2014-working-together-wheelchair-good-practice-guide

WORKING TOGETHER
WHEELCHAIR GOOD PRACTICE GUIDE
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CONTENTS
3 Advice and information for frontline staff at stations and on trains.
5 Preparation and booking arrangements.
6 Communications.
8 Moving to the train and handling ramps.
10 Managing other passengers and boarding the train.
11 Inside the train and how to get on and off the train.
12 Powered, large or heavy wheelchairs.
13 Destination or interchange stations and how to alight from the train.
14 Conflicting uses and competence.
15 Appendix 1 – Management issues.
17 Ramp storage and minimising delays.
18 Ramp design and labelling ramps.
19 Ramp maintenance, stations and catering ramps.
20 Train information, staff safety and staff training.
21 Staff numbers and deployment, accident reporting and passenger assist
booking system.
22 Information points, other stations, large and heavy wheelchairs and
quality assurance.
23 Appendix 2 – Wheelchair users’ guide.
25 Before travelling.
27 Arriving at the station, getting to the platform and the train and how to
board the train.
28 On the train and how to alight from the train.
30 List of train companies’ assistance numbers.
For further information please refer to RSSB research report T759 Improving the methods
used to provide access to and from trains for wheelchair users, which can be found on:
www.sparkrail.org
Published June 2014
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Advice and
information for
frontline staff
at stations and
on trains
Introduction
This booklet is designed to help staff who work at stations, or on trains,
and who come into contact with customers in wheelchairs. The aim is to
help you to meet customers’ needs in getting them to, onto and off the
trains they are using, safely, courteously and without delay. By doing so
you will meet your passengers’ needs, promote repeat business, reduce
risk to them and to others involved, and keep any train delays to a
minimum.
Disclaimer
These guidance notes are based on good practice derived from (a) the project report from research
project T759 Improving the methods used to provide access to and from trains for wheelchair users
(b) existing websites and other expert sources and (c) knowledge and experience of rail industry and
disability stakeholders. However the guidance notes cannot guarantee the safety of passengers and
staff because a safe method of working will have to be adopted for each access to, or egress from, a
train. It should also be noted that these guidance notes do not deal with mobility scooters. Research
on mobility scooters is being planned.
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Preparation
Before you undertake any manual
handling activity make sure you
have seen the manual handling
assessment for the task you are about
to undertake. Always follow the
instructions and training you have
been given so as to prevent injury to
yourself, the wheelchair user or other
passengers.
The steeper the ramp the higher the
force required to start a wheelchair.
Your employer will have set safe limits
which you must follow to prevent the
risk of injury to yourself arising from
this manual handling activity.
Staff should check that ramps are
properly and securely stored and are
in good condition. This visual check
should be done on a regular basis,
ideally daily or at the start of each
shift, paying particular attention
to the condition of hinges, locking
devices and non-slip surfaces. Staff
should label faulty ramps with a
‘defective – do not use’ label and then
take such ramps out of service and
inform local management so that they
can be replaced or repaired. Look out
for the planned inspection tag date on
station ramps and never use a ramp
that is not in date.
Booking arrangements
The numbers of disabled people
using the railways are increasing all
the time as booking and travelling
by train becomes easier. With a little
planning most access barriers can be
avoided and the good news is that the
resources exist to help you ensure that
your customers’ trips go smoothly.
The majority of passengers will
have prebooked but if a wheelchair
user says that they have prebooked
assistance but there is no record
of their request, do give them the
benefit of the doubt and provide
assistance where possible. The
problem may be with the booking
service so an apology for the failure
will help diffuse any tension. However,
it is important that this does not lead
to the suggestion that this is a turnup-and-go
service that does not need
to be prebooked. Staff should always
display a positive attitude towards
the Passenger Assistance system,
especially when dealing with their
customers.
Working Together: Wheelchair Good Practice Guide
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Communications
Station staff need to be informed
of, and confirm for themselves, any
relevant information which would
assist them in identifying and assisting
the wheelchair user. The information
may also need to be conveyed to ontrain
staff and those at interchanges
and at the final destination.
Staff should always start the
assistance process by first speaking
to the wheelchair user to establish
who they are and what kind of
assistance they would like – and
listening carefully to their response.
