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Disabled persons protection policy

Making rail accessible - helping older and disabled passengers

Making rail accessible

You can download our DPPP passenger and policy guides below.
 

Audio DPPP Passenger Guide

Station access guide and map (pdf) 

You can ask for a braille version from our customer services team.

Explore our sections below 

Policy summary

Whether travelling independently or with our assistance, we want to make it easier for disabled and older passengers to make journeys on our trains.
 
We are constantly looking for ways to improve the accessibility of our stations and trains to give as many people as possible the opportunity to use our service. We want you to be confident in the services we offer, both now and in the future.
 
We have made changes to improve things and we’ll continue to look at how we can make things even better. New initiatives like our Priority seating card, and continued improvements of station facilities will benefit all passengers including those with hidden disabilities, those carrying luggage, elderly people and those with young children and pushchairs as well as those people with mobility problems.
 
Since 2006 we’ve made sure that 20 of our busiest stations have step free access. Thanks to the Department for Transport’s (DfT) Access for All programmes - part of the Railways for All Strategy – we have been able to reduce the barriers to travel for disabled and elderly people across our network. Now many of our stations have step free access, and we’ll continue to work closely with Network Rail to further improve accessibility.
 
Our policy is to ensure that all stations have facilities appropriate to how busy they are, that make them easier to access for disabled people whatever their disability. For example we have installed lifts at Lewisham, Orpington and Bromley South and used third party funding to make Deptford, Greenhithe, Paddock Wood and Bearsted station’s step free. We know there is more to do, and we will continue to apply for funding to make more physical station improvements happen.
 
Through our Minor Works Fund we invest over £300,000 in to improving our stations every year. Our plans for 2016-2018 are to continue improving the safety and accessibility of steps at our stations. This year we shall install more tactile paving, highlighted stair nosings and handrails at stations where it is most needed. We will also trial the installation of mobility scooter boxes at stations; these will enable users to check whether their scooter is suitable for on train use.
 
Working with our partners Network Rail we help ensure that funds assigned to the Department for Transport’s (DfT) Railway’s for All fund are spent effectively. Chatham, Petts Wood, Canterbury East, St Mary Cray, Plumstead, Shortlands, Hither Green and Bexley will all benefit from investment as part of this fund and become step free. The work required at these stations will benefit many people, including those for whom step free access is essential and those with luggage, pushchairs and small children. The investment in each station is over £2 million, so work will happen over a number of years, but should be complete by 2024.
 
Larger improvements, such as improving the forecourt, car park or access to a station, are made possible through the DfT’s National Station Improvement Programme (NSIP). Projects are funded on a case by case basis and as with all schemes funding is limited. Improvement work through these schemes are always used as an opportunity to improve facilities for disabled passengers. Recent examples include the work at Canterbury West, Orpington and Tonbridge stations. Many of these schemes represent another significant investment with the planned spend during this franchise of many millions of pounds.
 
Stations aren’t the only place we can make positive changes for accessibility. Over the years we have replaced our older trains and introduced newer trains, such as the 29 six car Hitachi trains used on our high speed service into St Pancras International. Our newer trains are thoroughly modern and equipped for all passengers to travel in comfort. These trains have aural and visual train running information, wheelchair spaces, accessible toilets as well as priority seating, highlighted grab rails, tactile surfaces, automatic doors and clearer signage.
 
By 2020 all of our trains will be more accessible to disabled people as we are investing millions of pounds in improving access in over 150 of our metro trains.
 
Our focus is also on ensuring all of our front line employees are well trained, continually briefed and updated on how to assist disabled and elderly people. Their induction training gives them guidance on assisting people with mobility problems as well as helping them recognise hidden disabilities and providing the appropriate assistance. We believe that by empowering our employees we will give you much more confidence in us and in how you travel.
 
In the last few years we have explored a number of ways we can capture the feedback of all passengers, particularly those with disabilities, who make both booked and un-booked assisted journeys. Until we have developed a more robust way of capturing feedback we will continue to make calls to passengers who have booked assistance. This gives us an opportunity to understand what we need to improve and what we’re doing well. We will also continue to employ disabled mystery shoppers to undertake journeys where they need assistance on our services and use their reports to inform employees and managers.
 
