The first example of Govia Thameslink Railway’s (GTR’s) new Model Stations concept has seen customer satisfaction among passengers at Enfield Chase rise to 93 per cent.
GTR described Model Stations as a concept developed to guide the future improvement and modernisation of stations by setting out clear, customer-focused standards for design, accessibility, safety, staff training and customer service, and overall customer experience.
It added that the station environment at Enfield Chase is now simpler to navigate, more welcoming and more inclusive with staff who have been through a new Great Journey Makers training programme to deliver brilliant customer service.
Customer Officer Louis Rambaud, Station Manager Inderjeet Singh and Chief Executive Officer Angie Doll open GTR’s first model station, at Enfield Chase with (right) the station team in the new ticket office
Enfield Chase is one of three London locations chosen to trial the concept, which is aligned to GTR’s strategic pillars to deliver a reliable and dependable service, drive improvements for passengers and industry, while also maintaining focus on efficiency and providing value for money to the taxpayer.
Elstree & Borehamwood and Gipsy Hill are set to follow. The three stations have in part been selected to demonstrate what can be achieved at locations with different levels of step-free access.
GTR Chief Customer Officer Louis Rambaud said: “We want to create a blueprint for stations across the country, one that creates environments that passengers find welcoming, clean and comfortable, safe, secure, digitised, accessible and inclusive with ‘model staff’ serving their communities and customers.
“We can’t transform the UK’s entire network of stations in one go but creating a clear outline of expected outcomes will ensure that future investment is spent wisely and efficiently, delivering the best outcome for taxpayers and passengers alike.
“Key to the success of the model stations concept are the people who work at them. We have brilliant teams at each of our three pilot stations who have been through our new Great Journey Makers training programme, and we want to promote their amazing attitudes. We’ll be inviting our managers to visit the three completed locations as they come online, to take pictures and consider how they can bring their stations up to a similar standard.”
“And this is not just about monetary investment. Significant improvements can be made right away at low cost simply by looking at stations through the eyes of our customers. For example, working with community groups like station partners makes a huge difference and really helps root stations within their communities through a range of locally led customer focused initiatives.
Feryal Clark, MP for Enfield North, said: “I am very pleased to see the improvements. The work looks great and will make a noticeable difference for passengers, helping to create a safer, more welcoming and more accessible environment.”
The Enfield Society and station partners have created inspiring platform art that celebrates Enfield’s rich history and heritage.
John Cole, co-chair of the Enfield Society, said: “Enfield Chase station is a wonderful example of what community action can achieve. This platform art is not just decoration; it’s about pride of place and a sense of arrival. That same welcome has now been extended through the excellent work by Great Northern.”
To guide passengers on their journeys, Enfield Chase has been decluttered and zoned into areas that include planning your journey, buying your tickets and starting your journey with clear, real-time information.
In one corner, there is now a zone to ‘Plan your journey’ with an interactive electronic information screen and network posters.
Under a bold ‘Get your tickets’ zonal sign, the ticket office was fully refurbished and two refreshed ticket machines moved alongside the ticket window, next to an interactive next train departure screen with British Sign Language.
GTR revealed that information signs which were previously spread around “randomly”, cluttering the station, were now sensibly positioned.
‘Starting your journey’ sees new departure screens behind and above the ticket gates, showing a long list of next departures and the time. A screen between shows that you’re on CCTV, being kept safe and secure.
The entire station has also been refurbished with fresh paintwork to give a brighter, more welcoming feel.
The once-gloomy subway has been transformed with bright images, another digital poster board and updated wayfinding.
Enfield Chase station was deliberately chosen to showcase what can be done to improve inclusivity in a station that has not yet received funding from the national Access for All scheme for lifts to be installed.
As part of the concept, GTR project managers sought input from people with lived experience to help inform potential improvements. In addition, an audit was carried out by the National Autistic Society, which identified themes such as the importance of clear and intuitive wayfinding, reducing information to minimise sensory overload, and the use of calming colours to support a more inclusive environment.
An accessible parking space has also been created at the front of the station because disabled people may still be able to negotiate stairs.
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