Staff could greet wheelchair users by
asking: ‘Hello – can you confirm your
name, where you are travelling to, and
how can I assist you’ The following
questions may also be relevant at this
stage – and answers will certainly
need to be confirmed once the ramp
is in position (see below):
• Is there luggage, or a backpack -
on the back of the chair that could
cause it to tip Consider whether
this could be carried separately on
to the train.
• Does the chair seat tilt or move
If so, is it set to a position that will
provide greatest stability
• Does the user have a seatbelt they
can wear when using the ramp
You should address wheelchair users
directly, rather than their companions
(who should also be acknowledged).
Sometimes people in wheelchairs will
need help from their companion at
this stage and throughout the process
– it is important to reach a clear
understanding from the start.
Staff should respect the wheelchair
user’s personal space, treating
the wheelchair as an extension of
the person. It is important not to
make assumptions about how each
wheelchair user would like to be
treated or assisted.
You should also consult with
wheelchair users before separating
them from their luggage. Ideally,
luggage should be put on and taken
off the train immediately ahead of the
wheelchair user.
If station staff have to leave a
wheelchair user on the platform
and return later to help them board
the train, they should inform the
wheelchair user when they (or
another staff member) expect to
return.
Some wheelchairs may be too big
to take on a train. If this is the case,
you might find it useful when you
explain to the wheelchair user to refer
to a statement in the ATOC disabled
persons railcard website at:
http://www.disabledpersonsrailcard.
co.uk/travelling-by-rail/
wheelchairs-scooters.’
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It says:
‘
Most trains can accommodate wheelchairs that are within
the dimensions prescribed in government regulations
covering public transport (700mm wide, 1200mm long).
There are a small number of older trains that can only
currently carry wheelchairs that have a maximum width of
670mm.
The maximum combined weight of a person and their
wheelchair that can be conveyed is limited by: the
capabilities of the individual member of staff assisting the
passenger and the stated maximum safe working load of the
ramp (between 230kg and 300kg).
’
After asking wheelchair users how
they would like to be assisted, staff
should follow up with any questions
they may have about how the design
and features of their wheelchair could
affect its use on a ramp, particularly
if the wheelchair appears unusual to
them.
Wheelchairs may have brakes that
should be secured while waiting on
the platform (particularly if there is
a slight slope) and will need to be
released before use.
!
Do check that brakes are off before trying to move a wheelchair.
Working Together: Wheelchair Good Practice Guide
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Moving to the train
Staff should take the wheelchair user
and their luggage to the boarding
point before putting the ramp into
position. However, it is a good idea
to have the ramp ready near to the
planned boarding point in advance,
to avoid moving along a crowded
platform when carrying a ramp. Make
sure that it is secure and does not
become a tripping hazard.
Staff should avoid carrying other
items (such as the ramp or luggage)
while pushing a wheelchair. If
required, other staff should be
assigned to help where possible.
caution on busy platforms and alert
passengers to your presence.
Always lift, fold and unfold a ramp
with both hands to ensure that it does
not unexpectedly strike anyone. Take
particular care when it is windy.
Check that the ramp surface is intact
and that it is flush against the floor of
the train once the ramp is fitted. If the
ramp has pins, these must be located
securely in the holes provided.
Avoid resting the ramp on the
outer step where it is not level
with the vestibule floor - use the
inner step:
Handling ramps
Staff should fully brief wheelchair
users and others nearby before
deploying the ramp to ensure that
they are helped to board or alight
in the right way, only once the
equipment and staff member are
ready.
Some ramps may be heavier than
others, even if they look the same,
so it is important to check the label
before lifting. For example, a platformbased
ramp may be heavier than a
similar ramp that is stored on-board a
train.
Always carry a ramp in accordance
with the instructions and training
you have been given. There is a risk of
striking passengers when carrying a
ramp so you should exercise extreme
Modern trains, and increasingly some
older ones, are designed for use with
ramps that have fixing pins or lugs. If
this is the case, the law requires you to
use the correct ramp.
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In order to avoid a situation whereby
the train door closes while the ramp
is still in place, staff should disable the
door if possible using their company’s
instructions appropriate for the
particular rolling stock.
Misuse of a ramp may damage the
platform, the ramp or the train. When
unfolding a portable ramp, don’t
allow it to drop open. Never drop a
ramp into place as this can damage
it and make boarding and alighting
dangerous. Always keep it supported
when opening and closing it, ideally
by laying the ramp flat on the
platform.
