For passengers, help points are often the only way to speak to a human for assistance when station staff are unavailable, and it is the responsibility of station operators to ensure they are working and that calls are answered.
After assessing various data, including from station operators responsible for help points at more than 2,500 stations in Britain, ORR highlighted that not all station operators have systems and processes in place to reliably operate their help points, or reliably answer calls from them. ORR also raised concerns about help points at remote stations which might be affected by poor mobile coverage.
In response to ORR’s recommendations, 21 station operators reviewed their monitoring and maintenance arrangements. Nearly half have introduced, or are introducing, newer models of help point, with better functionality. These upgrades enable quicker identification of faults, faster repairs, and more transparent performance reporting.
Northern Trains and Transport for Wales, which ORR said faced the greatest challenges, are making improvements that ORR is continuing to monitor, including upgrading or renewing help point units at rural stations prioritised because of poor connectivity.
ORR recognises the progress made but expects operators to maintain this momentum. There is still some way to go. ORR will continue to collaborate with governments to monitor performance data and engage with industry to ensure improvements are sustained.
Stephanie Tobyn, ORR’s director of strategy, policy and reform, said:
