Passengers who need assistance on Northern Trains can expect better service in the coming months. The Office of Rail and Road (ORR) has secured commitments from the operator to provide disability awareness training for front-line staff and to implement a £550,000 package of additional improvements.

The move follows Office of Rail and Road concerns after Northern Trains revealed in August 2025 that around 800 staff had not received the required training.

The operator has since been working to close this gap, with most improvements expected by March 2026.

The breach of licence obligations by Northern Trains is considered ongoing until the training shortfall is fully addressed and the improvement plan is delivered.

The Office of Rail and Road will report on the operator’s progress after July 2026.

“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.”

Stephanie Tobyn, ORR’s director of strategy, policy and reform.