Our customers and communities

“Deliver a positive contribution to society through an accessible train operation service that adds additional value to local communities.”  

We are committed to engaging with our customers and communities across our routes, maintaining strong partnerships with local and regional authorities and stakeholders to address and align needs and opportunities for customers and communities, whilst attracting funding and third-party investment.

We are focused on our approach to accessibility, community engagement and providing additional value through our social impact monitoring approach. 

We will continually improve our approach to accessibility to ensure our stations and trains are as accessible as possible for our customers to use. In doing so, we will engage with accessibility groups to understand the needs of our customers and to encourage new customers to use the railway as their preferred mode of transport because it meets their needs.

We will identify and establish a programme to implement best practice for accessibility and provide an inclusive environment where all are valued and supported. We have an established accessibility panel and accessible transport policy.

Our flagship goal for community takes forward our aim to manage our stations in line with community interests and through collaboration with Community Rail Partnership, Rail User Groups and local and combined authorities. Included within this goal is our approach to meeting integrated transport needs that offer connected sustainable travel options with the added benefit of supporting local area clean air targets.

Our ultimate objective is to meet customer needs, and the needs of future passengers, by increasing value for money, improved performance, reliability and meeting multi-modal expectations through considering and planning for end-to end-journeys.