Behind the scenes we are making many other changes. We are currently developing an App to help employees more successfully monitor assisted travel journeys.
 
Although we realise these improvements will not make it possible for everyone to make independent train journeys, we are confident that they will make the railway accessible for more people and that the number of people who can independently access our stations and trains will increase every year. We will continue to monitor and improve our assisted travel service and do all we can to ensure passengers who will need the assistance of employees to complete their journeys receive it.
 
By 2018 all of our larger projects - whether physical improvements, changes to working practices or operational changes - will include a Diversity Impact Assessment. This will ensure the impact on disabled people, and others protected under the Equality Act, is taken into account and opportunities are taken to improve the service we offer.
 

Assisted travel service

We provide an Assisted travel service which enables disabled and older people to arrange in advance the assistance they require at key points on their journey should they need it, like getting on or off trains or making their way to or from station entrances.
 
The assistance that we can provide includes:
  • ramps to assist disabled passengers to get on and off trains
  • an employee to provide a helping hand with getting on or off the train or climbing stairs
  • an employee to provide guidance to a blind or visually impaired passenger
  • a wheelchair to help with transfer between the station entrance and the train
  • depending on the level of assistance or physical access required we can provide a taxi for disabled passengers travelling from an inaccessible station to one accessible to them.
  • assisting a disabled person with luggage (when pre booked)
  • assisting with making train connections at interchange stations
If the assistance required is not listed above please contact our Assisted Travel service. While there are limits to the service we can offer, they will do as much as they can to help.
 
Please be advised we are unable to:
  • accompany passengers throughout their entire journey
  • Provide personal care, such as help with eating and drinking, taking medication or using the toilet
  • carry heavy or excessive amounts of luggage
  • provide assistance outside of our stations areas, i.e. into high streets or across roads
Our Assisted travel service enables you to book the help you need to travel on our services, whether that’s a taxi from a station which is inaccessible to you or a member of staff to help you onto a train, we can organise the support you need. But we understand that sometimes you may want to turn up and travel without planning ahead. If this happens then just let us know when you arrive and if our employees are available, they’ll help you. Priority will be given to those who have booked assistance and we recommend booking wherever possible, but we’ll do everything we can to make your journey possible.
 
We will always ensure there is sufficient resource to maintain the Passenger Assist system which all train operating companies use and we will continue to work with Atoc to improve the system.

Booking assistance

If you prefer to book assistance, we have recently reduced to 12 hours the notice required for travel on our services only (we would still recommend 24 hours’ notice for travel on another operators service).
 
Assistance can be arranged:
  • by calling our 24 hour Assisted travel service free phone number 0800 783 4524(Except Christmas day)
  • online at southeasternrailway.co.uk
  • by using text phone 0800 783 4548
When you arrive at the station, if it is a staffed station please find a member of staff and let them know and they will help you, which will include confirming with your destination station so they know you are travelling and which coach you will be in. If it is unstaffed please follow the instructions given when you booked.
 
When booked in advance assistance is available at all of our stations during scheduled train times. Out of hours assistance may be provided by alternative means or via alternative transport if employees are not available to assist. In special circumstances where there is no viable alternative we may consider sending a member of staff to assist you where it is both reasonable and practical to do so.
 
If you wish to travel to or from a station that is inaccessible to you, or one that is unstaffed when you need to use it, we will discuss what help we can offer when you call us to book your assistance.
 
If you’ve booked assistance for help getting off one of our trains at a station where your train terminates please be assured one of the station team will arrive no later than 5 minutes after your arrival to assist you.
 
It is not possible to book a wheelchair space or reserve a priority seat on our services and availability is subject to demand. However priority seating card holders are able to show this pass to other passengers to help them obtain a seat without having to explain why. An application form for a priority seating card can be picked up at any of our staffed stations, downloaded from our website or requested from customer services.
 
We can arrange bookings for assisted travel on the entire network including journeys when connections with other train companies are at major or interchange stations on National rail services.
 
If you book assistance, once the booking is confirmed in the national system, you will be sent a reference by email.
 
If you need to cancel a booking, even last minute, please phone assisted travel so they can let the stations know you are not travelling, as they will be waiting for you.
 
Train tickets can be purchased at the time of booking assisted travel, please allow 72 hours for posted tickets to arrive. Where possible tickets can also be purchased and collected at the station through a self-service ticket vending machine. Please call ahead to check if this service is available.

Ticket Refund

While we aim to ensure our assisted travel is delivered without a hitch, there are times when things go wrong, and the service we provide cannot be delivered to the standard we would like.
 
If assistance at one of our stations is booked at least 12 hours in advance but is not provided, we will offer compensation on the following basis:
  • If your ticket is single, we will give you compensation of 100% of the value
  • If your ticket is return, we will give you compensation of 50% of the value
To make a claim please contact our Customer Services team quoting the Passenger assistance reference number that you were given when you booked.

Alternative accessible transport

Alternative accessible transport can be provided to help disabled passengers travel between stations that they are not able to access for the following reasons:
  • where a disabled passenger is unable to travel from a station because the station is inaccessible to them (e.g. because of a physical constraint);
  • where, for whatever reason, substitute transport is provided to replace rail services (e.g. because of planned engineering works) that is inaccessible to disabled passengers;
  • where there is disruption to services at short notice that, for whatever reason, makes services inaccessible to disabled passengers. (e.g. a lift is not working)
We will discuss your needs with you and the assistance we can offer. If alternative transport is required this will normally be a taxi which can be arranged to take you to the nearest or most convenient, accessible and staffed station to complete your journey, where possible, by train.
 
This will be provided at no extra charge however you do need to hold or at the earliest opportunity, buy an appropriate ticket for your entire journey. Tickets can be bought once at your destination. 
Replacement bus services used during planned engineering works are now almost all wheelchair accessible. Our aim is to be able to offer completely wheelchair accessible buses by 2017.

Passenger information

Information about the accessibility of all our stations is available:
  • in the appendix to this document
  • in our station access guide map, available from staffed stations
  • at southeasternrailway.co.uk
  • from staff at our stations
This information will be updated regularly. 
 
Additional information is available here: 
If facilities become unavailable at our stations the National Rail website will be updated within 24 hours, except when the restriction will last less than 24 hours.
 
If you have any concerns about a journey planned online via National Rail please call our free phone assisted travel service.
 

Tickets and fares

Buying a ticket

  • rail tickets can be purchased at any staffed station ticket office, from our self-service ticket machines or online at southeasternrailway.co.uk
  • disabled passengers booking assistance can also purchase train tickets from our assisted travel service 0800 783 4524 or Textphone 0800 783 4548. 

Penalty fares

Southeastern is committed to ensuring that every passenger pays for their journey because fraudulent travel is not fair on passengers who do pay. Our employees check tickets on trains and at stations and we operate a Penalty fares scheme across our network as one of a range of approaches to minimise ticketless travel.
 
Where possible, you must purchase a ticket before boarding a train. Tickets can be purchased from ticket offices or ticket vending machines. If you are disabled and have not been able to purchase a ticket before travelling, for a reason related to your disability, you will not be subject to a penalty fare and will be able to purchase the full range of tickets available to you, including any appropriate discount that applies either onboard the train or at your destination.

Disabled persons railcard

The disabled persons railcard (DPRC) gives holders a third off a range of rail fares for themselves and one accompanying adult. An application form for the Disabled persons railcard is available from all staffed stations along with a leaflet containing further information and full details of discounts available when using this card.
 
For further information, including details of postal and on line application for the DPRC (which is not available at stations), please contact:
  • Disabled persons railcard office on 0345 605 0525 or Text phone 0345 601 0132 or www.disabledpersons-railcard.co.uk
  • Southeastern customer services on 0345 322 7021 
  • Southeastern assisted travel on 0800 783 4524 (text phone 0800 783 4548)
Discounts are available to blind or visually impaired passengers travelling with a companion and for those people who remain seated in their own wheelchair for a rail journey and do not have a railcard. These tickets cannot be brought from a ticket machine but have to be bought at a ticket office or from on train staff.
 
For those people registered as blind or visually impaired, a document from a recognised institution such as Social services, the Royal National Institute of Blind people (RNIB), Blind Veterens UK or a local authority confirming the individual’s disability must be shown when buying a ticket and travelling, The discount applies to them and a companion but individuals travelling alone do not receive the discount.
 
Discounts also apply for passengers staying in their own wheelchair during a train journey whether travelling alone or with a companion. These may not always be the cheapest ticket available to you, please check with ticket office staff.
  • Concessionary fares ticket type discount
First class/standard anytime singles or returns 34% off
First class/standard anytime day single 34% off
First class/standard anytime day return 50% off

Season tickets

For those registered as blind or visually impaired an adult season ticket can be purchased that enables an accompanying companion to travel at no extra cost. It doesn’t have to be the same person travelling on every journey. Evidence of your visual impairment will be needed to prove your eligibility. Tickets can be purchased from staffed stations.
 
No discounts apply to season tickets for disabled people.

Oystercard

The Disabled Persons Railcard (DPRC) discount can be pre-loaded onto an Oystercard (via Transport for London). This requires a photo ID to be included on card.
 
Credit can then be loaded onto the card at Southeastern stations self-service ticket machines within the London travelcard zones1-6. If the DPRC card is not pre-loaded passengers will be charged the full cost of a journey.

At the station

Station entrances

Where possible we will ensure the most accessible station entrance is open to all disabled passengers travelling with us. Where this isn’t possible alternative arrangements will be made to ensure access is not unduly affected.
 
We will not permanently close station entrances without first consulting with local groups, passenger representatives and the Department for Transport, who would also make the final decision.

Aural and visual information

Many of our stations have both visual and aural information about train running details. However for full details of what method is available please refer to the station information matrix in this booklet.

Information points and displays

Information is available on posters, leaflets and online at southeasternrailway.co.uk. Some of this information is available in leaflets and is particularly aimed at disabled people (this guide, station access map, DPRC leaflets) will be found near to the bottom of leaflet racks at stations. 

All of our stations (even those with employees) have help points – these are large, white, round devices and are often placed on the wall, near to station entrances or on the platforms, that connect you directly to the National rail call centre where operators can provide the latest train running information.

 
Ticket offices at staffed stations are able to provide information about timetables, fares, connections, station and train accessibility and check for assisted travel booking details (although they can’t book assistance).
 
These are marked either with the word Information or the universal symbol for information, an ‘i’. At large stations dedicated Help desks can be found where employees will be able to provide the same information about our products, station accessibility and train services.
 
Any of this information is also available over the phone by contacting our assisted travel service on 0800 783 4524.

Ticket vending machines

Self service ticket machines have been installed at many stations and the buttons and controls are now all within reach of wheelchair users. They sell a wide range of tickets and are able to apply disabled persons railcard discounts to holders and their companions.

Ticket gates

Where automatic gates are installed, they include automatic wide aisle gates suitable for use by disabled passengers. The gates will be left open when there are no employees available to attend to them.

Luggage

Although we do not generally offer a porter service for luggage, we will assist disabled passengers with luggage free of charge, when this has been agreed in advance with our Assisted travel service. As a guide you may take up to two items of luggage which should not exceed 30 x 70 x 90cm in size and a single item of hand luggage that must be capable of being held in your lap. It is recommended to have pull along cases and follow airline recommendations of not exceeding 23kg per bag.
 
There are left luggage facilities available at St Pancras International and London Victoria stations which have level access

Lifts

Some stations have lifts to enable step free access to platforms. To deter vandalism, we install remotely operated and monitored closed circuit
television (CCTV) in our newly replaced lifts. Where lifts have remote emergency phone links we aim to ensure these are available during train running times. There are times when, due to maintenance or vandalism, lifts are unavailable. Therefore we suggest all passengers check with customer services before travelling to confirm that lifts are available.

Barrow crossings

Barrow crossings are pedestrian crossings positioned at the end of the platforms at track level to facilitate step free access between platforms. In order to travel across these permission must granted by a Network rail signaller. Passengers can only cross when accompanied by a station employee and only when no trains are passing through. Barrow crossings are in use at Canterbury East and Maidstone West station.