Ensure there is sufficient space for
wheelchair users to manoeuvre
at the base of ramp (an area of
1700mm x 1700mm or 5’7” x 5’7” is
recommended).
If space is limited, make sure
wheelchair users are aware of this
before boarding and alighting so that
they can control their speed, etc.
Make sure that the bottom of the
ramp is on a flat surface. Prove the
stability of the ramp with your own
weight after it has been fitted to
the train. Do this by walking up and
down the ramp – this will reassure
wheelchair users that the ramp has
been deployed safely.
If the wheelchair user is boarding or
alighting unaided, place one foot on
the base of the ramp with your heel
on the platform to keep the ramp
stable. This is particularly important
when the ramp is not fixed to the
train by retaining pins as powered
wheelchairs, in particular, may cause
the ramp to move.
Where boarding or alighting
assistance is required, only suitably
trained railway staff should provide
this. Wheelchair users should not
expect companions to provide such
assistance and should discourage
them from doing so. If the companion
insists on assisting the wheelchair
user, staff should brief them on how to
do this safely.
Staff must not permit companions to
assist if they are in any doubt that the
individual can manage the load safely.
Some companies have a policy not to
permit this in any circumstance.
Where possible, for example at a
terminal station or where trains turn
back before their next journey, staff
should pre-board wheelchair users.
Working Together: Wheelchair Good Practice Guide
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Managing other passengers
Staff should allow other passengers
to alight before deploying the ramp
and should warn other passengers
on the platform to keep clear of the
area around the accessible doorway.
Ensure that nobody else is using
the door concerned and ask others
waiting to use another door.
Boarding the train
Assess whether the combined weight
of the wheelchair, the user and the
member of staff assisting will exceed
the safe working load (SWL) marked
on the ramp. If in doubt ask the
wheelchair user if they know the
combined weight of them and their
chair. The wheelchair may also have
a label with its weight. If there is a
problem, look for ways of lightening
the load such as carrying luggage
separately. As mentioned previously,
you should check the following
features with the wheelchair user:
• Is there luggage, or a backpack
- on the back of the chair that
could cause it to tip
• Does the chair seat tilt or move
If so, is it set to a position that will
provide greatest stability
• Does the user have a seatbelt they
can wear
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• Is there sufficient clearance
between the footrests and
the ramp given the angle of
approach
Always aim to help the wheelchair
user to board forwards and alight
backwards so that they are always
facing the train. This is the safest way
to manage the weight and avoids the
user falling out of their wheelchair.
Inside the train – getting on
Where possible check that the
wheelchair space is free before
helping the wheelchair user to board
the train.
Ask other passengers to clear the
wheelchair space of any luggage etc,
and always ensure that wheelchair
users are positioned safely and
comfortably on the train before
allowing it to depart.
Ensure that wheelchair users are
correctly orientated with their back
against the support structure.
Inside the train – getting off
Staff should bear in mind that some
passengers will prefer not to make
their own way to the vestibule, and so
may need to be met at the wheelchair
space inside the carriage.
Working Together: Wheelchair Good Practice Guide 11

Powered wheelchairs
Ask powered wheelchair users
whether they need additional
assistance to board the train. Powered
wheelchair users may need help with
directing and stabilising their chair
whilst boarding or alighting using the
ramp.
You should be comfortable that
you can manage the weight of the
powered wheelchair should you need
to support it on the ramp.
It is advisable to follow a powered
wheelchair up or down the ramp to
ensure that it remains stable and to
help monitor the speed and direction
of the wheelchair user.
arrangements in place for dealing
with large or heavy wheelchairs; do
make sure that you are fully aware of
these.
If additional assistance is required
when boarding (such as a stronger
colleague is asked to push the
wheelchair), check that the
destination station is briefed and
appropriately resourced to provide
safe assistance when alighting.
If passengers cannot be boarded
because they exceed the physical
abilities of the assistance staff, they
could be told the following (after first
checking that no other staff are able
to assist): ‘I’m very sorry but I do not
feel I can assist you safely onto the
train today. I am physically unable to
support the weight of your wheelchair
safely and would worry that I could
injure you, me or another passenger
if I try to do so.’ Also – see pages 6 and
7 on how to advise wheelchair users
with oversized wheelchairs why they
cannot be carried.
