Annette Egginton Head of Competition and Consumer Policy Directorate of Railway Markets & Economics Email:
[email protected] 22 April 2016 Justin Ryan Accessibility and Inclusion Manager Southeastern Dear Justin Review of London and Southeastern Railway Limited (trading as Southeastern) Disabled People’s Protection Policy (Condition 5 of your Station Licence and GB Passenger Statement of National Regulatory Conditions) Thank you for providing updated versions of your Disabled People’s Protection Policy (DPPP) documents for review. A copy of your revised DPPP is attached to this letter, and will be published on our website along with a copy of this letter. I confirm that we have reviewed your DPPP against the 2009 Guidance “How to write your Disabled People’s Protection Policy: A guide for Train and Station Operators” (the Guidance) and can confirm that your revised DPPP meets the requirements of Condition 5 of your station licence and GB Passenger Statement of National Regulatory Conditions (SNRP). We welcome the following commitments, which we believe will have a positive impact for many passengers: Your requirement for passengers to give only 12 hours’ notice for assistance bookings when travelling on Southeastern services; The use of the ‘Recite Me’ app on your website, that gives better access to the information by including a screen reader as well as the ability to increase the font size and change the background colours to suit the users requirements; Your priority seat card initiative to allow disabled passengers to find seats on your services; Your offer of a refund for passengers if assistance booked with 12 hours’ notice is not provided; and The mystery shopping research you carry out to assess your assisted travel service.