Elizabeth line Equality Impact Assessment

Contents
Elizabeth line Equality Impact Assessment 1
1. Introduction 2
2. Project Overview 4
2.1 Project Background 4
2.2 Project Outcomes 5
2.3 Elizabeth line structure and ownership 5
3. Evidence considered 7
3.1 Evidence Base 7
4. Engagement and Consultation 14
4.1 Public Consultation and Engagement 14
4.2 Stakeholder Engagement 14
5. Identifying the potential impacts 17
5.1 Positive Project Impacts 18
5.2 Negative Project Impacts 38
6. Monitoring 90
7. References 91
Appendix 1 – Elizabeth line toilet provision 92

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1. Introduction
This document provides an overview of the equality impacts of operating the Elizabeth line, from
Reading and Heathrow to the west of London to Shenfield and Abbey Wood to the east.

An Equality Impact Assessment (EQIA) is a means by which Transport for London (TfL) can
demonstrate how it is complying with its statutory duties under the Equality Act 2010 to have due
regard to the impact of its services on protected groups.

An EQIA assesses the outcome of a project from the viewpoint of a number of groups who share a
protected characteristic. These are:
 Age
 Disability
 Gender reassignment
 Marriage and civil partnership
 Pregnancy and maternity
 Race
 Religion or belief
 Sex
 Sexual orientation

TfL also considers the needs of groups who have the potential to be socially excluded. This
includes:
 People on low incomes
 Refugees and asylum seekers
 Homeless people
 Job seekers

This EQIA will assess the impact that the Elizabeth line will have on customers and residents
close to the line who share protected characteristics. Some of the changes will have a
disproportionate impact on individuals that share protected characteristics. Transport for London
(TfL) has a duty (as set out in section 149 of the Equality Act 2010) to have due regard to the
following when exercising its functions:
(a) eliminate discrimination, harassment, victimisation and any other conduct that is prohibited by
or under this Act;

(b) advance equality of opportunity between persons who share a relevant protected characteristic
and persons who do not share it;

(c) foster good relations between persons who share a relevant protected characteristic and
persons who do not share it.
Section 149 provides that due regard to the need to advance equality of opportunity between
persons who share a relevant protected characteristic and persons who do not share it involves
having due regard, in particular, to the need to:

 Remove or minimise disadvantages suffered by people due to their protected

characteristics
 Take steps to meet the needs of people from protected groups where these are different
from the needs of other people
 Encourage people from protected groups to participate in public life or in other activities
where their participation is disproportionately low.

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Section 149 provides that the steps involved in meeting the needs of disabled persons that are
different from the needs of persons who are not disabled include, in particular, steps to take
account of disabled persons’ disabilities.

Section 149 also states that having due regard to the need to foster good relations between
persons who share a relevant protected characteristic and persons who do not share it involves
having due regard, in particular, to the need to –

 Tackle prejudice; and

 Promote understanding

An EQIA was published in 2005 during the Concept Design phase of the project. (1) This EQIA
represents the Implementation phase of the project.

The EQIA will refer to Crossrail and the Elizabeth line throughout. Crossrail is the construction and
infrastructure phase of the project, building new stations and tunnels across London. The
Elizabeth line is the operational service phase of the project, providing the operation of new
stations and train services to customers.

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2. Project Overview
2.1 Project Background
The Elizabeth line is the new railway which operates from Reading and Heathrow in the west,
through central London, to Abbey Wood and Shenfield in the east via 42km of new tunnels under
central London. The railway is transforming journeys across London and the South East, adding
10% capacity to central London’s rail network and bringing an additional 1.5m passengers within
45 minutes’ travelling distance from central London.

The Elizabeth line serves 41 stations, including ten new connections for existing stations at the
following stations:
 Abbey Wood
 Bond Street
 Canary Wharf
 Custom House
 Farringdon
 Liverpool Street
 Paddington
 Tottenham Court Road
 Whitechapel
 Woolwich

All stations have step-free access from street to platform and upgrades including new ticket halls,
platform extensions, footbridges, and provision of wayfinding information. Nine of the ten new
stations, plus Heathrow, have step-free access from street to train.

Figure 1 Map of the Elizabeth line

The Elizabeth line was built under powers granted by Parliament in the Crossrail Act 2008. Initial
construction started in May 2009 with the start of work at Canary Wharf station followed by
enabling works at sites within central London. Crossrail tunnelling began in the summer of 2012
and ended at Farringdon in 2015 with the breakthrough of the final tunnel boring machine. New
trains were introduced in Spring 2017 between Liverpool Street and Shenfield. Services started
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running through the central London tunnel to Paddington in 2022, with a full service across London
from 2023.

The project is jointly sponsored by the Department for Transport (DfT) and Transport for London
(TfL). Project delivery was managed by Crossrail Ltd (CRL), a wholly owned special-purpose
subsidiary of TfL.

2.2 Project Outcomes

The intended outcomes of the project are set out in the table below along with how the Elizabeth
line will achieve them:

Outcomes How Crossrail will achieve this

1 Support London’s growth  Increased transport capacity, reduced congestion, and new
direct journey opportunities through improved accessibility
leading to regeneration, new homes, and jobs
2 Reduce congestion  Increased transport capacity resulting in a reduction in
overcrowding on public transport
 Mode shift away from cars leading to reduced congestion on
the road network
3 Improving connections  New direct journeys and improved accessibility (including for
disabled customers)
 Improved access to jobs, schools, and other facilities
4 Reduced journey times  Reduced journey times and more direct journey opportunities
5 Wider transport benefits  Broader social, economic, and environmental benefits
including improvements in air quality, reductions in carbon
use, and safety benefits
6 Contribute to TfL’s  Increased income for TfL
financial sustainability  Operating surplus

The objectives of the Mayor of London for the Elizabeth line are set out in the Mayor’s Transport
Strategy (MTS). (2) The delivery of the intended project outcomes will help to contribute to the
three themes of the MTS.
 Healthy Streets and Healthy People
o Reducing Carbon Emissions
 A Good Public Transport Experience
o Improving safety, affordability, and customer service
o Making tube, rail, and other services more accessible and inclusive
o Shaping and growing the bus network
o Growth and crowding on radial services to central London
o Increasing capacity and improving tube services
o London’s links with the wider South East and beyond
 New Homes and Jobs
o Unlocking growth potential through improved cross-river connectivity
o Inner East London and the Isle of Dogs
o Outer East London and the Thames Corridor
o Old Oak and Park Royal Opportunity Area
o Public transport links to airports

2.3 Elizabeth line structure and ownership

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The Elizabeth line is a TfL service currently operated by MTR Elizabeth line (MTREL) under
contract to Rail for London (RfL), a subsidiary of TfL. The Elizabeth line service runs over Rail for
London (Infrastructure) (RfLI), Network Rail (NR), and Heathrow Airport Ltd infrastructure. The
Elizabeth line interfaces with several other organisations in different capacities including London
Underground (LU), Docklands Light Railway (DLR), London Overground, and other train operating
companies.

All train drivers are managed by MTREL. Five Central Operating Section (COS) stations are
operated and staffed by MTREL staff (Paddington, Canary Wharf, Custom House, Woolwich, and
Abbey Wood), the other five stations are operated by LU and staffed by LU, but MTREL have staff
on the Elizabeth line platforms (Bond St, Tottenham Court Road, Farringdon, Liverpool St, and
Whitechapel).

On the eastern and western sections of the line outside the COS, most stations are operated by
MTREL, with some exceptions:
 Reading (Great Western Railway)
 Twyford (Great Western Railway)
 Maidenhead (Great Western Railway)
 Slough (Great Western Railway)
 Heathrow (Heathrow Airport Ltd)
 Shenfield (Greater Anglia)
 Stratford (LU and MTREL)
 Liverpool Street mainline station (Network Rail)
 Paddington mainline station (Network Rail)
However, MTREL staff are often present at these stations.

Of the 41 stations on the line, 31 were existing stations already in use. The ten central section
stations were newly built or are new additions to existing stations. This means that the 31 existing
stations need to accommodate multiple types of rolling stock, including freight in some locations.
The Elizabeth line runs on the existing track network between Liverpool Street and Shenfield, and
Paddington to Heathrow and Reading.

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3. Evidence considered

Figure 2 Elizabeth line route map showing the boroughs the line passes through

3.1 Evidence Base

The demographic data used in this document comes from the Office for National Statistics, the
Ministry of Housing, Communities & Local Government, and Transport for London’s
Understanding our Diverse Communities report. Data sources used are referenced and can be
found in Section 7 - References. Where Census data is used, this has been taken from the 2011
Census data as the data from 2021 was not published until summer 2022.
Demographic data has been obtained for the following boroughs that the Elizbeth line passes
through. However, it should be noted that the Elizabeth line could be used by all Londoners and
visitors to London, especially at hub stations such as Heathrow and Stratford.
 Barking and Dagenham
 Bexley
 Brentwood
 Camden
 City of London
 Ealing
 Greenwich
 Hammersmith and Fulham
 Havering
 Hillingdon
 Islington
 Kensington and Chelsea
 Newham
 Reading
 Redbridge
 Slough
 South Bucks
 Tower Hamlets
 Westminster
 Windsor and Maidenhead
 Wokingham

Total Population Counts

Total population counts are shown in Table 1 Population Summary below. (3)

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 Dataset Affected Boroughs London England
Census 2011 4,092,819 8,173,941 53,012,456
Projected to 2040 4,960,467 9,723,859 63,383,700
Table 1 Population Summary

Age
Table 2 Age Profile presents the breakdown of age profiles in the affected boroughs, compared to
London and national figures. (4)
% of population in % of population in % of population in
Dataset/Social Group
Affected Boroughs London England
19.8
Children: aged <16 19.9 18.9

Young adults: aged 12.8

12.3 11.9
16-24
Older people: aged 11.6
11.1 16.3
65+
Table 2 Age Profile

The proportion of children within the affected boroughs are slightly higher than the England figures
but are consistent with the London figures. The proportion of young adults are consistent with the
London figures but are slightly higher than the England figures. The proportion of people over 65 is
slightly higher than the London figures and is lower than the England figures.

The UK has an aging population, and it is anticipated that the number of over 65’s along the line
will increase. As people age, they generally decrease their use of cars and have an increased
dependency upon public transport. Statistics show that the older population is more likely to have
the following characteristics: not working, disabled and possibly on a lower income. In addition,
statistics show that generally those of white ethnic origin and women live longer and may therefore
have higher representation in the older age category. (5)

Public transport journeys decrease for the older age-group. The main barrier to using public
transport is concern about overcrowded services, but concern about personal security on public
transport is much lower for people aged over 65.

Disability
Table 3 Disabled Population presents the proportion of people within the affected boroughs who
expressed limitation in their daily activities due to disability, compared to London and national
figures. (4)
% of population in % of population in % of population in
Dataset/Social Group
Affected Boroughs London England
Limited a lot in day-to-day 6.9
6.7 8.3
activities
Limited a little in day-to- 7.7 7.4 9.3
day activities
Table 3 Disabled Population

The affected borough population who are limited a lot in daily activities, is higher than the average
in London but lower than the proportion in England. The proportion of those who are limited a little
in their daily activities in the affected boroughs is slightly higher than the proportion in London but

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smaller than found nationally. The proportion of people who are limited in day-to-day activities is
consistent with London generally.
84% of disabled Londoners report that their disability limits their ability to travel. It should be noted
that many disabled people have multiple impairments, the most frequently reported impairments
by disabled Londoners are related to mobility (55%). The main barrier to using public transport for
disabled Londoners are overcrowding and concerns about antisocial behaviour.
TfL research shows that 10% of white Londoners are disabled, slightly higher than Black, Asian
and minority ethnicity Londoners, of whom 8% are disabled. Black, Asian and minority ethnicity
Londoners have a lower age profile than white Londoners, and white people make up the largest
proportion of the population, which could explain the slightly higher results for the white population.
Disabled Londoners are more likely to be women than men - 56% of disabled Londoners are
women.
Disabled Londoners have lower rates of employment – 77% of disabled Londoners are retired or
not working. A higher proportion of disabled Londoners (34%) have a household income of less
than £10,000 compared to non-disabled Londoners (10%). (5)

Sex
Table 4 Population breakdown by sex presents the proportion of women in the affected boroughs,
compared to London and national figures. (4)
Dataset/Social % of population in
% of population in London % of population in England
Group Affected Boroughs
Women 50.3 50.4 50.7
Table 4 Population breakdown by sex

The proportion of women in boroughs which the Elizabeth line passes through is in line with
London and national figures.
Women may be more likely to be disabled than men due to their greater life expectancy and the
increased likelihood of having a disability in old age. Around 56% of those with a disability in
London will be women, whilst 51% of the non-disabled population will be women.
Women are less likely than men to be employed – 20% of women say they are not employed,
compared to 8% of men.
Personal safety on public transport is a concern for some women – 34% are worried about
personal safety compared to 14% of men. Women are likely to travel more often during the day for
multiple reasons including personal business, shopping, and accompanying children.
Women are more likely to have a low household income. 31% of women have an income of less
than £20,000 per year compared to 26% of men. The barriers to public transport use most
commonly mentioned by women are overcrowding, the cost of travel, and service disruptions. (5)
There is currently no data available on population sizes of transgender women and men.

