UPDATED: Possible Meeting With GWR to Discuss Concerns/Questions

[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!

 

[SuspectUsual]

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)

 

[SuspectUsual]

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.

 

[SuspectUsual]

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.

 

[Kath123]

Hi Again Everyone

Sorry I'm back to haunt you.....

I've been struggling a bit the past few weeks so its taken me a while to put this together but I've typed a letter to GWR following the contact my MP has had with them recently on my behalf. I've sent it to some GWR e-mail addresses I've had from previous correspondence but I don't know if they are currently used and I'm not sure of the postal address to send it to quite yet but plan to post a copy later today. Does anyone have any ideas for the correct e-mail/postal address to send it to? For the postal address I'd prefer it not to be Freepost as I would like to send it recorded delivery.

The letter is below. Its probably not perfect but I've worked really hard on it.

As always many thanks for any support/assistance. I know the letter is long so appreciate if anybody takes the time to read.

Date: Monday 28th April 2025

​

Dear (Names redacted – Managing Director and Accessibility Manager GWR)

I am writing to you following contact my local MP Adam Dance has had with you. I believe they have been in contact with you on my behalf and on behalf of other constituents living in the Yeovil constituency area.

You may be aware that I am registered severely visually impaired and my local station is Yeovil Pen Mill.

My local MP’s office have provided me with a brief summary of their contact with you.

I understand that you have offered for me to have a meeting with your Mobility and Inclusion Team. Thank you for this – I am very grateful and am happy to attend. I am aware I have attended previously on 8th March 2019 a meeting with (name redacted), your Accessibility Manager and we discussed very similar issues to what are currently being raised. I understand that my local MP’s office will be expressing an interest to you in joining the meeting and proposing the constituency office as a venue therefore if you are happy with this I will leave it for you and them to discuss a suitable date and time.

It was good to hear that GWR have managed to recruit two relief members of staff who will cover for the two permanent members of staff employed to work at Yeovil Pen Mill when necessary eg during holidays and illness. I am very pleased to hear that GWR have made a commitment to provide cover for the station when needed and I hope this will be honoured. I was disappointed to learn from the station recently that, despite these re-assurances, the station was left unstaffed for two days recently while a permanent member of staff was on holiday. It was explained to me that GWR had tried to provide cover but the relief staff were sick. I am also aware that no note was placed on the National Rail website on this occasion to make people aware when the station was left unstaffed. This situation was obviously unfortunate and I hope it does not re-occur on a regular basis.

While I am very pleased to be advised that there are now two relief staff available to provide cover at Yeovil Pen Mill I remain extremely concerned that the station only has two permanent members of staff employed to work there who work separate shifts. My main concern is that if one of them leaves suddenly (or even leaves giving their standard period of notice) or suddenly goes long term sick staffing at the station will again be highly compromised. Are you able to offer me any re-assurance to ease my anxiety about what will happen if these kind of situations occur? Unfortunately I do suffer from anxiety (for which I am on medication) and these kind of issues do play on my mind.

I understand that my local MP’s office have explained to yourselves that I have been anonymously sent online the telephone number for the Ticket Office at Yeovil Pen Mill. The number I have been provided with is (redacted). They state that you have informed them I may not use the number as it is not for Customer use. I have been disappointed and upset by your decision and although I understand there is slim chance you will change it I would like to ask you to review it. I understand that telephone numbers for Ticket Offices are not generally given out and I’m sure there are good reasons for this but I would like you to consider my case based on my individual circumstances. As you are aware there have been significant issues with staffing and the provision of assistance at Yeovil Pen Mill over the years and it would really re-assure me if I could use the number. I would also like you to consider that when I book assistance my call is going through to a call centre in Sheffield when I am in Somerset. I did not realise this until the latter part of last year. The call centre in Sheffield obviously do not have great knowledge of the station or the staffing challenges it has faced. There have been times over the years when the call centre have not been updated when Yeovil Pen Mill has been unstaffed during its scheduled staffing hours and also times when the call centre get frustrated with me if I ask they telephone the station to check if staffing is anticipated at times I plan to travel. I have no expectation that Yeovil Pen Mill would book assistance over the phone if I telephone them but rather it would re-assure me if I could telephone them to check expected staffing directly with them before booking assistance – the only other way I can do this is by catching two buses to the station to try and talk to them or by walking the total of 2.6 miles there and back which taking into account my severe visual impairment is not easy for me. I would like to re-assure you that I have no intention of passing the Ticket Office number to anybody else. I have had the number since last August and the only other people I have shared it with are my MP and their caseworker as I was scared of calling it to check it was genuine and my MP said they would do so. As said previously I do not know the identity of the person who has given me the number as it was provided anonymously but I would assume they may be a current or retired member of railway staff and I guess they did not make the decision lightly but were concerned enough about the situation and the fairly unique circumstances involved to release it to me and I would like you to take this into consideration also.