Powered wheelchair
Large or heavy wheelchairs
Where necessary, passengers should
be encouraged to reduce the weight
of their wheelchair by removing
luggage or backpacks and letting
station staff or a companion help
by carrying it on or off the train for
them. Your company will have special
Manual wheelchair
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Destination or interchange
stations
Before boarding the wheelchair user,
you should check that the destination
(or an interchange) station is also
staffed, particularly if the passenger
has not pre-booked using Passenger
Assistance. Consider whether onboard
staff can assist – and try to
confirm that with them.
Double checking that your colleagues
at the destination or interchange
station are aware that a wheelchair
user is on their way is recommended.
Send the following information to the
destination or interchange station:
passenger name; location of the
wheelchair; wheelchair type; level of
assistance required; any other relevant
information.
Staff at any station should be aware
that assistance requests may not
always be reliably communicated, and
bear in mind that whenever a train
arrives, a passenger in a wheelchair
may wish to alight.
Alighting from the train
If you are expecting a passenger in
a wheelchair on a particular service
don’t just look in the doorway and
assume that there is nobody needing
assistance – check at the wheelchair
space in the coach.
Always aim to help the wheelchair
user to alight backwards so that they
are always facing the train. This is
the safest way to manage the weight
and stop the user falling out of the
wheelchair. See notes above, covering
this issue in more detail.
A few customers may insist on
alighting forwards. Staff should
discuss with them whether they
have any wheelchair features such as
seatbelts or tilting seats, which may
make this safer.
Wheelchair users should be made
aware of the risk of falling out of
their chair if alighting forwards or too
quickly (such as if they do not have a
seatbelt to keep themselves strapped
in, or if their footrests hit the ground
before the front wheels), although
they should be strongly discouraged
from doing so as they could be
putting themselves, other passengers
and staff at risk of serious injury.
If, despite this advice, a wheelchair
user insists on alighting forwards
independently, staff should remain
close behind to provide reassurance
and manage any difficulty. It may be
necessary to keep other people well
clear of the ramp area while this is
taking place.
Working Together: Wheelchair Good Practice Guide
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Conflicting uses
Catering trolleys can damage
wheelchair ramps and you should not
allow these ramps to be used for this
purpose. If this is a regular problem
it needs to be reported to your
local manager to ensure that those
concerned make proper arrangements
for loading and unloading catering
trolleys.
Competence
Your employer is responsible for
providing you with the necessary
training to ensure that you are fully
competent to assist wheelchair users.
Make sure that any concerns you have
are properly dealt with so that you
do not put yourself, your colleagues
or passengers at risk when deploying
ramps or helping wheelchair users
board or alight from a train.
!
If a ramp is not available do not lift a passenger on or off the
train manually.
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Appendix 1 -
Management
Issues
Introduction
This part of the booklet is designed to address the management and deployment of
ramps for wheelchair users in your business / organisation.
It is published here so that your staff at stations and trains know what to ask of their local
managers to help them do their day-to-day jobs safely and effectively.
Legal duty
The Management of Health and Safety at Work Regulations 1999 (MHSWR) (HSE, 2000) requires
employers to assess the significant risks to health and safety including manual handling.
The HSE guidance on the Manual Handling Operations Regulations gives practical advice on
assessing and reducing risks when pushing and pulling an inanimate load and includes such
things as handling over even floor surfaces, clearing the route of obstacles and maintenance of
the equipment. However, this guidance is limited when applied to persons manually handling
wheelchairs, as factors such as uneven floor surfaces, negotiating obstacles and handling over long
distances are often present and unavoidable, as well as challenges in respect of the variation in the
weight of the wheelchair users.
The Manual Handling Operation Regulations 1992 (L23), establishes a clear hierarchy of measures
(a) avoid hazardous manual handling operations, so far as reasonably practicable;
(b) make a suitable and sufficient assessment of any hazardous manual handling operations that
cannot be avoided;
(c) reduce the risk of injury from those operations, so far as reasonably practicable.
The manual handling assessment must take into account the range of relevant factors listed in
Schedule 1 of the Regulations.
Note that the gradient of the ramp will have a significant effect on the forces needed to start and
keep the wheelchair in motion. Managers will need to consider this aspect carefully in their risk assessment,
so they can take cognisance of the guidance in L23.