Ethnicity
Table 5 Ethnicity Profile presents the ethnicity breakdown of the affected boroughs compared to
London and national figures. (4)

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 % of population in % of population in % of population in
Dataset/Social Group
Affected Boroughs London England
White 62.3 59.7 85.3

Gypsy/Irish traveller 0.1 0.1 0.1

Multiple ethnicity 4.1 5.0 2.2

Asian Indian 6.7 6.6 2.6

Asian Pakistani 3.6 2.7 2.1

Asian Bangladesh 4.4 2.7 0.8

Asian Chinese 1.5 1.5 0.7

Asian other 4.4 4.9 1.5

Black African or Caribbean 9.7 13.3 3.5

Other 3.3 3.4 1.0

Table 5 Ethnicity Profile

The proportion of each ethnic group in the affected boroughs is broadly similar to the London and
national figures. The Asian Pakistani and Asian Bangladesh populations are higher than the
London and national figures. In the affected boroughs the proportion of Black African or Caribbean
population is lower than London.
Although the Black African or Caribbean population is lower than that of London there are some
boroughs where the numbers indicate almost 20% of the population are Black African or
Caribbean, including Barking & Dagenham, Greenwich, and Newham.
According to TfL research, Black, Asian and minority ethnicity Londoners are less likely than white
Londoners to be in employment (57% Black, Asian and minority ethnicity Londoners compared to
64% of white Londoners). They are also more likely to live in households with an annual income
below £20,000 (33% Black, Asian and minority ethnicity Londoners compared to 25% of white
Londoners).
The barriers to public transport use for Black, Asian and minority ethnicity Londoners most
commonly mentioned are the cost of travel, service disruptions, and slow journey times. Black,
Asian and minority ethnicity Londoners are more likely to report that they are worried about
personal security on public transport – 33% say they are generally worried compared with 29% of
white Londoners. The level of worry rises to 40% among Asian Londoners. (5)

Religion
Table 6 Representation of Religion presents the religions within the affected boroughs compared
to London and national figures. (4)
Dataset/Social % of population in % of population in
% of population in London
Group Affected Boroughs England
Christian 48.1 48.4 59.4

Buddhist 0.9 1.0 0.5

Hindu 4.1 5.0 1.5

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 Dataset/Social % of population in % of population in
% of population in London
Group Affected Boroughs England
Jewish 1.1 1.8 0.5

Muslim 13.8 12.4 5.0

Sikh 2.7 1.5 0.8

Other 0.4 0.6 0.4

None 20.1 20.7 24.7

Not stated 8.9 8.5 7.2

Table 6 Representation of Religion

The figures are in line with the London and national figures. The predominant religion within the
affected boroughs is Christianity, at approximately 48% of the population. The next highest
religious groups are Muslim at 13% and Hindu at 4%. There is a higher proportion of Sikh
population in some Boroughs which the Elizabeth line passes through – mainly Ealing and Slough.

Sexual Orientation
Table 7 Sexual Orientation Profile presents the sexual orientation profile in the affected boroughs,
compared to London and national figures. (4)
% of
% of % of
population in
Dataset/Social Group population in population in
Affected
London England
Boroughs
Same sex Same sex civil partnerships 0.3 0.4 0.2
civil Married couple 42.1 39.8 46.6
partnership
Single 41.6 44.1 34.6
s (Census
2011) Separated/Divorced/Widowed 15.9 15.6 18.6
Sexual Lesbian/Gay/Bisexual Not available 2.6 1.6
Orientation Heterosexual / Straight Not available 89.0 92.8
(ONS, Unknown (Don’t know / refuse / Not available
2014) 8.1 5.3
non-response)
Table 7 Sexual Orientation Profile

Datasets providing details of sexual orientation are limited with the 2011 Census recording
marriages and same-sex civil partnerships following the Civil Partnership Act of 2004. The
proportion of the London population identifying themselves as being LGB in the Integrated
Household Survey (the survey information did not include transgender) is approximately 2.6%
which is around 1.0% higher than the national average. (6)
The proportion of married couples are higher in affected boroughs than London but are
comparable to the England figures. The proportion of single people is lower in affected boroughs
than in London, but higher than in England. The proportion of separated, divorced, and widowed
people is lower than in England, but comparable to London. The number of people in same sex
civil partnerships is in line with the proportion in London and in England.
Barrier to public transport use for lesbian, gay, and bisexual (LGB) Londoners are consistent with
the barriers mentioned by heterosexual Londoners. The most common barriers to public transport
use for LGB Londoners are overcrowded or cramped services, cost of travel, and service

11
disruptions. However, LGB Londoners are more likely than heterosexual Londoners to have
experienced incidents of unwanted sexual behaviour (16% compared to 10% of heterosexual
Londoners) or hate crime (30% compared to 21% of heterosexual Londoners) while travelling on
public transport. Fears of intimidation and/or abuse are sometimes mentioned by LGB Londoners
as barriers for public transport use. (5)

Pregnancy and Maternity

Table 8 Birth Statistics presents the number of live births and the general fertility rate in the
affected boroughs, compared to London and national figures. (7)
Dataset/Social Group Affected Boroughs London England
Live births (ONS 2020) 55,240 111,688 585,195
General Fertility Rate (ONS 2016) 62.3% 63.6% 62.5%
Table 8 Birth Statistics

Data on pregnancy rates are not widely available, and therefore a good approximation to this is
the number of live births within the area. The examination of fertility rates also provides an
indicator as to the presence of pregnancy and maternity groups.
The data suggests that the general fertility rate in the affected boroughs is similar to the London
and national figures.

Employment rates
Table 9 Employment Rates presents the unemployment rate in the affected boroughs compared to
London and national figures from October 2020 – September 2021. (8)
Affected Boroughs London England
Dataset/Social Group
% % %
Unemployment Rate 5.8 6.5 4.9
Employment 74.3 74.1 74.9
Table 9 Employment Rates

The proportion of unemployed people in the affected boroughs is consistent with London and
national data. The opening of the Elizabeth line will improve accessibility to employment for
existing communities by improving journey times into central London and other employment hubs.
The development of the Elizabeth line will also increase the number of jobs available in local areas
around stations.
40% of jobseekers say that a lack of transport acts as a barrier to getting work, and 25% say that
the cost of transport presents a problem with getting to interviews. (5)

Deprivation
The Index of Multiple Deprivation (IMD) is calculated using the following categories and
weightings:
 Income Deprivation (22.5%)
 Employment Deprivation (22.5%)
 Education, Skills and Training Deprivation (13.5%)
 Health Deprivation and Disability (13.5%)
 Crime (9.3%)
 Barriers to Housing and Services (9.3%)
 Living Environment Deprivation (9.3%)

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The IMD breaks England up into 317 local authority districts with 1 being the most deprived and
317 being the least deprived area. Table 10 Deprivation Rank presents the IMD rank for each
affected borough, based on figures released in 2019. (9) The most deprived boroughs that the
Elizabeth line passes through are:
 Barking and Dagenham (IMD rank 5)
 Newham, (IMD rank 11)
 Tower Hamlets (IMD rank 23)
 Islington (IMD rank 24)

The least deprived boroughs are:

 Wokingham (IMD rank 151)
 Brentwood (IMD rank 287)
 South Bucks (IMD rank 292)

Affected Boroughs IMD Rank

Barking and Dagenham 5
Bexley 116
Brentwood 287
Camden 85
City of London 121
Ealing 62
Greenwich 47
Hammersmith and Fulham 68
Havering 111
Hillingdon 94
Islington 24
Kensington and Chelsea 80
Newham 11
Reading 90
Redbridge 98
Slough 53
South Bucks 292
Tower Hamlets 23
Westminster 87
Windsor and Maidenhead 150
Wokingham 151
Table 10 Deprivation Rank

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4. Engagement and Consultation
4.1 Public Consultation and Engagement
The Elizabeth line Concept Design phase EQIA was published in 2005. After its publication a 14-
week public consultation period opened (between 21 December 2005 and 18 April 2006). Views
were sought on the original EQIAs benefits and adverse impacts, whether the report had omitted
any likely benefits or adverse impacts, and the effectiveness of the mitigation measures proposed.
Any other comment on wider equality considerations raised by the Crossrail project was also
welcomed. Information about how Crossrail ran the pre-application consultation process can be
found on the Crossrail Learning Legacy website. (10)

The Concept Design phase EQIA was previously made available electronically in advance of
formal publication on 21 December 2005, to provide stakeholders with an opportunity to consider it
as early as possible. To maximise readership potential, the EQIA and briefing leaflet, summarising
the EQIA, were made available in accessible formats including large print, Braille, easy read,
audio cassette, and CD versions. The briefing leaflet was translated into 13 languages. The EQIA
and appendices were prepared in large print.

The public consultation comments received, and the project responses can be found on the
Crossrail website. (1) The results of the engagement were addressed by:
 Project sponsors including requirements to address stakeholder feedback
 Involving internal groups in reviewing the detailed design

Public engagement after 2006 was according to the requirements agreed as part of the Crossrail
Act 2008, following the Community Relations requirements in the Construction Code agreed with
the local authorities. (11) It involved working with local authorities through the Planning Forum,
regular high-level meetings with each authority, community liaison panels for local areas, and
individual contact with residents and businesses by the contractors’ community relations
representatives.

A routewide set of community liaison panels was set up, covering the area surrounding each
tunnelled station (separate arrangements were agreed for Canary Wharf). These were to be
independently chaired, normally by a member or officer of the lead local authority. They were
comprised of stakeholder groups, such as residents, tenants, and business associations, and all
local ward councillors were invited. Principal contractors were given responsibility for presenting
and responding to questions relevant to them, and senior project delivery personnel were present
to cover broader project-related issues. (12)

In December 2008 Crossrail Ltd was engaged to deliver the project by TfL and DfT under a Project
Delivery Agreement and given the Sponsors Requirements. The Detailed Design stage which
followed involved discussions with planning authorities. Stakeholder engagement post Royal
Assent was based on complying with the Construction Code and accommodating the concerns of
local communities about the construction as far as reasonably practical.

4.2 Stakeholder Engagement

Prior to the Elizabeth line opening on 24 May 2022, a number of stakeholders were invited to
community days, station visits, and train rides through the central operating section to provide
feedback to TfL. This feedback has been taken into consideration in this EQIA and is included in
Section 5.

TfL’s Independent Disability Advisory Group (IDAG) has undertaken site visits at central section
stations and has reviewed the signage designs at stations. IDAG is a group made up of people

14
with lived experience of disability and with extensive expertise and knowledge of the key issues
and barriers to accessing public transport. IDAG’s feedback has also been incorporated into this
EQIA and is included in Section 5.

During design and build of the rolling stock stakeholders were also asked to provide feedback on
the rolling stock design. This included visiting the train mock-up prior to all units being constructed.

Below is a summary of stakeholder engagement activity that took place before the Elizabeth line
opened.

