The recent repainting and remodelling of the station will now be used as an example for others to follow on the Great Northern network

Staff and volunteers gather at Enfield Chase Station to celebrate its revamp (credit GTR)

Customer satisfaction at Enfield Chase Station is said to have “surged” since a revamp was undertaken last year, according to the rail firm which runs it.

Govia Thameslink Railway (GTR), owner of the Great Northern franchise which operates trains along the Hertford Loop Line through Enfield, last year named Enfield Chase as one of its new “model stations” which will now be used to “guide the future improvement and modernisation” of other stations on the network.

Following the completion of the work last autumn, the station environment at Enfield Chase is now described as “simpler to navigate, more welcoming and more inclusive” with its staff also undergoing a new training programme.

Customer satisfaction among passengers at Enfield Chase has now reached 93%.

Model stations is a concept developed by GTR to guide the future improvement and modernisation of stations by setting out “clear, customer-focused standards for design, accessibility, safety, staff training and customer service” designed to boost the overall passenger experience.

To guide passengers on their journey, Enfield Chase has been decluttered and zoned into areas that include planning your journey, buying your tickets and starting your journey with clear, real-time information.

Enfield Chase was one of three London locations chosen to trial the model stations concept, but was the first to actually implement it. Elstree & Borehamwood and Gipsy Hill are set to follow soon.

GTR’s chief customer officer Louis Rambaud said: “We want to create a blueprint for stations across the country, one that creates environments that passengers find welcoming, clean and comfortable, safe, secure, digitised, accessible and inclusive with ‘model staff’ serving their communities and customers.

“We can’t transform the UK’s entire network of stations in one go but creating a clear outline of expected outcomes will ensure that future investment is spent wisely and efficiently, delivering the best outcome for taxpayers and passengers alike.”

The previously “cluttered” ticket hall at Enfield Chase is now “clear, spacious and zoned”

Beneath a bold ‘get your tickets’ zonal sign, the ticket office has been fully refurbished and two refreshed ticket machines moved alongside the ticket window, next to an interactive next train departure screen with British Sign Language. Information signs that were previously spread around randomly, cluttering the station, are now sensibly positioned.

Louis added: “And this is not just about monetary investment. Significant improvements can be made right away at low cost simply by looking at stations through the eyes of our customers. For example, working with community groups like station partners makes a huge difference and really helps root stations within their communities through a range of locally led customer focused initiatives.”

Enfield North MP Feryal Clark added: “I am very pleased to see the improvements. The work looks great and will make a noticeable difference for passengers, helping to create a safer, more welcoming and more accessible environment.”

GTR has not been able to confirm how much the revamp cost.

In May this year the company is set to be nationalised as part of the government’s ongoing programme to bring the entire rail network back into public ownership.

Mayor of London Sir Sadiq Khan has also made it clear he would like to take over control of the Great Northern route out of Moorgate station and up through Haringey and Enfield, likely by making it a London Overground line.

At Enfield Chase, The Enfield Society and station partners have previously created inspiring platform art that celebrates Enfield’s rich history and heritage.

John Cole, co-chair of The Enfield Society, said: “Enfield Chase Station is a wonderful example of what community action can achieve. This platform art is not just decoration; it’s about pride of place and a sense of arrival. That same welcome has now been extended through the excellent work by Great Northern.”

The subway at Enfield Chase is now “bright and welcoming”

The entire station has been refurbished with fresh paintwork to give a brighter, more welcoming feel. The once-gloomy subway has been transformed with bright images, another digital poster board and updated wayfinding.

Enfield Chase was chosen by GTR to “showcase what can be done to improve inclusivity” at a station where lifts have not yet been installed. Funding through the national ‘Access for All’ scheme is being sought.

An audit was carried out by the National Autistic Society, which identified themes such as the “importance of clear and intuitive wayfinding, reducing information to minimise sensory overload, and the use of calming colours to support a more inclusive environment”.

An accessible parking space has also been created at the front of the station because disabled people may still be able to negotiate stairs.

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