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Doors must contrast in colour with their surroundings. 33

See Section B4.1 Glass and transparent materials for

more information on glass or transparent doors.

Technical note 33

See Dulux Design Guide on the use of colour contrast.

For more detail (Appendix 4, Section C)

Lighting

Good lighting at stations can enhance the appeal of public

transport and give passengers a feeling of comfort and

security. 34 Wherever possible, it is recommended thatpublic buildings are designed to make use of natural lighting,

though care must be taken to minimise glare and strong

reflections off surfaces.

Technical note 34

Lighting guidelines:

Higher levels of illumination are desirable for visually

impaired passengers. There is a need to ensure that the

recommended lighting levels do not affect the safe

operation of the railway and in particular the need for train

drivers to see signals and signs clearly. Safety on the

railway must always take precedence.

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The recommended minimum light level for circulation areas,

lifts and ramps at stations is 100 lux. In particular, it is

recommended lighting levels are at least 150-200 lux above

stairs and escalators but the transition must be smooth. It is

recommended that platform lighting is a minimum of 100 lux

measured horizontally at platform level for new stations and

that where platforms are extended or major refurbishment of

platforms takes place, then the lux levels are consistent withthe rest of the platform, and if the cost is not excessive lux

levels are improved for the whole platform.

White artificial light is more effective than yellow artificial

light in terms of its colour-rendering properties and to

create true colour appearance. Strobe effects with lights

must be avoided as these may cause problems for people

who may have epileptic seizures.

New lighting columns must be not less than 2500mm from

the platform edge, 3000mm where line speed exceeds

100mph/165km/h (Railway Group Standard GI/RT7014).

Columns should always be aligned with other station

furniture, particularly on island platforms, and with careful

placing ensure that the spread of light is even so that

collision hazards are reduced to a minimum. Columns

should be highlighted with a band of contrasting colour to

alert people to their presence. This band should be

positioned at a height of between 1400mm and 1500mm

and be a depth of 150mm.

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Lighting levels must be good and consistent throughout

routes used by passengers. An adequate lighting level forpeople using the facility must be achieved. There must be

no sudden differences in lighting levels. Everyone takes time

to adapt to brighter or darker conditions but for visually

impaired people this can take longer and cause a real

hazard. Any transition on lighting levels must be smooth.

No areas must be excessively bright or dark. There must be

no areas of strong shadows. Lighting must be uniform during

the day and night.

Different lighting levels are recommended in sections B5.2

Passenger operated lifts, B5.2 Steps and stairs, B5.2

Escalators, Section B5.3 forPlatforms and Section B5.4

Waiting rooms and shelters.

Floors

It is recommended that all passenger facilities are on one

level. Unexpected changes in level must be avoided

therefore it is recommended that breaks in the surface such

as thresholds, drainage channels and short, sharp ramps are

avoided. Single steps must be avoided. Stairs must have aminimum of three steps. See Section B5.2 for information

about greater changes in level.

It is recommended that floors have a matt or semi-matt finish

wherever possible, to avoid specular (undiffused) reflection

and glare. Polished surfaces can become slippery, and shiny

surfaces can look slippery which mean people may not beconfident about walking on them.

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Floor surfaces must be firm, even, easily cleaned and slip-

resistant when wet or dry. Where necessary, floors must be treated with a slip-resistant finish. 35

Technical note 35

Slip-resistant flooring:

All floors should have some slip-resistance when wet or dry.

A slip-resistance value of between 40 and 70 is generally

safe. This must be above 50 in the open and maybe as low

as 40 where the platform is fully covered. The test must be

conducted in both wet and dry conditions, and measured

with 4S, torsugar rubber, on a pendulum test. Surfaces

with values outside this range are likely to be slippery or too

grippy and therefore more likely to contribute to accidents.

If necessary, existing floor surfaces should be treated to

improve their slip-resistance. Where two materials abut

each other they should have a similar level of slip-resistance

otherwise the foot, walking frame or wheel will be abruptly

stopped or caused to slip.

New hard floor surfaces, such as ceramic tiles, natural stone,concrete or terrazzo, which are widely used in commercial

environments for their durability, should use an additive,

such as carborundum, to make them more slip-resistant.

Mats can be used to reduce risks, as long as they are fixed

and flush with the floor, so there is no danger of tripping

over them. (See Section B4.1 Unobstructed progress.)

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Main thoroughfares within buildings must have consistent

floor surfaces. It is recommended that changes in colour andtexture are used to mark the edge of the thoroughfares and

any impending hazards such as projecting obstacles and

stairways.

Steep cambers can cause problems for both visually impaired

people and wheelchair users, so must be avoided. 36

Technical note 36

The maximum recommended camber is 2.5 per cent.

See Building Sight, RNIB (see Appendix 4).

Drainage grilles should, where possible, be offset from theaccess route. They must be set flush with the surrounding

area. It is recommended that grille bars are set at right

angles to the main direction of travel, if there is one, so that

they do not trap wheels or long canes. 37 Dished channels

must not be incorporated within an access route as they

increase the risk of tripping or wheelchair users tipping over.

Technical note 37

The gap between grille bars must not exceed 13mm.

Any temporary hazards, such as wet areas caused by a leak

in the roof, must be marked. The signs or other devices

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used to do this must be stable and not be a hazard in

themselves. They must be in a colour which contrasts withtheir surroundings.

Walls

Walls should not have glossy surfaces. They must be in a

colour which contrasts with the floor and the ceiling so that

the boundaries are clearly visible. 38

Technical note 38

See Dulux Design Guide for colour contrast between critical

surfaces (Appendix 4, Section C).

Passengers with visual impairments encounter difficulties

where stainless steel and blending shades of grey are

utilised. Careful consideration must be given to the use of

these materials to ensure adequate contrast still exists

between surfaces.

Glass and transparent materials

Serious injuries can be caused when people fail to see

transparent panels or walls, plate glass windows, doors and

shop fronts. This can affect sighted passengers as well as

those with impaired vision.