Engagement Stakeholder
Rolling stock interior design consultation 2014  Mayor’s Design Advisory Group
 Disabled Persons Transport
Advisory Committee (DPTAC)
Rolling Stock mock-up visit 2016  IDAG
Rolling Stock mock-up visit 2017  Transport for All
 Guide Dogs UK
Station site visits in various dates across 2021  IDAG
 Custom House
 Farringdon
 Paddington
 Woolwich
Community days in March 2022 across six stations with  Local councillors
tours around the station and the opportunity for local  Local residents
stakeholders to provide feedback and ask questions  Local businesses
 Whitechapel
 Paddington
 Woolwich
 Farringdon
 Tottenham Court Road
 Liverpool Street
Station site visits in various dates across April 2022  IDAG
 Canary Wharf
 Liverpool St
 Tottenham Court Road
 Whitechapel
 Train ride in the central operating section
Station site visit 7 April 2022  Transport for All
 Paddington  Thoughtistic
 Liverpool Street  London Vision
 Train ride in the central operating section  TfL Youth Panel
 UN Women UK
 RNIB
 Guide Dogs UK
 Whizz-kidz
 London Borough of Barking &
Dagenham
Station user testing 28 April 2022 Attended by individual customers
 Paddington whose participation was sought via
 Tottenham Court Road organisations TfL works with
 Farringdon

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Engagement Stakeholder
 Liverpool Street
 Whitechapel
 Canary Wharf
 Custom House
 Woolwich
 Abbey Wood
 Train ride in the central operating section

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5. Identifying the potential impacts
An EQIA assesses the outcome of a project from the viewpoint of a number of groups who share a protected characteristic. These are:
 Age
 Disability
 Gender reassignment
 Marriage and civil partnership
 Pregnancy and maternity
 Race
 Religion or belief
 Sex
 Sexual orientation

TfL also considers the needs of groups who have the potential to be socially excluded. This includes:
 People on low incomes
 Refugees and asylum seekers
 Homeless people
 Job seekers

The project impacts below have been split into Positive Impacts and Negative Impacts. Within these sections’ impacts have been grouped
according to theme (for example, Rolling Stock, Wayfinding and Signage). Where impacts have been identified across multiple stations these are
included in the Line-Wide impacts. Other station specific items are outlined below each station heading. To avoid repeating the same or very
similar impacts for each group, an ‘All Groups’ category has been used unless specific groups are considered to be impacted differently.

All Central Operating Section (COS) stations are included in the Negative Impacts section below:
 Abbey Wood
 Bond Street
 Canary Wharf
 Custom House
 Farringdon
 Liverpool Street
 Paddington
 Tottenham Court Road
 Whitechapel
 Woolwich
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All stations on the eastern and western sections of the line have had individual Diversity Impact Assessments (DIAs) completed by Network Rail.
These can be requested via the Network Rail website.1 These 31 stations are already in use with customer assistance provided on each
platform, and with trains using the existing track network between Liverpool Street and Shenfield, and Paddington to Heathrow and Reading.

5.1 Positive Project Impacts

Impact Protected Characteristics

Affected
Travel In London Protected Characteristics Affected
The Elizabeth line will provide a 10% rail capacity increase in central London through the provision  All Groups
of twenty-four high-capacity trains per hour in each direction in the central section during peak
periods.
The Elizabeth line will facilitate easier, faster, and direct journeys by public transport from Heathrow  All Groups
to Canary Wharf, as well as better links to London’s other central business areas, helping to improve
London’s international links. Those living in the south east of London will be able to directly access
the West End for the first time.
Crowding relief will be observed on the Central and Jubilee lines within central London, and to and  All Groups
from Canary Wharf, with DLR demand from Bank and Woolwich also seeing a reduction in the
number of passengers carried.
South Eastern services to and from Charing Cross and Cannon Street via Lewisham or Greenwich  All Groups
will see reductions in crowding as passengers switch to the Elizabeth line.
Increased capacity and reliability at Paddington and Liverpool Street will be made possible due to  All Groups
released platforms.
Mode shift to the Elizabeth line may lead to a reduction in road accidents.  All Groups
Mode shift and the consequent reduction in congestion will result in general traffic journey time  All Groups
savings.
1.5 million people will live within 45 minutes access of London, providing greater access to jobs,  All Groups
education, and other locations. (13)
Faster journey time means more opportunities are reasonably accessible to the residents of affected  All Groups
1
Network Rail, Diversity Impact Assessments
18
Impact Protected Characteristics
Affected
areas.
Safety and Community Protected Characteristics Affected
MTREL have committed to improving women’s safety at night across the line by establishing a  All Groups
working group which includes senior level representation from women in MTRELs business
departments, the British Transport Police, and MTRELs agency staff provider to develop initiatives to
improve customer confidence in personal security while travelling, in particular when alone or at
night.

MTREL’s ambassador team have committed to delivering at least 24 evening safety roadshows to
promote safety and security while travelling. MTREL have established relationships with charities
and women’s groups to support engagement sessions.

Customer facing MTREL staff have received harassment briefings to understand how they can
support anyone affected by sexual harassment.

MTREL are in the process of setting up Walk and Talk sessions where members of the public may
walk around stations, highlighting areas which may make them feel unsafe, and discuss women’s
safety. This is an existing initiative being delivered by the Metropolitan police. (14)
MTRELs Ambassador Team give safety talks to schools which are followed up by a station visit.  Age
During the visits students are introduced to staff to show that the member of staff wears a distinctive
uniform and can be approached. The locations of the help points and CCTV features are also
shown.
MTREL have a policy to ensure people feel safe and supported throughout their journey. Staff are  All Groups
visible to customers if they need assistance, are vigilant to those who appear to be facing barriers to
travel, and complete platform patrols looking out for unusual behaviour. Staff will approach people
who appear to be having difficulties moving through the stations to provide support.
MTREL has signed the Rough Sleeping on Rail charter. (15) The Safeguarding and Security team  All Groups
review each report of rough sleeping and share the reports with TfL’s rough sleeping outreach team
for information and appropriate action. Where there is a concern for welfare, reports are submitted
through Streetlink. This can be done by all customer facing staff. The Streetlink platform deploys
outreach workers to the area to investigate and provide necessary support.
19
Impact Protected Characteristics
Affected
MTREL are also involved in outreach work with the homeless community, such as Café Art, which
empowers people affected by homelessness through art, photography and entrepreneurship, and
Whitechapel Mission, providing breakfast and CV and interview sessions.
Housing Protected Characteristics Affected
The Elizabeth line is supporting delivery of 180,000 new homes. (13)  All Groups
Improved transport links will increase the desirability of the areas near the stations and stimulate  All Groups
new homes to be built in those locations with greater residential density.
Environment Protected Characteristics Affected
The Elizabeth line is expected to remove 13.8 million car journeys per annum from the road network  All Groups
by 2031. This mode shift represents around 6% of total Crossrail demand. The mode shift will result
in an improvement in air quality and a reduction in CO2 emissions with an estimated 39,000 fewer
tonnes emitted in 2031.
Economic Protected Characteristics Affected
Crossrail is estimated to provide £42bn net benefit to the UK economy. (13)  All Groups
Employment Protected Characteristics Affected
Crossrail is estimated to have supported 55,000 jobs across the UK (13)  All Groups
 96% of contracts awarded by Crossrail were to companies within the UK
 62% of Tier 1 contractors and 76% of Tier 2 suppliers are small and medium-sized enterprises
(SMEs)
 62% of companies are based outside London
More than 1000 apprenticeships have been created across the Crossrail project.  All Groups
 Crossrail and its contractors created 710 apprenticeships during the construction, surpassing the
original target of 400. Apprentices have been trained in civil engineering, business administration,
railway systems and mechanical and electrical engineering.
 Network Rail, Bombardier (now Alstom), and MTREL have also created 297 apprenticeships as
part of the project (13)
Crossrail operated a job brokerage service delivered in partnership with Jobcentre Plus. The  All Groups
brokerage directly secured employment for local or previously unemployed people. It also
championed several initiatives to improve skills development and employment opportunities for
disadvantaged and under-represented groups, including injured former service personnel,
20
Impact Protected Characteristics
Affected
unemployed young construction workers, and women. Through this initiative 4,706 jobs were
created on the project for local and/or previously unemployed people. (13)
Young Crossrail was established in 2013 in response to the Crossrail Skills and Employment  Age
Strategy. The programme works with schools across London (and further afield where resources  Sex
allow) to build sustainable relationships for delivery of a targeted programme to raise awareness of
careers in the construction and engineering sectors.
The Young Crossrail Programme focuses on driving the take-up of science, technology, engineering,
and mathematics (STEM) subjects at school to encourage young people, and in particular girls, to
consider careers in engineering and construction. The programme has worked with over 270
schools, colleges, and universities and engaged with over 44,000 young people, teachers and
parents.
The Elizabeth line will deliver the capacity needed to support more jobs in central London and the  All Groups
Isle of Dogs and support new jobs in growth areas such as the Thames Gateway.
Improved transport links will increase the desirability of the affected areas as a place to do business,  All Groups
with an increase in jobs in those areas. (13)
Crossrail is supporting delivery of 4.4 million sq. m of new offices and retail. (13)  All Groups
Journey Planning Protected Characteristics Affected
Accessibility information will be published on the TfL website, Journey Planner, and on the TfL Go  Age
App, which will outline the experience customers can expect across the line.  Disability
 Pregnancy and Maternity
 Sex
Alongside the TfL Travel Mentors – a team who provide free guidance and support to customers so  Age
they can gain confidence in becoming independent travellers, MTREL have a Travel Ambassador  Disability
team who provide a service specific to the Elizabeth line. The team engages with customers and  Gender reassignment
communities along the line and provide bespoke accessibility trips for those who have a barrier to  Race
travel, for example customers who have a disability, or who have experienced an assault, with the  Religion or belief
focus being for customers to have independent and sustainable travel.  Sex
 Sexual orientation
All MTREL and LU customer facing staff receive training to assist customers. This includes Turn Up  Disability
and Go services, communicating with disabled customers, and offering assistance to customers in
stations.
21
Impact Protected Characteristics
Affected
Rolling Stock Protected Characteristics Affected
The Elizabeth line rolling stock fully complies with the Technical Specifications for Interoperability for  Disability
Persons with Reduced Mobility (PRM-TSI).
Four dedicated wheelchair spaces are provided on each train. These are close to the doors and are  Disability
separate from the ten multi-use spaces available for wheelchair users, buggies, luggage and  Pregnancy and Maternity
cycles.  Sex
There are dedicated priority seats throughout the trains.  Age
 Disability
 Pregnancy and Maternity
 Sex
Each train has nine fully interconnected, walk-through carriages. There are three sets of double  All Groups
doors along each carriage which make it quicker and easier for customers to get on and off trains.
There is more standing room available for customers to spread out on trains with a mixture of  All Groups
seating types. Total train capacity is up to 1,500 passengers.
Trains have air-conditioning, CCTV, digital screens displaying information on next stops, and real-  All Groups
time travel information combined with audio announcements. There are also grab poles and strap
hangers throughout the train for customers standing or walking through carriages.
Free onboard Wi-Fi is available on Elizabeth line trains on the eastern and western sections of the  All Groups
line.
Stations Protected Characteristics Affected
Through the provision of step-free access across the Elizabeth line network accessibility to and from  Age
central London has been improved for passengers with mobility impairments. This has unlocked  Disability
areas of London which have previously been inaccessible.  Pregnancy and Maternity
For example, a new step-free entrance has been built at Bond Street London Underground station,  Sex
with lifts connecting all platforms with ticket halls and street levels with new access to the Jubilee
and Central lines.
All 41 Elizabeth line stations provide step-free access from street to platform. Existing Elizabeth line  Age
stations on the eastern and western sections have been upgraded, many to provide step-free access  Disability
for the first time. This includes installing lifts for the first time at some stations and building new  Pregnancy and Maternity
footbridges to provide step-free routes. At stations on the eastern and western sections, station staff  Sex

22
Impact Protected Characteristics
Affected
are on hand from first to last train to provide a Turn Up and Go service to deploy manual boarding
ramps between the platforms and trains.
New interchanges provided by the Elizabeth line have improved accessibility for other services  Age
connected to the line. For example, at Liverpool Street, where a new step-free interchange with the  Disability
Northern line has been created, which is accessible from the Elizabeth line platforms.  Pregnancy and Maternity
 Sex
Stations at the eastern and western sections have received upgraded waiting rooms, toilet facilities,  All Groups
new benches and waiting shelters, repaired platform canopies, and also some new retail units.
Enhancements have also been made to signage, help points, information screens, and CCTV,
improving customer experience and safety.
Braille signage has been installed at the following stations: Canary Wharf, Paddington, Woolwich  Disability
and Custom House.
Newly built stations on the Elizabeth line stations are designed to feel spacious and easy to  All Groups
navigate, as well as being built to cater for future growth in passenger numbers. The platforms are
all longer and wider than London Underground platforms to accommodate the new trains which are
more than 200 metres long.
Pavements around stations have been widened and are uncluttered to provide a clear route to the  Age
station entrance.  Disability
 Pregnancy and Maternity
 Sex
Crossings outside stations have been relocated, or new crossings have been added, to provide a  Age
more logical and direct route to the station entrance, with dropped kerbs and tactile pavements.  Disability
 Pregnancy and Maternity
 Sex
Bus stops are located in close proximity to station entrances, to facilitate onward journeys.  Age
 Disability
 Pregnancy and Maternity
 Sex
Legible London signage both inside and outside stations provides a consistent wayfinding  All Groups
experience. In addition, large station markers have been installed outside stations to increase
visibility.
23
Impact Protected Characteristics
Affected
Benches have been installed around the stations to provide rest points.  Age
 Disability
 Pregnancy and Maternity
 Sex
Hearing loops have been installed in all stations and are clearly signposted.  Disability
Stations – Abbey Wood Protected Characteristics Affected
Improved links with local bus services are now provided to facilitate onward journeys.  Age
 Disability
 Pregnancy and Maternity
 Sex
Toilets, including a wheelchair accessible toilet, have been installed in the ticket hall.  Age
 Disability
 Pregnancy and Maternity
 Sex
Stations – Bond Street Protected Characteristics Affected
Two new ticket halls have been constructed, reducing crowding in the station.  All Groups

