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DISABLED PEOPLE PROTECTION POLICY
Background to Operation
The West Coast Railway Company (WCRC) was, in 1998, following a successful submission of a Railway Safety Case to Railtrack and the HSE, granted a licence for the operation of steam and diesel hauled heritage and charter services over Railtrack (now Network Rail) controlled infrastructure.
The core business associated with the WCRCs operation centres on seasonal operations, Fort William - Mallaig, 'Jacobite' steam train service and the newly established provision of a seasonal service from Scarborough to York together with an expanding programme of excursions throughout the North of England and Midlands operated with steam and diesel locomotives. These services aim to provide customers with a nostalgic journey experience, utilising heritage traction and rolling stock and generally featuring steam traction for all or a proportion of the journey. Additionally, charter trains are run to meet a wide variety of needs, ranging from corporate hospitality to 'shopping specials'.
The company operates a varied fleet of rolling stock. Mark 1 vehicles are generally used on steam hauled services, whilst conventional charter work is usually undertaken using Mark ll or former Manchester Pullman vehicles.
The WCRC do not own or operate any stations. Station access for our train services is leased from the appropriate train operator or Network Rail.
People with disabilities frequently use our train services. The level of use varies, as does the nature of the disabilities encountered. Where possible we would prefer advance notification, so the company can cater appropriately for customer needs, however, our wish to operate a 'turn up and travel' service on the Fort William - Mallaig route can, on occasion, conflict with our desire to provide for the needs of people with disabilities, particularly when prior notice has not been given.
The company frequently
operates train services for 3rd party customers. In the majority of cases, these
trains are managed by the charterer, who is responsible for producing publicity
and information, facilitating ticket sales, and providing stewarding of trains,
together with assistance for people with disabilities. We will encourage charterers
of our services to respond to the needs of people with disabilities by abiding
where reasonably practicable with this policy.
Third party customers will be made aware of this policy through our standard
contractual arrangements and of the requirements of the Disability Discrimination
Act 1995.
WCRC acknowledges that it has an 'anticipatory duty' to seek to improve services for people with disabilities.
Policy Statement
General
The WCRC is committed to maintaining and where practicable, improving the accessibility
for people with disabilities on the services we operate.
The company will liase with station operators and Network Rail, to ensure that the needs of passengers with disabilities are met, and that appropriate access can be gained to our train services.
Disability awareness
training will be given to key employees, both managers and front line staff,
to ensure they understand the needs and limitations of people with disabilities
and so that effective communications can be established. Where appropriate,
training will also be given in the use of auxiliary aids.
Where reasonably practicable, consideration will be given to the adaptation
of existing rolling stock, to better meet the needs of passengers with disabilities.
WCRC endorse and
are committed to adopting the services, standards and guidance contained in
the Authority's code of practice "Train and Station Services for Disabled
Passengers." When undertaking substantial rebuilding of existing rolling
stock, the WCRC will follow the guidance set out in the SRA Code of Practice.
On "The Jacobite", the "Scarborough Spa Express" and other
services we operate, we will ensure that when passengers with disabilities require
assistance off trains at the final destination, they will receive this within
10 minutes of arriving.
The WCRC will encourage all 3rd parties who use the West Coast Railway Company as their operator to abide with the conditions and requirements of this policy.
Service Disruption
In the event of the failure of any of our services, we will ensure that suitable
accessible onwards transport will be available if required by any passengers
with disabilities on the service.
Our emergency plans
and staff training makes specific reference to the needs of passengers with
disabilities. These plans are regularly reviewed and exercises are held to ensure
that staff is able to respond with the required level of calm professionalism.
Every WCR train has a steward allocated to each coach; the steward is there
specifically to offer assistance to passengers getting on and off the train
and to help with locating allocated seats.
Passengers with disabilities are encouraged to identify themselves to the Train
Guard or Coach Stewards
Should passengers have any concerns they are encouraged to discuss these with the Train Guard or their Coach Steward who will be able to offer guidance and reassurance.
