ROOMS FOR IMPROVEMENT
Colleagues’ comfort takes priority in station facilities upgrades
Wonky kitchen drawers, stained carpets, peeling paint.
None of these things on their own directly affect the running of the railway – but they do make working life a little less comfortable.
That’s particularly the case at stations, where colleagues’ welfare areas are often a welcome oasis amid the hustle and bustle of railway life.
So, when the company carried out an audit of the station facilities most in need of a refresh, colleagues weren’t slow to point out what was needed.
The result was a two-stage improvement programme, which has so far seen colleague facilities at seven stations receive some welcome TLC.
“It started with customer experience managers highlighting areas in their stations that weren't up to standard,” explains Kevin Jordan, minor works manager.
“It began with one or two jobs at 16 stations. As we looked, it quickly expanded from one area to all colleague facilities at each location – and became more than 50 jobs. It was clear some were very much in need of attention.”
Rather than simply decide what should be done, Kevin visited each site alongside a service delivery manager or customer experience manager, and a union rep. The aim was to get a wish list of what colleagues would like to see improved and, where practical, build these into a programme of work.
“We wanted to base it around what suited colleagues, rather than what suited us as facilities managers,” says Kevin. “The feedback covered everything from worn out carpets and missing cupboard doors to damaged basins or no extraction fans in toilets. In some cases, it was clear that a complete reconfiguration was needed to make a facility more practical.”
Acton Central colleague mess room
Acton Central colleague mess room
Acton Central colleague toilet
Acton Central colleague toilet
Norwood Junction supervisor's office
Norwood Junction supervisor's office
Norwood Junction dispatch office
Norwood Junction dispatch office
The current programme is focused on 16 stations, where work was needed most urgently to bring them up to an acceptable standard. Because of the expanded scope and cost, the programme was split into two phases. The first phase was completed earlier this year, and phase two got underway this month (May 2025).
Among the stations benefiting from the first wave were Norwood Junction, where improvements included upgrading the supervisor's office, dispatch office and toilets, and Acton Central, which had a complete kitchen overhaul.
David Cranstoun, service delivery manager at Acton Central, said the changes have made a huge difference. “It used to be a bit gloomy in here, and the cupboards were awful,” he says. “But now we have new units, a new computer desk and the lighting makes it seem spacious, airy and more relaxing.”
David Cranstoun, service delivery manager at Acton Central
David Cranstoun, service delivery manager at Acton Central
Peter Kodua, service delivery manager at Norwood Junction, added: “The upgraded facilities here are a key step in supporting the wellbeing and efficiency of our team. This in turn helps us deliver a higher standard of customer service to our passengers.”
Peter Kodua, service delivery manager at Norwood Junction
Peter Kodua, service delivery manager at Norwood Junction
The next phase will see improvements at a further nine stations.
“Throughout the whole programme, the conversations with station teams have been very positive,” says Kevin. “Everyone can see that while they may be relatively simple jobs, they improve things that are important to people’s working day. The combined effect of the improvements makes a big difference. Seeing the smile on colleagues’ faces when they see the transformation is what makes it rewarding for me.”
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