Paved pedestrian walkways, wider footpaths and improved lighting will improve customer experience  All Groups
and safety around the station.
Stations - Canary Wharf Protected Characteristics Affected
Eight lifts and 21 escalators have been installed to facilitate passenger movement within the station.  Age
 Disability
 Pregnancy and Maternity
 Sex
Stations Custom House Protected Characteristics Affected
Lifts, stairs, and escalators provide access to the platforms from the ticket hall and facilitate  Age
passenger movement within the station.  Disability
 Pregnancy and Maternity
 Sex
The public space around the station has been improved, with new landscaping, lighting, and  All Groups
signage, improving customer experience and safety.
24
Impact Protected Characteristics
Affected
Stations – Farringdon Protected Characteristics Affected
The improved public space outside the station places priority on pedestrian flow and includes new  All Groups
paving, lighting, trees, seating, and widened footways, improving customer experience and safety.
Two new ticket halls have been constructed, reducing crowding in the station.  All Groups
Five lifts and 11 escalators have been installed to facilitate passenger movement within the station.  Age
 Disability
 Pregnancy and Maternity
 Sex
A step-free route to Thameslink has been provided from the Elizabeth line, facilitating passenger  Age
movement within the station, and improving access to regional routes.  Disability
 Pregnancy and Maternity
 Sex
Stations – Liverpool Street Protected Characteristics Affected
New forecourts and plazas around each entrance create pedestrian-friendly, accessible spaces with  All Groups
wider pavements, new crossings, new signage, and landscaping to allow clear pedestrian flows in
and out of the station and improve customer experience and safety.
Seven lifts and 15 escalators have been installed to facilitate passenger movement within the  Age
station.  Disability
 Pregnancy and Maternity
 Sex
Stations - Paddington Protected Characteristics Affected
There is an improved pedestrian environment and bus interchange on Eastbourne Terrace and  Age
Departures Road including increased footway widths and better location of bus stops and taxi ranks  Disability
to facilitate onward journeys.  Pregnancy and Maternity
 Sex
Six lifts and 17 escalators have been installed to facilitate passenger movement within the station.  Age
 Disability
 Pregnancy and Maternity
 Sex
Stations – Tottenham Court Road Protected Characteristics Affected
A new ticket hall has been constructed at Dean Street, and a second integrated ticket hall has been  All Groups
25
Impact Protected Characteristics
Affected
delivered below St Giles Circus on Oxford Street, reducing crowding in the station.
The areas directly around the station entrances have been enhanced with new paving, wider  All Groups
footpaths, lighting, and landscaping, improving customer experience and safety.
3 lifts and six escalators have been installed to facilitate passenger movement within the station.  Age
 Disability
 Pregnancy and Maternity
 Sex
Stations - Whitechapel Protected Characteristics Affected
A request was received by TfL to provide signage at Whitechapel station in Bengali, to assist the  Race
large community in the area. In collaboration with Tower Hamlets’ Council signage has been
updated at several points within the station to include Bengali script.
To the west of the station, Court Street has been made vehicle-fee and has benefitted from  All Groups
improvements to pavements, lighting, and the installation of CCTV, improving customer experience
and safety. To the south, the widened pavement on Whitechapel Road now links across to the Royal
London Hospital and its development. The area to the front of the Whitechapel Road entrance has
been improved with new paving and bollards.
To improve connectivity to the surrounding area a new second entrance has been provided at the  All Groups
northern end of the station.
Seven lifts and three escalators have been installed to facilitate passenger movement within the  Age
station.  Disability
 Pregnancy and Maternity
 Sex
Stations – Woolwich Protected Characteristics Affected
The station entrance opens out on to Dial Arch Square, a green space providing an area for seating.  Age
 Disability
 Pregnancy and Maternity
 Sex
Stations – Acton Main Line Protected Characteristics Affected
A new ticket hall has been created with a line of ticket gates to help make journeys easier and  All Groups
improve customer experience.
A covered, accessible footbridge has been built and lifts have been installed to provide a step-free  Age
26
Impact Protected Characteristics
Affected
route within the station.  Disability
 Pregnancy and Maternity
 Sex
New customer information screens have been installed, improving customer experience.  All Groups
Stations – Brentwood Protected Characteristics Affected
The station building has been restored and redecorated throughout to make the station cleaner and  All Groups
brighter, improving customer experience and wayfinding.
The ticket office has been refurbished, new ticket machines and ticket gates have been installed,  All Groups
and a new digital information screen has been installed, to help make buying tickets and making
journeys easier and improve customer experience.
The waiting rooms and toilets, including a wheelchair accessible toilet, have been refurbished.  Age
 Disability
 Pregnancy and Maternity
 Sex
New benches have been added to the platforms, providing rest points.  Age
 Disability
 Pregnancy and Maternity
 Sex
Stations – Burnham Protected Characteristics Affected
A lift has been installed, providing a step-free route to all platforms.  Age
 Disability
 Pregnancy and Maternity
 Sex
New ticket machines and digital information screens have been installed, to help make buying tickets  All Groups
and making journeys easier and improve customer experience.
New benches have been added to the platforms, providing rest points.  Age
 Disability
 Pregnancy and Maternity
 Sex
Toilets, including the wheelchair accessible toilet, have been refurbished.  Age
 Disability
27
Impact Protected Characteristics
Affected
 Pregnancy and Maternity
 Sex
Stations – Chadwell Heath Protected Characteristics Affected
The station building has been restored and redecorated throughout to make the station cleaner and  All Groups
brighter, improving customer experience and wayfinding.
The ticket office has been refurbished and digital information screens, ticket machines and ticket  All Groups
gates have been installed, to help make buying tickets and making journeys easier and improve
customer experience.
The waiting room has been refurbished and a new waiting shelter has been installed.  Age
 Disability
 Pregnancy and Maternity
 Sex
The station has been made more accessible with wheelchair accessible ticket office windows and a  Age
wheelchair accessible toilet.  Disability
Stations – Ealing Broadway Protected Characteristics Affected
Customer information screens have been improved, improving customer experience.  All Groups
More ticket office windows, ticket vending machines, and automatic ticket gates have been installed,  All Groups
to help make buying tickets and making journeys easier and improve customer experience.
Four new lifts have been installed, providing a step-free route to all platforms.  Age
 Disability
 Pregnancy and Maternity
 Sex
A new waiting room has been installed, providing a rest point.  Age
 Disability
 Pregnancy and Maternity
 Sex
A Changing Places toilet has been installed.  Disability
Stations – Forest Gate Protected Characteristics Affected
The station building has been refurbished and lighting has been improved to make the station  All Groups
cleaner and brighter, improving customer experience and wayfinding.
The ticket office has been refurbished and new ticket machines and digital information screens have  All Groups
28
Impact Protected Characteristics
Affected
been installed, to help make buying tickets and making journeys easier and improve customer
experience.
New lifts have been installed to provide a step-free route from the street to platforms 1,2 and 3.  Age
 Disability
 Pregnancy and Maternity
 Sex
The waiting shelter on platform 1 has been refurbished and new benches have been installed on  Age
platforms, providing rest points.  Disability
 Pregnancy and Maternity
 Sex
The station has been made more accessible with new wheelchair accessible ticket office windows  Age
and a wheelchair accessible toilet.  Disability
Stations – Gidea Park Protected Characteristics Affected
The station building has been restored and redecorated throughout to make the station cleaner and  All Groups
brighter, improving customer experience and wayfinding.
Two new lifts have been installed providing a step-free route from the street to all platforms.  Age
 Disability
 Pregnancy and Maternity
 Sex
The ticket office has been refurbished and new digital information screens and ticket machines have  All Groups
been installed, to help make buying tickets and making journeys easier and improve customer
experience.
The station has been made more accessible with wheelchair accessible ticket office windows and a  Age
wheelchair accessible toilet.  Disability
The waiting rooms and toilets have been refurbished and new benches have been installed on the  Age
platforms, providing rest points.  Disability
 Pregnancy and Maternity
 Sex
Stations – Goodmayes Protected Characteristics Affected
The station building has been restored and redecorated throughout to make the station cleaner and  All Groups
brighter, improving customer experience and wayfinding.
29
Impact Protected Characteristics
Affected
New lifts have been installed providing a step-free route from the street to platforms.  Age
 Disability
 Pregnancy and Maternity
 Sex
New ticket machines and ticket gates have been installed to help make buying tickets and making  All Groups
journeys easier and improve customer experience.
A new waiting shelter and benches on the platforms have been installed to provide rest points, and a  Age
wheelchair accessible toilet has been installed.  Disability
 Pregnancy and Maternity
 Sex
Stations – Hanwell Protected Characteristics Affected
New digital information screens have been installed, improving customer experience.  All Groups
Two new lifts have been built, providing a step-free route from street to platform.  Age
 Disability
 Pregnancy and Maternity
 Sex
The ticket office and platforms have been refurbished to help make buying tickets and making  All Groups
journeys easier and improve customer experience.
A new waiting room has been created on platform 2 and a waiting room has been refurbished on  Age
platform 3 to provide rest points.  Disability
 Pregnancy and Maternity
 Sex
The existing toilet has been refurbished and a new wheelchair accessible toilet installed.  Age
 Disability
 Pregnancy and Maternity
 Sex
Stations – Harold Wood Protected Characteristics Affected
The station building has been restored and redecorated throughout to make the station cleaner and  All Groups
brighter, improving customer experience and wayfinding.
The ticket hall has been refurbished with new ticket gates and ticket machines installed to help make  All Groups
buying tickets and making journeys easier and improve customer experience.
30
Impact Protected Characteristics
Affected
The waiting rooms have been refurbished and new benches have been added to the platforms to  Age
provide rest points  Disability
 Pregnancy and Maternity
 Sex
Toilets, including the wheelchair accessible toilet, have been refurbished.  Age
 Disability
 Pregnancy and Maternity
 Sex
Four new lifts have been installed providing a step-free route to platforms.  Age
 Disability
 Pregnancy and Maternity
 Sex
Stations – Hayes & Harlington Protected Characteristics Affected
A new, more spacious ticket hall has been installed, with new ticket gates, ticket machines and  All Groups
digital information screens, to help make buying tickets and making journeys easier and improve
customer experience.
Three new lifts and a new footbridge have been created to provide a step-free route to platforms.  Age
 Disability
 Pregnancy and Maternity
 Sex
New benches have been added to the platforms and a new waiting shelter has been installed on  Age
platform 4 and 5 to provide rest points.  Disability
 Pregnancy and Maternity
 Sex
Toilets, including a wheelchair accessible toilet, have been installed.  Age
 Disability
 Pregnancy and Maternity
 Sex
Stations – Ilford Protected Characteristics Affected
A new entrance from York Road has been created with ticket gates, digital information screens and  All Groups
a new ticket machine, and a new entrance on Ilford Hill has also been constructed, to help make
31
Impact Protected Characteristics
Affected
buying tickets and making journeys easier and improve customer experience.
The station has been redecorated throughout to make the station cleaner and brighter, improving  All Groups
customer experience and wayfinding.
The waiting room has been refurbished and new benches have been installed on the platforms,  Age
providing rest points.  Disability
 Pregnancy and Maternity
 Sex
The toilets have been refurbished, including the wheelchair accessible toilet.  Age
 Disability
 Pregnancy and Maternity
 Sex
Three new lifts have been installed to provide step-free access to platforms. A ramp has also been  Age
installed at the York Road entrance to provide step-free access to the station.  Disability
 Pregnancy and Maternity
 Sex
Stations – Iver Protected Characteristics Affected
The waiting rooms have been refurbished and new benches have been installed on the platforms,  Age
providing rest points.  Disability
 Pregnancy and Maternity
 Sex
A new station building has been constructed, with new ticket hall, ticket office and ticket gates, to  All Groups
help make buying tickets and making journeys easier and improve customer experience.
Three new lifts have been installed providing a step-free route to all platforms.  Age
 Disability
 Pregnancy and Maternity
 Sex
A new wheelchair accessible toilet has been installed.  Age
 Disability
Stations – Langley Protected Characteristics Affected
New benches have been installed on the platforms, providing rest points.  Age
 Disability
32
Impact Protected Characteristics
Affected
 Pregnancy and Maternity
 Sex
Three new lifts and a new footbridge have been installed to provide a step-free route to all platforms.  Age
 Disability
 Pregnancy and Maternity
 Sex
The station building has been refurbished and a new ticket hall, ticket office, ticket gates, digital  All Groups
information screens and ticket machines have been installed. A new south entrance has also been
constructed with ticket gates, to help make buying tickets and making journeys easier and improve
customer experience.
The toilets, including a wheelchair accessible toilet, have been refurbished.  Age
 Disability
 Pregnancy and Maternity
 Sex
Stations – Maidenhead Protected Characteristics Affected
A new lift to platform 1 has been installed, providing a step-free route.  Age
 Disability
 Pregnancy and Maternity
 Sex
New signs, help points, customer information screens, and CCTV have been installed, improving  All Groups
customer experience and safety.
Stations – Manor Park Protected Characteristics Affected
A new footbridge and lifts have been installed to provide a step-free route from street level to all  Age
platforms.  Disability
 Pregnancy and Maternity
 Sex
The ticket hall has been refurbished and new digital information screens and ticket machines have  All Groups
been installed, to help make buying tickets and making journeys easier and improve customer
experience.
The platforms have been refurbished and new benches have been installed, providing rest points.  Age
 Disability
33
Impact Protected Characteristics
Affected
 Pregnancy and Maternity
 Sex
A new wheelchair accessible toilet has been installed.  Age
 Disability
Stations – Maryland Protected Characteristics Affected
The station entrance has been refurbished and new ticket gates, ticket machines, and digital  All Groups
information screens have been installed, to help make buying tickets and making journeys easier
and improve customer experience.
Three new lifts have been installed providing a step-free route from street to all platforms.  Age
 Disability
 Pregnancy and Maternity
 Sex
The platforms have been refurbished and new benches have been installed, providing rest points.  Age
 Disability
 Pregnancy and Maternity
 Sex
A new wheelchair accessible toilet has been installed.  Age
 Disability
Stations – Romford Protected Characteristics Affected
New benches have been installed, providing rest points.  Age
 Disability
 Pregnancy and Maternity
 Sex
New ticket machines have been installed, to help make buying tickets easier and improve customer  All Groups
experience.
The toilets have been refurbished, including the wheelchair accessible toilet.  Age
 Disability
 Pregnancy and Maternity
 Sex
New lifts have been installed to provide step-free access to platforms 3, 4 and 5  Age
 Disability
34
Impact Protected Characteristics
Affected
 Pregnancy and Maternity
 Sex
Stations – Seven Kings Protected Characteristics Affected
A brighter and more open ticket hall has been created with new digital information screens,  All Groups
improving customer experience and wayfinding.
Wheelchair accessible ticket office windows have been installed, to help make buying tickets easier  Disability
and improve customer experience.
A footbridge and lifts have been installed providing a step-free route from street level to all platforms.  Age
 Disability
 Pregnancy and Maternity
 Sex
The waiting shelters have been refurbished and new benches have been installed on the platforms,  Age
providing rest points.  Disability
 Pregnancy and Maternity
 Sex
A new wheelchair accessible toilet has been installed.  Age
 Disability
Stations – Shenfield Protected Characteristics Affected
A new platform (platform 6) has been created, to help make journeys easier and improve customer  All Groups
experience.
Stations – Slough Protected Characteristics Affected
Improved ticket gates have been installed at the southern entrance, to help make journeys easier  All Groups
and improve customer experience.
New signs, help points, customer information screens, and CCTV have been installed, improving  All Groups
customer experience and safety.
Stations – Southall Protected Characteristics Affected
A new station building with a ticket hall and ticket gates has been constructed, and new ticket  All Groups
machines, digital information screens have been installed, to help make buying tickets and making
journeys easier and improve customer experience.
Three new lifts and a new footbridge have been installed providing a step-free route to platforms.  Age
 Disability
35
Impact Protected Characteristics
Affected
 Pregnancy and Maternity
 Sex
Toilets, including the wheelchair accessible toilet, have been refurbished.  Age
 Disability
 Pregnancy and Maternity
 Sex
Waiting rooms have been refurbished and benches have been installed on the platforms, providing  Age
rest points.  Disability
 Pregnancy and Maternity
 Sex
Signage has been installed within the station in Punjabi script in recognition of Southall’s large  Race
Punjabi population.
Stations – Taplow Protected Characteristics Affected
The ticket hall and ticket office have been refurbished, and new ticket gates have been installed at  All Groups
the south entrance, to help make buying tickets and making journeys easier and improve customer
experience.
The waiting room has been refurbished and new benches have been installed on the platforms,  Age
providing rest points.  Disability
 Pregnancy and Maternity
 Sex
Three new lifts and a footbridge have been installed to create a step-free route to the platforms.  Age
 Disability
 Pregnancy and Maternity
 Sex
Stations – West Drayton Protected Characteristics Affected
The ticket hall has been refurbished and new ticket machines and digital information screens have  All Groups
been installed, to help make buying tickets and making journeys easier and improve customer
experience.
A footbridge and three new lifts have been installed to provide a step-free route to all standard  Age
operating platforms. A fourth lift provides a step-free route to platform 1 – this platform is only used  Disability
during disruption to the other platforms.  Pregnancy and Maternity
36
 Impact Protected Characteristics
Affected
 Sex
A bigger, step-free station entrance has been constructed with new ticket gates, making journeys  Age
easier.  Disability
 Pregnancy and Maternity
 Sex
The toilet facilities, including the wheelchair accessible toilet, have been refurbished.  Age
 Disability
 Pregnancy and Maternity
 Sex
Stations – West Ealing Protected Characteristics Affected
The ticket hall has been refurbished with a line of new gates, and new customer information screens  All Groups
have been installed, to help make journeys easier and improve customer experience.
New lifts have been installed providing a step-free route from the street to all platforms.  Age
 Disability
 Pregnancy and Maternity
 Sex