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Ramp storage
On stations you should:
• Ensure secure ramp storage is
available for all platform-based
ramps and is well-maintained.
• Ensure that platform-based ramps
are stored close to the accessible
doorways of the trains that use
the platform. On longer platforms,
this may require more than one
ramp.
• Ensure ramps are locked up
securely when not in use.
• Ensure that care is taken that they
are not located where they would
become a trip hazard.
Minimising delays
At staffed stations it often saves time
to use platform-based ramps rather
than using on-board ramps. However,
these must be the appropriate design
for that train. Indeed, it is unlawful to
use ramps without fixing pins/lugs
on trains that are designed to accept
them.
For trains with ramp fixing points,
consider providing longitudinal and
lateral painted lines on their steps.
These should align with the edges
of the ramp to help staff align the
retaining pins during deployment.
On trains, you should store on-board
ramps using quick-fastening clasps or
brackets.
Working Together: Wheelchair Good Practice Guide
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Ramp design
Ensure all ramps have a Safe Working
Load (SWL) of at least 300kg. Replace
any ramps with a lower SWL. Consider
a higher SWL (e.g 350kg) whenever
purchasing new ramps. Check
that ramps with a higher SWL are
not substantially heavier to carry
than ramps with an SWL of 300kg
otherwise staff may have difficulties
with manual handling.
Labelling ramps
Label ramps with the weight of the
ramp itself so staff can check they are
capable of lifting the ramp weight
before retrieving it from storage.
Label ramps that have retaining pins
with details of the trains they are
designed for as incorrect deployment
could cause damage.
Add ‘not for use by catering trolleys’
labels to ramps.
Consider labelling the upstand of each
ramp with a ‘ruler’ to provide a means
of measuring the height difference
between the platform and the point at
which the ramp attaches to the train
step to indicate the gradient.
Label specific ramptrain
combinations on
the ramp and storage
unit.
Ensure all ramps are
clearly marked with
‘platform’ and ‘train’
to show which end is
placed on the platform
and which end should
be fitted to the train.
Very steep gradient
Steep gradient
Shallow gradient
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Ramp maintenance
Carry out a comprehensive annual
safety check of ramps and label ramps
with the date of this check. For ramps
that are only used occasionally (for
example on-board ramps), it may
be appropriate to use a short paper
seal around the ramp to indicate to
maintenance staff whether or not
the ramp has been used since its last
check.
Include platform-based ramps in
regular planned general inspections
(PGIs) at stations.
Include on-board ramps in any regular
train inspection programme.
Check the following items: catches,
carry handles, retaining pins, hinges,
securing rivets, non-slip surface,
surface damage, sharp metal edges,
high-visibility markings.
Arrange for broken items to be
repaired or replaced before allowing
the ramp to be used again.
If a ramp suffers an unexpected fault,
notify the manufacturer so that they
can investigate the cause.
Stations
Where platform width and platform
furniture allow, managers should
consider procuring longer boarding
ramps. These will reduce the ramp’s
gradient when in use and make it
easier to provide assistance. This
should particularly be considered
where the step between the
train and platform is higher than
normal. However, longer ramps will
themselves be heavier, so this too
should be considered.
Managers might also consider
eliminating the need for manual
boarding ramps by the provision
of alternative means of boarding at
stations where high demand from
users is apparent, particularly at
terminal stations.
Catering ramps
Provision should be made for separate
boarding ramps for caterers and
restrict use of lightweight boarding
ramps to wheelchairs only. Catering
trolleys cause irreparable damage to
the structure of lightweight portable
ramps.
Working Together: Wheelchair Good Practice Guide
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Train information
Consider provision of external signs
on train doors to let staff know if there
is an on-board ramp and whether the
train step has holes for ramps with
locating pins.
There should be clear exterior
markings to help staff locate the
wheelchair accessible door. Consider
using contrasting bands of colour
as well as the wheelchair symbol.
These should be visible above head
height so it can be seen across a busy
platform.
Staff safety
If you specify any personal protective
equipment such as safety shoes for
staff, you have a duty to check that
they use the equipment specified.
Staff training
Staff with experience and appropriate
knowledge of how to board/alight
wheelchair users can provide on-thejob
training and mentoring to less
experienced colleagues.
You could create ‘training centres’
at stations where there are a high
number of wheelchair users travelling,
where assistance staff from other
stations can go to in order to receive
on-the-job training.
