Train Operator’s Training on Track

Northern Trains has overhauled the way it manages the training of its staff to support disabled passengers following an investigation by the Office of Rail and Road (ORR).

ORR found the train operator had failed to deliver the required disability awareness training for its passenger-facing staff, as it commits to do in its Accessible Travel Policy, and did not have adequate oversight in place to make sure staff received the right training.

Northern subsequently provided an improvement plan with 23 actions, which ORR has announced that it has delivered on.

Northern has now:

·       Strengthened responsibility and accountability for staff training

·       Introduced better systems to track who needs training and whether they have completed it

·       Addressed gaps in the training records of existing staff

·       Improved training for new starters and staff needing refresher training

ORR will now return to its regular monitoring of Northern’s disability awareness training, including reviewing information submitted by the operator every quarter.

“Disabled passengers should be able to trust that staff have the knowledge and confidence to provide the support they need,” said Stephanie Tobyn, ORR’s director of strategy, policy and reform. 

“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.”

Northern Trains cover the North of England, connecting more than 500 stations across the Northwest, Northeast, Yorkshire, and parts of the East Midlands.