Pre Booked Assistance Issue - what should I do/Should I Complain?

[Kath123]

That looks really good Kath, well done for pursuing it. Glad you feel there has been some positive progress in meeting your MP and that this can be taken forward with GWR - whether it will result in a guarantee that the station will never be unstaffed I doubt but hopefully a solution that works for you can be implemented in terms of the effect it has upon you.

Thank you for your support.

I know there will never be a guarantee that it will never be unstaffed. I’m just trying to minimise it as much as possible.

I’ve e-mailed the letter to my MP and put a printed copy through their Constituency office door (I was going to post it but they’ve recently moved and their Caseworker told me they are at a certain number in the street but Google says their neighbour is that number).

I’m aware the letter is quite long but hopefully someone reads it.

I’ve a few more journeys planned from Pen Mill. Fingers crossed things go ok.





THE BELOW SECTION OF THIS POST WAS TYPED AT AROUND 13:30 TODAY (11/03/2025) BUT IT SEEMS LIKE IT HAS BEEN MERGED WITH THE EARLIER POST


Hi Again All

This morning I’ve received an e-mail from my MP’s Caseworker which says:

Dear X

Thank you for attending the recent surgery and providing a copy of your notes. We truly appreciate you taking the time to share your concerns with us.

As per your request, we are happy to confirm that we will be writing to the Chief Executive of GWR to raise the important points you’ve raised regarding accessibility. We understand the significance of these issues and share your concerns about ensuring a service that is accessible for everyone, including yourself. We will keep you updated on all responses received from GWR.

In addition, we will also reach out to First Buses to gain a better understanding of their plans to improve the provision of audio description services on buses. We are keen to learn more about their efforts and how they can enhance their services to ensure better accessibility for all passengers.

Once again, thank you for bringing these matters to our attention. Please rest assured that we are working on your behalf and will continue to advocate for improvements in accessibility.

Should you have any further questions or concerns, please do not hesitate to get in touch.

Yours sincerely




I’m panicking a bit that they have thanked me for the copy of my notes rather than saying thank you for the letter which makes me worry they haven’t read it and think I’ve just sent the notes I used for the meeting. Is this likely to be the case or am I just being too anxious?

Also GWR on social media today told me Yeovil Pen Mill should be able to make Passenger Assistance bookings for me so I’m sure it won’t make me very popular but I’m going to ask when I go on Thursday. Because if they can it means I’ll need to call the call centre in Sheffield less and also I’m thinking if the station have booked the assistance they might be more likely to remember it if staffing issues arise so at least hopefully someone could be alerted.

 

[Kath123]

Hi All

I have received an e-mail today from my MP’s office which says the following:

‘Dear X

I hope this e-Mail finds you well.

I’m writing to provide you with an update on your case. Following your recent surgery appointment, Adam contacted Mark Hopwood, Managing Director Of Great Western Railway, and I’m pleased to inform you that we’ve received a response.

Mr Hopwood was genuinely concerned by the issues we raised and has expressed a strong willingness to engage further. He is happy to arrange a meeting between you and GWR’s Mobility & Inclusion Team to discuss matters in more detail and explore solutions moving forward.

In relation to your concerns about the station being unstaffed due to illness and holidays effecting the two permanent staff members, we have been assured that GWR also employs two General Purpose Relief colleagues in the area who are available to provide cover during such periods. While they acknowledge this has not always been consistent in the past, they are confident the situation is improving. Adam will continue to hold them accountable on this issue.

During your appointment you also mentioned a station phone number you were hesitant to call as you were unsure whether it is intended for public use. Our understanding is that this number is not for Customer use; however, we will continue efforts to obtain a direct point of contact for you.

As you may be aware the station is actually owned by Network Rail, not GWR. We will therefore also be making representations to Network Rail regarding the wider issue of accessibility across the transport network to ensure safer transport for you and others.

Adam will be engaging in further discussions with train operating companies in future weeks. In the meantime, please don’t hesitate to keep us informed of any relevant information or experiences that may help inform these conversations.’

