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Tuesday 9 Mar 2021

Recognition for South Western Railway and Network Rail team which helps vulnerable people while keeping rail journeys on time in Southern England

Region & Route:

Southern: Wessex

| Southern

Trespass and Welfare Officers deployed to stations across Dorset, Hampshire, Somerset, Surrey and Wiltshire to help vulnerable people on the railway and help keep trains moving have been recognised with a prestigious award.

The Trespass and Welfare Officers won the Customer Service Excellence Category at the 2021 Rail Business Awards.

South Western Railway (SWR) and Network Rail Wessex normally deal with around 700 trespass incidents on the network which impact the running of the network and can delay passengers.

Now the Trespass and Welfare Officers team are using training created by the Samaritans to identify and check the welfare of vulnerable rail users and intervene to prevent trespass and tragic incidents occurring.

They have seen notable success and since their introduction in 2019, the officers have made 249 crisis interventions ensuring the safety and wellbeing of customers and colleagues on the railway. This in turn has helped 1.8 million passengers’ reach their destinations on time.

SWR’s Operations & Safety Director, Jacqueline Dey said: “It is great news that our Trespass and Welfare Officers have been recognised for the work that they carry out across our network.

“Most importantly, these officers have played a crucial role helping and protecting some of our most vulnerable customers. In reducing incidents of trespass, they have also enabled more trains to run on time – resulting in a better service for our customers”.  

Mark Killick, Network Rail’s Wessex Route Director, said: “Our Trespass and Welfare Officers deliver critically important work assisting vulnerable people and helping them get the support they need. This initiative enhances the safety of the railway and helps us to get passengers to their destinations on time.

“Feedback tells us that that the work of the team is highly valued, and we know that they are saving lives. We’re delighted that they have been recognised with this award win.”

There are now 140 Trespass and Welfare Officers operating at 97 South Western Railway stations. 49 stations have the officers on duty throughout all hours of service and the remaining 48 stations are served by mobile teams.

The Trespass and Welfare Officers utilise GPS ‘lone worker systems’ which shows the location of staff members at all stations across the route, helping to ensure that the officers are in the right place at the right time and identifies any gap in their coverage.