Accessibility - Stations

Service schedule 18 – Accessibility – Passenger accessibility at station

where speaker/microphone systems and/or hearing aid induction loops are fitted, any of these are not operational or do not permit clearly audible conversation.
access ramp where provided do not function as intended: The ramp does not provide:
1. anti-slip resistant surface finish, particularly when wet
2. a visually coloured contrast where present with the landing

handrails or any other fixture designed to provide stability are insure or damaged in such a way that could injure a person or could cause damage to their clothing or articles. Bird fouling on handrails will fail if 6 pieces of fouling occur within any 10m length of handrail.

any handrail or any other fixtures designed to provide passengers with stability on stairs or bridges are insecure or damaged in such a way that could injure a person or could cause damage to their clothing or articles. Bird fouling on handrails will fail if 6 pieces of fouling occur within any 10m length of handrail.
any stairs where provided do not comply with industry standards, not available for use or the stair nosing where present does not have a permanent contrast.
where corduroy warning tactile paving surface is installed does not warn visually impaired people of the presence of specific hazard
any lift or escalator is not functional and in operation 30 minutes before the scheduled departure of the first train and until 30 minutes after the actual arrival of the last train.
an escalator is not functional and in operation at the times referred to in paragraph 1.
where Wayfinding Technology is provided does not function as intended.
the car park has designated Blue Badge holder accessible car parking spaces are not clearly marked.
there is no accessible meeting signage.
ticket office closed.

a toilet is closed for customer use.
it is not Fully functional (to include lights, locks and seats) open, sanitary and available for use. The main toilet light should be functional, all other lights report under service schedule 11 safe and secure environment station lights.
it is damaged or has been contaminated in such a way that it could damage or injure passengers or their clothing or articles (including by staining).
any turn style barrier is missing, not functioning or not operational during agreed hours
it is not stocked with required consumables (e.g., toilet paper and soap) where any facility exists that may require restocking.
it does not provide a functioning water supply for washing purposes and a means of drying. All such facilities should be operational.
any disabled fittings meant to be fitted to comply with relevant disability guidance are absent or are not fully functional and available for use.
any baby changing facilities meant to be fitted are absent or are not fully functional and available for use.
ticket office closed.

Exceptional performance (5) means 96% performance of the Service in accordance with the Service Specification during a reporting period.

Strong performance (4) means 94% performance of the Service in accordance with the Service Specification during a Reporting Period.

Acceptable performance (3) means 92% performance of the Service in accordance with the Service Specification during a Reporting Period.

Adequate Level (2) means 90% or below performance of the Service in accordance with the Service Specification during a Reporting Period.

Unsatisfactory (1) means 88% or below performance of the Service in accordance with the Service Specification during a Reporting Period.

Stations will be inspected a maximum once every reporting period.

5 Working Days.