c2c line status: Good service

Making Rail Accessible

Disabled Customers, a guide to our policies and practices

- All Full versions can be found on Disability Policies and Practises Page



1. Introduction

Issuing and complying with our Disabled People’s Protection Policy (DPPP) is a condition of our passenger and station operator's licences.

Having a clear policy is required by Office of Rail Regulation (ORR) 

Our policy is subject to consultation with Passenger Focus, London Travelwatch and DPTAC. The agreed policy is approved by the Department for Transport (DfT) and is based on the latest guidance and the code of practice issued by them.

The full policy and guidance on how to use our services if you are disabled are set out in 2 documents. ‘Making Rail Accessible: guide to policies and practices’ and ‘Making Rail Accessible: helping older and disabled passengers ’, both available on our website www.c2c-online.co.uk This easy read version tells you about our policy, its companion ‘A Guide for Disabled People Using c2c Trains’ which is a practical guide to help disabled people and those who need assistance to use our services, is also available on our website. We review both the documents on an annual basis and welcome your comments and feedback which will be considered when the documents are reviewed.

We also continually review our station accessibility information to make sure that our passengers and other train companies making assistance bookings for our services get accurate information.

Our aim is to make continuous improvements including improvements to station access, station facilities and the provision of information that make our services more accessible to all our customers, including disabled customers

2. Our Strategy

c2c Rail are committed to meeting the travelling needs of our passengers with disabilities or those who require assistance and to providing excellent customer service.

We recognise the needs and concerns of disabled passengers when using public transport and are committed to making reasonable adjustments that will improve access to the trains and stations which we operate.

When making alterations to stations or services we always try to take the needs of disabled passengers into account and to comply with the DfT Code of Practice.

We will continue to work with organisations such as Network rail, DfT and Local Authorities to make improvements to services and facilities and to seek funding to support our delivery of improvements to our network.

Train operation companies have introduce an improved Journey Planner on the National Rail Enquiries (NRES) website www.nationalrail.co.uk. Called ‘Stations Made Easy’ it provides access to station information, diagrams of the station and photographs of key installations to help passengers to view station facilities and plan their journeys according to their disability. We will maintain up to date information on this website including notification to NRES of both temporary and permanent changes to station facilities.

All train operating companies, including c2c Rail will continue to maintain the national Passenger Assist (P-Assist) system which allows passengers with reduced mobility to book assistance before travelling.

All of our services are operated by modern class 357 electric trains which have wheelchair accessible toilets and a designated space for wheelchair users.

The 24 hours’ notice allows c2c and other operators to make the necessary arrangements to assist customer with disabilities or those who require assistance. For travel solely on the c2c route, we only require 4 hours’ notice to arrange assistance. Please note that for international travel we require 48 hours notice to help make arrangements for your journey

Our staff are trained to help people with disabilities and our training material is constantly reviewed.

Our Deputy Company Secretary and Disability Advisor is the executive person responsible for the company's Disabled People’s Protection Policy.

3. Monitoring and Evaluation

We welcome feedback from all passengers who have booked assistance with us.

You can write to us at:

c2c Rail,
Southend SS1 1ZS

Email us on contact@c2crail.co.uk phone us on; 0845 44 44 22 For c2c Or fill in one of our ‘Comments Forms’ that are available on request from any of our stations.

We will continually monitor all customer correspondence relating to our delivery of assistance and seek feedback from our passenger panel and from user groups on the services that we provide.

4. Access Improvements

When making improvements to our facilities and services we are committed to adopting and following the service standards and guidance contained in the current version of DfT's Code of Practice.

We will also comply with other legislation relating to disabled people and transport.

Where we cannot comply will we consult with the DfT as part of seeking dispensation against the Code of Practice or derogation against PRM/TSI. c2c continues to make improvements to accessibility on the route and our latest changes are shown in appendix 1. In making these changes we are indebted to the Department of Transport ‘Railways for All – Small Schemes Fund' which has contributed to many of the recent changes we have achieved.

5. Working with Others

We recognise the importance of working in partnership with others in order to make continuous improvements to the accessibility of our stations and trains.

Under the UK government’s £370 million ‘Access for All' programme Network Rail have recently completed major works at Pitsea, Tilbury Town and Laindon stations which make these fully wheelchair accessible.

6. Staff Training

We are committed, through the provision of appropriate training material, to ensuring that all of our managers and our staff who deal directly with passengers understand our responsibilities to disabled passengers and how we deliver them.

Our front line staff receive disability awareness training at induction and further training in the safe deployment of platform to train access ramps is provided locally as part of ongoing coaching and mentoring by local managers.

Key managers are briefed on appointment regarding the key aspects of our DPPP and the supportingimpacts on their responsibilities within the company.

We have produced a booklet for our staff and our contractor’s staff entitled ‘Disability Awareness 2012 - Helping our Customers who have Disabilities’, this is a a staff guide’ which sets out the core messages from our policy together with information about helping customers with specific disabilities such as wheelchair users and those with sight and/or hearing impairments etc

7. Emergency Procedures

All of our station and operational staff are trained in evacuation and safety procedures to ensure that the needs of all our customers are considered at all times and particularly at times of emergencies.

Our policy is not to evacuate disabled passengers without help from the emergency services, unless they are in a life threatening position.

8. Communication

We provide telephone and ‘Text Relay Service’ numbers for customers with hearing impairments to contact us to arrange their travel.

We provide our customers with the option of joining our e.mail messaging service which provides an alert to customers when we suffer any significant form of service disruption. This can be accessed through our website.

We will maintain and update the accessibility and station facilities information on our website, see the ‘Stations and Route Map’ link at www.c2c-online.co.uk

We are committed to supporting ATOC in the provision of information on the National Rail website www.nationalrail.co.uk including the ‘Stations Made Easy’ facility and will work with ATOC and other train operators to ensure accuracy and consistency.

We are committed to working with local authorities to ensure that stations within their areas are clearly signposted.

9. Car Parking

We offer free car parking to disabled passengers who display an International Blue Badge Holders permit in the car windscreen.

We monitor the use of these spaces to ensure that there are sufficient to meet demand, and to discourage non-Blue Badge holders from parking in them, please contact us if you have problems finding a disabled parking space in one of our car parks.

If designated parking spaces are unavailable for any reason, Blue Badge holders may park for free in our pay and display car parks.

10. Appendix A - Recent Improvements to Accessibility

Since the publication of the last c2c DPPP we have carried out a number of schemes that have introduced improvements which benefit all customers, including those with disabilities. These have included:

Several of the above schemes were supported by funding from the DfT “Access for All Small Schemes Fund”.

11. Recent works by Network Rail have delivered:

  • 7 Wide Aisle Gates are to be installed at six key locations.
  • Level access to the London Bound platform at Southend East station.
  • The installation of Code of Practice compliant stair treads at Barking station was supported by Network Rail plc who funded 50% of the cost.
  • Platform resurfacing and the fitment of tactile edging to all platforms at Barking station.
  • The Installation of new disabled parking bays to offer level access to Pitsea station.
  • The Installation of lift access to and between all platforms at Pitsea station.
  • Passenger Information Displays on platforms are being updated to allow train disruption information to be sent from our central control.
  • Lift access at Laindon.
  • Lift access at Tilbury Town.
  • Refurbishment of the disabled toilets at Basildon.