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SOROPTIMIST
INTERNATIONAL
OF YORKSHIRE RAIL
SURVEY
REPORT November
2003 This report was
coordinated and compiled by the Yorkshire Soroptimist Railways “Task
Force”: Sylvia Wilson (SI
Bingley) Amanda Lunn (SI
Bradford) Angela Stocks (SI
Garforth and Elmet) Barbara Noble (SI
Keighley) Katie Miller (SI
Keighley) The Task Force would
like to thank all those Soroptimists throughout Yorkshire who helped in
collecting the information for this report (in foul as well as fair
weather). Also, Dr. Russell Murray, Bradford University who helped with
the analysis of the questionnaires. Katie Miller SOROPTIMIST INTERNATIONAL Soroptimist International is a global organisation for women, in professions and management, whose aim is to advance the human rights and status of women through service to local, national, and international communities, through active participation in decision making at all levels of society, and through international goodwill and understanding. This report is the Yorkshire SI contribution to a national survey of railway stations. It originated with a study carried out by South East England SI. (Rail Safety Task Force Safe and Sure: A “quick wins” agenda for Britain’s railways Soroptimist International of South East England, October 2002.) Their work inspired us to look at the conditions at stations in our own region, using the questionnaire they developed. (A copy of the questionnaire is given in Appendix Two.) As requested, we have followed the format of that report in presenting our findings. Like the original report, we are concerned mainly with the “problems experienced by women, by those with children or luggage, by older or arthritic people, and when using railway lines in rural or run-down areas.” (Railway Safety Task Force, p.1) Our report is based on 59 returns from SI clubs throughout the Yorkshire region (A full list of the stations covered is given in Appendix One). These stations covered the full rage of rural and urban settings, and were a mixture of everything from big mainline stations to the smallest rural halt with a single platform. As well as filling in the questionnaires from visits to the stations, our members frequently wrote comments as well on what they had seen and their reactions to the conditions at the stations. Many of these members are far from regular rail users and what they found clearly surprised – and shocked – many of them. 1. THE STATIONS In both West and South Yorkshire there are Passenger Transport Executives to oversee and coordinate all aspects of public transport. Until recently they have been quite active in opening new stations to encourage more people to use the trains. For funding reasons most of these are no more than ‘halts’ – a platform in each direction with a shelter on it, and a nearby car park. However, where funding permits older stations (typically those where the original Victorian buildings are still standing) are being upgraded. As well as better waiting facilities this often includes re-opening and staffing the ticket offices for at least part of the day. Aspect
1: Who was in charge? (a) Staff on
the spot The first point to stress is that of the 59 stations covered, only eight (the main stations of Leeds, York, Doncaster, Bradford, Harrogate, Hull, Rotherham, and Sheffield) were fully staffed whenever train services were operating. On these stations, in addition to the staff in ticket and information offices there were usually others on the platforms (but not on every platform) to provide advice and assistance to passengers. Thirty were completely unstaffed, and the remaining fifteen only had staff (usually in the ticket office) for part of the day (typically weekday mornings). In many cases there was only one person in the office. As many members pointed out, this has obvious implications for any passengers requiring assistance, of whatever kind, and for passenger safety. I would not
like to encounter problems on the platforms of this station. No
emergency phone. No emergency contact number available. Too many
warnings about dire consequences of not buying ticket – not enough
about personal safety. Where staff were present, they were visible (albeit only in an office in most cases) and identifiable from their uniforms. Only one station had photographs of staff. However, except at the mainline stations, the staff were only there to sell tickets and give information. They were not responsible for the platforms or to give any other assistance to passengers, unless they were disabled (see below). Indeed, at many stations the siting of the ticket offices meant that staff could not see, or be seen from, the platforms. Only a fifth of the stations were recorded as having “a prominent notice on display or other information to say who is responsible for all aspects of safety at this station and around?” In fact, talking to members and friends who are regular rail users, it appears that all the stations in our region stations do have signs with the name of the operating company who is responsible, (in most of our region it is Arriva Trains Northern). However, there are two problems with these notices. Firstly, they are not very big (less than a foot wide; indeed, they are some of the smallest signs around!) and usually not prominently displayed. Secondly, the signs usually just give the name of the company, without any further information. They do NOT say that the company is responsible; it would be easy for a visitor who is unfamiliar with the current railway system (probably most of us!) to assume that they just run the trains. When we came to write this report, we sent someone to have a closer look at some of the stations in West Yorkshire. She discovered that they do have signs stating that Arriva Trains operate the station. However, these signs are very inconspicuous (she went round several times before noticing them, even though she was looking out for signs) and in very small writing. (b) Whom to