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However in terms of making passengers feel secure and the

ability to utilise natural light through glass, there are benefitsfor using large areas of glass for facilities such as lifts and

shelters. Where large areas of glass are used for any

facilities they must be clear to all users and marked with a

contrasting tonal colour. Tonal contrast is the difference in

quality between two colours including the difference in the

amount of useful light that each reflects. 39

Technical note 39

Recommend the use of Project Rainbow technique as

explained in the Dulux Design Guide for the use of colour

contrast (see Appendix 4, Section C).

Any highlighting and manifestations

used to warn people of the surface

must remain visible in different lighting

conditions and against all background

environments. 40

Manifestation

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Technical note 40Transparent wall markings:

The contrast that needs to be achieved is that of the

glazing manifestation with the background against which it

will be viewed. Its appearance must be taken into account

during daylight and at night. The manifestations must be in

regular forms, and preferably in clean square or rectangularshapes rather than organic or rounded. The manifestations

should be centred at 500mm and be at least 150mm x

150mm. On these manifestations, it is acceptable to mount

graphics or other signage so long as the clarity of the

manifestation does not become reduced. If a fully glazed

door is adjacent to, or incorporated within, a fully glazed

wall, the door should be clearly differentiated. When acontrasting band of colour on a glass wall or door is used it

should be between 140mm and 160mm wide, with the

lower edge at a height of about 1500mm. Two such bands

at heights of 1050mm and 1500mm should be used where

the wall or door is on a main pedestrian route. It is

recommended that etched or clouded glass is avoided as it

looks like the misting of the visual field experienced by

some people. It is recommended that advice from the

RNIB (see Appendix 5) is sought beforehand if considering

these techniques.

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Building works

Building works are a particular hazard to disabled people.

They can crop up unexpectedly in familiar places where

people may not be looking out for them. Because they are

temporary and changing, often less attention is given

to minimising

hazards and

many building

contractors are

simply unaware

of the need to

make their sites

more obvious or to

provide accessible

routes around

them.

All works and builders materials in thoroughfares must be

enclosed by a fence or barrier which is at a height and colour

to be seen easily. 41 Lamps must mark out the site when

the area is not lit. It is recommended that lamps are used at

night for areas that are lit as they provide a higher, more

concentrated source of light around the obstructions,

although care must be taken to ensure the safe operation of

the railway. The route round the works must be clearly

marked and wide enough for wheelchairs. Where building

works are of a size and type which may make it difficult for

some people to use the station or facility concerned,

information about the nature of the obstacle (and any

Building works

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alternative means of accessing that facility or service) and

about how long it will remain must be fed into the informationnetwork (see Section B2.1).

Technical note 41

Temporary safeguards while works are

carried out:

It is recommended that the upper edge of barriers should

be at least 1000mm above the ground and should contrast

in colour with their surroundings. Barriers should be

detectable by both long cane users and those with a visual

impairment, with a tapping rail of a minimum depth of

150mm, with its lower edge up to a maximum of 200mm

above the ground. If the barrier consists of a hoarding, itshould include a contrasting band of colour between

140mm and 160mm wide, with the lower edge at a height

about 1500mm. The use of warning stripes indicates a

temporary warning and the colour chosen must contrast

with its background. On steps or ramps it is recommended

that barriers include a smooth, rigid handrail in a contrasting

colour fixed at between 900mm and 1000mm above groundlevel, for pedestrians to use for guidance and support.

When commissioning work, station operators (or Network

Rail as landlord) must ensure that contractors are aware of

these basic rules in conjunction with their railway safety case.

Where necessary local access officers or disability groups can be consulted for advice. 42

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Technical note 42Some local authorities (and PTEs with responsibility for

transport) have access officers who have responsibility for

ensuring that buildings and their surroundings are

accessible and who can offer specialist access advice.

They often work with local access groups of disabled

people. Details can be found in telephone directories,

public libraries, local council offices or through the Access

Association (see Appendix 6).

Handrails must always be provided on one side of staircases

and ramps even when temporary work is underway. It is

recommended, where possible in these situations, that

handrails are provided on both sides.

B4.2 Information at stations

When information systems are being designed or renewed,

care must be taken to ensure that information is given clearly

and consistently in both audible and visual forms.

Signs

Station signs have to identify services, facilities and

platforms, and guide passengers towards whichever of them

they need. 43 To do this job effectively, all signs must form

part of a comprehensive, coherent and consistent system.

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This is particularly important where several passenger train

operators share a station.

Technical note 43

For more information on signs see Sign Design Guide,

JMU Access Partnership and Sign Design Society. This

document explains the one sign for all concept, planning a

signage system, the four different sign types and how to

achieve accessible, embossed and Braille signage (see

Appendix 4, Section C).

Signs are not a substitute for good station design. As far

as possible, stations should be laid out in a logical way, so

that finding a particular facility is partly intuitive. It is

recommended that signs giving the same type of information

have the same shape, positioning, colouring and format.

Direction signs for

pedestrians must

be repeated

where a routedivides or where

passengers join

the route from

platforms.

Repetition ensures

that people do not

lose confidence Signage

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that they are on

the correct route.Routes for

wheelchair users

and people with

mobility

impairments

(particularly where

they are not the

main route out of

the station or to

facilities such as platforms, toilets, ticket offices etc) must be

clearly signposted. Consistency is essential the sign for a

facility or feature should continue to appear until it is reached.

Information for each platform must be of a matching type,

position and size. Emergency and safety signs have specific

guidelines that apply to these types of signs only. 44 The

system must be adaptable so that changes can be made.

Technical note 44

See Railway Group Standard: GV/RT7014 and GC/RT5161(latest edition should be used at all times) and the Safety

Signs and Signals Regulations 1996.

Materials

Signs must be durable, and materials must be used whichwill not fade. The surface must have a matt finish and signs

Signage

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positioned so that they are not viewed directly against external

glazing, nor placed near a light source to avoid glare.

Clarity

Text and symbols must be concise so signs can be read

and understood quickly. They must be clear, consistent

and unambiguous.

