We invited passengers, local communities, and stakeholders to share their views on the design of a proposed new station. The consultation focused on accessibility, passenger facilities, safety, and how the station should fit into the surrounding area.

• Accessibility: Respondents stressed that step-free access should be available throughout the station, including lifts, ramps, and wide ticket gates. Clear signage, tactile paving, and induction loops for hearing aids were identified as essential.

• Passenger comfort: Many called for more sheltered waiting areas, seating (including priority seating), and sufficient toilets, particularly accessible ones.

• Safety and security: Well-lit platforms and walkways, visible staff presence, and CCTV were highlighted as priorities for helping passengers feel safe.

• Environment and community: Respondents wanted the station to blend with the local environment, include green spaces, and use sustainable materials. Cycle storage and good links with local bus routes were also seen as important.

• Facilities: A strong demand was raised for adequate ticketing options (machines and staffed counters), reliable Wi-Fi, and space for small shops or cafés.

In response to your feedback, we are making the following commitments:

• Accessibility: The station design will include step-free access across all platforms, with lifts and wide gates. Tactile paving, visual and audio information systems, and hearing loops will be installed as standard.

• Passenger comfort: Plans now include additional sheltered seating areas and multiple accessible toilets, with regular cleaning schedules.

• Safety and security: Lighting has been upgraded across all platforms and concourses. CCTV will be installed throughout the station, and staff will be present during operating hours.

• Environment and community: We are incorporating energy-efficient building materials, solar panels, and green planting within the station forecourt. Secure cycle parking and improved bus connections are part of the final design.

• Facilities: The station will feature a mix of self-service ticket machines and staffed counters, free Wi-Fi, and spaces for local retailers and cafés.

We asked passengers, advocacy groups, and staff for their views on the facilities available on trains, with a particular focus on accessibility for disabled people. The consultation explored seating, space, toilets, information provision, and overall passenger experience.

• Accessibility and space: Many respondents highlighted difficulties with wheelchair spaces, including limited availability and being used for luggage instead. Priority seating was sometimes occupied by passengers without additional needs.

• Toilets: Accessible toilets were reported as often out of order or too cramped for some mobility aids. Cleanliness was also a concern.

• Information and announcements: Deaf and hard-of-hearing passengers reported reliance on visual displays, which were sometimes unclear or missing. Blind and partially sighted passengers stressed the importance of clear, consistent audio announcements.

• Boarding and moving through the train: Step-free boarding was identified as inconsistent across stations and trains. Narrow aisles and cluttered vestibules made movement difficult for those with mobility aids.

• Overall experience: Respondents wanted greater staff awareness and training on disability access, along with more visible policies to ensure disabled passengers feel supported and safe.

As a result of your feedback, we are taking the following actions:

• Seating and spaces: We are introducing clearer signage and staff guidance to protect priority seating and wheelchair spaces. Additional spaces will be trialled on refurbished trains.

• Accessible toilets: A maintenance programme is being implemented to reduce breakdowns, with redesigns planned to allow easier use by larger mobility aids.

• Information and announcements: All new trains will include upgraded dual audio-visual announcement systems. We are reviewing how information is displayed in real time for accessibility.

• Boarding and movement: We are expanding the rollout of step-free boarding ramps and committing to wider aisles and clearer vestibule space in future train designs.

• Staff training: A new accessibility and disability awareness training programme is being rolled out across the rail network, developed in partnership with disability advocacy groups.