approach? The South East report noted in this respect: “many [posters] fell into the trap of wordiness, with too much material burying key items of information.” We noticed the same in our region. The standard practice of Arriva Trains (at least outside the mainline stations) is to put up one large poster (about 2 feet by 3 feet) that contains information about almost everything except train times. This includes telephone numbers for British Transport Police, getting help for disabled passengers, reporting problems, getting information, etcetera. Several members commented that the most prominent posters on the platforms were those stating that the company did not tolerate attacks on staff or passengers (with a contact number). As they said, this immediately gave the impression that such attacks were commonplace! Aspect
2: Was desired information available and easily accessible? Basic information such as timetables (98%), general information (88%), and loudspeaker announcements (63%) was well provided for. On the other hand, only about a third (37%) of stations provided information about help for disabled travellers, and only 24% had any information about security on the station or train. (It does appear from some of the comments that the layout of the questionnaire may have led to some confusion here, with some respondents interpreting the last to item to refer to the provision of the help or security itself, rather than the information about it. In fact, the standard general information notice on the stations does provide some information; the trouble is that it is buried amidst a lot of other information.) It was pointed out that the positioning of notices might make them difficult for some people to read. Height of
timetable made it difficult to read so wheelchair users would have found
it impossible. Also numbers and lettering small so partially sighted
people would find it impossible. There was a
heavy downpour when I visited this station which made the reading of the
timetable difficult as it wasn’t under cover… Also it took time
trying to decipher all the different symbols and letters over the top of
the times. Aspect
3: Did CCTV deployment help security? Half (51%) of stations had CCTV (as far as respondents could ascertain – others may have had CCTV but it was not apparent). Of the 30 stations with CCTV, only fifteen had prominent signs to that effect. To put it another way, at the very best any possible deterrent effect of CCTV would only be felt at a quarter of the stations that were surveyed. It seems that at staffed stations pictures from the cameras are displayed on a screen in the ticket office. We do not know what happens to pictures from cameras at unstaffed stations. however, the
main exit remains poorly lit and passes the old booking office and this
section is not served by CCTV, a sharp contrast with the rest of the
station One of our members was so struck by a notice at one of the stations she inspected that she took a photograph of it (Appendix Four). As she said, this was one of the larger, better-staffed non-mainline stations in our region, with CCTV, yet an assault like this could take place at a busy time. (Several other respondents commented that the station they inspected had a police notice concerning a recent assault on passengers or railway staff. This did not inspire confidence!) There had
been a problem with beggars in the past and it would be intimidating for
ladies if the ticket office had shut and they were waiting for a train
alone or had just disembarked from a train Aspect
4: Could help be sought in a hurry from police? It was reported that less than a third (31%) of stations had the new BTP/Railtrack number on display. (However, after referring to the South East report, we think this question may have been misinterpreted. The Report refers to special high visibility posters dedicated to the Rail Crimewatch number 40 50 40. Conversations with regular users suggest that these posters are largely absent from our region. We think the members who filled in the forms may be referring to the standard general information posters that do include a BTP number.) On the other hand, most (73%) did display some other help number. Like the South East Region, we were not able to find out how fast the response is if anyone does call the British Transport Police or the local police. However, we would make two points. Firstly, it appears that the BTP only have a presence at the mainline stations in our region. Secondly, when one of our members discussed this with a female member of staff in a ticket office she was told that in their experience it took nearly 45 minutes for the local police to respond to a call, and even longer for BTP; this was in a fair-sized town. The woman stated that she and her colleagues were unhappy about their own safety in the office! Only eight of the stations (all mainline) (14%) had a clearly marked Emergency Help Point. A telephone
