Chiltern Railways.
Disabled People’s Protection Policy (Revised July 2007)
Contents:
1 Introduction
2 Managing Director’s Policy Statement
3 Overview
4 Detailed Arrangements
• On going requirements.
• Pre-train.
• Car Parking.
• Disabled Persons Reporting System.
• Boarding the Train.
• Service Disruption on Trains.
• On Train Environment.
• Interchange with other Modes of Transport.
• Consultation.
5 Communication
6 Management Arrangements
Appendices
Appendix A: Map showing Chiltern Railways’ line of route.
Appendix B: Summary of Accessibility of stations at which Chiltern Railways trains call
Appendix C: Taxi Policy.
1. Introduction.
Our Mission Statement.
“To be the Best Passenger Railway in the U.K.
All day, every day, we aim to offer a safe, reliable, welcoming and value for money service. Our business will prosper because customers use us repeatedly and recommend the service to others.”
1.1. Chiltern Railways is a growing business, making our services easy to use has been a major factor in our growth. We believe that making travel by passengers with special needs as easy as possible, within the constraints upon us, will be beneficial to all passengers and to the overall development of the business.
1.2. We will do our best to ensure that passengers with disabilities can travel comfortably. This document, our Disabled People’s Protection Policy, sets out the Company’s approach to meeting the requirements of the Department for Transports “Code of Practice “Train and Station Services for Disabled Passengers” and the Disability Discrimination Act 1995. The document describes the arrangements for implementing our Policy and gives details of facilities at stations.
1.3. Chiltern Railways recognizes the broad range of rail passengers who need extra help, and will make the best practicable provision to meet their requirements. This not only applies to people who travel in wheelchairs, but also:
• Those with visual or auditory impairments or learning difficulties.
• Those whose mobility is impaired through arthritis or other temporary or long term conditions.
• Older people.
• Those accompanying children in pushchairs.
• Passengers requiring assistance with luggage.
1.4. This policy should be interpreted to embrace the needs of all passengers who need extra assistance.
2. Managing Director’s Policy Statement.
I am committed to making travel on Chiltern Railways as easy as possible for all passengers who need extra assistance. I believe that this commitment can be delivered through implementing the following policy:
• Chiltern Railways recognizes that most improvements to access and the quality of service for passengers who need extra assistance enhances other passengers’ journeys also.
• Chiltern Railways will not discriminate against passengers who need extra assistance and is committed to making their journeys as comfortable and trouble-free as possible.
• Chiltern Railways will operate and publicize a system, which enables passengers who need extra assistance to make travel arrangements in advance and will allow us to provide the most practicable level of support. We aim to accommodate turn-up-and-go travel needs at our principal stations.
• Chiltern Railways will maintain and where reasonably practicable improve accessibility at stations. We will prioritize improvements at principal and staffed stations to offer a wide range of facilities and services to passengers.
• Chiltern Railways endorses and is committed to adopting the services, standards and guidance contained in the DfT’s Code of Practice “Train and Station Services for Disabled Passengers”. Constraints imposed by our existing facilities and finance, means that improvements to stations and trains will be a phased process. This recognizes that whilst some alterations might be straightforward and will occur in the short term, some improvements might require the refurbishment of trains or redevelopment of stations. The Company will apply for a dispensation where it is not practicable or possible to comply with the requirements of the DfT’s Code in full.
• Chiltern Railways’ staff will, wherever physical capabilities allow and wherever practicable, assist passengers who need extra assistance both on stations and to board and alight trains. Wheelchair ramps will be provided at our staffed stations and staff at those stations will be trained in their use.
• Chiltern Railways will arrange disability awareness training for all customer facing staff. Details of the training programme can be supplied on request.
• Chiltern Railways will co-operate with other train operating companies to ensure that passengers with special needs can make journeys across the national rail network.
The Head of Business Planning, who reports directly to the Managing Director, is responsible for developing and maintaining the Chiltern Railways Disabled People’s Protection Policy. The Head of Retail, Engineering Director and Operations Director are responsible for the implementation of this policy and the day-to-day management of the associated arrangements and procedures.
