Member

In 2025 the ORR identified significant gaps in Northern’s delivery of disability awareness training, with around 800 passenger-facing staff having not completed the disability awareness training. The ORR has now opened a formal investigation. West Midlands Trains provided limited and inconsistent evidence of its capability to improve, with gaps in data analysis, unclear feedback loops and training weaknesses. I accept that reliability varies significantly by operator, but this system is way too ad-hoc.