During my contact with my MP I discussed with them and later sent them a copy of some questions I have for GWR but I was unsure who to ask them to. I’m not sure whether the list was passed to you as the MP said they might be able to pass them on? However I haven’t received any response to the following ones from my list and I wondered if you can please answer?

1. I feel my relationship with the station has become strained because of my speaking out about staffing issues and the effect this has on assistance and I worry sometimes about whether I am welcome to go back. When I attend the station to make journeys it can feel quite stressful for me because I never know how I will find things/how it will go and I wonder whether it also feels stressful/pressurised for station staff? I am wondering whether it would be possible on a one off occasion to meet the staff at Yeovil Pen Mill in a more informal situation where there is not pressure on any of us eg just for a pot of tea so I can get to know them a bit more and perhaps it can help to diffuse the situation?

2. I am aware that another Train Operator (I think it was Thameslink) held an event last year specifically for visually impaired people to attend and speak to railway staff and I wondered if GWR would consider doing something similar?

3. During the summer months I am expecting that the footfall will increase on occasion at Yeovil Pen Mill during the hotter weather due to more people wanting to travel to Weymouth. Are GWR planning to have more than one member of staff per shift on duty during the summer months at the station? If not please could they confirm what duties should the staff member at the station prioritise eg the Ticket Office or Passenger Assistance as obviously they can’t do it all at once and this has been an issue previously? I am also worried about how the staff member will cope if there is only one member of staff at the station but a number of Passenger Assists for one train.

4. My final question for GWR is what should I do if a similar situation occurs as to what happened on 2nd August last year – where I’ve booked assistance, turn up and there are no GWR staff at the station and I need to get to the platform over the stepped footbridge which I normally need assistance for?

Since typing this list apologies but I have also ended up with two further questions which I’d be grateful if you could also answer and these are below:

1. Would it be possible to know when the relief staff will next be at the station so that I could go and meet them? Obviously I feel using the Passenger Assist service involves me placing my trust in staff who are helping me and therefore I feel it would assist me if I could start building a relationship with them. Do relief staff have the same training as permanent staff eg will they have received sighted guide training?

2. I have been advised by the social media team that if I visit Yeovil Pen Mill they should be able to make assistance bookings for me. I have been advised by one member of staff at the station that they can but it obviously depends which shifts they are working whether they will be at the station when I visit. The other member of staff has informed me they have no access to book assistance and cannot access the Passenger Assist App at all. Are you able to resolve these issues please so that all staff at the station can book assistance and access the Passenger Assistance App?


Apologies this has been such a long letter. Many thanks for reading and I hope to hear from you soon.



Yours sincerely

​

​

 

[MotCO]

I have read your letter, and feel that it strikes a very neutral and balanced tone (which is good - it's not angry or accusative). It sets out a number of very good points, well presented.

Having said that, it is a bit long, and worry that GWR may not have time to read it or may not read it properly; however. I'm not sure what you can omit - all of it is relevant and succinct. Maybe you could put in paragraph headings / numbered paragraphs to alert the reader of the content in the ensuing paragraph. This may help if different people have to respond to it - e.g. staffing issues, disability and access issues etc.

Sorry, can't advise on email or postal addresses.

 

[Kath123]

I have read your letter, and feel that it strikes a very neutral and balanced tone (which is good - it's not angry or accusative). It sets out a number of very good points, well presented.

Having said that, it is a bit long, and worry that GWR may not have time to read it or may not read it properly; however. I'm not sure what you can omit - all of it is relevant and succinct. Maybe you could put in paragraph headings / numbered paragraphs to alert the reader of the content in the ensuing paragraph. This may help if different people have to respond to it - e.g. staffing issues, disability and access issues etc.

Sorry, can't advise on email or postal addresses.

Hi

Thanks for taking the time to read the letter and for the feedback. As I’ve already e-mailed it to some GWR e-Mail addresses do you think I should still try and change it before sending the posted copies?

I think your idea is a good one - I didn’t think of titling the different parts.

If I’m going to do this I think I’d need to think it through eg what titles to use and where to put them.

Any suggestions on this from you or anyone else greatly appreciated.

I was going to try and get it posted today but I think I will now leave it till tomorrow to give time for anymore feedback/assistance re your suggestion and for me to work out what to do.

*merged post*

Hi All

I realise this is quite a long thread now and I don’t know if anyone is still interested but unfortunately I could still do with a listening ear/some support so I thought I’d update.

On Thursday I received an e-mail from my MP’s office saying that they hadn’t heard any further from GWR and they were going to give them a bit more time as they wrote to them on 17th April and usually allow 4 weeks for a reply.