The comments I would make about this are the following:

1. This response does not address all the questions I asked the MP to pass to GWR so I will e-mail the Accessibility Manager and Mark Hopwood with them. I will also mention that the GWR social media team have told me Yeovil Pen Mill should be able to book assistance for me rather than me having to call the call centre in Sheffield but the station have said they can’t. And one member of staff is unable to access and use the Passenger Assist app.

2. Although I had guessed GWR won’t let me use the Ticket Office phone number this is very disappointing for me as I would feel re-assured if I could use it. I will be asking GWR to reconsider this decision.

3. Although I’m willing to have a meeting with the Inclusion & Mobility Team I had a meeting with GWR’s Accessibility Manager on the 08/03/2019 re the issues I face using Yeovil Pen Mill and issues with staffing at the station. I’m not sure what it is thought/hoped would come of this meeting.

4. Re that cover staff will be provided im still not convinced in this at all. Although I did not try to use the station on these dates the station have informed me that Yeovil Pen Mill was left unstaffed on Monday 31st March and Tuesday 1st April as a permanent member of staff was on holiday. They say GWR tried to arrange cover but the cover staff were sick. Let’s hope this isn’t always the case. I note that no mention of the unstaffed station was placed on the National Rail or GWR website to make people aware. My understanding is it should at least have been posted on the National Rail website.

Any thoughts anyone?

 

[MotCO]

I personally would attend a second meeting and ask that minutes are kept and copied to you. If any issues are not resolved to your satisfaction, I would then send your concerns, together with the minutes, to your MP for escalation.

Likewise, if you are given satisfactory guarantees at your meeting, and then the train company or Network Rail fail to deliver, write back to the rail company and copy to your MP.

Although I appreciate that this is putting you to a lot of trouble, I fear that unless you continue to pursue this, the problems for you, and others in a similar position, will remain unresolved.

Good luck!

 

[SteveM70]

I think it’s a decent response to be honest. You can never know what’s genuine and what’s bluster for an email, but theMP seems to be taking it seriously and getting direct contact with a named, responsible person at GWR is progress. If I was you I’d go to the meeting that’s been offered, but before I went I’d have a clear list of everything I want to achieve, and before I left I’d make sure that anything agreed for action has an owner and a timescale, and that a note is taken and distributed which reflects that

 

[Travelmonkey]

Any thoughts anyone?

Your issues echo similar to one's I face at Lichfield trent Valley, typically they (LNWR) don't state when the station is unstaffed. Staff using the app is very hit or miss across the network but the app is not a mandatory requirement as you still have your TUAG rights, Staffing in more rual areas will always be a issue one of the lads in a "relief" role I know covers a catchment area over a hour away from his main base station, as well as having responsibilities for maintaining all the unstaffed halts amineites as and when needed. It seems you got some answers although maybe not what you wanted. It may be worth reaching out to a specialist solicitor like Ringrose to see what they suggest and if they can take anything on for you in a no win no fee capacity. Do note discrimination cases have a 6 month window to get in before your legal door closes.

N.B I am not a legal representative just a traveler with physical disabilities that mean I use a cane/wheelchair when needed but always need a ramp onto the train.

 

[Kath123]

I personally would attend a second meeting and ask that minutes are kept and copied to you. If any issues are not resolved to your satisfaction, I would then send your concerns, together with the minutes, to your MP for escalation.

Likewise, if you are given satisfactory guarantees at your meeting, and then the train company or Network Rail fail to deliver, write back to the rail company and copy to your MP.

Although I appreciate that this is putting you to a lot of trouble, I fear that unless you continue to pursue this, the problems for you, and others in a similar position, will remain unresolved.

Good luck!

Thanks.

It’s rather a shame that this all comes down to me to do as a visually impaired person simply trying to use my local station. Feeling so drained and frustrated.

I think it’s a decent response to be honest. You can never know what’s genuine and what’s bluster for an email, but theMP seems to be taking it seriously and getting direct contact with a named, responsible person at GWR is progress. If I was you I’d go to the meeting that’s been offered, but before I went I’d have a clear list of everything I want to achieve, and before I left I’d make sure that anything agreed for action has an owner and a timescale, and that a note is taken and distributed which reflects that

Thanks but I don’t think it is a decent response. For a start the MP has provided a summary of GWR’s letter not the actual thing which makes me think something is being hidden.

