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?
- 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)
Opening Times clearly displayed?
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
Methods of Payment cleaRly shown and Machine accepting all advertised methods of payment.
Ticket Machine can issue pre-booked tickets
Ticket Machine is clearly sign posted.
Ticket Machine has instructions for use.
Ticket Machine is in good order
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?
Passenger's Charter available from Ticket Office
LM Comments forms are available from Ticket Office
LM Delay repay forms available
'Welcome' Poster on display near Entrance
Posters and information arranged in a 'Zonal' way (Welcome, Ticket, Platform, Onward Travel)
Latest Performance Statistics Poster on Display
Engineering work poster for current month and next month.
Posters are displayed correctly, legible, in-date and damage free.
TOC Promotional Posters on display, correct number and locations
Is a Summary of Departures showing at least the next four departures?
Does the CIS screen match the announcement being made?
Does the Next Train Indicator on each platform show the next train due to departure?
Does next train indicator show subsequent departures?
Is any delay/cancellation supported with a reason?
PA is fully functional, supplemented with appropriate and timely customer information on screen.
Type of Announcements
Can announcements be heard on all parts of the station?
Were announcements 'Accurate, Brief and Clear'
Announcement made for each train departure being made?
Delays (with apology) being announced when required?
Platform Alterations being made in good time, with apology if appropriate.
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.
Remotely controlled gate lines are operational with help points in working order.
Wide-aisle gate is managed well for those requiring it
Excess Fares office operational and staffed.
Wearing presentable uniform, wearing name badge, appear friendly and approachable, seen interacting professionally and friendly with passengers.
Staff available at the Ticket Office
Staff available on the gateline
Staff available on the concourse?
Staff available on the platform?
Staff wearing presentable uniform?
Staff wearing name badges?
Staff appear friendly and approachable?
Staff seen to interact positively, friendly and professionally with passengers and colleagues.
Shelters are clean, undamaged, available for use and fit for purpose
Shelters are have clean floors, walls and windows?
There is no damage to the area?
It is available for use by passengers?
It is fit for purpose?
Seats are clean, undamaged and secure
All seats are clean?
Seats are undamaged?
Seats are secure to the ground?
Lights are switched on at appropriate times, directed as required
Lights are switched on at appropriate times
Lights are suitably directed at areas needing to be lit?
Fully Functional toilet facilities (including accessible toilet), appropriately stocked, hand-washing and drying facilities available.
Toilet roll available
Toilet Doors lockable
Hand soap available
Water taps working correctly
Hand dryers/Hand Towels available/working
Toilet Inspection sheet available and updated on time?
Bays clearly marked, signage for car park conditions of use, meters operational and tickets displayed accordingly where applicable
Parking bays clearly marked
Signage for Charges and Conditions of Use on display
All Pay Stations Operational
Is taxi rank clearly signed?
Is taxi rank safe, well lit and accessible for all?
Lifts are clean, well lit and welcoming. Escalators are working, have safety signage and are clean to touch.
Lifts are welcoming and clean
Lifts have good signage and are easy to locate
Lifts are fully operational
Emergency Help Point operational
Help point is functional/operational, clearly signed, instructions for use present
Help Points are operational and test calls have been successful
Help Points have sufficient signage to highlight its locations
Help Points have instructions for their use.
Other station facilities (such as Cycle Storage, Cash Machines, etc) in order.
Payphones are working as expected
Station Tenancies operated professionally.
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
Where litter bins provided, they don't require emptying?
Contamination free (e.g. vomit etc.)
Platforms are well-drained (free from areas of standing water)
Free from danger underfoot (e.g. slippery leaves, trip hazards, snow or ice, etc.)
No offensive graffiti, other graffitti reported for removal
Station free from graffiti
Neat and tidy not overgrown, does not pose injury risk (including staining to clothes)
Landscaping is neat and tidy (not overgrown)
Vegetation on the nearby running line is not overgrown
Are any beggars, vagrants or any signs on anti-social behaviour present?
Are signs reinforcing 'Safer Travel' concepts on display?
Summary of Auditor's Experience