5.2 Negative Project Impacts

As outlined in Section 4.2, TfL has carried out engagement to gather feedback from a variety of stakeholders and has commissioned an
independent external assessment to assess the design of the stations to ensure an inclusive experience is provided and to recommend any
areas for improvement. All impacts identified have been, or will be, mitigated against, to ensure the best experience possible for customers. All
impacts and their mitigations are listed in full below.

Some items below make reference to standards which have been met. It should be noted that Crossrail was required to design in accordance
with applicable standards current at the time of design.

As part of the Elizabeth line monitoring plan (Section Error: Reference source not found) TfL are committed to gathering customer feedback and
monitoring the impacts of all identified risks. An internal accessibility and inclusion focused group will meet on a regular basis to assess data and
feedback gathered throughout the monitoring process. Matters of concern will be escalated and actions will be recommended to rectify impacts.

37
Impact Mitigation Protected
Characteristics Affected
Rolling Stock Mitigation Protected Characteristics Affected
The Elizabeth line rolling stock does The Elizabeth line is a high-frequency metro-style service. It is  Age
not provide toilets on board. This may estimated that the average time a passenger will travel on the  Disability
result in customers feeling unable to new line will be around 20 minutes. Toilets are not provided on  Pregnancy and Maternity
make longer journeys on the Elizabeth the train, as adding toilets would reduce available space on  Sex
line or needing to break their journey. board the trains by approximately 600 passengers per hour.

The majority of Elizabeth line stations have toilet facilities, with

some central stations having toilet provision in an adjacent
building. Detail of the toilet provision along the line can be found
in Appendix 1 – Elizabeth line toilet provision.

The TfL Toilet map will let customers know where toilets are on
the network - [Link]

At Ealing Broadway, a Changing Places toilet has been

installed. The toilet opened in October 2022. Changing Places
toilets include extra equipment and space to allow disabled
customers to use the toilets safely and comfortably.
The Elizabeth line trains are Customers who might need assistance are advised to travel in  Age
walkthrough, however due to the seat the fifth carriage on the Elizabeth line so they will be able to  Disability
configurations, motorised wheelchairs alight at all stations and can receive assistance if required. This  Pregnancy and Maternity
and wide buggies may not fit between is recommended as station staff are trained to expect customers  Sex
the seats to travel the length of the needing assistance in carriage five.
train.
The location of the Accessible Boarding Point is communicated
Carriage five is the recommended when customers are at stations via signage (if customers are
accessible boarding point and should travelling independently) or staff (if customers are assisted on
be used by anyone who requires board using a ramp). TfL has created an accessible boarding
assistance from station staff to make a zone on each platform with numerous signs, and signs
journey. If a customer boards at a door indicating the step- free access route between lifts and

38
Impact Mitigation Protected
Characteristics Affected
other than at carriage five, and they accessible boarding points. TfL has also mentioned that
are unable to travel through the train to boarding is in the "middle of each platform" on the platform
get to carriage five, there is a risk that guides which can be found inside and outside lifts on the way to
they will be unable to get off the train, the platforms.
and that station staff will be unaware
that assistance is needed. Elizabeth line step-free accessibility information signs for the
status of each station will be displayed at all lifts and on the
platform level next to boarding points to advise if a ramp is
required at each station.

If customers need assistance on board the trains, passenger

emergency alarms are available throughout the train to alert the
driver of an emergency. There are also dedicated passenger
emergency alarms located at each of the four wheelchair spaces
– at a lower height which can be operated by wheelchair users.
Selective Door Opening (SDO) is in MTR have developed a strategy for customers with luggage,  Age
use in some stations. Due to short walkers, and buggies so they do not board at SDO doors and  Disability
platforms, some train doors do not instead use the multi-use spaces towards the front of the train in  Pregnancy and Maternity
open at some stations. Customers with carriages one to four. This strategy also outlines that carriage  Sex
luggage, walkers, and buggies may five should not be used as the spaces there are reserved for
board trains at any door but may be wheelchair users.
unable to get to an open door at SDO
stations due to the seat configuration
which means there is not enough room
to pass through the cars
Elizabeth line priority seating moquette Signage has been installed above each priority seat to highlight  Age
is not obviously distinct from other that it should be offered to any customer who needs it. Priority  Disability
seating moquette and may be hard to seating is located next to the doors, in line with other TfL modes.  Pregnancy and Maternity
see. This may result in customers  Sex
using it and not realising they should When the trains are due a mid-life refurbishment (in about 5-7
offer it to others who may need it. years) TfL will look to adopt the new approach for priority seat

39
Impact Mitigation Protected
Characteristics Affected
demarcation which was introduced after these trains were built,
and which can be seen on the Jubilee line.
In advance of the mid-life refurbishment, as the priority seating
moquette is worn down it will be replaced with this new design.

The priority seat moquette contrast complies with the PRM-TSI

and Rail Vehicle Accessibility Regulations (RVAR).

TfL will monitor customer feedback regarding priority seats and

may mitigate further if needed with additional signage.
There is a risk of visually impaired The poles used on the trains are fully compliant with PRM-TSI  Disability
customers not being able to see the and Rail Vehicle Accessibility Regulations (RVAR). The
grab poles and overhead handles in handrails contrast sufficiently with the surrounding environment.
contrast with the surrounding
environment. TfL will continue to monitor customer feedback regarding grab
poles.
Poles in the centre of the vestibule, in The pole in the centre of the vestibule cannot be moved as it is  Disability
front of the doors, are not offset. This mounted to structural elements of the train designed to
means when wheelchair users board withstand passenger loadings
they have limited space to stop.
During design Crossrail located the central pole in an optimum
On alighting there is limited space for position that would allow for wheelchair users to manoeuvre at
wheelchair users to line themselves up the doorway while not detracting from access to a handhold for
in front of the doors. the maximum number of standing passengers, or from
obstructing access to other areas in the carriage by offsetting
Wheelchair users may need to board the pole from the central position.
and alight facing the doors straight on,
to avoid castor wheels swivelling and TfL will monitor customer feedback and can consider future
getting caught in the gap between the mitigations.
train and the platform. This is made
more challenging during busy times

40
Impact Mitigation Protected
Characteristics Affected
when there is less space and time to
manoeuvre into the correct position.
A strap hanger attached to a grab pole There is no space to move strap hangers along the horizontal  Age
for standing passengers is adjacent to handrail without impeding access to the carriage. Strap hangers  Disability
a priority seat, there is an increased are fitted to comply with the requirement for secure handholds  Pregnancy and Maternity
likelihood the person in the priority for a wide range of users. Removing the strap hanger  Sex
seat will have someone leaning over completely may impact on the safety of anyone standing beside
them. A person using this seat who the priority seat, and the occupant of the priority seat, if they are
may have a visible or invisible unable to reach the higher horizontal rail, especially during busy
disability may need additional space. times.
The wheelchair spaces are identified Durable floor markings cannot be added to the wheelchair bays  Disability
by one blue sign on the window above as this would require the floor in the wheelchair bays to be
a tip-up seat in the wheelchair bay. removed and replaced.
There is a risk that this may be
covered and the space may not be TfL will monitor customer feedback regarding wheelchair spaces
vacated, especially during peak times. and will investigate the feasibility of installing additional signage.