Toilets

Many stations have accessible toilets, please see the station information index at the back of this leaflet for details. These include either door entry systems or RADAR locks for added security. Sometimes toilets are locked to prevent misuse, but employees will unlock them for passengers on request.

Ramps

Ramps ensure those needing step free assistance can get on and off our trains. Many of our trains have ramps on board and we provide ramps at all of our step free access staffed stations. All staffed trains have an on board ramp so they can help you get on or off trains at unstaffed stations.

Station catering facilities

We do not manage the provision of station catering facilities but we work closely with third parties to provide refreshment facilities where possible. We also work with tenants to ensure the facilities they provide are accessible to disabled passengers and that consideration to important elements like level access has been made. When refurbishing stations we ensure that proposed catering facilities are accessible

On the train

Our mainline and high speed trains connect London with Kent with mainline trains additionally serving East Sussex. Our metro trains operate in the south east London area.
 
Our modern trains have been constructed in accordance with the Rail Vehicle Access Regulations (RVAR). Future trains introduced will be constructed or refurbished in line with the Persons Reduced Mobility Technical Standards for Interoperability (PRM TSI) as these replaced RVAR in 2008.
 
Both of these standards ensure trains are now accessible for many more disabled people.
 
We are currently refurbishing our metro trains which will ensure they have wheelchair accessible toilets, wheelchair spaces and priority seating.

Aural and visual information

We update our newest trains to provide automatic visual and aural information including announcing the stopping pattern of the route and ‘next’ station announcements. Automatic announcements now mean we can tell you when the train divides en route, including coach numbers so you are able to check which part of the train you are in. Our onboard employees are also trained to make announcements relating to stations, delays and operational difficulties. Details of what is available on the different types of train are listed under train facilities.

Seats on trains

Our newest trains include priority seating, which have extra legroom and can be identified by stickers above and on the back of the seat, and on the window.
 
We will provide assistance where possible to help passengers in to a seat or wheelchair space. Booking assistance cannot guarantee a seat and spaces will be subject to availability, especially on busy commuter services.

Priority seating card

We have recently introduced a priority seating card which assists disabled passengers in obtaining a seat by removing the need for them to explain why they need a seat. Application forms for these can be found at ticket offices, by calling our assisted travel service or online. 

On board toilets

Our mainline Class 375 and high speed Class 395 trains, have two toilets, both with baby changing fold-down tables, one of which is wheelchair accessible.
 
Our metro Class 465/9, 465/0 and 466 trains also have toilets with fold down baby changing facilities, but these are not wheelchair accessible. These units are going through a refurbishment programme and will all have accessible toilets when this is complete in 2020.
 
Metro service Class 376 trains do not have toilets on board.

Wheelchairs

Many of our trains now have dedicated wheelchair accommodation, located near to the accessible toilet and identified by the wheelchair symbol for wheelchair space on the nearest door to the spaces.

We welcome all wheelchair users on our trains. Where possible, we recommend travelling in the designated wheelchair space, but appreciate that some passengers may prefer to transfer to one of the fold down seats available in this area.

Our wheelchair accessible trains are designed to accommodate wheelchairs up to 1200mm long and 700mm wide.
 
Those wishing to travel in a coach that doesn’t have a wheelchair space, because they intend to transfer to a seat, should inform an employee if assistance is needed. As a matter of course employees are instructed to assist wheelchair users onto the train and into the wheelchair space, so the accessible toilet is in reach.
 
Wheelchairs are the responsibility of the owner when on our trains and it may need to be moved it if it is blocking a door or walkway. It may be easier to remain in your wheelchair than have to move it during your journey. You will not need to move your wheelchair if it is in the designated space.
 
Employees know that wheelchair users have priority to occupy the wheelchair space and will ensure that they are able to make their journey.

Scooters

Scooters are welcome on many of our services but on some of our trains there are restrictions in terms of size, weight and type of scooter.
 
Our metro Class 376, 465 and 466 trains can only accept scooters up to 1000mm (40”) in length and up to 700mm (28”) wide (including any attachments).
 
When on metro Class 376 trains, the scooter must be left in the wheelchair area which is directly behind the driver’s cab. Class 465 and 466 trains do not have wheelchair spaces (but will do by 2020), so scooters need be parked in the door vestibule allowing access to the walkway.
 
