ORR to rate how train companies assist disabled passengers

The Office of Rail and Road is looking to introduce an annual assessment that rates the performance of train companies providing assistance to disabled passengers.

ORR said the new assessment, due to be introduced next year, of train operators’ and Network Rail’s performance in delivering passenger assistance, will strengthen the regulator’s ability to hold operators to account for poor performance.

It will also highlight good practice to share across the industry, and drive improvements in the provision of the service for passengers. Feedback from passengers, including what ORR gets from its regular passenger surveys, has highlighted that assistance needs to be delivered more reliably.

ORR has proposed that operators be assessed on two core areas: their actual delivery of assistance and their capability to improve. They will be measured across several factors, against three levels of performance with a potential further assessment of whether an operator’s performance is improving or worsening.

More detail of the proposals are in a consultation document, developed through a process of informal engagement with disabled people’s organisations, industry bodies and other regulators.

Stephanie Tobyn, ORR’s director of strategy, policy and reform, said, “We know that when assistance is delivered it is usually done well, however when it fails, it has a significant impact on passengers. Some passengers requiring assistance have been placed in unnecessary and humiliating situations because of failures by train companies to adequately manage the assistance delivery processes.

“Our new assessment will be crucial in helping operators understand where and why they are falling short and what they need to do to improve.

ORR has launched consultation on the proposals which remains open until 14 February 2025.