Adrian Shooter– Chairman. May 2007
3. Overview of Chiltern Railways.
3.1 Chiltern Railways operates passenger rail services between London Marylebone and Aylesbury via Amersham, and between London Marylebone, Stratford-Upon-Avon, Birmingham Snow Hill, and Kidderminster via High Wycombe and Banbury. The attached map shows the extent of our route and the stations served.
3.2 Chiltern Railways’ rolling stock comprises a single Class 121 unit, Class 165 and Class 168 Turbo diesel trains.
• The Class 121 train has been refurbished and was introduced in March 2003 to operate in the peaks between Aylesbury & Princes Risborough.
• All Class 165 vehicles in service have space for wheelchairs.
• Our modern Class 168/1 & 2 trains comply with the Rail Vehicle Accessibility Regulations (RVAR). One carriage of each Class 168 set comprises a space for wheelchairs and a fully accessible toilet.
• We will ensure that any new build trains brought into service will comply with the RVAR and the DfT’s Code of Practice.
3.3 Access to some platforms is still not easy for some passengers. Furthermore some stations are unstaffed or are staffed for only part of the day. Chiltern Railways’ services south of Banbury are Driver Only Operated (DOO), and Customer Service Inspectors (our name for Conductors or Guards) do not travel on all of our trains as a matter of course.
3.4 We strongly recommend that passengers give us 24 hours’ notice if staff assistance is required at stations. This ensures that staff are located where they are needed.
3.5 The Summary of Accessibility of stations at which Chiltern Railways trains call set out at Appendix B describes the level of accessibility at stations.
3.6 Other operators manage two sections of the Chiltern Railways’ route:
• London Underground Limited (LUL) Metropolitan Line operates the line and stations from Amersham to Harrow-on-the-Hill.
• Stations north of Banbury (with the exception of Leamington Spa, Warwick, Hatton, Lapworth, Warwick Parkway & Birmingham Moor Street, which are operated by Chiltern Railways) to Stratford-Upon-Avon and Kidderminster are operated by London Midland.
3.7 These organisations are responsible for providing facilities for passengers with special needs at stations on these routes. Chiltern Railways will liaise with these and other operators in making arrangements for travel by passengers who need extra assistance and in the development of facilities. However, we are only directly responsible for the facilities on the services and stations under our direct control.
4. Detailed Arrangements.
On Going Requirements.
4.1 We will monitor the effectiveness of this policy. The policy will be reviewed and submitted to the DfT annually (on the anniversary of the approval date) to ensure that the document continues to reflect current legislation and best practice. This will ensure that the provision of services to passengers is continuously improved. In the event that the service we offer falls below our usual standards we will take steps to prevent reoccurrences of poor service.
Strategy for the Implementation of Plans and Policies.
4.2 Improvements to Chiltern Railways’ stations and services for passengers are set out in the Summary of Accessibility of stations at which Chiltern Railways trains call at Appendix B. The Head of Business Planning is responsible for maintaining the matrix and monitoring improvements. When necessary we will consult with Passenger Focus, London Travel Watch, Chiltern Passenger Board, disabled passengers and station staff to ensure that the proposed improvements meet passengers’ needs.
4.3 We will use the expertise of John Laing Projects and Developments to design and construct the improvements necessary to achieve level access to stations and facilities for disabled passengers.
4.4 Improving services and facilities for passengers is a requirements of our 20-year franchise signed with the SRA in February 2002. Our strategy to implement improvements will be influenced by the following franchise commitments:
• Providing Assistance. We strongly recommend that passengers give 24 hours’ notice if assistance is required. We aim to accommodate passengers where a shorter notice period has been given. We can offer assistance from first to last train at our principal stations. At our listed staffed stations staff are generally available from 0600 to 1900.
• Level Access at our staffed stations, where step free access to all platforms is not available, we will arrange for passengers with disabilities who are unable to access station platforms to be transported (usually by taxi) to the next accessible station or most suitable intermediate point.
• DfT have acknowledged that it is not possible to provide step free access to all platforms used by the service at South and West Ruislip, Sudbury Hill Harrow and Sudbury Harrow Road, Saunderton, Kings Sutton, Warwick and Wendover at a reasonable cost given the level of usage of these stations and their physical configuration.
• Parking for Disabled Passengers. We will provide at each Chiltern station car park at least two dedicated parking spaces for disabled badge holders. These spaces are as near to the station entrance as practicable. We will monitor the usage of these spaces and increase provision if there is demand.