GWR won’t let me use the Ticket Office phone number which has been provided to me anonymously online and also they are suggesting a meeting with someone in the same team as the person I had a meeting with 6 years ago to discuss exactly the same issues (might even turn out to be the same person). As far as I am aware a direct point of contact between myself and GWR has not been established yet.

They also state the situation is improving with cover for the station yet there are only two general purpose relief staff available to cover for the whole area and no cover was provided on Monday 31st March and Tuesday 1st April.

Your issues echo similar to one's I face at Lichfield trent Valley, typically they (LNWR) don't state when the station is unstaffed. Staff using the app is very hit or miss across the network but the app is not a mandatory requirement as you still have your TUAG rights, Staffing in more rual areas will always be a issue one of the lads in a "relief" role I know covers a catchment area over a hour away from his main base station, as well as having responsibilities for maintaining all the unstaffed halts amineites as and when needed. It seems you got some answers although maybe not what you wanted. It may be worth reaching out to a specialist solicitor like Ringrose to see what they suggest and if they can take anything on for you in a no win no fee capacity. Do note discrimination cases have a 6 month window to get in before your legal door closes.

N.B I am not a legal representative just a traveler with physical disabilities that mean I use a cane/wheelchair when needed but always need a ramp onto the train.

Thanks. I contacted Ringrose Law last year and they weren’t interested in speaking to me as a visually impaired person about my experiences.



Well I was supposed to be going to Bristol for an important appointment tomorrow but given the situation with Pen Mill where staffing is not reliable and GWR’s response I think I’ll just cancel. Disappointing I’m going back to not feeling able to use my local station again.

 

[6Gman]

Thanks but I don’t think it is a decent response. For a start the MP has provided a summary of GWR’s letter not the actual thing which makes me think something is being hidden.

I would suggest dropping your MP's office an e-mail asking for a copy of GWR's letter.

 

[Travelmonkey]

Thanks. I contacted Ringrose Law last year and they weren’t interested in speaking to me as a visually impaired person about my experiences.



Well I was supposed to be going to Bristol for an important appointment tomorrow but given the situation with Pen Mill where staffing is not reliable and GWR’s response I think I’ll just cancel. Disappointing I’m going back to not feeling able to use my local station again.

Thats a bit disapointing, It is a shame you do not feel comfortable using your local servies due to lack of support, I am suprised they (Ringrose) didn't want to persue your case though. They are more on it with MIP (mobility impared passengers) than VIP (Visually Impared passengers),

 

[Kath123]

Thanks for the responses. I have sent this e-mail back to my MP this morning:

Dear X

Thank you for sending across a brief summary of your contact with GWR and their response which has been very upsetting for me to hear.

I note that GWR have failed to answer several questions which were outlined in my latest letter to you so I will be sending them to the Managing Director and Accessibility Manager.

I will be asking GWR to reconsider their decision not to let me use the Ticket Office telephone number.

Regarding a potential meeting with GWR’s Inclusion and Mobility Team - I met with their Accessibility Manager on 08/03/2019 to discuss the difficulties I have using Yeovil Pen Mill and staffing issues so I question the point of the meeting unless GWR have something new to say. Please could you ask GWR what date they are proposing for the meeting, the location, the names of the staff who will be there? I am assuming you and the MP will also be present? Please could you also let me know who my local designated point of contact from GWR is and how I can contact them?

Regarding cover staff I am still not very re-assured at all on this. I am guessing the two relief staff mentioned cover stations across the South West and Yeovil is likely to remain a low priority.

I did not try to use the station on these dates but Yeovil Pen Mill have informed me that the station was left unstaffed on Monday 31st March and Tuesday 1st April as a permanent member of staff was on holiday. They say GWR tried to arrange cover but the cover staff were sick. Hopefully this will not be the case all the time. Did GWR mention in their letter that this situation had arisen?

I would also like to raise concerns that the social media team have told me Yeovil Pen Mill should be able to book assistance instead of me calling the Call Centre in Sheffield but the station tell me they can’t. And one member of staff at the station is unable to access or use the Passenger Assistance App. I would be grateful if you would raise this with GWR but I will also be doing so.

