Rail regulator unveils proposals for new passenger assistance ratings for train companies

ORR said the new assessment of train operators’ and Network Rail’s performance in delivering passenger assistance will strengthen the regulator’s ability to hold operators to account for poor performance.

It will also highlight good practice to share across the industry, and drive improvements in the provision of the service for passengers. Feedback from passengers, including what ORR gets from its regular passenger surveys, has highlighted that assistance needs to be delivered more reliably.

ORR has proposed that operators be assessed on two core areas: their actual delivery of assistance and their capability to improve. They will be measured across several factors, against three levels of performance – Upper, Middle and Lower – with a potential further assessment of whether an operator’s performance is improving or worsening.

More detail of the proposals are in the consultation document. They were developed through a process of informal engagement with disabled people’s organisations, industry bodies and other regulators.

The consultation will close at 17:00 on Friday 14 February 2025. Responses can be sent by email to ATP@orr.gov.uk, or by post to: Assistance Benchmarking Consultation, Office of Rail and Road, 25 Cabot Square, London, E14 4QZ. 

Stephanie Tobyn, director of strategy, policy and reform, said:

Notes to editors

1. Rail Passenger Assistance: Benchmarking Train Operators’ Performance: consultation on framework
2. ORR will publish the finalised Assistance Benchmarking Framework in Spring 2025, after considering the consultation responses. The first annual assessment will then be published later in 2025.
3. All train and station operators must establish and comply with an Accessible Travel Policy (ATP) as a condition of their licence, setting out their provision for disabled people. Operators must secure ORR approval for their ATP, and we have issued guidance that defines minimum requirements, covering areas such as provision of assistance, staff training and passenger information. Passengers may either book assistance in advance (up to two hours ahead of the journey) or ‘turn-up-and-go’ (TUAG).
4. ORR – Passenger Assistance
5. The Office of Rail and Road is the independent economic and safety regulator for Britain’s railways, and regulator of performance and efficiency for England’s Strategic Road Network.