Information
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Client / Site
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Location
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Prepared by
Ticket Offices
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What's expected:
The ticket office is open, the queue less than 5 minutes during the peak or 3 minutes outside of the peak and opening hours are clearly displayed. -
Ticket office open in line with published opening times?
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How long did the last person in the queue wait to be served?
- 0-3 min (Peak)
- 4-5 min (Peak)
- 5-10 min (Peak)
- 10-15 min (Peak)
- 0-3 min (Off Peak)
- 3-5 min ( Off Peak)
- 5-10 min (Off Peak)
- 10 min or longer (Off Peak)
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Opening Times clearly displayed?
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Add photograph if appropriate.
Ticket Machines
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What's expected:
TVM working, accepting all methods of payment expected, can issue pre booked tickets. It is clearly signed, with instructions for use present -
Ticket Machine is fully operational
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Methods of Payment cleaRly shown and Machine accepting all advertised methods of payment.
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Ticket Machine can issue pre-booked tickets
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Ticket Machine is clearly sign posted.
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Ticket Machine has instructions for use.
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Ticket Machine is in good order
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Add photograph if appropriate.
Timetables and Information
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What's expected:
Displayed and/or available on request and in-date. A welcome poster is on display. Engineering work information at least 5 days in advance -
Posters displaying A-Z departures from the station are displayed?
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Passenger's Charter available from Ticket Office
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LM Comments forms are available from Ticket Office
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LM Delay repay forms available
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'Welcome' Poster on display near Entrance
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Posters and information arranged in a 'Zonal' way (Welcome, Ticket, Platform, Onward Travel)
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Latest Performance Statistics Poster on Display
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Engineering work poster for current month and next month.
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Add photograph if appropriate.
Posters
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What's expected:
Posters are displayed correctly, legible, in-date and damage free. -
Displayed correctly
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TOC Promotional Posters on display, correct number and locations
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Legible
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In-date
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Damage free
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Add photograph if appropriate.
CIS Screens
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Is a Summary of Departures showing at least the next four departures?
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Does the CIS screen match the announcement being made?
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Does the Next Train Indicator on each platform show the next train due to departure?
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Does next train indicator show subsequent departures?
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Is any delay/cancellation supported with a reason?
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CIS Observations
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Add photograph if appropriate.
Public Announcement
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What's expected:
PA is fully functional, supplemented with appropriate and timely customer information on screen. -
Type of Announcements
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Can announcements be heard on all parts of the station?
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Were announcements 'Accurate, Brief and Clear'
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Announcement made for each train departure being made?
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Delays (with apology) being announced when required?
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Platform Alterations being made in good time, with apology if appropriate.
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PA observations
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Add photograph if appropriate.
Ticket Checking
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What's expected:
Effective ticket checking process and ticket gate line in operation at peak times. Staff are available to provide support and customer service. -
Gateline operational with minimum number of staff present.
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Remotely controlled gate lines are operational with help points in working order.
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Wide-aisle gate is managed well for those requiring it
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Excess Fares office operational and staffed.
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Add photograph if appropriate.
Station Staff
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What's expected:
Wearing presentable uniform, wearing name badge, appear friendly and approachable, seen interacting professionally and friendly with passengers. -
Staff available at the Ticket Office
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Staff available on the gateline
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Staff available on the concourse?
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Staff available on the platform?
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Staff wearing presentable uniform?
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Staff wearing name badges?
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Staff appear friendly and approachable?
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Staff seen to interact positively, friendly and professionally with passengers and colleagues.
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Add photograph if appropriate.
Shelters/Waiting areas
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What's expected:
Shelters are clean, undamaged, available for use and fit for purpose -
Shelters are have clean floors, walls and windows?
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There is no damage to the area?
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It is available for use by passengers?
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It is fit for purpose?
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Add photograph if appropriate.
Seats that are not in Waiting Rooms
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What's expected:
Seats are clean, undamaged and secure -
All seats are clean?
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Seats are undamaged?
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Seats are secure to the ground?
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Add photograph if appropriate.
Lights
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What's expected:
Lights are switched on at appropriate times, directed as required -
Lights are switched on at appropriate times
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Lights are suitably directed at areas needing to be lit?
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Add photograph if appropriate.
Toilets
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What's expected:
Fully Functional toilet facilities (including accessible toilet), appropriately stocked, hand-washing and drying facilities available. -
Toilet roll available
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Toilet Doors lockable
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Hand soap available
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Sinks clean
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Water taps working correctly
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Hand dryers/Hand Towels available/working
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Toilet Inspection sheet available and updated on time?
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Add photograph of Toilet Inspection Sheet.
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Add photograph if appropriate.
Car Parks and Taxi Ranks
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What's expected:
Bays clearly marked, signage for car park conditions of use, meters operational and tickets displayed accordingly where applicable -
Parking bays clearly marked
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Signage for Charges and Conditions of Use on display
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All Pay Stations Operational
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Add photograph if appropriate.
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Is taxi rank clearly signed?
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Is taxi rank safe, well lit and accessible for all?
Lifts and Escalators
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What's expected:
Lifts are clean, well lit and welcoming. Escalators are working, have safety signage and are clean to touch. -
Lifts are welcoming and clean
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Lifts have good signage and are easy to locate
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Lifts are fully operational
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Emergency Help Point operational
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Add photograph if appropriate.
Help Point, Telephones and other Station Facilities.
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What's expected:
Help point is functional/operational, clearly signed, instructions for use present -
Help Points are operational and test calls have been successful
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Help Points have sufficient signage to highlight its locations
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Help Points have instructions for their use.
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Other station facilities (such as Cycle Storage, Cash Machines, etc) in order.
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Payphones are working as expected
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Station Tenancies operated professionally.
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Add photograph if appropriate.
Litter and Contamination
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What's expected:
Minimal Litter, free from contamination (e.g. vomit etc.), free from areas of standing water and no underfoot danger (e.g. slippery leaves, trip hazards) -
Minimal litter evident
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Where litter bins provided, they don't require emptying?
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Contamination free (e.g. vomit etc.)
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Platforms are well-drained (free from areas of standing water)
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Free from danger underfoot (e.g. slippery leaves, trip hazards, snow or ice, etc.)
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Add photograph if appropriate.
Graffiti
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What's expected:
No offensive graffiti, other graffitti reported for removal -
Station free from graffiti
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Add photograph if appropriate.
Landscaping and Vegetation
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What's expected:
Neat and tidy not overgrown, does not pose injury risk (including staining to clothes) -
Landscaping is neat and tidy (not overgrown)
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Vegetation on the nearby running line is not overgrown
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Add photograph if appropriate.
Station Security and Safety
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Are any beggars, vagrants or any signs on anti-social behaviour present?
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Are signs reinforcing 'Safer Travel' concepts on display?
Audit Summary
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Summary of Auditor's Experience
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Time Audit Ended
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Signature of Auditor