I was so upset to hear GWR’s response yesterday that I have cancelled travel I had arranged to an important appointment today in Bristol which is a shame as I felt me and the station had been making really good progress. But now I am struggling to feel able to use the station again.

Many thanks for your assistance.

Kind regards

I would suggest dropping your MP's office an e-mail asking for a copy of GWR's letter.

I have not done this as I am assuming they obviously do not want me to have it or they would have e-mailed it in the first place.

 

[Fawkes Cat]

I have not done this as I am assuming they obviously do not want me to have it or they would have e-mailed it in the first place.

It's obviously up to you what to pursue, but it might be worth bearing in mind that you're dealing with a new MP with (more to the point) a new office staff: they've only been doing the job of being an MP's office for less than a year so may not yet have got into the habit of knowing what correspondence they should forward to constituents and what they shouldn't. So if you'd like them to give you a copy of GWR's letter, ask them! They might say 'no' - or they might say 'yes' and let you have it.

 

[Kath123]

It's obviously up to you what to pursue, but it might be worth bearing in mind that you're dealing with a new MP with (more to the point) a new office staff: they've only been doing the job of being an MP's office for less than a year so may not yet have got into the habit of knowing what correspondence they should forward to constituents and what they shouldn't. So if you'd like them to give you a copy of GWR's letter, ask them! They might say 'no' - or they might say 'yes' and let you have it.

Yep I’m just feeling a little frustrated and drained at the moment. And things have been quite slow moving. As I first contacted the MP’s office on 26th August last year it has taken nearly 8 months for us to get to this point. But at least we are communicating.





Further e-Mail received from MP’s office replying to my one from this morning:

Dear X

Thank you for sharing your thoughts, and I’m sorry to hear you were disappointed by some aspects of the response from GWR.

Please rest assured that our discussions with them are ongoing. And we’ll continue to raise your concerns and work towards the best possible outcome.

If you receive any further correspondence from GWR, we would be grateful if you could forward it on to us.

I will be getting back in touch with GWR to request a meeting and will propose (MP’s name) constituency office as a possible location. I’ve also asked them to confirm who would be attending on their side. Once I hear back, I’ll share the suggested dates with you. While (MP’s name) may be in Parliament on the day, I would be happy to attend on his behalf and provide him with a full update afterward.

Additionally, I’ve asked GWR to confirm who your designated local point of contact is and to provide their contact details.

We were not previously aware of the staffing issues on Monday 31st March and Tuesday 1st April. This is concerning, and we absolutely share your frustration. We’ll continue to press GWR to ensure staffing levels are properly addressed, particularly with summer approaching and the station expecting increased footfall. This must be treated as a priority. We will also follow up your concerns about the information provided by the social media team. As you were told Yeovil Pen Mill should be able to book assistance, I’ll clarify this with GWR and request a direct point of contact for you at the station to help avoid further confusion.

Let me know if you need anything else.

Kind regards
X (Caseworker)

 

[SteveM70]

I would suggest dropping your MP's office an e-mail asking for a copy of GWR's letter.

I have not done this as I am assuming they obviously do not want me to have it or they would have e-mailed it in the first place

If you receive any further correspondence from GWR, we would be grateful if you could forward it on to us

Well, that works both ways doesn't it? I'd reply saying of course I'll share any correspondence I get from GWR provided you do the same

 

[Kath123]

Well, that works both ways doesn't it? I'd reply saying of course I'll share any correspondence I get from GWR provided you do the same

I thought exactly the same as what you just said when I got to that part of their reply. Im worried about upsetting them by asking them but then also if I don’t I fear something is being hidden from me. I’ll see what they come back with next and see if I’m brave enough to ask.

Also perhaps I was a bit harsh yesterday about the e-Mail they sent then. I don’t think the reply from the MP was bad. Just frustrated with some of GWR’s responses. I’m frustrated GWR won’t let me use the Ticket Office phone number and wasn’t sure if there was a point in having a meeting with the Mobility and Inclusion Team as I met with the Accessibility Manager six years ago. However if the MP’s office are willing to become involved in the meeting so it is not just me on my own perhaps that might make a difference.

