The Office of Rail and Road (ORR) has secured commitments from Northern Trains that all staff will receive disability awareness training, as well as a 550,000 GBP package of additional measures.
Northern Trains is now working on resolving a number of concerns raised regarding historic failures to provide disability awareness training for its front-line staff – a claim that has been highlighted by a recent investigation by the ORR.
A report by the ORR found that Northern Trains’ passenger-facing staff did not undergo adequate disability awareness training
© Northern
Most improvements are expected to be completed by the end of March 2026.
The ORR has also announced acceptance of the operator’s package of additional measures, which are focused on further improving disability awareness training, details of which will be decided upon with Northern Trains.
During the course of its investigation, the ORR established that significant, historic gaps in training for Northern Trains’ passenger-facing station staff, as well as inadequate management oversight and record-keeping. The ORR also noted that Northern took steps to address these gaps in Autumn 2025.
A new progress report will be issued at the end of July 2026, which will provide an update on the current status of Northern Trains’ breach of license obligations, which is considered ongoing until assurance is given.
Stephanie Tobyn, ORR’s director of strategy, policy and reform, said:
Our investigation found that Northern Trains failed to meet its public commitment to provide training to existing staff at least every two years, falling short of the basic standard of service that disabled passengers rely on. Staff training is essential to delivering an accessible railway, and the failings we identified highlight the need for strong management oversight and accountability.
Northern Trains has, however, acknowledged these failings, taken steps to address them, and committed to further improvements and reparations that should make a meaningful difference for passengers. Securing lasting changes to training, governance and passenger support will deliver greater public benefit than us imposing a financial penalty, and we will continue to monitor Northern Trains closely to ensure these commitments are fully delivered.