• Guide for Disabled Passengers. We will publish a guide for disabled passengers, which will set out the facilities available, and the level of accessibility at each station. The guide will incorporate a concise version of this document.
• Wheelchair Ramps. We will provide wheelchair ramps at our staffed stations to enable Chiltern staff to assist passengers to board and alight from trains. Ramps are also available at London Underground stations on the Chiltern route.
4.5 Improvements to our trains. The Class 165 trains in passenger service feature:
• An area with tip-up seats, which will facilitate the carriage of passengers in wheelchairs. The tip-up seats are available for passengers to use when wheelchair users are not using the ‘flexible space’. Wheelchair users, even if they have not booked for assistance, have absolute priority in such spaces over bicycles, prams etc.
• Improved seats with better lumbar support.
• Updated passenger information screens and public address system.
• CCTV.
• New flooring and grab-handles all coloured in a suitable manner to ensure easy identification by passengers with impared vision.
• New easy to read interior signage.
• Repainted exterior to ensure clear visual recognition of train doors.
• Better lighting
4.6 Our modern Class 168/1 & 2 trains comply with the Rail Vehicle Accessibility Regulations (RVAR). The RVAR is a set of regulations to ensure that particular accessibility features are onboard our trains to ensure that we can accommodate disabled passengers. One carriage of each Class 168 set comprises a space to ensure that wheelchair users can travel in comfort, with access to a fully accessible toilet. We will ensure that all new build and refurbished trains brought into service will comply with the RVAR and the DfT’s Code of Practice.
4.7 Chiltern Railways is committed to a continually improving our stations, with a particular focus on accessibility. An example of this is our recently installed lift at Wembley Stadium station.
4.8 Unless dispensations are granted, the detail of these schemes will comply with the guidance set out in the DfT’s Code of Practice, which is designed to protect passengers interests.
At the station.
4.9 Stations managed by Chiltern Railways have been divided into three categories:
• Principal Stations. These are Marylebone, High Wycombe, Aylesbury, Banbury, Leamington Spa, Warwick Parkway and Birmingham Moor Street. These stations offer an excellent range of passenger facilities and staff are on hand to offer assistance from the first to last train.
• Staffed Stations. These are Denham (lifts to be provided in 2007) Gerrards Cross, Beaconsfield, Princes Risborough, Haddenham & Thame Parkway, Bicester North, Great Missenden and Stoke Mandeville. These stations are staffed for most of the day, usually from about 0600 to 1900. Our pocket timetable booklet gives comprehensive details of ticket office opening hours. We strongly recommend that passengers requiring assistance at these stations give us 24 hours notice of their intention to travel.
• Unstaffed Stations and stations with limited staff coverage. These are all our other stations. At these stations we will publicise the location of the nearest Principal / Staffed Station, and advise passengers of the best method of travelling to that station. On those occasions where disabled passengers cannot travel between their local and closest accessible stations we will arrange connecting transport (such as an accessible taxi) at no extra cost to the passenger.
4.10 Station access information is stored on a database; passengers and other operators can access the information on request. The database and all relevant ancillary information is made available to the National Rail Enquiries, all other licensed operators, and is suitable to be accessed by the Rail Journey Information System, Transport Direct or any future information system.
4.11 The Head of Marketing is responsible for updating the information on the database within 24 hours of notification of a passenger facility being out of order. The Station Standards Manager will aim to restore facilities to full working order at the earliest opportunity.
4.12 The database is available to all passengers at Booking Offices, on the web site (www.chilternrailways.co.uk), by telephoning Customer Services on 08456 005165, Textphone 08457 078051 or by writing to Chiltern Railways, Western House, 14 Rickfords Hill, Aylesbury, HP20 2RX. In emergency passengers can use help points on stations to obtain advice about the level of facilities at stations.
Car Parking.
4.14 Car parks at our staffed stations are managed on our behalf by Vinci. This means that our car parks are secure and that staff are on-hand to assist passengers. Priority car parking spaces (at least two of which are designated blue badge spaces) are available at our car parks for disabled passengers. Car Park staff ensure that disabled passengers only occupy priority parking spaces. Car Park staff monitor usage of the car park (including the use of priority spaces) on a daily basis. Where necessary we will increase the number of disabled parking bays to meet demand. Chiltern Railways provides free parking for those passengers displaying a valid blue disability badge. We provide monitoring data on the use of all parking at each station to the DfT on a monthly basis.
Assisted Passenger Reservation Service (APRS)
4.15 We strongly recommend that passengers requiring assistance give us 24 hours notice of their travel requirements. At times when our own staff are not available we will arrange for Vinci car park staff to assist passengers. We will ensure that:
• Details of the times between which assistance can be provided at stations and on trains will be shown on the APRS.
• Assistance can be arranged, including help with luggage, at Principal Stations from the first to the last train. Elsewhere we strongly recommend that passengers give us 24 hours notice. Providing assistance is free of charge.
• APRS is notified within 24 hours when passenger facilities at stations and on trains are out of order.
• When assistance has been booked staff will be present on the platform to meet the train. Chiltern Railways will arrange for an accessible taxi if required.
• Assistance can be booked by telephoning 08456 005165 (available from 0700 to 2000) or Textphone 08457 078051.
Station Access.
4.16 Our three station categories are: Principal Stations, Staffed Stations and Unstaffed Stations. Priority will be given to improving the standard (in accordance with our Franchise commitments) of Principal Stations so that they have the following facilities:
• Ticket office or station / platform staff present from the first to the last train.
• Ramps to allow passengers to board and alight from trains.
• Step-free access to all platforms.
• Accessible covered waiting areas.
• Accessible toilets.
• Accessible refreshment areas.
• Induction loop voice amplification systems at the ticket office.
• Dedicated car parking.
• Luggage trolleys.
• Local announcements.
• Public address and customer information screens on all platforms.
4.17 The audit of Chiltern Railways’ stations has identified the extent to which facilities need to be provided or improved. Chiltern Railways, in consultation with the DfT, Passenger Focus, London Travel Watch and Rail User Groups on the Chiltern route, will prioritise this work to benefit the majority of passengers at the earliest opportunity.
4.18 Additionally we will ensure that:
• Passengers will be notified locally (notices at stations and the local media when disruption is long-term) and via the web site (in addition to APRS) when the level of accessibility is less than that normally provided (i.e. that listed in the station data base). Passengers will be advised of the timescale to rectify the problem. For these events we will transport passengers to the nearest accessible station.
• Where ticket gates are unstaffed, gates will be locked open.
• We will not close station entrances where this would lead to a reduction in access for disabled passengers.
• Our new ticket machines have the facility to issue tickets using the Disabled Persons Railcard. In planning locations for our ticket machines we have had regard to the convenience and comfort of all passengers.
• Where services or facilities for disabled passengers are removed or temporarily unavailable we will provide accessible alternatives.
Boarding the Train.
4.19 Chiltern Railways’ rolling stock comprises:
Class 165 vehicles. These vehicles have been in service on the Chiltern Railways network since 1989 and predate the RVAR. However these trains have been extensively refurbished. Class 165 vehicles are eligible for use on all sections of the Chiltern network.
Class 168/0, Class 168/1 & Class 168/2 vehicles. The 168/1 and 168/2 vehicles comply with the RVAR. The 168/0 vehicles predate the current version of the RVAR.
Class 121 vehicle. This refurbished vehicle will operate on the Aylesbury to Princes Risborough branch line. The vehicle is not designed to accommodate wheelchairs. Chiltern Railways will provide accessible taxis for wheelchair users who are unable to travel on this vehicle.
4.20 Boarding ramps. Station staff are trained to use boarding ramps, which are available at all Principal & Staffed stations. We strongly recommend that passengers requiring assistance give us 24 hours notice of their travel arrangements. Subject to the availability of staff we will accommodate passengers who arrive at staffed stations without giving prior notice. We will advise passengers requiring assistance to travel to/from their Principal Station where a full range of facilities will be available and staff will be present to offer assistance. Ramps are available at unstaffed stations and may only be used when a member of staff is present. For safety reasons, passengers must not operate boarding ramps themselves. In the event when a member of staff is not available then our taxi policy will apply.
4.21 Finding a Seat. Chiltern Railways does not operate a seat reservation system. It is important that passengers requiring assistance in finding a seat include that information when booking assistance.. Subject to the availability of station and on-train staff, we will use reasonable endeavours to assist passengers travelling on a turn-up-and-go basis to find a seat. We will encourage passengers not needing to occupy a priority seat to give up the seat if a disabled passenger requires it.