 

[SteveM70]

Im worried about upsetting them by asking them but then also if I don’t I fear something is being hidden from me

I’d ask. There may be some bits they redact (eg if another constituent has also complained and part of the response relates specifically to them) but in general terms they should be happy to share

Re the wider frustration, I think that’s just how dealing with officialdom can often be. We’ve had a similar experience dealing with SEN provision, and again with a police / court matter. It generally ends with me muttering about the public sector and bureaucracy

 

[Haywain]

I’m frustrated GWR won’t let me use the Ticket Office phone number and wasn’t sure if there was a point in having a meeting with the Mobility and Inclusion Team as I met with the Accessibility Manager six years ago.

On this point, I am not surprised they won't give you the phone number - it isn't intended for public use and once it's given to one person it can easily spread and become a nuisance for the staff. The Mobility and Inclusion Team, if they are the ones that handle your bookings, should always be your point of contact and should know on any given day whether your station is staffed and make alternative arrangements if it is not. And whilst you may have met with someone 6 years ago, that's a long time and by not meeting with them you will not be giving them a chance to address your concerns.

On the wider issues, whilst your lack of confidence in GWR is understandable, they don't know whether they are providing the service or failing if you are not travelling - they rely very much on your feedback.

 

[Travelmonkey]

Indeed no doubt if I asked the same out the lads in Burton I'd be laughed out the office, (not likely but they would professionally explain why I can't) Indeed while staff are tied up on a private line taking your booking another call from a station colleague may be missed meaning another person's assists fail.

At Naidex recently Dominic and his team at SWR where talking about the "try a train" program, wonder if that could help with your confidence OP,

Funny enough GWR is the 1st in Google results.

Try a Train | Great Western Railway

We're making the railway accessible to everyone. Visit our station and come on board with us and our Accessibility Volunteers.

www.gwr.com

"
Visit our station and come on board with us and our Accessibility Volunteers.

At GWR, we're making the railway accessible to everyone. We want to make sure that everyone in our community is confident using a train.

We know that rail travel can be overwhelming for many people. To help people get more confident travelling safely and independently on our trains, we offer free Try a Train events.

Try a Train events are perfect for:

People with disabilities or accessibility needs
Schools and groups, including SEN schools and specialist academies
Job or education seekers
The elderly
Children
We're here to help anyone who would like tailored support. We'll design the event around your needs, showing your group how to use our trains safely, independently, and confidently.

What is a Try a Train event?
Our Try a Train events have two parts. The first part is about familiarising people with our stations, and the second part takes place onboard our trains with our accessibility team.

Try a Train – Part A (Stations)
The first part of a Try a Train event is at the station. Groups can visit their local station, and will learn about:

Station safety
The help available at staffed and unstaffed stations
How to plan a journey
How to purchase a ticket
How to use a ticket barrier (also known as 'the gateline')
Understanding the environment and information around you
How trains leave the station (the 'dispatch' process)
Try a Train – Part B (Onboard our trains)
The second part of a Try a Train event is onboard one of our trains. We'll take you from one local station to another with our accessibility team. Groups will learn about:

Onboard safety (including getting on and off the train)
How to plan a journey
Knowing which train is the one you want
Where to stand when waiting for a train
The help available onboard a train
How to find your seat and where the toilets are
Knowing what tickets you have and making sure they're the right tickets"

Note for admin: can't put that in the required quote box from my mobile,

 

[Kath123]

Thanks again for the replies.

I’d ask. There may be some bits they redact (eg if another constituent has also complained and part of the response relates specifically to them) but in general terms they should be happy to share

Re the wider frustration, I think that’s just how dealing with officialdom can often be. We’ve had a similar experience dealing with SEN provision, and again with a police / court matter. It generally ends with me muttering about the public sector and bureaucracy

I found your second paragraph very helpful thank you. It helps that you can relate but I’m sorry you’ve experienced similar feelings.

On this point, I am not surprised they won't give you the phone number - it isn't intended for public use and once it's given to one person it can easily spread and become a nuisance for the staff. The Mobility and Inclusion Team, if they are the ones that handle your bookings, should always be your point of contact and should know on any given day whether your station is staffed and make alternative arrangements if it is not. And whilst you may have met with someone 6 years ago, that's a long time and by not meeting with them you will not be giving them a chance to address your concerns.