Information displayed on signs must be as clear as possible

to people with learning difficulties. It is recommended

general research is instigated by all operators to develop

consistent signage across the network that meets the needs

of people with learning difficulties.

PositionThe visibility of a sign is affected by its position, size and

by its distance from the person reading it. This must take

into account the direction from which people are likely to

approach the sign and where they might stand to read it.

Overhead signs must have adequate clearance from the sign

to the ground. 45

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Technical note 45The average eye line of a standing person is in the range of

1400-1700mm above ground level. Signs, such as

directories or identification signs on doors that are intended

to be read at close range should be mounted as close as

possible to this range. Overhanging and projecting signs

must be mounted high enough to avoid creating a hazard:

2500mm from the underside of the sign to the ground is the

minimum clearance as set out in Railway Group Standard

GC/RT 5161. Where signs are accompanied by a control

panel, they should be positioned within easy reach. The

range 900-1200mm above ground level meets the needs of

both wheelchair users and those standing. The legibility will

also depend on the viewing distance that it needs to beread from.

All signs must be well lit at all times. Lighting levels of a

minimum of 200 lux are recommended, whether by natural or

artificial lighting (see Section B4.1 Lighting). Signs must

not be placed against low-level sunlight or artificial light

because this makes them difficult to read. This must be

checked both at standing and sitting height.

Signs must not be placed where they may be an

obstruction. 46

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Technical note 46Where low level signs are supported on posts, the sign

itself must not extend 150mm beyond the posts and a

tapping rail at a maximum height of 200mm should be

placed between such posts to prevent blind or partially

sighted passengers colliding with the sign (see Technical

note 28). Where signs containing detailed information such

as timetables or maps are fixed to walls it is recommended

they are centred at 1550mm from the ground.

Size of lettering

Of the large number of blind, deafblind and partially sighted

people only approximately four per cent have no useful

remaining vision. There are a wide range of eye conditions

and what people can actually see varies between individuals

and often changes on a daily basis. Signs that are designed

around the needs of people with low vision and people who

have learning difficulties are more likely to be clear, visible

and unambiguous and will therefore meet the needs of a

broad range of customers.

The greater the distance between the sign and its reader, the

larger the lettering must be. The aim is to use the largest

practical size compatible with the space available. 47

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Technical note 47A guide for fixed signage:

The Sign Design Guide (see Appendix 4, Section C)

includes more detailed information on reading distance and

letter height.

Typefaces

Research into legibility has led to the design of a number of

typefaces which are used by the transport industry. Clear

typefaces include Helvetica, Arial, Rail Alphabet, Brunel, New

Johnston and Airport. Over-stylised designs and ornate

typefaces can be very difficult to read and serif faces should generally be avoided. 48

AcceptableLetter Height (mm) 170 130 100 70 40

ReadingDistance (mm) 5000 4000 3000 2000 1000

Best LetterHeight (mm) 200 160 120 80 40

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Technical note 48

Lower case lettering is generally easier to read than capital

letters.49

Research has also shown that a mixture ofupper case and lower case letters (e.g. Sunderland) can be

x Italics are not very clearx This face is too condensed

A selection of sans serif typefaces. The letter O should

be almost round and the letter thickness should be

consistent; neither too heavy nor too thin.

Futura 123456789

Helvetica 123456789

Some of the most legible serifed typefaces. Look at the

numerals too, to see if they are clear and consistent.

Sabon 123456789

Times New Roman 123456789

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read more easily and recognised more quickly than capitals

only (e.g. SUNDERLAND), especially when used for placenames, which passengers often recognise by the general

shape of the word. Therefore a mix of upper and lower case

must be used for all signage.

Technical note 49

Words are more legible and easier to remember if lower

case letters are used because they make word shapes.

INFORMATION

Information

INFORMATION

Information

Even with blurred vision, upper and lower case words

are more memorable.

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Colour and contrast

Lettering on signs must stand out clearly from the

background. 50 So that a series of signs can be read

against a variety of backgrounds, all signs should have a

border that has a good light to dark contrast with the general

background of the sign. The text and any symbols must then

contrast with the general background. The simplest solution

will be to choose one colour for the text (including anysymbols) and border and a second for the general

background. 51

Signage

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Background

Red Brick

or dark stone

Light brickor light stone

Whitewashedwalls

Green vegetation

Back-lit sign

Black, dark green

or dark blue

White or yellow

White or yellow

Black, dark green

or dark blue

White or yellow

White

Black/dark

Black/dark

White

Black

LegendSign Board

Technical note 50This table shows appropriate colour relationships for the

siting of signs.

Technical note 51

Different situations need different solutions; see Sign Design

Guide (Appendix 4, Section C). Colours used to convey

safety messages, in accordance with British Standards 5378

and 5499, should not be used on information signs.

Particular care must be taken with any colour used to

establish a corporate identity to ensure that it complementsthe clarity of signs.

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Symbols

Symbols can supplement words to indicate specific facilities.

This is particularly relevant where embossed information is

also provided. They can have the advantage of simplicity

and greater clarity. Some, such as those for information and

telephones, are now familiar and widely recognised.

However symbols must not be used without text unless it is

known that they will be understood by passengers. It is also

important to ensure that visually impaired people understand

any embossed information before it is installed. Complex or

obscure designs may take longer to understand than words

such as Ticket Office. Symbols should follow the British

Standard for public information symbols. 52 The use of any

symbols must bear in mind the need for consistency across

the railway network.

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ISA International

symbol for access

Accessible to people

with assistance dogs

Technical note 52Examples of good pictograms which have been tested by

British Standards.

Examples of obscure pictograms to be avoided.

Because the International Symbol for Access is commonly

used as a universal sign for disability, it can cause confusion

where the best route for wheelchair users and those with

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Level access Accessible ramp Accessible lift

other wheeled vehicles, such as trolleys and bag buggies, is

too long for other disabled people such as those who mayonly be able to walk a short distance. It is recommended in

this case that an alternative logo, with an appropriate

indication of any barriers (e.g. stairs) be adopted for the latter

route. Proper use of these symbols for stairs, escalators, lifts

and ramps will help give guidance and allow people to make

informed choices of route for themselves. 53

Technical note 53

Wheelchair pictograms.

Illuminated signs and variable message signs

Internally illuminated translucent signs may be suitable inside

buildings, but care must be taken to ensure that there is no

glare which could reduce their effectiveness. The colour and

size of lettering may need to be different from externally lit

signs to ensure a consistent standard of legibility. 54

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Illuminated sign

Technical note 54

Passengers with visual impairments find it particularly

difficult to read any non-solid messages made up of dots

unless the grid used is fine enough to reproduce accurately

the shapes of letters and numerals. Great care is therefore

required to ensure that the letter shapes and colours used

are clear; certain numerals such as 6 or9 can be difficult

to read and the figure 0 must not include a diagonal line.

The rules about legibility set out above apply equally to

electronic, plasma screen or dot matrix signs. 55

In addition, systems which give changing information (such as

the list of stations en route or display alternative information)

must allow enough time for people to read and comprehend

the information before it changes; visually impaired people

and passengers with learning difficulties may require longer.

It is useful if the display times are set to correspond with the

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amount of

information thatneeds to be read

and understood.

Screen

information must

always be

refreshed rather

than scrolled.

Good luminance

contrast between the text and the background will improve

the quality of the display. The text heights in the table are

based on maximum contrast, i.e. black text on a white

background; for screens that incorporate anything less than

maximum contrast there will be a need to compensate for this

by increasing text heights. The minimum text heights in the

table are not recommended unless it can be established that

critical information that essentially needs to be displayed on

the same screen cannot be displayed in this way without

reducing the text height. It is preferable to rationalise the

amount of information.

Customer Information System

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Technical note 55Guidelines for electronic customer information

systems:

The height of the text used on plasma screens is dependent

on the viewing distance, for lower level screens the

distance is obviously reduced. The figures are based on

someone who is eligible for registration as partially sighted.

High level screens should be fixed at an angle between

5 degrees to 15 degrees depending on the mounting

height. Where LED or dot matrix displays are used, a clean

letter shape should be established. A 32 dot display will

provide a clearer text than an 8 dot display, where the letter

shape will be broken. The ascenders and descenders of

letters should not be squashed as this reduces the legibility

of the text.

Viewing Distance Good Text MinimumHeight in Metres Height mm Text mm

1.0 metres 29 15

1.5 metres 44 22

2.0 metres 58 29

2.5 metres 74 37

3.0 metres 87 44

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It is recommended that low level screens are provided where

suspended screens are used. This will benefit wheelchairusers and people who find it difficult or uncomfortable to look

up for long periods of time. Any low level screens should be

mounted consistently at all stations, for example, next to the

ticket counter or customer information desk.

Glare from lighting can be a major cause of discomfort,

particularly for people who are sensitive to bright sources oflight. To help alleviate this problem, it is recommended to

avoid mounting plasma screens where they are within the

same field of view as light sources or areas of external

glazing. Mounting plasma screens at a lower level on the

main concourse may help to reduce reflections and direct

glare from the roof lights. Veiling reflections occur when a

source of natural or artificial light can be seen reflected in thescreen. These veiling reflections reduce the contrast between

the text and the background and can make sections of the

screen unreadable. Consideration must be given to the

positioning of screens and to providing adequate shading

from areas of glazing or light fittings where necessary.

Screens should be manufactured from a material that is as

matt as possible so as to help reduce veiling reflections.

It is recommended that all screens and signage are mounted

in positions which are reasonably close to the main

passenger desire lines but which are equally not likely to

impede or disrupt the passenger flow. The consequences of

creating screen or matrix destination boards directly within

the line of travel is that human barriers begin to form during

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peak hours which can be intimidating and difficult for disabled

people to move through. It is essential to ensure that theinformation given on variable message signs is accurate and

up to date.

Embossed signs

Embossed signs must be provided where visually impaired

people need them to be able to identify and use facilities onstations. They must be used on all lift controls on new lifts,

and be fixed next to toilet doors to identify whether the toilets

are unisex or single sex. 56 Embossed signs must not be

engraved, and the letters or symbols must be large enough

for people to read easily. 57 Where space permits, Braille

must also be used. 58

Technical note 56

Signage should always be mounted consistently on the

latch side of the door, preferably to the right. Signage

should be mounted at between 14001700mm. With toilet

and washroom doors, it is acceptable to mount signage onthe door itself.

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Technical note 57Embossed sign recommendations:

Embossed signs are essential for people who have no

sight, and those who cannot make out individual characters.

Characters on tactile signs must be raised by 1mm to

1.5mm from the background. They must have a stroke

width of 1.5mm to 2mm and a height of at least 15mm,maximum 60mm. An ideal height range for the sign is

between 1400mm and 1700mm from the floor, with a

maximum horizontal stretching distance of 500mm. More

information on tactile signs can be found in the Sign

Design Guide, JMU Access Partnership and Sign Design

Society (see Appendix 4, Section C).

Technical note 58

Grade 1 Braille can be used for single-word signs,

contracted Braille (Grade 2) for multi-word signs. The

Sign

Design Guide (see Appendix 4, Section C) demonstrates

how to incorporate Braille information on standard signage,

located directly below the relevant text, ranged left and

identified with a locator on the edge of the sign board.

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Maps

It is recommended that station maps, which show the layout

of larger stations (categories A-B), are designed so that, as

far as possible, wheelchair users and people with visual

impairments or learning difficulties can use them. This may

involve having maps at different heights. See also Section

B4.2 Navigation systems for visually impaired people.

Maps must be well lit, it is recommended lighting levels

should be a minimum of 200 lux.

Where street maps are provided, it is recommended that they

show other local transport boarding points, such as bus stops

and taxi ranks, and telephone numbers of services.

Navigation systems for visually impairedpeople

Embossed maps in stations can be difficult to use. There are

no common standards for embossed symbols and they can

be difficult and time consuming to read. Tactile maps that

can be read at home in advance of using the station facilities

can be very helpful, however these must be designed by

experts. The RNIB recommend using electronic navigation

systems wherever possible as they are a useful complement

to existing facilities for some people. These give directional

and other information through a series of loudspeakers

installed in the station or by radio to a portable receiver with

an earpiece. The information provided changes according to

where the user is. Visually impaired people carry a card that

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triggers the system. The system has the added advantage

that information can be provided in different languages. 59The Authority recommends that these be investigated,

especially for new stations or as part of a major refurbishment.

Any such system must be able to cope with changes due to

temporary or other works. It must be stressed that such

systems are not a replacement for the need for staff

assistance.

Technical note 59

These systems have undergone trials. More information is

available from the RNIB (Further details are in Appendix 5).

Announcements

Content

Clear announcements of every departure, giving time,

platform and destination, are particularly valuable for blind

and partially sighted passengers, and a reassurance to all.

Where facilities currently exist or are being proposed that

convey visual information, then any audible information given

must be displayed visually as well.

At very busy stations (station category A at all times, B and C

during peak hours, as defined in Section A4.8 Stations) it

may not always be possible to announce every departure

because there may be too many messages to convey at the

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same time and passengers may become confused. However,

with careful consideration of message structures, summarydeparture information can be given at the vast majority of

stations. Audible announcements must give priority to

covering any variations from the normal timetable

(emergencies, revised platforms, cancellations or late

running), and details of longer distance or special services.

Announcements must include information about the probablelength of any delay, where this is known.

Announcements must be given early enough to allow enough

time for people to act on them, without having to rush.

Announcements must also be made, after proper training in

their content has been provided to staff, so that station staff

can locate passengers who have booked assistance via the

reservation system (APRS) (see Section B2 Pre-travel

information) where those passengers are not easily

identifiable, so that suitable assistance can be provided.

Where announcements are made and the passengers who

booked assistance are not located, the

destination/interchange station can be informed that the

passenger is not travelling on that service.

Where announcements do not cover every departure, an

alternative means of providing visually impaired people with

this information should be found. At the very least, staffed

booking offices and information points as well as appropriate

remote help points, must be able to provide this information.

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Clarity

Announcements must be clearly audible throughout the main

passenger areas of the station. Because many people have

difficulty hearing higher frequencies, it is recommended that

announcement systems be adjusted to boost the lower end

of the frequency scale. Careful consideration of location and

ensuring that speakers are placed frequently throughout the

station to reach all public areas is vital, rather than relyingpurely on high volume. High volumes can cause pain and

disorientation to some users.

All PA systems must be linked to induction loops that cover

the main public areas of the station (i.e. ticket office, waiting

rooms, around customer information systems (CIS) etc).

Station operators will need to consider some practical issues

when installing induction loops. Areas should be tested for

electrical interference (usually heard as a buzzing noise on a

hearing aid when switched to t) before installation. There

may be a difficulty in looping large areas. One solution

would be to have a series of listening areas, an approach

that has been adopted by some airports. All staff working in

locations with an induction loop must be trained in its use.

All induction loops must be kept in working order and signed

appropriately. RNID produce a device known as a Crystal

Set which is used to test that induction loops are working.

Operators must make sure of this by testing them regularly.

Where induction loops break down, operators must ensure

that they are repaired within 48 hours of notification of the

failure. Until the system is repaired, operators must providealternatives, which may include increasing staffing levels.

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Recordings

All recorded information must be clear and succinct, and the

quality of recording must be high. All systems which relay

recorded information (PA, help information points, for example)

must be equipped with an induction loop.

Emergency alarms

Emergency alarms must be both visible and audible. Visible

announcements can be displayed on departure screens and

where the text of these screens is coloured, the emergency

announcement must use text of a different colour (see

Technical note 44). Flashing alarms can be helpful but their

use needs professional advice, and great care should be

taken to ensure that strobing does not provoke an epileptic

seizure. Any visual alarm should be positioned so that it does

not interfere with the train drivers ability to see and act on

signals and signs. Audible emergency alarms must be played

as distinct and different from all other audible signals in the

station. This includes open and close tones from train doors.

Help and information points

Help points

Where staff are not always available to give information,

clearly marked help points are recommended for key

locations, such as on main platforms or concourses, so that

passengers can talk to enquiry offices or other points of

assistance. As well as providing information, this will help to

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reassure passengers who may feel nervous or threatened.

Staff must be available to answer calls at all times thatservices are in operation at the station.

New installations must be fitted with induction loops. It is

strongly recommended that old points are fitted with them

wherever reasonably practicable. They must be designed so

that visually impaired people can find, recognise and use

them.60

An information surface can be used to identifyhelp points to visually impaired people but should only be

introduced if local users recommend it. (For details see

Guidance on the Use of Tactile Paving Surfaces Appendix

4). Systems are being developed that have video screens so

that users can see the person who will be helping them and

vice versa.

Technical note 60

Help points must be physically accessible to all passengers.

None of the parts used to operate the machine by a

passenger must be higher than 1200mm or lower than

750mm from the ground. Operators must: ensure that the

help point can be located easily and is well lit and that

operating instructions are clearly visible when they are in

use; ensure that the location does not impede pedestrian

traffic; ensure that controls are within comfortable reach

range; ensure that the force required to operate the controls

is kept to a minimum and are palm operable; ensure that

the buttons contrast well with the background, that they are

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minimum of 20mm indiameter and that their

function is described both in

text and tactile form; ensure

that the person providing

the help can be heard

(localised acoustic

consideration).

Staffed information points

All larger stations must have an information point that is open

whenever the booking office is open. 61 It need not be

dedicated to disabled people only, but it must be marked asthe best place for disabled people to get advice. This point

must be in an obvious position close to, or on, the concourse

and well signposted, including from the main display of

timetables. Booking offices themselves could meet this

requirement if suitably marked and equipped.

