Rail company Great Northern is trialing the new service at smaller stations on its network

A Great Northern staff member at Hadley Wood Station — A Great Northern staff member on hand to help disabled passengers

Two new mobile assistance teams are supporting disabled passengers and other customers at Hadley Wood Station in north-west Enfield as part of a new trial scheme.

Great Northern has launched the service some of its smaller stations, providing support for disabled passengers within 20 minutes every day of the week – weekends included – to board every train that is running. Staff already work on site at many of the stations, but only when the ticket office is open.

The teams will be based at Hertford North and Potters Bar stations but will able to travel to Welwyn North, Bayford, Watton-at-Stone, Hadley Wood, Welham Green and Cuffley.

The service is intended for anyone who needs assistance getting around the station and boarding a train – whether it be an older person with luggage, someone who is visually impaired or, where platforms are step-free, a ramp to board the train for a wheelchair or mobility scooter user.

Customers can request assistance when they arrive at the station, either by contacting the control centre from the station help point, using the ‘emergency and assisted travel button’, or by calling freephone 0808 168 1238 or texting 07970 511 077.

The mobile assistance teams will drive to the station, aiming to arrive within 20 minutes, to help the customer board the train and notify the destination station of their arrival. On the customer’s return journey, the mobile assistance team will be there to greet the customer off the train.

If passengers prefer, they can book the mobile assistance team further in advance by contacting the assisted travel team either online or by calling 0800 138 1016.

Carl Martin, Great Northern’s accessibility lead, said: “We’re constantly looking for ways to improve the level of service we give people who need assistance, to overcome the barriers that prevent independent travel on the railway.

“These new mobile assistance teams could transform the lives of many of our customers. It will help us create a more accessible and inclusive railway, where everyone has the confidence to travel with us.

“We really want people to try out the service and let us know what they think about it through our customer contact centre.”

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