The Office of Rail and Road (ORR) is seeking public feedback on a proposed system to rate train companies on their performance in assisting disabled passengers. The new annual assessment, set to launch in 2025, aims to improve accountability and drive positive change in the industry.
Feedback from passengers, including ORR’s own surveys, has highlighted a need for greater reliability in passenger assistance services. This new initiative seeks to address this concern. Train operators and Network Rail will be assessed across two key areas: delivering assistance effectively and demonstrating a commitment to continuous improvement.
The assessment will consider several factors, categorised into three performance levels (Upper, Middle, Lower). Additionally, ORR proposes monitoring whether each operator’s performance is improving or declining.
Stephanie Tobyn, 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.
“We welcome views on our proposed new assessment framework.”
The consultation document, outlining the proposals in further detail, is available for review. The consultation period closes at 5:00 PM on Friday, February 14th, 2025. Responses can be submitted online, via email (ATP@orr.gov.uk), or by post.
ORR will publish the finalised Assistance Benchmarking Framework in Spring 2025, after considering the consultation responses. The first annual assessment will then be published later in 2025.
All train and station operators must establish and comply with an Accessible Travel Policy (ATP) as a condition of their licence, setting out their provision for disabled people. Operators must secure ORR approval for their ATP, and we have issued guidance that defines minimum requirements, covering areas such as provision of assistance, staff training and passenger information. Passengers may either book assistance in advance (up to two hours ahead of the journey) or ‘turn-up-and-go’ (TUAG).