Platform help point

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BSi

Technical note 61Categories A-C, National hub stations, Regional hub

stations and Important feeder stations as defined in

Section A4.8 Stations.

These points must be designed and equipped to make it

easy for disabled people to use them.62

Technical note 62

The preferred solution is a dual-height counter with an

upper working surface of between 950mm and 1100mm.

The lower working surface must be a maximum of 760mm

from the floor to the counter top and must have a minimumheight of 700mm to the underside with 500mm deep leg

room. The depth of any counter must be a minimum of

700mm (including the staff side). The counter must have a

slight upstand at the front edge so that tickets or change do

not fall on the floor. A height adjustable counter could also

be used as an alternative. Where dual-height counters are

not supplied, then the single dropped counter must meet

the lower working surface dimensions above, and have a

raised section of a maximum height of 1050mm so that

ambulant disabled people can lean or be supported whilst

waiting. An induction loop(s) must be provided. Where a

dual counter solution is used the width of the counter must

be a minimum of 1800mm, where a single dropped counter

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is supplied the width must be a minimum of 900mm. Thesame standards in this technical note are used for ticket

sales counters (see Technical note 66 there is a diagram

of the set up with this technical note).

Staff must have appropriate training to help them communicate

with people with different disabilities (see Section B1.1).Staff at information points must be able to either provide, or

offer to provide, the most up to date information available for

disabled people including in print (in a form which follows

clear print guidelines) and in alternative formats, making

reasonable adjustments. This could mean taking the time to

read an information leaflet to a passenger. Where there are

emergency arrangements in place, it may be difficult toachieve all of these requirements. In these instances staff

must be able to communicate all available information

verbally or in writing to the disabled person.

Detailed information about the accessibility of all stations

served by trains from the station at which the inquiry is made

must be available. This must include toilets, catering andany other facilities or services that may be provided. This

can be achieved through the operators database of station

facilities. These databases must allow other operators to

access them.

Timetables, fares, connections and confirmation of any help

arrangements that have been made through the APRS must

also be made available at the information point.

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A change of train may be involved during the course of a

journey. Passengers with a mobility impairment may requireassurance that their whole journey can be made without

undue difficulty or stress. Passengers should be able to get

all the information they need from one source. Staff at

information points must therefore be able to give, or get,

specific advice on services and facilities provided for disabled

people by other operators. A high level of co-operation is

needed between the different service providers.

Non-information staff who are likely to be asked for information

must be able to communicate where information is available

from and provide appropriate assistance to reach that point.

Better still, they should be able to answer the most frequently

asked questions themselves.

Passenger train operators and station operators are expected

to make progress towards providing real-time information as

quickly as possible. Information must include not only

timetables, but details of delays, diversions and any other

events that may affect the journey.

Staff must help with new arrangements where journeys have

been disrupted or delayed otherwise passengers will be leftstranded.

It is recommended that information staff are able to provide

information about the accessibility of other transport available

near the station, including the general level and nature of the

services provided. If they cannot provide full timetable

details, they must at least be able to tell people where thisinformation can be found.

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Assistance meeting points

Station operators must provide a clearly recognisable

meeting point at staffed stations so that passengers who

require assistance can be met efficiently. Both passengers

and staff will benefit from locating each other easily.

Assistance meeting points must be clearly signed and it is

recommended that ATOC design an appropriate sign or

pictogram for use across the network in consultation with

DPTAC and the Authority. The location of the assistance

points and the chosen sign or pictogram must be clearly

communicated to disabled passengers. It is recommended

this is achieved through the relevant operators DPPP. It is

expected that all station operators will be able to provide an

assistance point at each of their staffed stations through the

use of additional signage within 12 months of the publication

of this code. Station operators must provide details of the

assistance points to the APRS. It is recommended that,

during the period that assistance points are not signed,

station staff inform their disabled passengers and APRS of

the location where the passenger should meet the station

staff in order for assistance to be given promptly and

effectively. Each station ticket office must also be made

aware of the location of that stations assistance point. It is

recognised that at managed and very large stations it may

not be practicable to have one assistance point for all

services. Careful consideration should be given at such

stations, via signage and literature for disabled passengers,

in order to ensure passengers are not confused if more thanone assistance point is required.

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Timetables, posters and leaflets

Timetables, posters and leaflet racks must be placed so that

both wheelchair users and standing passengers, who may be

unable to stoop, can use them. It may be necessary to have

more than one of each and place them at different heights.

Some people may not be able to read timetables or other

information given on posters because of their type size orposition. Although every attempt should be made to provide

displays which can be used by a wide range of people, it is

recommended that information is also available in other

formats. Braille timetables are difficult to use and are therefore

not recommended as general practice, although some users

may welcome their availability on demand. However, it is

recommended that leaflet holders include a line of Braille orembossed text to direct people to the nearest point where

they can receive help and other formats or materials.

It should be noted that Braille versions of standard leaflets or

important changes to timetables are essential. Information

on display should be colour contrasting and on matt paper.

Timetables should make a clear distinction between Monday

to Friday and Saturday and Sunday. Relatively unchanging

information can be given in leaflets and all information on

display must be available through appropriate telephone help

lines and staffed information points.

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B4.3 Booking offices/ticket salespoints

Booking offices

Station booking offices must sell a wide range of tickets to

passengers accurately and impartially. 63 The Office of Rail

Regulation published a policy statement on retailing that

explains this means providing accurate information and

advice on journey and ticket options irrespective of which

company provides the service to allow passengers to make

an informed pick. This does not always mean selling the

cheapest ticket for the quickest journey. In many cases

disabled passengers may find other factors as, or more,

important. In particular they may need to know if they can

make a journey without having to change trains. 64

Disabled people should not have to pay more for a ticket

than non-disabled people because of the accessibility of

some stations. This may mean having to make a longer

journey than non-disabled people because of the current

barriers to access.

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Technical note 63Operators must comply with the Ticketing and Settlement

Agreement (TSA) as a requirement of the Through Tickets

and Network Benefits condition of their passenger licence.