There is a limited amount of luggage space available on our trains.
4.22 Carriage of Powered Scooters. The rolling stock used by Chiltern Railways does not include “Guards’ Vans”. Consequently, all wheelchairs and buggies must be carried within the main passenger compartment. We have given serious consideration to the needs of passengers with reduced mobility who choose to use a powered scooter, and have balanced those needs against our duty to provide a safe environment for all passengers. It is our view that it is safe to permit powered scooters to board trains only where they do not exceed dimensions of 1200mm x 700mm, and where their loaded weight does not exceed 255kg. The scooter can occupy the wheelchair space, but the user will need to vacate to a nearby seat if requested.
To overcome any inconvenience that our policy might cause to those who wish to use scooters outwith these limits we will offer secure parking for powered scooters at Principal and Staffed Stations. We will also work with Shopmobility Schemes along the Chiltern Line of route to assist passengers wishing to hire a scooter for use at their destination. Each of our booking offices has a list of Shopmobility Schemes for their area in their Disabled Assistance Manual.
Service Disruption and Interchange with other Modes.
4.23 There are times when the usual train service is disrupted, either by planned engineering works or unforeseen train or infrastructure failure. Where services or facilities for disabled passengers are changed or removed we will ensure that an accessible alternative is provided.
4.24 At times of disruption we aim to provide all passengers with onward transport. Where this cannot be provided by rail we will provide buses to the next Principal or Staffed Station. We will provide accessible taxis for those passengers not able to travel on the replacement train or bus service. This facility will also be provided for disabled passengers when the arrival on a Chiltern service has been delayed and an onward connection to other accessible transport has been missed. We will provide audio & visual notices advising of the location on replacement bus and taxi services at stations.
4.25 In the unlikely event that our trains are replatformed (much of the Chiltern Railways network is two-track railway) station staff will ensure that passengers requiring assistance are assisted onto the train and those connecting with other services are assisted through the station. We will make announcements and use information screens to advise of platform changes.
4.26 Our Major Incident Contingency Plan details the arrangements for providing assistance to all passengers should an emergency occur at one of our stations or on-train. All train and station staff will be trained to have particular regard to the needs of disabled passengers in the event that a train or station has to be evacuated. To assist passengers all trains are fitted with Passenger Communication Systems to contact the driver in an emergency. Likewise we have provided Help Points on all station platforms, which are covered by CCTV. CCTV is monitored from our Integrated Control Centre.
On Train.
4.27 Our trains are fitted with public address systems for driver announcements and passenger information screens detailing the stopping pattern of trains. Chiltern Railways’ drivers are aware of the importance of making clear and consistent announcements. The company policy for on-train announcements, which is in line with the Rail Vehicle Accessibility Regulations, is as follows:
• Safety is our first concern; PA announcements will not be made when there is a risk to the safe operation of the train.
• Pre-departure, stating all station stops, key interchange points and the final destination.
• On approach to stations advise of the next station stop and interchange services (e.g. bus links and connecting train services at key stations such as Banbury).
• Prior to arriving at a terminating station, advising passengers that the train will be terminating. The announcement is repeated on arrival at the terminating station.
• Updating passengers of all delays encountered during their journey.
• In an emergency, keeping passengers informed of events and any safety procedures.
We aim to provide assistance immediately for passengers who need help alighting trains. However, we also recognise that in some circumstances, e.g. peak travel times, that there may be a short delay.
4.28 On-board catering is available on many London to Birmingham services. Catering staff will be trained in disability awareness techniques to assist passengers, when requested to do so, and to open packets and cartons.
4.29 Interchange.
• We strongly recommend that passengers requiring assistance to interchange with other modes of transport at stations include this information when booking assistance.
• Taxi ranks are clearly sign posted at stations and telephone numbers of local taxi companies are advertised. When available, station staff will call for a taxi if a passenger requires assistance. At times or locations when staff are not available, passengers requiring assistance to call a taxi are recommended to do so via the help point.
• To encourage the provision of accessible taxis operating from ranks at Chiltern stations, we offer a substantial discount on the price of annual permits to drivers of accessible taxis.
Consultation.
