and the wider rail industry, while maintaining a strong focus on efficiency and value for money for the taxpayer.
GTR Chief Customer Officer Louis Rambaud said:
“We want to create a blueprint for stations across the country, one that creates environments that passengers find welcoming, clean and comfortable, safe, secure, digitised, accessible and inclusive with ‘model staff’ serving their communities and customers.
“We can’t transform the UK’s entire network of stations in one go but creating a clear outline of expected outcomes will ensure that future investment is spent wisely and efficiently, delivering the best outcome for taxpayers and passengers alike.
“Key to the success of the model stations concept are the people who work at them. We have brilliant teams at each of our three pilot stations who have been through our new Great Journey Makers training programme, and we want to promote their amazing attitudes. We’ll be inviting our managers to visit the three completed locations as they come online, to take pictures and consider how they can bring their stations up to a similar standard.”
Importantly, the programme is not solely about capital investment. GTR is clear that many improvements can be delivered quickly and cost-effectively by viewing stations through the eyes of passengers and working more closely with local partners.
“And this is not just about monetary investment. Significant improvements can be made right away at low cost simply by looking at stations through the eyes of our customers. For example, working with community groups like station partners makes a huge difference and really helps root stations within their communities through a range of locally led customer focused initiatives.
Community involvement has been a key feature at Enfield Chase. Station partners and the Enfield Society have worked together to install striking platform artwork celebrating the borough’s history and heritage, reinforcing a sense of place and arrival for passengers.
Feryal Clark, MP for Enfield North, welcomed the changes, saying:
“I am very pleased to see the improvements. The work looks great and will make a noticeable difference for passengers, helping to create a safer, more welcoming and more accessible environment.”
John Cole, co-chair of the Enfield Society, added:
“Enfield Chase station is a wonderful example of what community action can achieve. This platform art is not just decoration; it’s about pride of place and a sense of arrival. That same welcome has now been extended through the excellent work by Great Northern.”
As the next two pilot stations come on stream, GTR hopes the Model Stations concept will act as a practical blueprint for continuous improvement across its estate – demonstrating how consistent standards, staff development and community partnership can deliver meaningful change for passengers and pride for those working on the railway.
Image credit: GTR