Rebrief and/or retrain staff at regular
intervals.
Station managers should consider
incorporating disability awareness
training in manual handling training
for ramp use.
Evaluate training and policy needs
by monitoring the assistance that is
provided to wheelchair users.
Include briefings on boarding/
Staff who assist with boarding and
alighting wheelchair users must be
fully trained; any member of staff
who has not received training must
not attempt - or be asked - to assist.
Staff should be trained how to select
and retrieve the correct ramp for
the correct train (particularly if the
correct ramp is stored on-board). It
is important that only competent
staff deploy and use this equipment
to ensure the safety of themselves
and other staff, wheelchair users and
others on the station.
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alighting wheelchair users as part
of regular staff meetings. This is an
efficient way of refreshing knowledge
without investing in a full training
course.
Use any change in the policy for
boarding and alighting wheelchair
users as an opportunity for all staff
to be re-briefed and reminded of the
correct procedure.
Staff numbers and
deployment
Ensure that staff are available to
provide assistance to wheelchair users
upon arrival at the station, when using
station facilities and for boarding
and alighting. If different staff cover
different parts of the process, give
each member of staff a clearly defined
assistance role. Customers and staff
alike should be aware of when, and
who, to ask for assistance with using
stations facilities to ensure that
additional demands are not placed on
staff at the point of boarding and/or
alighting. There should be sufficient
assistance staff on hand to provide
help throughout the station for those
wheelchair users who arrive early
enough to use such facilities.
Staff with pre-existing or developing
back problems or other medical
complaints that may affect their ability
to assist with boarding or alighting
wheelchair users should be assigned
to a different task or asked to assist
with lighter loads only.
Accident Reporting
As part of your SMIS procedures,
ensure that you have an efficient
and accessible process for reporting
injuries and incidents. Staff should
not feel unable to report incidents
because of the time it takes to do so.
Passenger assist booking
system
Encourage staff to have a positive
attitude towards the Passenger
Assistance system, especially around
customers.
Ensure that sufficient attention is
given to the provision of pre-booked
assistance. This will include checking
bookings for the shift ahead; and
ensuring that there are adequate staff
resources to deliver. Failure to do this
can delay wheelchair users’ journeys;
create delays for all users and reflect
badly on your company’s reputation.
Encourage staff and managers
to address issues with Passenger
Assistance at a local level. Where
failures occur, usually because of prebooking
arrangements, staffing issues
at the station or disruption during
the journey, the opportunity should
be taken to learn from them rather
than to apportion blame. It should
be noted that evidence suggests that
most failures occur on arrival at the
destination or interchange station.
Working Together: Wheelchair Good Practice Guide
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Information points
There should be a clear customer
information point at stations. In
some cases this will just be a signed
location, or it may be a specially
designed facility. The customer
information point should be
wheelchair accessible, with if possible
a lower level desk. Consider that
wheelchair users may not have much
time to queue if they have to be
assisted to a train.
The Passenger Assistance system is
designed to inform passengers where
to report to upon arrival at the station.
Where possible, staff are to be
informed of the location of the
wheelchair accessible carriage(s) prior
to the train’s arrival.
Other stations
Large and heavy wheelchairs
Train operators should provide a
form of words to politely inform a
wheelchair user when they cannot
be safely assisted up or down the
boarding ramp. If passengers cannot
be boarded because they would
exceed the SWL of the ramp, they
could be told the following: ‘I’m very
sorry but I do not feel I can assist
you safely onto the train today. This
particular ramp is unable to support
the weight of your wheelchair safely.’
See details in the main body of this
guide on pages 6 and 7.
Quality assurance
It is always a good idea to monitor
and quantify customer comments and
complaints to see how services can be
improved.
TOCs that rely on other service
providers to provide assistance for
some or all of their routes should
implement a service level agreement
to ensure that assistance is of a
consistently high level.
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Appendix 2 -
Wheelchair
users’ guide
Introduction
This section is designed to help
wheelchair users meet their needs
whilst travelling. This includes
information on what to do pre, during
and post travelling and important
points of contact to take note of. This
includes how to get in touch with the
train operating company beforehand
to prepare for your journey, important
information to take note of during
your journey and what to do when you
arrive at your final destination.
It should also be noted that these
guidance notes do not deal with
mobility scooters. Research on
mobility scooters is being planned.
