UK: Following an investigation by regulator the Office of Rail & Road, Northern Trains has committed to a £550 000 package of improvement measures and to ensuring that its staff receive disability awareness training.
The investigation was prompted when Northern reported in August 2025 that around 800 of its passenger-facing staff had not received disability awareness training. The regulator established there were significant historic gaps in training for station staff, with inadequate management oversight and record-keeping.
ORR noted that Northern took steps to address the issue in autumn 2025, However, its breach of its licence obligations would be considered ‘ongoing’ until there has been an assurance that the training gap is fully resolved and that the improvement plan has been delivered.
ORR is to work with Northern on the detail of the measures, with most of the improvements expected to be completed by the end of March. There will be a further report on progress after the end of July.
‘Our investigation found that Northern failed to meet its public commitment to provide training to existing staff at least every two years, falling short of the basic standard of service that disabled passengers rely on’, said ORR’s Director of Strategy, Policy & Reform Stephanie Tobyn on March 3. She said Northern Trains had acknowledged these failings, adding that ‘lasting changes to training, governance and passenger support will deliver greater public benefit than us imposing a financial penalty’.
Northern Managing Director Tricia Williams said ‘through the delivery of our improvement plan, we are working towards a stronger approach to the definition, governance and oversight of disability awareness training. All items are on track to be completed as outlined in the plan. Our priority is simple: every customer should be able to travel with confidence, dignity and the support they need, and we are sorry if any customer has been let down.’