On the wider issues, whilst your lack of confidence in GWR is understandable, they don't know whether they are providing the service or failing if you are not travelling - they rely very much on your feedback.

Hi I understand what you say about if they give one person the number and they are not trustworthy they could give it out etc. However on this note I would like to say I’ve had the number since August. I haven’t rang it or gave it to anyone except my MP’s office - who I gave it to because I was too scared to ring it and they were happy to.

The team who deal with my Assistance bookings are based in a call centre in Sheffield while I am in Somerset so I hope they are not GWR’s Inclusion and Mobility Team. I understand the Accessibility Manager who I met with in 2019 was based in Swindon so a bit closer. I will meet with whoever they want me to meet with. Just hope we can work together to make it be productive.

Your last point I think is a good one - I have been travelling at least once a week recently except this week where I was due to travel Tuesday but didn’t. I hope I can go back to travelling next week. My experiences at the station have been positive recently.

Indeed no doubt if I asked the same out the lads in Burton I'd be laughed out the office, (not likely but they would professionally explain why I can't) Indeed while staff are tied up on a private line taking your booking another call from a station colleague may be missed meaning another person's assists fail.

At Naidex recently Dominic and his team at SWR where talking about the "try a train" program, wonder if that could help with your confidence OP,

Funny enough GWR is the 1st in Google results.

Try a Train | Great Western Railway

We're making the railway accessible to everyone. Visit our station and come on board with us and our Accessibility Volunteers.

www.gwr.com

"
Visit our station and come on board with us and our Accessibility Volunteers.

At GWR, we're making the railway accessible to everyone. We want to make sure that everyone in our community is confident using a train.

We know that rail travel can be overwhelming for many people. To help people get more confident travelling safely and independently on our trains, we offer free Try a Train events.

Try a Train events are perfect for:

People with disabilities or accessibility needs
Schools and groups, including SEN schools and specialist academies
Job or education seekers
The elderly
Children
We're here to help anyone who would like tailored support. We'll design the event around your needs, showing your group how to use our trains safely, independently, and confidently.

What is a Try a Train event?
Our Try a Train events have two parts. The first part is about familiarising people with our stations, and the second part takes place onboard our trains with our accessibility team.

Try a Train – Part A (Stations)
The first part of a Try a Train event is at the station. Groups can visit their local station, and will learn about:

Station safety
The help available at staffed and unstaffed stations
How to plan a journey
How to purchase a ticket
How to use a ticket barrier (also known as 'the gateline')
Understanding the environment and information around you
How trains leave the station (the 'dispatch' process)
Try a Train – Part B (Onboard our trains)
The second part of a Try a Train event is onboard one of our trains. We'll take you from one local station to another with our accessibility team. Groups will learn about:

Onboard safety (including getting on and off the train)
How to plan a journey
Knowing which train is the one you want
Where to stand when waiting for a train
The help available onboard a train
How to find your seat and where the toilets are
Knowing what tickets you have and making sure they're the right tickets"

Note for admin: can't put that in the required quote box from my mobile,

Please see the reply I gave to @Haywain above.

I certainly would not expect the station to take an Assistance booking by telephone.

I’d be happy for GWR to define the circumstances in which I can use it.

As someone has provided it to me it feels disappointing in the circumstances I cannot use it all.

I will ask GWR to reconsider laying out why I feel I should be allowed to use it. I know they will probably stand by their original decision. At least I will have tried. I also feel it would have been wrong of me if after being passed the number I hadn’t asked them so it’s not an easy situation for anyone. But alas I’m aware the final decision is theirs and there may be some genuine reasons they don’t want to go down that road.

I don’t think they are probably in a strong position to go on about how they care another persons assist may fail if I’m on the phone line as I should imagine there have been many failed assists during the times the station has not been staffed it’s scheduled hours. Also stations such as Bristol Temple Meads are telling me they rarely ring other stations anymore re assistance - it all goes on the App. I do prefer they ring through though.

I’ve not heard of the ‘Try A Train’ events. Might be useful but I’ve been using trains since in my teens and I’m now 42 so I’m not sure I am their target group! I’m also not sure if it has to be booked by a group rather than individually but if we meet with GWR I’ll see what they say.