Willesden Green Station - Staffing

MQT on 2018-11-22
Session date: 
November 22, 2018
Question By: 
Navin Shah
Labour Group
Asked Of: 
The Mayor


At a site visit to the station in late October with local residents and Councillors it was pointed out that due to staff shortage local commuters/residents using wheelchair were finding it difficult to access the station. There is no level access between the platform and the train this requires use of a manual ramp. This too is most difficult. Lack of visible and adequate staff is having detrimental impact on the use of this station particularly for disabled, elderly and infirm people. Can the Mayor instruct Transport for London to look into this?


Willesden Green Station - Staffing

Willesden Green Station - Staffing

Answered By: 
The Mayor

Willesden Green Station, unfortunately, does not have step-free access, so wheelchair users are not able to access the platforms from street level and/or from platform to street level. There is a manual boarding ramp available at platform level to assist customers on and off a train if a train is terminating at Willesden Green or if anyone using a wheelchair needs to change between the northbound and southbound platforms.

Transport for London (TfL) has processes in place to assist customers with mobility needs to use its transport services as easily as possible. Details of those can be found at https://tfl.gov.uk/transport-accessibility.

Wheelchair users who require assistance boarding trains can speak to staff at their departure station, who will check their destination and ask if assistance will be needed there. If so, staff will contact colleagues at the destination station to ensure that assistance is waiting on arrival. Help Points are also provided on all platforms which puts customers in contact with a staff member.

TfL is developing an app to improve the journey experience for those customers requiring assistance. This will be launched in early 2019.

Station staff at Willesden Green are always available to provide assistance where they are aware that a customer using a wheelchair needs to use the station. They can then make the manual boarding ramp available when the customer arrives.