Line-wide maps in carriages don’t Line-wide maps are wider above the doors as this is the biggest  Disability
appear to be as large as other rolling space they can be fitted to. The line-wide map sizes are
stock, e.g. London Overground. compliant with the TfL minimum point size for customer
Customers with visual impairments information provision (12 point minimum text size).
may struggle to read these.
Destination information is also available on the digital screens
within each train carriage, and via audio announcements.
The doors open automatically in the The train doors need to be opened manually in the eastern and  Disability
central section, however on the western sections of the line as outside the central section
eastern and western sections opening the doors only on passenger demand helps to maintain
customers need to push a button to comfortable ambient conditions inside the train, and the train
open the doors. This could be control systems do not support automatic door opening in the
challenging for visually impaired eastern and western sections.
people travelling independently.

41
Impact Mitigation Protected
Characteristics Affected
However, Elizabeth line trains have a ‘hustle alarm’ installed
adjacent to the doors that sound when the doors have been
unlocked by the driver and can be opened by passengers.
Train doors open on different sides of In the central section of the line there will be an audible cue from  Disability
the train in stations across the line. the doors automatically opening. Outside of the central section a
This may be confusing for visually ‘hustle alarm’ will sound adjacent to the doors that have been
impaired customers who may not be unlocked by the driver and can be opened by passengers.
able to identify the correct door to
disembark from. TfL will monitor customer feedback regarding the train doors and
may consider adding announcements which specify which side
of the train the doors will open at. However, the automatic
announcement system needs to accommodate service changes
when trains may be routed to different platforms at a station.
The 20mm step in each train doorway Each doorway has yellow marking to identify the doorway  Age
may be hard to see for customers with threshold and make it more visible.  Disability
visual impairments and may cause a
tripping hazard. It may also be difficult The step of 20mm between the tread plate and the vehicle floor
for some wheelchair users to lift their is necessary for the door system used on the Elizabeth line
wheelchair over. trains so cannot be removed.
During pre-opening trial operations, it An alert chime was introduced to precede driver announcements  Age
was noted in participants feedback that to draw passengers attention.  Disability
the train announcement system was
not loud enough, making Guidance has been issued to drivers to hold the handset closer
announcements difficult to hear for to make announcements clearer and more audible.
some customers.
Train announcement volume is automatically increased when
trains speed up.

TfL will monitor customer feedback regarding train

announcement volume.
During pre-opening trial operations, it A chime that alerts passengers to a message from the driver  Age

42
Impact Mitigation Protected
Characteristics Affected
was noted in participants feedback that has been rolled out to all Elizabeth line trains.  Disability
an alert 'chime' would be useful to get
passengers attention before drivers
start providing information, as there
may be a lot of noise on the train.
During pre-opening trial operations, it There are three pre-programmed emergency announcements  Age
was noted in participants feedback that that drivers can use:  Disability
during evacuations it would be helpful  Due to a fire on the train please evacuate the train
to have scrolling text updates on the immediately
electronic displays for passengers who  Due to a security incident please evacuate the train
have hearing impairments or when the immediately
train is noisy.  This train will now terminate please evacuate the train
immediately

These will display a visual message as well as an audible

message.

However, if the driver makes their own manual announcement

there won’t be any accompanying visual messages.

TfL will monitor customer feedback regarding visual

announcements on trains.
During pre-opening trial operations, it MTR have produced guidance for drivers on how often  All Groups
was noted in participants feedback that announcements should be made.
more frequent messages from the
driver, and on screens, would be
helpful to reassure passengers.
Line-Wide Mitigation Protected Characteristics Affected
While most trains will utilise the level Additional staff briefings have taken place to ensure all staff,  Disability
boarding Elizabeth line stations at including those taking Turn Up and Go (TUAG) bookings, are
Paddington and Liverpool Street, some aware of the need to make sure customers board the correct

43
Impact Mitigation Protected
Characteristics Affected
trains will terminate at Paddington and train for their destination, and to inform destination station staff
Liverpool Street mainline stations, for of the need to assist customers if required. If customers require
operational reasons. These stations assistance at Paddington or Liverpool Street mainline stations,
require Manual Boarding Ramps for staff will be on hand to provide assistance. Staff will proactively
level access to trains. approach customers who may need assistance.

There is a risk that customers requiring MTR have also developed a communications package to
level boarding get on a train enhance customer awareness about level boarding and journey
terminating at a station which requires options.
a Manual Boarding Ramp to leave the
train, without informing staff, resulting
in some customers being unable to
disembark the train.
The TUAG processes at London The TUAG process across the Elizabeth line is managed  Disability
Underground, MTREL, London collaboratively to help customers travel on the Elizabeth line and
Overground, and Network Rail stations interchange with other modes.
are managed independently but offer
the same service. All operators manage their own TUAG process on their sections
There is a risk of mobility or visually of the line and will transfer customers to the relevant team at
impaired customers having an interchange locations. Customers will have a consistent
inconsistent experience across the experience as each destination station will be aware that the
line. customer is coming and will be ready to provide assistance.

TfL has process mapped the connecting operators along the

Elizabeth line to ensure that the TUAG processes join up, and
that the Elizabeth line is connecting into established and proven
processes within existing operators.

MTR have provided additional staff briefings regarding TUAG

following customer feedback.
Customers may need more assistance To help customers plan journeys, the TfL Go real-time travel  All Groups

44
Impact Mitigation Protected
Characteristics Affected
to plan journeys when the new line information app makes it easier to plan journeys while on the
opens. move. The app also supports TfL's continuing commitment to
making journeys for those with accessibility needs as easy as
possible. It includes a step-free mode and easy to navigate
views of all stations which currently have street-to-platform
accessibility.

Journey Planner has been updated to have information about

which locations require ramps to board trains.

TfL’s Step-Free Access information has been added to the API

for app developers to use.

TfL Go and Journey Planner included Elizabeth line information

on opening day.
Level boarding is not available on the TfL will communicate to customers how to travel on the network.  Disability
eastern and western sections of the
line but is available in the Central Customers will need to use a manual boarding ramp, provided
Operating Section. At Abbey Wood and operated by station staff, to board trains at stations outside
station staff will deploy a manual of the Central Operating Section, and at Abbey Wood. Custom
boarding ramp, and at Custom House House station is compliant with step-free street to train
manual boarding ramps are available if standards at carriage five, however customers may want to use
customers wish to use them. a manual boarding ramp, which can be deployed by station staff.
Customers who require step-free access at any station on the
Elizabeth line should board at carriage five, regardless of
whether a manual boarding ramp is needed or not.
Station staff are on hand from first to last train to provide a Turn
Up and Go service to deploy manual boarding ramps between
the platforms and trains.

Elizabeth line step-free accessibility information signs for the

45
Impact Mitigation Protected
Characteristics Affected
status of each station are displayed at all lifts and on the
platform level next to boarding points to advise if a ramp is
required at each station.

The Elizabeth line is made up of 41 stations, of those, ten have

been newly built. The remaining 31 stations were already in
existence and facilitate a number of different types of rolling
stock. Where Elizabeth line trains run on existing Network Rail
tracks sharing the same lines as other services, including freight
trains, it is not feasible to provide level boarding, because all of
the trains have historically been built to different sizes. These
platforms must also meet The Railways (Interoperability)
Regulations 2011, any train gauged to run on National Rail
infrastructure should be able to pass through these platforms
without coming into contact with them.

Even if the platforms, which vary in height from station to station

and platform to platform, were rebuilt to be close enough to
allow level boarding for Elizabeth line trains, they would be too
close to the tracks to let other trains, which are different sizes,
pass safely.
Where level boarding is not available Buggy users can request the use of Manual Boarding Ramps to  Pregnancy and Maternity
on the eastern and western sections of board and alight trains via the TUAG process.  Sex
the line, buggy users may be anxious
about boarding and alighting. TfL communicate how to travel on the network with a buggy via
the ‘Travelling in London when pregnant or with a buggy’ leaflet,
which includes safety information on using buggies on the
network, for example getting off trains backwards. This is sent
out to anyone who requests a baby on board badge and is
available on the TfL website.

46
Impact Mitigation Protected
Characteristics Affected
Station staff are on hand from first to last train to provide
assistance if needed.
There could be a time lag in updating If a lift or escalator goes out of service at MTREL stations the  Age
customer messaging channels when MTREL control room is contacted, who put out a radio message  Disability
lifts or escalators go out of service. to MTREL staff. MTREL control room then contact the LU  Pregnancy and Maternity
control room who enter the information on the incident capture  Sex
system which updates TfL's digital channels and data sources.

At LU stations the outage is logged as a fault and the line

controller and LU control centre are contacted. Stations either
side of the affected station are contacted. Station staff at the
affected station update the internal real-time information system.
The LU control centre update TfL's digital channels and data
sources.

Staff will be able to offer customers travel alternatives such as

travelling to nearby stations with a lift or travelling onwards and
back to an alternate platform. Taxis can also be offered if
required.

All COS stations will have frames installed at the lifts leading
into the station which can be updated with lift outage information
and can detail the alternative travel information for the nearest
step-free access route.

At MTREL stations free-standing poster frames will be in place

at the entrance to stations which will detail the lift outage and the
alternative methods of transport.

TfL are investigating real-time reporting of lift outages from all

TfL managed customer facing lifts which will feed into Journey

47
Impact Mitigation Protected
Characteristics Affected
Planner and TfL Go. This project will include the COS stations
on the Elizabeth line. Network Rail are running a similar project
covering the MTREL sections of the Elizabeth line and TfL is
working with them to ensure data is shared. This will give full
network coverage of live lift data with a latency of 30 seconds.
The Elizabeth line is owned by TfL and MTREL staff, who are responsible for operating the majority of  Disability
operated by MTREL Elizabeth line, stations on the Elizabeth line, undergo disability awareness
and interfaces with several training as part of their induction to the organisation.
organisations in different capacities, LU staff also undergo similar training.
London Underground (LU), Rail for
London (RfL), and Network Rail. Training content across MTREL and LU is aligned, and work is
With multiple interfaces across the line ongoing at TfL to make equality training even more joined up.
there is a risk of an inconsistent
experience for disabled customers. The TfL Travel Mentoring team undertake one to one travel
training with customers. The team offer sunflower lanyards and
the TfL support card for customers who wish to self-identify as
wanting or requiring additional support.

MTREL also have Travel Ambassadors, each with their own

barriers to travel who work at events at stations and offer advice
on issues arising with accessibility.

The TfL Travel Mentors and MTREL Ambassador Team were

present across the network during the first few weeks of opening
to meet customers and advertise their services.
Young people, women, disabled Station staff are on hand from first to last train to provide  Disability
people, and Black, Asian and Minority assistance if needed.  Gender Reassignment
Ethnic transport users are at greater  Race
risk of victimisation from other people: Staff are briefed to support all customers as  Religion or belief
 38% of disabled transport users needed, for example in making a report to police if they have  Sex
have experienced a hate crime or been the victim of a crime.  Sexual orientation

48
Impact Mitigation Protected
Characteristics Affected
harassment over the last 3 years
 Nearly 1 in 4 women have Help points are available and are clearly signposted at every
experienced unwanted sexual station and on every train.
behaviour in the last 3 years
 Over 70% of people who felt CCTV cameras are in place in all stations and on every train to
unsafe on public transport have deter criminal behaviour.
stopped travelling at certain times
of the day
 Over 50% of public transport users
surveyed by TfL feel it is neither
easy nor straightforward to report a
crime on public transport
Some station announcements use Live announcements from the control room use gender neutral  Sex
"ladies and gentlemen", which may language.  Gender reassignment
exclude transgender and non-binary  Sexual orientation
customers. TfL has committed to removing gendered announcements from
the network. and have reviewed pre-recorded automated
announcements which may not be gender neutral. Specific
announcements have been identified and will be amended.
Drop off points and taxi ranks are not The majority of stations have a taxi rank in close proximity to the  Age
provided outside every station. This station to facilitate journeys for customers with reduced mobility.  Disability
could mean a longer walk is needed to
access these facilities which Where taxi ranks are not provided, an alternative location is
customers with reduced mobility may available if needed.
struggle with. TfL will monitor customer feedback regarding taxi ranks and can
investigate adding more ranks close to stations.
Some station car parks do not have Public parking is provided at the following stations:  Disability
the recommended 5% of spaces  Brentwood - 16 accessible bays (3%)
reserved for disabled customers.  Burnham - 0 accessible bays (0%), parking is available
Disabled customers may not be able to outside the station
park within the station car parks.  Gidea Park - 2 accessible bays (2%)

49
Impact Mitigation Protected
Characteristics Affected
 Harold Wood - 7 accessible bays (6%)
 Hayes & Harlington - 0 accessible bays (0%)
 Langley - 4 accessible bays (5%)
 Taplow East - 1 accessible bay (5%)
 Taplow West - 0 accessible bays (0%)
 West Drayton - 1 accessible bay (16%)

Some stations have less than 5% accessible bays due to low

usage of the car park.