4.30 The DfT, Passenger Focus, London Travel Watch and local rail users groups will be consulted about:
• Any proposed permanent removal of facilities (with two months notice): where facilities are removed we will provide a reasonable replacement or alternative operational arrangements will be made.
• Significant enhancement to facilities.
• Changes to this policy.
• Where a departure from the DfT’s Code of Practice or this policy is envisaged or where new standards are proposed.
4.31 In addition to the above Chiltern Railways will follow the National Rail “Access and Travel Arrangements for Passengers with Disabilities”. However where there is a higher standard in the DfT’s Code of Practice, the code will be followed.
5. Communication of the DPPP.
We will display at each station where our services call, the address of our Customer Services Department from where a copy of this policy can be obtained free of charge.
We produce:
• A concise consumer version of this policy.
• The consumer version will be made available on the web site (www.chilternrailways.co.uk) and in large print. We will consider reasonable requests to provide the consumer version in other formats.
6. Management Arrangements.
The Chiltern Railways Head of Retail (station and on-train staff), Engineering Director (fleet) and Operations Director (drivers) are responsible for ensuring that the service provided to passengers is consistent with this policy. The statement of management arrangements is as follows:
• The Chiltern Railways’ Business Plan is informed by this policy and contains a budget to provide improvements to the passenger environment at stations and on-train in accordance with our Franchise commitments. The Chiltern Railways Board has approved this policy. The final version will inform the planning of projects but will be particularly relevant to projects concerning communication with passengers (Head of Marketing and Head of Retail), specifications for new and refurbished trains (Engineering Director) and improvements to the station environment (Commercial Director, with the Managing Director as client).
• All Directors are briefed on the content and importance of this policy. Directors will use the company Briefing Process to inform managers of the policy and the provisions for implementation; managers will use this information to brief front-line staff. Staff with specific responsibilities for the operation of this policy are:
Driver Manager, ensuring that drivers are appropriately briefed on the arrangements and the importance of making on-train announcements in accordance with the Company’s policy.
Drivers, making on-train announcements and being aware of passengers with special needs boarding and alighting trains.
On-board Services Manager, ensures that CSIs and Train Hosts make on-train announcements, are aware of and assist passengers with special needs boarding and alighting trains.
Fleet Manager, assessing the ongoing rolling stock requirements for complying with the DfT’s Code of Practice and the RVAR.
Retail Manager who is responsible for:
• Station staff, assisting passengers with special needs on stations and onto and off trains.
• Car Park Attendants, managing the provision of car parking space for passengers with special needs and providing assistance to passengers through the station and onto and off of trains when station staff are not available.
• Ticket Office and Business Travel Office Staff, advising passengers making special travel arrangements in person and communicating travel requirements to Customer Services. Assisting passengers who need extra help on stations and on and off trains where primary ticket office duties allow.
• Customer Services Staff at Western House Aylesbury, advising passengers with special needs on travel arrangements and arranging assistance at Chiltern Railways Stations. Also the operation of APRS, and liaison with other train operators and London Underground.
• Customer Services Inspectors and Train Hosts, providing on-train assistance when available and in response to requests from Customer Services.
• Passenger Information Managers & Station Announcers making public announcements at stations.
• Station Standards Manager, general maintenance of the station environment.
• The Chiltern Railways Board reviews the specification and progress of projects and assesses the costs and benefits for passengers.
• At a strategic level the company is represented on the ATOC Disability Group, which considers policy and best practice for providing services to passengers who need extra assistance. Customer Service and Station Managers undertake day-to-day liaison with other operators regarding the provision of services to passengers.
• The company’s revised Training Strategy (this is reviewed annually) provides for training of staff and managers as set out in Section B1.1 in the Authority’s Code of Practice. Details of the training plan and numbers of staff involved will be reported annually to the Authority.
• The Company’s Director of Compliance and Audit will carry out an annual assessment of compliance with the Policy. The Chiltern Board will consider the report. The annual report, which will detail any difficulties experienced with the DPPP and progress towards achieving its objectives, and the recommendations of the Chiltern Board will be submitted to the DfT.
List of Appendices:
Appendix A: Map showing Chiltern Railways’ line of route.
Appendix B: Summary of Accessibility of stations at which Chiltern Railways trains call.
Appendix C: Taxi Policy.
