Customers with Disabilities or Restricted Mobility

Northern aims to make its services accessible to all, including those customers with disabilities or restricted mobility. We have a Disabled People's Protection Policy (DPPP) that sets out the services that disabled customers can expect when travelling with Northern.

A summary of the DPPP, called 'A Guide for Customers with Disabilities', is freely available to customers at all staffed Northern stations, by writing to or telephoning our Customer Relations Department, or on this website at www.northernrail.org/northern/passengercharter/dppp. The DPPP is also available in large print, Braille and audio format by contacting our Customer Relations Department.

Our commitment includes:

  1. The availability of a telephone pre-booking assistance service to ensure that customers are met and assisted throughout their journey. In order to ensure that the best service is available, we advise customers to give at least 24 hours notice. We will consider appropriate compensation if assistance arrangements made in advance for travel on Northern services and for Northern stations are not provided.
    If it is not possible to give notice it may still be possible to help you. The special contact telephone number for assistance is:
    Telephone 0845 600 8008 or Textphone 0845 604 5608. 08:00 to 20:00 Monday to Saturday, 09:00 to 17:00 Sundays and Bank Holidays*
    *There is a recorded message outside these hours.
  2. All our services carry wheelchair ramps and our staff are able to use them.
  3. We will try to provide space as far as practicable in our trains for customers using wheelchairs, both manual and electric, of standard dimensions (up to 120cm by 67cm). However, other types of powered vehicles cannot be carried. Scooters will only be carried if they can be folded by the customer and carried on board, then stowed, similar to a piece of luggage. Further details are contained in our Guide for Customers with Disabilities or can be obtained by contacting our Helpline on 0845 600 8008.
  4. Northern accepts the National Disabled Persons Railcard that offers price reductions of up to a third on a range of rail tickets.
  5. Northern's services call at over 500 stations and levels of accessibility and assistance vary considerably. This can be clarified by ringing our Customer Relations Assistance Helpline.
  6. Northern will consult with agencies who represent disabled people to improve the provision of information and better understand access requirements.
  7. We endorse and are committed to adopting the services, standards and guidance contained in the Strategic Rail Authority's Code of Practice entitled 'Train and Station Services for Disabled Passengers'.
  8. Northern is pleased to support the Guide Dogs Travel Charter.
  9. Northern will provide all customer service staff with Accessibility and Equality training.