The TSA sets out the range of tickets which each station

booking office must sell; whether it must offer reservations

as well as the sale of tickets; and the hours it must be open.

In a limited number of cases, mainly at large stations, there

are additional booking offices to the main office, run by

different train operators. These are not obliged to sell the

full range of tickets or other operators tickets if they make

clear that they are dedicated booking offices, although in

practice many of these offices sell the full range.

Technical note 64

The Policy Statement Accurate and Impartial Retailing

(August 1996) explains these issues in greater detail.

A section (paragraphs 2.27-2.31) of that document describes

the issues facing disabled passengers, (Appendix 4).

The Ticketing and Settlement Agreement also requires

operators to test how well their booking offices are performing

against the accuracy and impartiality requirements and to

carry out improvements if they fail. The tests, involving

mystery shoppers, include a scenario which tests how well

the needs of disabled passengers are met.

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Franchised passenger operators must also accept the

Disabled Persons Railcard as a condition of their franchiseand they must make sure that they give the correct

discounts for the card holder and any companion. 65

Information on the Disabled Persons Railcard must be

available from booking offices.

Technical note 65Details are available in an ATOC publication: Rail Travel for

Disabled Passengers. (See Appendix 4).

If a disabled person needs to arrange for help on a journey,

the booking office must either be able to make these

arrangements directly or advise the passenger whom theyshould contact to make these arrangements.

Booking offices must have at least one position suitable for

wheelchair users. 66 However, having only one lowered

counter at stations that have two or more counters can be

difficult operationally as it must always be staffed and may

not suit all customers. Therefore it is recommended that

dual-height or adjustable counters are installed that can be

used by both wheelchair users and standing people. As part

of any major refurbishment to the booking office, those with

only one window must be designed so that wheelchair users

can use it as well as everybody else. Where lowered

counters are not available at stations, alternative

arrangements must be made for wheelchair users so that

they can buy tickets at the same times as other people.

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Technical note 66Wheelchair-height ticket sales:

The preferred solution is a dual-height counter or height

adjustable counter. The dual-height counter should have

an upper working surface of between 950mm and 1100mm.

The lower working surface must be a maximum of 760mm

from the floor to the counter top and must have a minimum

height of 700mm to the underside with 500mm deep leg

room. The depth of any counter must be a minimum of

700mm (including the staff side). For the lower working

surface any passenger facilities such as chip and pin

machines and ticket/ change mechanisms must be usable

by wheelchair users (reach ranges for wheelchair users are

in Tables D2 and D4 and Figures D3 and D4 in BS8300:2001 Appendix 4). The counter must have a slight

upstand at the front edge so that tickets or change do not

fall on the floor. A height adjustable counter could also be

used as an alternative. Where dual-height counters are not

supplied, then the single dropped counter must meet the

lower working surface dimensions above, and have a raised

section of a maximum height of 1050mm so that ambulantdisabled people can lean or be supported whilst waiting.

An induction loop(s) must be provided. Where a dual

counter solution is used the width of the counter must be a

minimum of 1800mm, where a single dropped counter is

supplied the width must be a minimum of 900mm. The

same standards are used for information points (see

Technical note 62).

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760m

mto

topsid

eof

lower

coun

ter

700m

m

mint

o

unde

rside

1100

-950m

m

300m

m

500m

m

260m

m

700m

m

1800mm

Detailed diagram of dual-

height counters

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Dual height counters Singleadjustablecounter

Waiting at booking offices is difficult for people who cannot

stand for long periods. One solution is to provide handrailsof a type that can be leant on in places where there are often

queues or to provide perch seating. Rope or chain systems

must be avoided as they do not provide a sufficient level of

support.

It is important that lighting in the booking office enables

effective lip-

reading (light level of 100 lux measured in thevertical plane is recommended). Increased lighting on the staff

side of the counter, in order to illuminate the staff members

face, will ensure this is effective. It is recommended this is a

minimum of 750 lux within a localised area i.e. at counter level.

All positions in the booking office must have amplification

systems if they are screened. All positions in the booking

office must be fitted with induction loops. 67

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Technical note 67Sound amplification at security windows:

Speak-through security panels can be a particular

communication barrier for visually impaired and hard of

hearing passengers. An amplification system must be

installed whenever such a screen is used, with induction

loops to assist hearing-aid users. The induction loop should

be mounted at a height of 1100mm so that there is no visual

barrier between the booking clerk and the passenger.

The standard induction loop symbol must be displayed

wherever they exist.

Glass screens must be unobstructed and non-reflective to

help lip readers.

Ticket vending machines

It is especially important that ticket vending machines are as

simple as possible to operate and for instructions to be clear.

Many stations on the network will only have one ticket

machine. When a new ticket vending machine is added or

an older machine is replaced then these machines must be

accessible to people of all statures, including wheelchair

users, including the ability to reach all controls, coin slots,

and ticket dispensing points. 68 At larger stations where

there are multiple ticket vending machines and new ticketmachines are added, or older ticket machines are replaced,

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wheelchair users are in Tables D.2 and D.4 and Figures D.3

and D.4 in BS8300: 2001 Appendix 4 and Access to

ATMs: UK Design Guidelines 2002 Appendix 4). Touch

screens should be carefully considered when used for

providing tickets. Their design and use can make it difficult

for visually impaired and deafblind people to use such

systems. The information on the screen should be easy to

read, understand and see. Good contrast and fonts areessential for visually impaired passengers. Ticket vending

machines must be carefully sited at stations so that glare

and reflections from natural or unnatural light are minimised

on the screen. The coin slot, credit card slot and

change/ticket flap must have adequate contrast so that

visually impaired passengers can identify them easily.

Ticket vending machines must be well lit (recommended200 lux), so that information and operating instructions are

clearly visible when they are in use. Tickets and change

must be easy to retrieve by people with limited manual

dexterity. All station operators must, when providing new

ticket machines, provide ticket vending machines that retail

tickets with the Disabled Persons Railcard (DPR) discount,

otherwise the benefits of making machines accessible will

be lost to DPR holders.