Working Together: Wheelchair Good Practice Guide
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24 www.rssb.co.uk

Before travelling
The easiest way to ensure a
comfortable and safe journey is to
simply book Passenger Assistance in
advance.
Passenger Assistance is a service
provided by train companies to
disabled passengers and others who
require assistance with any part of
their train journey. Staff can help
you plan your journey, book tickets
and make reservations; they can also
assist you at stations and on board
trains (where staff are available), with
anything from changing platforms to
finding your seat.
Passenger Assistance is free and
available to anyone who needs
assistance due to a disability,
temporary impairment or older age.
No railcard is required.
Details of how you can book
passenger assistance are shown to the
right.
1. Call National Rail Enquiries –
dedicated operators will help you
understand the best way to reach
your station by accessible public
transport, and they will connect
you to the correct train company
Passenger Assistance team for
your route. Telephone: 08457
48 49 50* Textphone (for deaf
people): 0845 60 50 600
*Calls to this number from landlines are
charged at the local rate and may be
recorded.
2. Contact the train operating
company responsible for the
first leg of your journey directly
– see our list of train companies’
assistance numbers on the ATOC
‘arranging-assistance’ web page.
3. Online via the ATOC disabled
person’s railcard website at
http://www.disabledpersonsrailcard.co.uk/travelling-by-rail/
arranging-assistance look for the
‘book assistance online’ link on
the home page.
4. In person at certain staffed train
stations.
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Using Passenger Assistance helps to
ensure that staff are notified and will
be able to provide help, that there is
a space on the desired train, and that
they are ready to meet you at any
interchange stations and your final
destination.
Where available, train staff will also
assist you if you need a wheelchair
space and make sure other customers
do not block the area with their
luggage; they can help with food
and refreshments from the buffet, or
simply alert you when your station is
coming up.
You can also be guided off the train,
through the arrival or interchange
station and assisted with your onward
travel arrangements.
If you have any special requirements,
such as several pieces of luggage or
if you have a large wheelchair, you
should tell us in advance.
If you want to plan a journey yourself
there are some useful resources
available. Did you know that you
can get detailed information about
the layout and accessibility of every
station in mainland Britain Useful
links are given below. Read on to
find out more tips for planning your
journey by train.
Install the National Rail Enquiries mobile phone app
Avoid the barriers at stations
Avoid the barriers on trains and platforms
Find accessible information
Explore train station layouts and accessibility online
Contact details for train company travel assistance teams
Print your tickets at home
Get a disabled persons railcard
View a map that shows which stations have step-free access
Travelling with an assistance dog
Plan your bus and train journey with Travelline
Provide feedback or, if necessary, make a complaint
26 www.rssb.co.uk

Most trains can accommodate
wheelchairs that are within the
dimensions prescribed in government
regulations covering public transport
(700mm wide, 1200mm long). There
are a small number of older trains that
can only currently carry wheelchairs
that have a maximum width of
670mm.
The maximum combined weight of
a person and their wheelchair that
can be conveyed is limited by: the
capabilities of the individual member
of staff assisting the passenger and
the stated maximum safe working
load of the ramp (between 230kg and
300kg).
For further information please
visit the ATOC disabled persons
railcard website at http://www.
disabledpersons-railcard.co.uk/
travelling-by-rail/wheelchairsscooters
You may have other requirements that
may need additional considerations
– here again booking in advance will
help us fulfil your needs.
Arriving at the station
Stations can be busy and complicated
places – please give yourself enough
time to become familiar with the
layout and where you need to get to.
You should go to the station reception
or other pre-advised point to contact
the staff who will help you. If you have
prebooked via Passenger Assistance
you should make sure that you are in
good time for your train.
When the staff first meet you, it is
important to explain any particular
needs you may have, for example, if
you are travelling with a large amount
of luggage.
Please don’t proceed to the platform
until you have informed station staff
of your assistance requirements and
confirmed with them when and where
you will be assisted onto the train.
Getting to the platform and
the train
Staff will take you and your luggage
to the boarding point before putting
the ramp into position. If you need
help from your companion(s) at this
stage and throughout the process, it
is important to make this clear to staff
from the start. Staff will advise you
if your luggage needs to be loaded
separately.
If for any reason staff need to leave
you on the platform and return
later to help you board, you will be
informed when they (or another staff
member) are expected to return.
If your wheelchair has brakes that
could be secured while waiting on
the platform, (particularly if there is a
slight slope) please use them and then
release them before use.
Some wheelchairs may be too big to
take on a train. Some train operators
may make advance enquiries to check
that they can carry your wheelchair.
This information will help staff to
better understand how you would
Working Together: Wheelchair Good Practice Guide
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like to be assisted as the design and
features of your wheelchair could
affect the use on a ramp, particularly
if the wheelchair appears unusual to
them.
Boarding the train
You should wait for the station staff to
put the ramp in position and discuss
with them how it will be used.
Station staff will always aim to help
you to board forwards and alight
backwards so that you are always
facing the train. This is the safest
way to avoid you falling out of your
wheelchair. Remove any bags that
could affect the stability of your
wheelchair whilst on the ramp – staff
will assist you to get the bags safely
on the train. Inform staff if for any
reason you have any concerns about
using the ramp.
You should be aware of your own and/
or your wheelchair’s weight.
If boarding or alighting unaided,
please consider the speed at which
you board and alight so as not to
collide with other passengers or
obstacles.
Please encourage your companion(s)
to allow station staff to carry out
boarding or alighting, as they have
been properly trained.
On the train
The vast majority of journeys where
assistance is required are delivered
successfully; however you could
remind staff to call ahead to the
destination station to meet you.
Where provided, you can use the
buttons in the wheelchair spaces
to call for assistance. If there are no
such facilities you should request that
whoever assists you onto the train
informs you who to contact.
Where assistance fails, or a staff
member cannot be found, ask other
passengers to find someone to help
you.
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Alighting from the train
You should be met by a member
of staff when your train arrives at
your destination station, or if it is a
terminus, shortly afterwards.
It is unsafe to block the train door with
your wheelchair, leg, cane, etc.
Do be aware of the risk of falling out of
your wheelchair if alighting forwards.
Also, it could be dangerous if your
footrests hit the ground before the
front wheels get there.
Never attempt to alight without the
assistance of station or train staff.
Working Together: Wheelchair Good Practice Guide
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List of train companies’
assistance numbers
Abellio Greater Anglia
Telephone - 08000 282 878
Textphone - 0845 606 7245
Arriva Trains Wales
Telephone – 08453 003 005
Textphone - 0845 758 5469
c2c
Telephone – 01702 357 640
Textphone - 01702 357 640
Chiltern Railways
Telephone – 08456 005 165
Textphone - 08457 078 051
CrossCountry
Telephone – 0844 811 0125
Textphone - 0844 811 0126
East Coast
Telephone – 08457 225 225
Text relay service - 18001 08457 225
225
East Midlands Trains
Telephone – 08457 125 678
Textphone - 08457 078 051
First Capital Connect
Telephone – 0800 058 2844
Textphone - 0800 975 1052
First Great Western
Telephone – 08001 971 329
Textphone - 08002 949 209
First Transpennine Express
Telephone – 0800 107 2149
Textphone - 0800 107 2061
Gatwick Express
Telephone – 0800 138 0225
Grand Central
Telephone – 0844 811 0072
Textphone - 0845 305 6815
Heathrow Express
Telephone – 0845 600 1515
Hull Trains
Telephone – 08450 710 222
Textphone - 08456 786 967
Island Line
Telephone – 0800 528 2100
Textphone - 0800 692 0792
London Midland
Telephone – 08706 09 60 60
Textphone - 08457 07 80 51
London Overground
Telephone – 08456 014 867
Textphone - 08457 125 988
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List of train companies’
assistance numbers continued
Merseyrail
Telephone – 0800 0277 347
Textphone - 0151 702 2071
Northern Rail
Telephone – 08456 008 008
Textphone - 08456 045 608
ScotRail
Telephone – 0800 912 2901
Typetalk - 18001 0800 912 2 901
Southeastern
Telephone – 08007 834 524
Textphone - 08007 834 548
South West Trains
Telephone – 0800 528 2100
Textphone - 0800 692 0792
Southern
Telephone – 0800 138 1016
Textphone - 0800 138 1018
Virgin Trains
Telephone – 08457 443 366
Textphone - 08457 443 367
PLEASE NOTE
The contact numbers are correct
at time of publication.
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www.rssb.co.uk
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