Friday I received the following e-mail from GWR:

Hi Kath

Thanks for sending over the letter and adding myself to the conversation. I have read it through and spoke with relevant people within GWR. I feel the best approach would be to have a meeting and go through each point in person. I think that it is likely that the answers to the questions you have asked may have follow up questions therefore easier to do in person. I also think it would be beneficial to have the station manager along, who can answer some of the station specific points.

Looking at my diary Wednesday 28th May would suit me. I will need to check with the station manager on this date but hopefully it works, especially with all the holidays this month.

Once we have a date I think we can look at place.

Kind regards
(Name redacted)
Accessibility Manager

I’m grateful for the e-Mail response but I guess it leaves me with 4 main thoughts:

1. It seems that the provisional meeting date isn’t until at least the 28th May and may be further away. This seems a long way away, giving me a long time to worry get anxious and be left with no answers but I guess it also gives me time to prepare thoroughly.

2. I’m guessing that the fact they feel that the answers to my questions may lead to follow up questions means the answers they are going to give me are less likely to be the ones I’d be hoping for/prefer so this is making me anxious.

3. The last sentence ‘Once we have a date I think we can look at place’ makes me think they aren’t comfortable/happy to accept my local MP’s office offering us to use their meeting room. Does this mean they aren’t comfortable/dont want the MP’s caseworker there? I feel I need some support for the meeting and I don’t know what other alternative support I could source if this is the case.

4. I’ve nothing against discussing the answers to the questions in person but obviously then I’m aware that I won’t have them in writing to fall back on so I guess I should either ask GWR to send a summary of the answers/meeting to me after we have it or ask whoever supports me at the meeting to take minutes. I don’t feel able to take minutes myself really as due to my visual impairment I need to use a lot of focus and concentration when typing things out and I want to be able to talk - I don’t feel I could do both successfully at once!



I did a day return journey from Yeovil Pen Mill Friday and I have been a bit concerned about part of my experience there.

I got there in the morning and a member of staff from the station assisted me onto the train and helped me find a seat. We then had the following conversation:

Me: ‘Will anyone be here later?’
Staff member: ‘What time are you coming back?’
Me: ‘18:20
Staff member: ‘We’ll be gone by that time. Speak to the guard.’ Then as the train was about to go, I thanked them for helping me, we said goodbye.

This conversation upset me a little bit. I had carefully planned my day trip to Bournemouth around Yeovil Pen Mill’s staffing hours. When I’d booked assistance by telephone a week in advance the call centre in Sheffield had told me assistance would be available from station staff at Yeovil Pen Mill both ends of my journey, my confirmation e-mail reflected that and the National Rail website page for the station contained no notice of short staffing. Although I accept my outward journey was early on Friday morning the assistance booking had clearly not been read by the member of staff at the station or they wouldn’t be asking me what time I was coming back.

As I knew the train on the way back was likely to come in on the platform the Ticket Office side of the station (not over the stepped footbridge) I felt I could manage with guard only assistance providing the guard knew about it obviously and I was upset it hadn’t been discussed and confirmed properly eg when I booked assistance and I was only told this would need to be the case right at the last minute on the day AFTER I ASKED if anybody would be at Pen Mill on the return as per the conversation above.

A few weeks ago another member of staff at the station did say to me that they feel if I’m travelling back to Yeovil Pen Mill from Weymouth direction they do feel it’s best the guard does the assistance not the station even if somebody is there. I don’t know why this is. I think it might be because that side of the station I can manage with guard only assistance (help off train, tell me to go left or right to exit) and sometimes the guards have been very on it (I love on it guards!) and get there before them but I feel if they want the guard to do the assistance that needs to be how the assistance is booked, in my confirmation e-Mail and clearly communicated to the guard in anticipation. Does that sound reasonable?

Also Friday I was upset because obviously the conversation above indicates the station had reduced staffing hours AGAIN that day (with no relief cover) as the Ticket Office should be open until 18:25 and then they close and cash up etc (I’ve been told previously someone should be at the station until about 7pm weekdays.)

I telephoned GWR’s Accessibility Manager and they said they would contact the station team to clarify if Yeovil Pen Mill were not going to be staffed their scheduled hours and who was providing my assistance when I returned there. I spoke to the Accessibility Manager at 10:17. At 13:38 they sent me the following text message ‘I have sent a message to the train manager so she is aware of the situation. Will keep chasing the stations as not heard from them. Definitely something to raise when we have our meeting with the station manager.’ I was grateful to the Accessibility Manager for trying to contact the station and for contacting the guard. Surely it is concerning though that an Accessibility Manager could not manage to get hold of Yeovil Pen Mill during their scheduled opening hours?