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oins

Cards

Notes

Tickets

Credit Card Label

Card Reader

Pin Pad

Coin Input

LED Display

700

1200

Not Input

Ter s andCo ditions Label

Ticketand Change

Collection Bin

Detailed diagrams of a suitable compliant

ticket vending machine

PIN readers (Chip & Pin)

When installing equipment, operators should take intoconsideration Technical note 66 (heights for ticket counters

for wheelchair users and the need for any readers to be

accessed at such heights), Technical note 68 (height and

depth for readers to be incorporated into ticket vending

machines) and Chapters 5 and 6 (Keypads and Card Swiping,

insertion and withdrawal, which deal with specific standards

for the pads themselves and for the card readers) of Access

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to ATMs: UK Design Guidelines (Appendix 4), so as to

gather as much information as is relevant. It is essential thatretail staff receive adequate training to enable them to assist

where customers are unable to use the PIN reader including

processing Chip & Signature cards. However, staff should

not offer to key in the PIN number for any customer.

Further information may also be available from time to time at

the website: www.chipandpin.co.uk

B4.4 Passenger facilities

Telephones

All telephones must be clearly signposted and marked. Any

low level telephones and textphones must be easy to locate

and provided in the same area as public telephones.

Low height telephone

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At least one telephone (or more if appropriate to the size and

usage of the station) must be placed at a convenient heightfor wheelchair users, and be identified with a wheelchair and

telephone symbol. 69 There must be nothing to stop other

people using this telephone. All telephones must be well lit;

it is recommended that the minimum lighting levels for

telephones are 200 lux.

Technical note 69

These telephones must be located so the bottom edge of

the unit is 750mm above floor level and must not have any

of their operating parts higher than 1000mm above floor

level. A clear space of at least 1350mm x 1200mm is

required in front of the telephone. The cord must be at least735mm long. The receiver should be positioned so that it is

fixed to provide 45mm clear hand space behind it, so that

people with manual dexterity difficulties can pick it up. The

receiver should have a rounded textured surface. There

should always be a raised pip on the 5 button to allow

people to calculate the relative positions of each button.

To help passengers with a hearing impairment, all new public

telephones must have a volume control and must be fitted

with an inductive coupler. For heavily used areas of stations

in categories A-C (Section A4.8 Stations), at least one

payphone must be clearly marked as a textphone for

deaf passengers.

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It is recommended that

consideration is given to theacoustic insulation of areas

where telephones are sited so

that background noise is kept

to a minimum. Where possible

facilities should be recessed

out of the line of pedestrian

travel, as, for example,

achieved on the London

Underground Jubilee Line.

Overhanging hoods must be

sensitively designed and

extend to the floor.

Seating

Seating for passengers is extremely important, as many

people find standing for more than a few minutes

uncomfortable or

impossible.

As a general rule, seating

must be clean, comfortable,

easy to get in and out of,

and freely available. It is

recommended that outdoor

seating is designed to

Textphone

Seating

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prevent rainwater collecting in any part of the seat and allow

the seat to dry relatively quickly. In some areas, seats mayneed to be designed to

prevent people sleeping

on them. This can be

achieved by providing

separate seats or

placing armrests

between seats. 70

Technical note 70

Seating areas:

There must be a range of seating to meet individual needs.

Various heights should be provided, standard seats should

be about 450mm from the floor. There must be a clear

space of 900mm x 1350mm for each wheelchair where there

are fixed seats. Seating layouts must allow a wheelchair

user and a companion to sit alongside each other. Other

seats should include seats with horizontal perch rails at a

height of about 700mm, these higher seats are for people

who find getting up out of standard seats difficult.

Not all seats should have armrests, so that bigger people or

for those with back problems can use them. Where arms

are provided they should be at a height of 200mm above

Seating

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the seat to give passengers the options of an arm on either

or both sides to push themselves up from the seat.

Armrests should be coated or constructed from slip-

resistant material to ensure that good grip is provided.

Sharp edges and corners must be avoided.

There must be spaces for wheelchairs where there are

fixed seats:

It is recommended that seating is aligned with other station

furniture. Seating must not obstruct the main flow of

passenger movement, be clearly visible and able to be

detected by long cane users.

Priority seating

Even where no specially designated seating is available in a

waiting room or elsewhere in a station, it is recommended

that consideration is given to clearly marking

strategically-positioned seats as being priority seating for

disabled people, older people, pregnant women and those

carrying young children. Such seating must be near to

Fixed seating capacity

4 to 25

26 to 50

51 to 300

301 to 500

1

2

4

6

Number of wheelchair spaces

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entrances, travel information, toilets and other facilities, and

be clearly marked. There must be enough space under oradjacent to these seats to allow an assistance dog to lie clear

of the pedestrian route.

Toilets

As a general principle, disabled people must not have to

travel further to find a usable toilet than other people. Toiletsmust be signposted and well marked.

Toilets must be designed so that they can be used

independently. People may need assistance because of their

disability. They should never need to ask for assistance

because of the design of the toilet.

Where turnstiles or other barriers are used at toilet

entrances, an accessible manual gate must be permanently

available for passengers who would not otherwise be able to

get in. Coin slots must be clearly visible with a contrasting

band around the slot. They must be easy to use by

passengers who are visually impaired, or have impaired hand

or arm movements.

Where new toilets are being built, or where existing toilets

are undergoing a major refurbishment (involving renewal or

removal of walls, sanitary ware or plumbing, for example),

toilets for disabled people must be provided. When more

than one accessible toilet is being planned, both left and right

hand transfer layouts must be provided (see Space below).

As well as being accessible to people in wheelchairs, a well

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designed toilet must be easy to use for a wide range of other

people including those who cannot bend, those with limitedstrength, impaired balance, impaired vision and those who

make involuntary movements. 71

Technical note 71

Wall view of the layout of a typical accessible unisex toilet.

BSi

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View from above of the layout of a typical accessible

unisex toilet.

BSi

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