is available in the sheltered waiting area on the platform away from the
carpark. There is no indication at all that this is sited there! I would not
like to encounter problems on the platforms of this station. No
emergency phone. No emergency contact number available. Emergency
help point was vandalised: speaker removed. Unfortunately
you have to leave the station to walk into … village to find the phone
box. One platform has a BT (card) payphone (also vandalised, not working). Aspect
5: Did it feel safe leaving the station? Most of the stations (78%) were reported as having a safe place to wait for a car, etc. At 66% there was information and a telephone for calling a taxi. At 75% of stations respondents felt there was a safe route to the car park. However, there were stations with problems, in both rural and urban areas. Station is 15
minute walk from town centre/bus station (I would not get off a train
here after dusk) and signs for town centre are non-existent. For
strangers this would be a difficult place to find your way around. There
aren’t any taxis – but there is a telephone number for a local taxi
firm. Don’t know what you do if you do not have a mobile!) Lighting was a particular issue, sometimes within the stations as well as around them. Not enough
lighting on way from car park to platforms. No help available in any
form, no phone. I wouldn’t want any woman or young person to use this
station at night Very dark
under railway bridge, up the stairs to platform The station
is below street level and abuts the tunnel at one end, thus making it
dark. Going up one
ramp very little overhead lighting could be seen Exit from
station is under a poorly-lit bridge. … line
involves unsafe walk through tunnel; to be avoided when station
unstaffed and anyway alarming after dark 2. SIGNS and
INFORMATION We have noted some points about this issue above (under Aspect 1). The South East Report stressed four points concerning the presentation of information: Failure to categorise information by type and importance Poor “flagging up” to catch the eye Inappropriate locations Precedence for commercial undertakings. Our observations concur with these. To give a concrete example, one of our members (while waiting for her train) did a systematic list of the notice boards on her station (a relatively large non-mainline station). She counted 35 in all. 12 advertisements 9 warnings about the penalties for non-payment of fares 7 timetables 3 maps of the train network 1 local street map 1 general information notice 1 sign with the company name Only the general information notice gave any helpline numbers and it was the hardest to find (stuck in an alcove). Even there, most of the board was taken up with advertising. As another member said, about a different station: Too many
warnings about dire consequences of not buying ticket – not enough
about personal safety 3. TRACK LITTER Many of our members commented on the poor physical state of some of the stations, especially in regard to litter and lack of toilet facilities. This station
has disgusting unlit smelly waiting room on one platform and glass
shelter on the other. Not enough lighting on way from car park to
platforms. No rubbish
bins, therefore platforms and waiting rooms disgusting i.e. cans,
newspapers, etc. There is a
waiting room on each platform containing a bench, but no other
facilities. Often they contain beer cans. Saw a rat on
opposite platform where litter had been discarded. There was a
lot of litter and no outside litter bins only in the locked up ticket
office/waiting area. The station desperately needs litter bins. Until recently, none of the stations in the region were provided with litter bins. They were removed a few years ago, apparently out of concerns that the IRA might plant a bomb in one. However, some members told us that new litter bins were installed at some stations in West Yorkshire over the summer. Hopefully this will become standard, otherwise many passengers will go on just dropping their litter on the stations or on the trains. It is still the case that apart from the mainline stations it is very rare to find a station (even amongst the partly-staffed) that has any toilets. Only toilet
facilities pub (rowdy) next to exit onto road or nearby shopping centre
(closed late evening). 4. PASSENGERS WITH
SPECIAL NEEDS As far as our respondents could tell, only about half (54%) of the ticket offices had induction loops. About a third (31%0 of stations provided visual and aural information (but if we exclude the ‘no answers’ that goes up to 58%). Only three stations were recorded has having dot matrix signs. The question about new ticket barriers was irrelevant in our region – the stations don’t have any! Many members commented on the difficulties that would face disabled people trying to get on the platforms. Disabled
people couldn’t catch train as 36 steps to get to one platform and
very steep steps to the other Passengers
wishing to travel north … must cross the line over a footbridge to the
second platform. This is impossible for wheelchair users. There are no
aids for handicapped except for a portable ramp for wheelchairs. I am
told that the train conductor will help with this if necessary. There is
no notice informing wheelchair users of this facility. It would appear
to me that most knowledge of the station is passed on by word of mouth! Man I spoke
to wished that access to northbound platform was safer in wet weather.