During the journey back from Weymouth to Yeovil a member of staff on the train introduced themself to me and they used to do my assistance sometimes at Pen Mill last year as they worked at the Ticket Office but are now training to be a guard. I felt embarrassed that I had not been able to recognise their voice and I don’t have enough sight to be able to recognise people visually. They helped me off the train and confirmed which way I needed to go to the exit so all was ok.

I wonder if Yeovil Pen Mill knew who the guard was going to be and had already spoken to them? But if so why didn’t they tell me? It could have saved a whole day of anxiety!

Thanks for reading if you got this far.

 

[MotCO]

1. It seems that the provisional meeting date isn’t until at least the 28th May and may be further away. This seems a long way away, giving me a long time to worry get anxious and be left with no answers but I guess it also gives me time to prepare thoroughly.

2. I’m guessing that the fact they feel that the answers to my questions may lead to follow up questions means the answers they are going to give me are less likely to be the ones I’d be hoping for/prefer so this is making me anxious.

3. The last sentence ‘Once we have a date I think we can look at place’ makes me think they aren’t comfortable/happy to accept my local MP’s office offering us to use their meeting room. Does this mean they aren’t comfortable/dont want the MP’s caseworker there? I feel I need some support for the meeting and I don’t know what other alternative support I could source if this is the case.

4. I’ve nothing against discussing the answers to the questions in person but obviously then I’m aware that I won’t have them in writing to fall back on so I guess I should either ask GWR to send a summary of the answers/meeting to me after we have it or ask whoever supports me at the meeting to take minutes. I don’t feel able to take minutes myself really as due to my visual impairment I need to use a lot of focus and concentration when typing things out and I want to be able to talk - I don’t feel I could do both successfully at once!

I appreciate that you may be anxious at such a meeting, but I hope that the railway staff will put you at your ease. What you are asking for is not unreasonable, nor do you come across as an unreasonable person - quite the opposite in fact. The railway should be embarrassed that they are not able to meet your needs. To make you less anxious, do you have a friend who could go with you?

I felt embarrassed that I had not been able to recognise their voice

Please do not be embarrassed. I sometimes cannot recognise people, and I'm fully sighted!

 

[Adam Williams]

1. It seems that the provisional meeting date isn’t until at least the 28th May and may be further away. This seems a long way away, giving me a long time to worry get anxious and be left with no answers but I guess it also gives me time to prepare thoroughly.

2. I’m guessing that the fact they feel that the answers to my questions may lead to follow up questions means the answers they are going to give me are less likely to be the ones I’d be hoping for/prefer so this is making me anxious.

3. The last sentence ‘Once we have a date I think we can look at place’ makes me think they aren’t comfortable/happy to accept my local MP’s office offering us to use their meeting room. Does this mean they aren’t comfortable/dont want the MP’s caseworker there? I feel I need some support for the meeting and I don’t know what other alternative support I could source if this is the case.

4. I’ve nothing against discussing the answers to the questions in person but obviously then I’m aware that I won’t have them in writing to fall back on so I guess I should either ask GWR to send a summary of the answers/meeting to me after we have it or ask whoever supports me at the meeting to take minutes. I don’t feel able to take minutes myself really as due to my visual impairment I need to use a lot of focus and concentration when typing things out and I want to be able to talk - I don’t feel I could do both successfully at once!

I'd try not to overthink some of these things; e.g. my take from reading GWR's response is that they've not ruled out the MP's meeting room as a venue option. Figuring out a date first is a reasonable to go about trying to sort out a meeting, and indeed - an approach I've seen taken in the private sector often. It is a little bit far out, but at this time of year there is often annual leave and other events to try and work around.

Equally, regarding your second point, I wouldn't necessarily take that conclusion away. Some things might be easier to address in person - e.g. reassuring you in a sincere way that you shouldn't feel apprehensive about exercising your right to request and receive assistance and that you are not being unreasonable. Some explanations - particularly if staffing matters are involved - might be complex, and may invite follow-up clarification questions. It's good that they're hoping to address everything at once for you, and ensure that your queries get answered.

You have every right to communicate your concerns about minutes and notes; if it does go ahead with your MP's caseworker and you trusted them, they might be able to take minutes and share these with you. Alternatively, GWR might be willing to agree to let you record some or all of the meeting for your own future reference - best to ask ahead of the meeting about this sort of thing, but again - it wouldn't be an unreasonable suggestion and I've attended many meetings with train operators where they've requested to record the meeting. It's easier when it's Microsoft Teams, of course!

 

[Chrius56000]

. . .Is it not high time N.R. thought about equipping these stations with lifts?

 

[philthetube]

Thanks.





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.

Possibly this response is too late but I if you have not got a copy of the Letter the letter I would be inclined to write or email beginning your letter with, I was wondering if it would be possible to let me have, etc.