We will maintain our stations in a good condition and to a high standard of cleanliness. We promise that regular inspections will be carried out to ensure these standards are maintained. We report the results of our inspections to the Department for Transport (DfT) and PTEs.
All customer service staff at our stations will be easily identifiable and will present a good image, wearing full uniform including name badges. We will use our reasonable endeavours to ensure that a public telephone is provided on, or in the immediate vicinity of all Northern stations.
We will where possible provide real time information about our train services at Northern stations by means of public address and/or information screens. Alternatively, passengers may request information by means of a Help Point or freephone hotline where provided.
Toilets, where provided at Northern stations, will be regularly cleaned and kept in good order.
We will display notices at stations giving details of our address and telephone number, facilities available at the station, details of other nearby public transport and taxis, the location of the nearest public telephone and details of how to complain, firstly to Northern and, if not satisfied, to Passenger Focus.
Download the Northern Rail Passenger Charter PDF:
Northern Rail Passenger Charter (114kb)
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