Our high speed 395 and our mainline Class 375 and 465/9 trains accept scooters that are no longer than 1200mm (48”) and no wider than 700mm (28”) (including any attachments). The scooter must be left in the wheelchair space.
 
Folding/collapsible scooters that can be stored as luggage, in luggage racks, can be carried on any train type.
 
To help prevent scooters tipping back whilst going up the ramp please ensure that any shopping bags and similar are removed. For safety, scooter users are advised to transfer to a seat whilst on board the train.
 
Please note that during times of service disruption or engineering work, the operators of replacement transport services such as buses, coaches and taxis may be unable to accommodate scooters.
 
Alterations due to planned engineering work are publicised 12 weeks in advance, see nationalrail.co.uk for more information.
 
If your service is unexpectedly terminated and your journey has to be completed by road, we will ensure you reach your destination and arrangements are made for storage of scooters until they can be collected.
 
Please note there is a combined weight restriction of 300kg for mobility aids and the passenger on our ramps.
 
We are gradually introducing boxes marked on the ground to help people assess whether their scooter meets the dimensions above with the aim that all staffed stations will have these by 2018.

Train facilities

Mainline and High speed

Mainline Class 375 trains and our High speed Class 395 trains run services between London and the Kent and East Sussex coast. They have:
  • conductors or on board managers
  • portable ramps for enabling wheelchair access
  • automatic aural and visual passenger information displays within each coach
  • two wheelchair spaces with low level passenger communication equipment
  • colour contrasting fittings
  • priority seating
  • tactile surfaces
  • door operation warning sound and light
  • braille and tactile signage
  • extra grab handles
  • wheelchair accessible toilets
  • wide doorways with sliding doors
Mainline class 465/9 trains run between coastal stations (Ramsgate via Chatham, Ashford International, Canterbury West, Folkestone Central and Hastings via Tunbridge Wells) and London. They’re not wholly RVAR compliant ( but will be by 2020) however they do have:
  • a conductor on board
  • visual passenger information displays
  • portable ramps for enabling wheelchair access
  • two wheelchair spaces with low level passenger communication devices
  • braille and tactile signage
  • tactile surfaces
  • standard size toilet
  • colour contrasting fittings
  • extra grab handles
  • wide doorways with sliding doors

Metro

Metro Class 376 trains operate services in south east London out to Dartford, Hayes, Sevenoaks/ Orpington via Grove Park and a limited number of services to Gravesend.
 
They have:
  • portable ramps for enabling wheelchair access
  • automatic aural and visual passenger information displays
  • two wheelchair spaces with low level passenger communication equipment
  • colour contrasting fittings
  • tactile surfaces
  • priority seating
  • door operation warning sound and light
  • braille and tactile signage
  • extra grab handles
  • wide doorways with sliding doors
  • no toilets
Metro Class 465/466 trains run services between Gillingham, Gravesend, Dartford, Orpington, Sevenoaks, Swanley, Hayes and London. They also operate between Sheerness on Sea and Sittingbourne and between Paddock Wood and Strood. These trains currently do not have wheelchair spaces and the toilets are not wheelchair accessible but they are going through a refurbishment programme and will have when this is complete in 2020.
 
However, they do have wide sliding doors, visual passenger information displays and manual announcements.
 
Trains can be identified by the first three or four digits on the front or back of the train. E.g. 375001, 376001, 395001, 465001, 466001, 465901. 

Oxygen Cylinders

If essential, small, portable oxygen cylinders can be carried on our trains.

Making connections

We can provide the assistance needed to travel between train companies who use the same stations, such as St Pancras International ( including to Kings Cross), Victoria, London Bridge, Waterloo East and Waterloo Main stations. When you book your assisted travel we will liaise with other train companies and Network Rail to ensure that you get the support you need
 
While we advise you book in advance it is not essential and employees at staffed stations will assist all passengers where transfers between train companies occur at the same station. Please be aware that if you do not book your assistance for an onward journey you may have to wait to board a suitable train whilst booked passengers take priority.

