Northern strengthens disability awareness training after rail regulator investigation
Northern Trains has overhauled the way it manages staff training to support disabled passengers following an investigation by the Office of Rail and Road (ORR) earlier this year.
The rail regulator found that Northern had failed to deliver the required disability awareness training for its passenger-facing staff, despite committing to do so in its Accessible Travel Policy.
The ORR also found that the train operator did not have adequate oversight in place to ensure staff received the appropriate training.
Northern subsequently submitted an improvement plan containing 23 actions, all of which have now been completed, according to the ORR.
As part of the improvements, Northern has strengthened responsibility and accountability for staff training and introduced better systems to track which employees require training and whether they have completed it.
The operator has also addressed gaps in the training records of existing staff and improved arrangements for new starters and employees requiring refresher training.
The ORR will now return to its regular monitoring of Northern’s disability awareness training, including reviewing information submitted by the operator every quarter.
Stephanie Tobyn, ORR’s Director of Strategy, Policy and Reform, said: “Disabled passengers should be able to trust that staff have the knowledge and confidence to provide the support they need.
“Our investigation found serious weaknesses in Northern’s management and monitoring of disability awareness training. Northern has responded positively, completing all the actions we required and putting clearer accountability and stronger checks in place.
“We welcome these improvements and will continue to work with Northern to ensure they are sustained.”
Customers travelling with Northern can ask members of staff for a Radar key if they need it to use an accessible toilet.
