Based on the linked source; automatically prepared and checked against the original report.
Investigation findings
The Office of Rail and Road found that Northern had not delivered required disability awareness training to passenger-facing staff, despite a commitment in its Accessible Travel Policy. The regulator also identified inadequate oversight to confirm that employees received the appropriate training.
Training improvements
Northern submitted an improvement plan containing 23 actions, all of which the ORR says are complete. Changes include clearer responsibility for training, stronger accountability, and improved systems for identifying employees who need training and tracking completion. The operator also addressed gaps in existing staff records and strengthened arrangements for new starters and refresher training.
Ongoing monitoring
The ORR will resume regular monitoring of Northern’s disability awareness training and review information supplied by the operator each quarter. Stephanie Tobyn, the regulator’s director of strategy, policy and reform, said the investigation had exposed serious management and monitoring weaknesses, while describing Northern’s completed actions and stronger checks as positive improvements. Northern customers can ask staff for a Radar key to use an accessible toilet.