Disabled passengers who cannot use the staircase are escorted over the
line by a member of staff. This is wooden in part – which becomes
really slippery in wet weather. Wheelchairs
and motorised wheelchairs have access to trains but not motorised
scooters (which are used by many people in …). Steep incline for access to the platform would cause problems for disabled/ heart problems, especially anyone needing assistance in the late evening. Station is between two different rail tracks with considerable walk between them. … the ‘up’ line is across a bridge. The station is unsuitable for anyone with a physical disability or women travelling alone. There are no
disabled parking spaces available. To access the
northbound platform from the carpark it is necessary to climb a flight
of stone steps, cross the main road by a pelican crossing … cross a
metal footbridge and go down a ramp path or paths and then steps to the
platform. Disabled (wheelchair users) must exit via the pathway from the
carpark, cross the main road junction via two pelican crossings and then
use the opposite footpath (slight uphill gradient) to access the metal
footbridge above. The company responsible for most of the stations in our region – Arriva Trains – does issue a “Guide for Disable Passengers” and we have reproduced its contents in Appendix Five. We think the second paragraph (“Our services call at …levels of accessibility and assistance vary considerably”) is a masterpiece of official-speak! RECOMMENDATIONS Probably the most depressing part of this exercise was to read the South East Report again in order to write our report – it was déjà vu all over again! Therefore, our recommendations are much the same as theirs.
These issues are just as much in the interest of the train companies as the public. If the companies want more people to use their trains, they must provide them with safe, comfortable, and accessible stations. APPENDIX
ONE – LIST OF STATIONS SURVEYED
Appendix
Three: Answers to Yes/No questions 1. CLEAR RESPONSIBILITY FOR PERSONAL SAFETY Is there a prominent notice on display or other information to say who is responsible for all aspects of safety at this station and around? Yes 12 No 35 No answer 12 2. VISIBLE AND SUFFICIENT STAFF (Note: 33 stations were unstaffed) Do all staff wear visible uniforms and name badges? Yes 21 No 4 No answer 30 Are there station photos of them? Yes 1 No 25 No answer 29 3. WHERE TO REPORT PROBLEMS Is the new BTP/Railtrack number for reporting vandalism on display in an obvious place? Yes 18 No 40 No answer 1 Or any other number ditto for help and information? Yes 43 No 13 No answer 3 4. EMERGENCY ACTION Is there a clearly marked Emergency Help Point? Yes 8 No 49 No answer 2 5. QUALITY AND LOCATION OF ON-STATION INFORMATION Are the following clearly visible? Timetables Yes 58 No 1 No answer 0 General information board Yes 52 No 7 No answer 0 Help for disabled travellers, including partly sighted and deaf Yes 22 No 33 No answer 4 Any aspect of security on the station or on the train Yes 14 No 30 No answer 14 Is basic information crowded out by advertisements, engineering information? Yes 3 No 51 No answer 4 Do the surroundings/frames/colours of information boards help people sort out the important and the inessential? Yes 37 No 19 No answer 2 Are station loudspeaker announcements apt and clear? Yes 37 No 5 No answer 7 CCTV FACILITIES Is there one installed? Yes 30 No 25 No answer 4 Is it working? Yes 18 No 0 No answer 41 Is it being continuously monitored? Yes 8 No 5 No answer 46 Does it show clear pictures? Yes 10 No 2 No answer 47 Are there prominent signs throughout the station saying it is in operation? Yes 15 No 11 No answer 43 7. SAFE EGRESS FROM STATION Is there a safe well lighted place to wait for a car, taxi or bus? Yes 46 No 12 No answer 1 Is information shown about calling for a taxi and a telephone? Yes 39 No 18 No answer 2 Is there a safe route to the car park? Yes 44 No 7 No answer 8 Has railway property been disposed of for “uncomfortable” uses e.g. nightclubs? Yes 3 No 37 No answer 19 8. PARTLY SIGHTED AND DEAF Are there induction loops at the booking office? Yes 14 No 6 No answer 39 Is both visual and aural information provided on the station? Yes 18 No 13 No answer 28 Are new dot matrix signs easily readable/at the right height? Yes 3 No 17 No answer 39
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