Upgraded help point units,
more frequent inspections, and
improvements to connectivity at unstaffed and
remote stations are among the changes being delivered
following the Office of Rail and Road's 2024 report,
which identified weaknesses in reliability and
inconsistent monitoring of service quality across the
network.
For passengers, help points are often the only way to speak
to a human for assistance when station staff
are unavailable, and it is the responsibility of station
operators to ensure they are working and that calls are answered.
After assessing various data, including from
station operators responsible for help points at more
than 2,500 stations in
Britain, ORR highlighted that not all station
operators have systems and processes in place to
reliably operate their help points, or reliably
answer calls from them. ORR also raised concerns
about help points at remote stations which might
be affected by poor mobile coverage.
In response to ORR's recommendations, 21 station operators
reviewed their monitoring and maintenance arrangements. Nearly
half have introduced, or are introducing, newer models
of help point, with better functionality. These
upgrades enable quicker identification of faults,
faster repairs, and more transparent performance
reporting.
Northern Trains and Transport
for Wales, which ORR said faced the
greatest challenges, are making
improvements that ORR is
continuing to monitor, including upgrading or
renewing help point units at rural
stations prioritised because of poor connectivity.
ORR recognises the progress made but expects operators
to maintain this momentum. There is
still some way to go. ORR will continue
to collaborate with governments
to monitor performance data and engage with industry to
ensure improvements are sustained.
Stephanie Tobyn, ORR's director of strategy, policy and
reform, said:
“Help points are a vital back-up for passengers, particularly
where stations are unstaffed or connectivity is limited. They
must be reliable and ready to use whenever they are needed.
“We have seen positive steps from operators following our review,
but sustained focus is essential to ensure these improvements
translate into consistent, dependable support for passengers
across the network.”
Notes to editors
Update report
on monitoring the availability of help points at
stations
Reliability of help points
at stations (2024)
The work forms part of the seven priority
areas identified in the UK Government's Roadmap to
an accessible railway, which sets out accessibility
improvements to be delivered ahead of the establishment of Great
British Railways (GBR), with the aim of creating a more inclusive
and accessible rail network.
ORR holds station operators to account against requirements in
relation to help points that are set out in
operator licences and in health and safety legislation.
The primary regulatory tool is the Accessible Travel Policy
(ATP) licence condition, which includes the requirement
for passengers to be able to request assistance or
access service information from a help point or freephone number
at stations where station staff are unavailable.