Connections to other transport modes (buses, trams, taxis)

Our employees will provide assistance in and around the station between platforms and the station entrance as well as to other facilities on the station which may include a bus stop or a taxi rank. However they are not able to provide assistance to other services outside of the immediate area.
 
Many stations have taxi ranks and in London all black cabs are wheelchair accessible. Accessible taxis are becoming more common outside of London but it is always advisable to check availability and book before travelling if one is required. For contact details of taxi companies including those providing wheelchair accessible taxis please visit traintaxi.co.uk. 
 
If a journey involves a transfer using a bus, taxi, tram or tube train (for example where this is a cross London transfer) our employees will not always be able to fully assist. They will make sure you meet your taxi or the representative from your connecting service operator, but often can’t leave the immediate area and cannot assist you onto the onward transport. Please contact our Assisted travel booking service for further details.
 
For information regarding the assistance that Transport for London can provide (on trams, DLR, London Underground) contact them direct on 0843 222 1234 or via tfl.gov.uk

Disruption to facilities and services

We’ll keep passengers informed if:
  • there are delays over five minutes
  • station stops are cancelled or altered
  • the train is being taken out of service before it reaches its final destination
Sometimes the departing platform can change at short notice, if this happens we’ll allow time for disabled passengers to get to the new platform. You are advised to inform a member of the team if you need help getting to the new platform as soon as you are aware the platform has changed.
 
Where you have booked assistance and there’s major ongoing disruption, we will make all reasonable efforts to contact you to make alternative arrangements.
 
Most of our replacement buses are wheelchair accessible. But if there’s disruption to the train service and a non-accessible replacement bus transport is used then a taxi will be provided to take you to the nearest or most convenient accessible station to complete your journey, where possible, by train. Taxis will be free of charge to you as long as you hold or buy the correct ticket for your entire journey.
 
If facilities become unavailable we’ll do all we can to make other facilities available. Should lifts, toilets or other amenities be unavailable we’ll publish the information on our website and through National Rail Enquiries as well as at the station.
 
Information on dealing with emergency situations is available in our document titled Making Rail Accessible – a Guide to Policies and Procedures.

Contact us

For information, advice or comment on our service, please contact us:
Southeastern Customer Services: 
 
PO Box 10422 
Unit 16 Coalfield Way
ASHBY DE LA ZOUCH 
LE65 9EL
 
Or by phone (24 hours a day seven days a week excluding Christmas day)
General enquiries: 0345 322 7021
Fax: 0800 783 4548
To book assistance 0800 783 4524 (free phone)
Text phone: 0800 783 4548 (free phone)
 
Or through the comments page on our website
 
For other train company information including timetable enquiries please contact National Rail Enquiries on 0345 7 48 49 50 or via their website nationalrail.co.uk

Alternative formats 

This document is available in the following formats:
  • Printed copy
  • Large Print
  • Easy Read 
  • Audio
All of these versions can be downloaded from our website or sent within seven days by post if required.

Station accessibility information and map

We publish a guide to facilities which can be found at the stations that we manage, including a map which shows our network with a symbol for each station showing its step free status. The information contained is correct at the time of printing and will be updated.

Up to date information can be accessed through our and National Rail’s website.

Policy Guide

We also produce a guide to our policies and procedures which is available as a download from our website or on request from our customer services. Together these documents form our Disabled Peoples Protection Policy (DPPP).

Feedback

We employ an Accessibility and Inclusion Manager to ensure that we meet our commitments laid out in our Disabled Persons Protection Policy (DPPP).
 
As part of this policy we will survey a selection of passengers who have booked assistance (and agree to a feedback call) with us to gain a better understanding of how they felt the service was provided.
 
We would like to hear from passengers with any comments on the service that we offer disabled people or any other feedback concerning our facilities or procedures for disabled people.
 
If you want your reply to be sent in a particular format then please let us know. Eg Font size, colour of background, typeface, audio etc.
 
You can email suggestions for improvements to the service we offer disabled people or for improvements at stations or on trains that would have a positive impact on disabled people, directly to the Accessibility Manager on accessibility@southeasternrailway.co.uk.

DPPP Policy versions

Audio DPPP Policy Guide

You can ask for a braille version from our customer services team.

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