TfL will monitor customer feedback regarding car parking and

can investigate the feasibility of increasing the number of
accessible bays on a case-by-case basis.
There are insufficient Oyster validators Additional validators have been installed at Farringdon and will  All Groups
in some interchange locations along be installed in Abbey Wood and Custom House later in 2022 to
the line, resulting in customers who make interchanging at these locations easier. Ealing Broadway
are interchanging between services validators will be completed after this.
needing to exit stations and re-enter to
move between services, or resulting in TfL will continue to monitor customer feedback regarding
customers not knowing they need to validators.
touch out being charged an additional
fare. The stations affected are:
 Abbey Wood – when changing
between National Rail and TfL
services
 Custom House – when changing
between DLR and Elizabeth line
services
 Farringdon – when changing
between National Rail and TfL
services

50
Impact Mitigation Protected
Characteristics Affected
 Ealing Broadway - when changing
between National Rail and TfL
services
Stations – Central Operating Section Mitigation Protected Characteristics Affected
Interchanges with other modes in the At Canary Wharf additional signage has been added on the  Age
COS may be long, customers with eastern end of the Elizabeth line station to direct customers to  Disability
reduced mobility may not be able to the Jubilee line. Additional signage has been added on Reuters
travel long distances. For example, at Plaza to direct customers coming from the DLR (Heron Quays)
Canary Wharf the route to the Jubilee and Jubilee line to the ramp to access the shopping centre and
line goes through Canary Wharf the Elizabeth line
shopping centre.
At Paddington Bakerloo line link tunnel, Liverpool Street
Northern line link tunnel, and Bond Street link tunnel the
distance of the tunnel has been added to the beginning of the
interchange.

Seating is provided at regular points within stations for

customers who require rest points.

Journey Planner and TfL Go databases include walking

distances. This means customers can filter journey options
using these tools to show the shortest walking distances in
advance of making a journey.

TfL is investigating internal station mapping to help with

wayfinding and customer knowledge of the station environment,
including looking at how TfL can better support our customers
with distance information. Initiatives currently being investigated
include; digital internal station mapping solutions to help with
wayfinding and knowledge of the station environment, as well as
more traditional signage solutions. TfL will continue to

51
Impact Mitigation Protected
Characteristics Affected
collaborate with internal and external accessibility and inclusion
stakeholders to improve in this area and to deliver a better end
to end customer experience overall.
Tactiles are not installed in Elizabeth Station staff are on hand from first to last train to provide  Disability
line stations for wayfinding purposes. assistance if needed.
Visually impaired customers may need
to ask staff for assistance. TfL is investigating internal station mapping to help with
wayfinding and customer knowledge of the station environment,
including looking at how TfL can better support our customers
with wayfinding. Initiatives currently being investigated include
digital internal station mapping solutions to help with wayfinding
and knowledge of the station environment, including high level
audio instructions. TfL will continue to collaborate with internal
and external accessibility and inclusion stakeholders to improve
in this area and to deliver a better end to end customer
experience overall.
In the curved walkways at Paddington The curved walkways are wide and are well lit.  Disability
and Liverpool Street and tunnels there CCTV cameras are in place in all stations to deter criminal  Gender reassignment
is no security mirror to show the behaviour. Station staff are on hand from first to last train to  Race
opposite direction. Customers may feel provide assistance if needed.  Religion or belief
unsafe without this reassurance.  Sex
Help points are available and are clearly signposted at every  Sexual orientation
station.

TfL will monitor customer feedback regarding safety in stations

and will investigate the installation of CCTV signage to highlight
the presence of CCTV cameras.
In some evacuation scenarios some In most scenarios evacuation is via fire fighter lifts & refuge  Disability
customers may need to wait for areas. Staff put evacuees in the lift and send to the ground floor,
evacuation from the station, which where they are met by staff.
could be distressing.

52
Impact Mitigation Protected
Characteristics Affected
If a fire lift is unavailable evacuees can be put on a train or can
use the escalators, staff are trained in multiple evacuation
options. The last option for evacuation is evacuation carried out
by the London Fire Brigade (LFB).

Station staff will assess the safest route of evacuation from the
following:
 Evacuation via train to the next safe station
 Evacuation in lifts or via the escalators
 Customers can be directed to a place of safety - eg a
refuge area
 Station staff will sweep platforms for any other customers
needing assistance
 If no other option is deemed safe customers can be
evacuated by the emergency services
During evacuations there is a risk to Station staff will assist customers in evacuating and can assess  Disability
customers with autism - during a trial how best to help each customer.
operation a volunteer with autism
‘froze’ due to the lights turning brighter Audio announcement volumes, and lighting levels, are set at the
and the noise of the audio required British Standard and cannot be lowered.
announcements.
TfL's Travel Mentoring team, and MTREL’s Travel Ambassador
team have been briefed on station evacuations so can assist
anyone they work with.

MTR’s Travel Ambassador team, which includes autistic

ambassadors, have also provided training to station teams to
address this.
During trial operations TfL’s approach Visually impaired and mobility impaired volunteers took part in  Disability
to operational testing stated that trial operations. Further desktop exercises are to be held to run
participants needed to be ‘fit and through evacuation processes with disabled volunteers.

53
Impact Mitigation Protected
Characteristics Affected
healthy’ to participate.
This may have discouraged some
disabled people from applying to be
part of trial operations, which means
that evacuation processes may not be
tested by disabled people until a real-
life scenario takes place.
COS Stations – Signage and Mitigation Protected Characteristics Affected
Wayfinding
Wayfinding through the stations TfL has installed additional signage along step-free access  Age
towards lifts and accessible boarding routes to provide reassurance.  Disability
points is present but may not give  Pregnancy and Maternity
customers enough confidence that TfL will monitor customer feedback regarding signage.  Sex
they are going in the right direction.
Small font sizes have been used on All signage in stations is compliant with the TfL Signage  Disability
signage, including line diagrams, and Standard and LU Standards.
temporary step-free access route
signage. This may be difficult for Station staff are on hand from first to last train to provide
visually impaired customers to see. assistance and reassurance. Customers can ask a member of
staff for this information

TfL will monitor customer feedback regarding signage, however

the cost of replacing glass signs is prohibitively expensive so it
is not possible to replace all signs.
Priority seat signage is located on Priority seat signage on seats is compliant with the TfL Signage  Age
seats and will be obscured when sat Standard, however TfL has installed additional priority seat  Disability
upon. Any customer who needs a signage on the arm rests or on the base of the seats under the  Pregnancy and Maternity
priority seat may not be able to locate armrests so it will not be obscured.  Sex
one if they are all in use.
There is an inconsistent approach to Where there is a difference in direction for LU lines they are  Age
some signage across the central displayed separately. Where all lines are located in the same  Disability
54
Impact Mitigation Protected
Characteristics Affected
stations - some platform signs indicate direction they are grouped under ‘Underground’.
which lines can be interchanged with,
others only indicate the Underground. TfL will monitor customer feedback regarding these signs.
This could be confusing for some
customers who may require
reassurance they are at the right
station before leaving the train.
Signage that is at eye level for All step-free access route signage has been installed at eye  Disability
wheelchair users may be obscured level for wheelchair users and at a height so it can be seen
during busy times so may not be above other customers
visible by wheelchair users.

Where customers are required to look

up for signage, this signage should be
available at eye level too.
Line diagrams along the platforms TfL has applied vinyl signage to the glass in front of these signs  Disability
have small text and may appear to be which makes them more legible. TfL will investigate the
in shadow so may be difficult for feasibility of backlighting these signs.
visually impaired customers to read.
The line diagram text sizes are compliant with the TfL Signage
Standard, LU Standards, and with the PRM-TSI.

Station staff are on hand from first to last train to provide

assistance and reassurance. Customers can ask a member of
staff for information.

Lighting levels are compliant with London Underground Lighting

Standards.
Wide Aisle Gates do not have signage Wide Aisle Gates have signage installed on the barriers to make  Disability
above them to indicate their location. them more visible.  Pregnancy and Maternity
This may make them challenging to  Sex

55
Impact Mitigation Protected
Characteristics Affected
identify in peak times. It is not possible to install hanging signage due to high ceilings
and the high cost of installation.
Some signs and maps are made of Line diagrams at Moorgate Ticket Hall have been replaced with  Disability
glass and may cause reflections that a matte material to reduce reflection.
make them hard for visually impaired
customers to see TfL has tried various anti-reflection films on the glass signs, but
due to the printed information being on the back of the glass, the
anti-reflection film creates a ‘fuzzy’ effect to the text.

Due to the extremely high cost of replacing signage and maps, it

will not be possible to replace all signage with a matte material.
TfL will monitor customer feedback regarding these signs.

The use of glass for signage has been used on Legible London
and Cycle Hire totems for over a decade with minimal feedback
on reflectivity - which is particularly acute above ground with
reflecting sunlight.
COS stations have low lighting in Lighting has been adjusted and measured to be compliant with  Disability
some areas and on some wayfinding LU Lighting Standards and with the PRM-TSI and achieves  Gender reassignment
signs. Some signs are in shadow and uniformity in all stations.  Race
can be hard to see.  Religion or belief
Station staff are on hand from first to last train to provide  Sex
Due to low lighting customers may assistance and reassurance to customers and will be proactive  Sexual orientation
perceive some areas in stations as in asking customers if they need assistance.
less safe.
CCTV cameras are in place in all stations and on every train to
deter criminal behaviour.

TfL will monitor customer feedback regarding lighting.

Totems in the centre of platforms at TfL will monitor customer feedback regarding totems and are  Disability
some COS stations are a risk to investigating the installation of additional manifestation at high

56
Impact Mitigation Protected
Characteristics Affected
visually impaired people as they are and low level, as well as exploring the use of tactiles to border
too narrow for canes to identify. the totems.
Customer Information Screens are Station staff are on hand from first to last train to provide  Disability
vertical LCD screens which present a assistance and reassurance. Customers can ask a member of
reflective surface that along with staff for this information.
refraction of light, may make the
information hard to read for visually Information about next train departures and service status is
impaired customers. also available to customers online on their own devices.

TfL will monitor customer feedback regarding these screens.