Training
The company undertakes to provide Disability Awareness Training to all WCRC
employees who come into routine contact with passengers with disabilities. Training
content will follow the guidelines shown in the Code of Practice. Details of
training and the numbers of staff trained will be reported to the Authority
annually.
Information for
People with Disabilities.
To enable people with disabilities to plan their journey, the WCRC will seek
to provide clear, concise and up-to-date information to passengers with disabilities.
A telephone help-line
will be provided to allow people with disabilities access to information about
WCRC services. The hours of operation will vary, depending on seasonal variations
to our service level, but will generally be 0900-1630 on weekdays.
Telephone 01524 732100 or Fax 01524 735518.
We are pleased to communicate via the BT Type talk service,
from a Text phone enter 18001 before the number shown above.
A BT operator will then assist 'live' and in the strictest confidence.
An e-mail facility is also available to assist people with communication difficulties
in making enquiries. This is to Pat Marshall (jacobite@wcrc.co.uk)
Should WCR receive notice in advance that passengers with disabilities require
assistance, WCR will inform station staff as to passenger requirements and request
that assistance details are put onto the DPRS.
Advance booking for people with disabilities will be encouraged (24 hours notice
preferred), to enable more effective planning and allocation of resources.
Stations
Whilst the WCRC are not directly responsible for the operation of any passenger
stations, our services call at stations operated by a variety of Train Operators
where which a station access fee is paid by the WCRC.
We will continue to liase with station operators, to determine the level of facilities available for people with disabilities, for example, step free access to platforms and the availability of wheelchair ramps and accessible toilets. Where appropriate, we will arrange for assistance to be provided to other forms of transport if that is required (e.g. to a taxi, coach or ferry).
Rolling Stock
A primary function of the services of the WCRC is to provide a nostalgic journey
experience for our customers. This is facilitated by using a substantial fleet
of rolling stock, most of which was designed, before the need to provide easy
access for people with disabilities was fully recognised.
The company will consider the needs of the mobility-impaired customers, when
procuring rolling stock. Where reasonably practicable, consideration will be
given to the adaptation of existing rolling stock, to better meet the needs
of people with disabilities.
When procuring new build rolling stock, it will comply with the RVAR. In the
event of WCRC undertaking substantial rebuilding of existing rolling stock,
the WCRC will meet the recommendations of the SRA Code of Practice. In the event
of WCRC being unable to fully comply with the standards in the Code of Practice,
we will apply at an early stage in the design process for a dispensation.
The WCRC will encourage
charterers to ensure that the stock proposed for use is suitable for the needs
of people with disabilities. In the event of the need to convey a wheelchair
passenger in the guards van on a train, we will use reasonable endeavours to
ensure that it is clean, lit and heated. All WCRC passenger trains carry a portable
wheelchair ramp.
Currently, we regret that we are unable to convey powered scooters on the services
we operate.
Management Arrangements
The WCRC will seek to ensure that management arrangements are in place to allow
compliance with this policy statement.
The WCRC management
will be briefed on this policy and will be required to monitor the effectiveness
of the arrangements during operations management visits and inspections. Feedback
from management and passengers will be reviewed at management meetings.
WCRC will liase with Network Rail and other operators as appropriate regarding
accessibility to stations and services.
Review
This policy statement will be reviewed annually, by the WCRC Board, following
accident or incident, feedback from customers and management. This is an evolving
policy statement responsive to changes to legislation or recommendations from
the Authority.
This policy will
be submitted to the Strategic Rail Authority annually from the date of approval.
Any alteration to this policy will be submitted to the Authority for approval
and The Rail Passengers Council for consultation.
Communication
of this DPPP
WCRC will ensure that details of the address from where this DPPP and out Policy
Statement can be obtained will be displayed at Fort William, Mallaig, York and
Scarborough stations (and any other station that we may serve on a regular basis
in the future).
Concise copies of
this DPPP will be available to the public within 3 months of the approval date.
This is available by request from,
West Coast Railway
off Jesson Way
Carnforth
Lancashire, LA5 9UR
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