Skirting at the base of some fixtures, Tonal contrasting in all stations has been assessed as compliant  Disability
such as Ticket Vending Machines, with BS8300, DfT and LU Standards, and with the PRM-TSI.
doors, and equipment cabins does not
match the skirting present on the There are sufficient visual indicators such as signage and
adjacent walls. projection and position on the wall to indicate each fixtures
presence.
Using different type of skirting within
the same wall can cause confusion Relevant signage is provided on doors providing additional
about the extent of the room and the information highlighting their locations.
perception of the wall for visually
impaired customers.
There is a low level of contrast The same ticket barriers are in use throughout the LU network.  Disability
between the floor and base of the Black skirting is not provided as there is sufficient contrast
ticket barriers in the COS which may between the barriers and other surroundings.
cause confusion for visually impaired
customers about the location of the
ticket barriers.
Some stations do not have column TfL has installed additional column manifestations at Canary  Disability
manifestations present at eye level. Wharf concourse and platform levels, and at Custom House
This may impact visually impaired concourse level, and will monitor customer feedback at other
customers in navigating the space. stations. Additional manifestations may be added if needed in

57
Impact Mitigation Protected
Characteristics Affected
the future.
Braille signage has been installed at LU does not have braille signage as standard because:  Disability
Canary Wharf, Paddington, Woolwich,  Turn Up And Go (TUAG) assistance is offered to visually
and Custom House, but not at other impaired customers, so they can rely on a staff guide without
stations. having to pre-book whenever they wish to travel
 Busy environments mean that finding the braille signage is
There is a disjoint between Braille difficult in a Tube environment, and other tactile strips are
being provided at new build Elizabeth not provided to help guide visually impaired customers
line stations, but not at stations that towards any signage.
interface with LU, or outside of the
Central Operating Section (COS). This
may cause confusion for customers
who use Braille.
Route information is displayed on If train information is not visible on the overhead screens the  All Groups
screens above the Platform Edge destination can be confirmed when the train arrives in the
Doors (PEDs). There is a potential station. The trains will have the destination on the outside of
issue for all customers when standing each car.
right next to PEDs directly underneath
the screens that no information is If customers are struggling to read the text, they are able to
visible about the next train's move around the large platforms to get a better view or can ask
destination due to the angle required a member of staff for information.
to view the screens.
Service information and disruption Disruption information is shared by staff on each platform using  Disability
information is shown on the screens a roving microphone. Staff on each platform can also announce
above the PEDs. Visually impaired the arrival and destination of each train. Pre-recorded audio
customers may also require audible announcements announce the status of the line, including
announcements to be made. disruptions.
Information on the screens above the TfL will monitor customer feedback regarding these screens.  Disability
PEDs scrolls at different rates – the
text underneath the route information
scrolls faster than the route

58
Impact Mitigation Protected
Characteristics Affected
information, which may be hard to read
for some customers.
Tactiles are not present at help points, Help point signage is installed adjacent to all help points -  Disability
so there is a risk that visually impaired projecting from the wall at 90 degrees using the existing
customers may not be able to find consistent TfL design language of primary colours and icons to
them easily. provide strong visual contrast against the station architecture.
Tactiles are not used in other TfL stations for this purpose.
Escalator trusses are clad with TfL will monitor customer feedback regarding glare from  Disability
stainless steel. The reflective surface reflective surfaces and will review if surfaces should be
and the glare can cause visual amended.
discomfort, particularly to visually
impaired and neurodivergent
customers
Roundels have not been installed on Audio and visual announcements are made on board every train  All Groups
the tunnel walls within platforms. to confirm the station. Platform signage is in place at regular
Customers will not have the intervals along each platform for customers to confirm the
reassurance they may be expecting to station.
confirm the station they have arrived at
if facing away from the platform.
Platform identification may be TfL has installed additional platform identification signage, ie  All Groups
challenging for some customers as Platform A or Platform B, along the PEDs, to assist customers
directional route maps may be located with identifying the correct platform
some distance down the platforms
COS Stations – Lifts Mitigation Protected Characteristics Affected
Lift buttons are numbered inside lift Each lift button is labelled with a sticker, which includes Braille,  All Groups
cars. Customers will not associate to show what destination each floor button corresponds to.
floor numbers on the buttons with
destinations so may not know which
floor to go to.
The text size on external lift signage is Station staff are on hand from first to last train to provide  Disability
small so may be difficult for visually assistance and reassurance. Customers can ask a member of
59
Impact Mitigation Protected
Characteristics Affected
impaired people to read. staff for this information.

The lift signage text sizes are compliant with the TfL minimum
point size for customer information provision (12 point minimum
text size).
A variety of single-entry and dual-entry All lifts have been built to comply with LU and DfT Standards  Disability
lifts have been provided within the and with the PRM-TSI. All lifts meet the BS8300 minimum
COS stations. Depending on the width standard of 1100mm x 1400mm.
of the lift car and entry/exit
configuration, some wheelchair users Most of the lifts are large enough to accommodate passengers
may have insufficient space to and one user of any type of wheelchair and should have
manoeuvre inside of the lift, so may sufficient space for most wheelchair users to be able to turn
need to reverse in or out of the lift. The around within the lift.
issue is exacerbated when lifts are
long and narrow and have limited room However, there are some lifts that won’t be large enough to
for wheelchair users to turn around accommodate turning and are likely to require wheelchair users
within them. However, wheelchair to either reverse in or out of these lifts.
manoeuvring space is provided within
the lift landings, opposite the lift At single-entry lifts enhanced lift diagrams have been installed to
entrance door. make customers aware that lifts have a single entry and exit
point.
In total, 34 new customer lifts have
been installed across the central Crossrail were constrained by the space available to build lifts
section of the Elizabeth line. 21 of and shafts in appropriate locations with mechanisms, shafts and
these are dual-entry. machinery which needed to be built around other underground
There are 15 lifts where, due to services and equipment, such as other Underground lines and
engineering constraints, TfL has not existing buildings.
been able to meet the preferred, larger
BS8300 standard of 2000mm x
1400mm:
 One single-entry lift, at Custom

60
Impact Mitigation Protected
Characteristics Affected
House, meets the preferred, larger
BS8300 standard of 2000 width x
1400 depth.
 Three lifts provide a minimum
turning circle of 1500mm
 Three lifts provide limited width, at
Liverpool Street (1110mm),
Tottenham Court Road (1200mm)
and Paddington (1250mm)
 Eight lifts may provide sufficient
space to turn for some customers
but do not meet best practice
dimensions of 2000mm x 1400mm.
At single-entry lifts disabled customers All lifts have sensors which should stop customers or items  Disability
may need more time to enter and exit becoming trapped.
the lift to avoid the doors closing too
quickly, as customers will be exiting Door timings have been increased to allow customers more time
and entering through the same door. to exit and enter through the same set of doors. TfL will monitor
customer feedback regarding lift timings.

Customers will be able to override door timings by pressing the

‘door open’ or ‘door close’ buttons.
Some lifts across the COS are smaller All lifts have been built to comply with accessibility standards at  Age
than others. Small lifts could mean the time of design.  Disability
long waits for wheelchair users, those  Pregnancy and Maternity
with luggage, and customers with In some cases, Crossrail were constrained by the space  Sex
buggies available to build lifts and shafts in appropriate locations with
mechanisms, shafts and machinery which needed to be built
around other underground services and equipment, such as
other Underground lines and existing buildings

61
Impact Mitigation Protected
Characteristics Affected
Each lift clearly states the maximum capacity and weight.
In some stations there are no stairs If there are long wait times for a lift, staff can assist to help  Disability
available for guide dog users if a lift is ensure those who need a lift get priority.
out of service and the guide dog isn’t
escalator trained. If needed staff can turn off the escalators so guide dog users
can use them.

Each station has firefighting stairs that can be used to provide

access for guide dog users.
Some lifts have buttons only on one All lifts are compliant with BS8300 and the DfT Design  Disability
side of the internal lift car which can Standards for Accessible Railway Stations. A variety of lifts were
make accessing them difficult for procured to fit in the available space in each station.
people who have reduced movement
or when the lift is busy. Station staff are on hand from first to last train to provide
assistance.
Lift doors lack contrast with their A design solution has been installed to increase the contrast at  Disability
surroundings. the lift doors. This is similar to the ‘sharks teeth’ yellow and
black stickers that are already in place on PEDs on the Jubilee
line extension.
Lifts across the line are labelled using The labelling used in lifts in each station aligns with the wider  Age
a combination of letters and numbers, labelling system in use at each station.  Disability
which may cause confusion.
COS Stations – Platform Train Mitigation Protected Characteristics Affected
Interface (PTI)
COS stations have been built to Most gaps are less than 75mm, where this was originally not  Disability
provide the smallest possible gap achieved gap fillers have been added. These can be found at
between the train and platform. While the carriage five stopping locations (the accessible boarding
the gap between the trains and point) at both platforms at Custom House and Abbey Wood.
platforms at COS stations (except However, due to the track geometry and clearance required by
Abbey Wood, and Custom House engineering vehicles at Abbey Wood some gaps remain greater
outside of carriage five) is compliant than 75mm. These platforms must also meet The Railways
62
Impact Mitigation Protected
Characteristics Affected
with the Persons with Reduced (Interoperability) Regulations 2011, any train gauged to run on
Mobility National Technical National Rail infrastructure should be able to pass through these
Specification Notice (which specifies a platforms without coming into contact with them. Even if the
gap of 75mm or less), a gap still exists platforms were rebuilt to be close enough to allow level boarding
which may result in castor-type for Elizabeth line trains, they would be too close to the tracks to
wheelchair wheels becoming stuck let other trains, which are different sizes, pass safely.
when boarding.
Station staff will deploy a manual boarding ramp between the
platform and train at Abbey Wood. At Custom House, customers
requiring step-free access should board carriage five as some
gaps outside of carriage five are greater than 75mm. Manual
boarding ramps are available here to be deployed by staff if
customers wish to use them.

'Mind the gap' announcements are made at Abbey Wood and

Custom House to remind customers to be careful when boarding
trains here.

Platform signage indicates where the level boarding point is on

all platforms if level boarding or assistance is required.

Station staff are on hand from first to last train to provide Turn
Up and Go assistance if needed and will be proactive in asking
customers if they need assistance. The Step-Free Tube Guide
sets out PTI gap dimensions exactly so that users can judge
their journey based on their own capabilities.

Work is ongoing at TfL to examine the impact of this gap and

identify potential solutions. A trial of a potential device to bridge
this small gap will be taking place on LU in 2022. If successful,
the device will potentially be introduced where suitable

63
Impact Mitigation Protected
Characteristics Affected
throughout the TfL network including the Elizabeth Line.
The gap of 75mm or less which exists Station staff are on hand from first to last train to provide  Age
across the COS PTI (except Abbey assistance if needed and will be proactive in asking customers if  Disability
Wood, and Custom House outside of they need assistance.  Pregnancy and Maternity
carriage five) presents a potential risk  Sex
to customers who use walking sticks or 'Mind the gap' announcements are made at Abbey Wood and
frames, visually impaired customers, Custom House to remind customers to be careful when boarding
customers using buggies, and trains here.
children.
Work is ongoing at TfL to examine the impact of this gap and
There may be a bigger risk to these identify potential solutions. A trial of a potential device to bridge
customers if the doors outside of this small gap will be taking place on LU in 2022. If successful,
carriage five at Abbey Wood and the device will potentially be introduced where suitable
Custom House are used, as the gaps throughout the TfL network including the Elizabeth Line.
here may be bigger than 75mm.
Entrances to platforms are some Signage has been installed at entry points to the platform at  All Groups
distance (~30m) from the train affected stations to highlight where to board.
stopping mark and the Platform Edge
Doors (PEDs) which open to allow Seating has been installed along all platforms, and in most lift
access to the trains. lobbies across the Central Operating Section if customers
require rest points.
The route to the first PED may be a
long route from the station entrance in
some stations. There is also a risk of
customers waiting at glass sections
which do not contain PEDs, rather
than moving down the platform.
Stations outside the COS (in the Station staff are on hand from first to last train to provide a Turn  Disability
eastern and western sections) require Up and Go service to deploy manual boarding ramps between
ramps to be used for level boarding. the platforms and trains at stations in the eastern and western
sections, and at Abbey Wood, and at Custom House if

64
Impact Mitigation Protected
Characteristics Affected
Communication is needed to let customers wish to use them.
customers who need level boarding
know that some stations require ramps Elizabeth line step-free accessibility information signs for the
to be used. status of each station are displayed at all lifts and on the
platform level next to boarding points to advise if a ramp is
Level boarding is available without a required at each station. As well as wayfinding signage, station
ramp or staff assistance in the COS (at staff can advise wheelchair users on exactly where to board and
Abbey Wood station staff will deploy a alight at each station.
manual boarding ramp, and at Custom
House ramps can be deployed by staff There are four dedicated wheelchair spaces in the middle
if customers wish to use them) but if carriage (carriage five) of each train which are clearly labelled.
station staff are not aware a customer There are also dedicated passenger emergency alarms located
needing level boarding has boarded a at each of the four wheelchair spaces to speak to the driver and
train, there is a risk the customer will request assistance. Ramps are also available on each train if
get stuck on the train at a station which needed in an emergency.
requires a ramp at the PTI.
The Elizabeth line is made up of 41 stations, of those, ten have
been newly built. The remaining 31 stations were already in
existence and facilitate a number of different types of rolling
stock. Where Elizabeth line trains run on existing Network Rail
tracks sharing the same lines as other services, including freight
trains, it is not feasible to provide level boarding, because all of
the trains have historically been built to different sizes. These
platforms must also meet The Railways (Interoperability)
Regulations 2011, any train gauged to run on National Rail
infrastructure should be able to pass through these platforms
without coming into contact with them.

Even if the platforms, which vary in height from station to station

and platform to platform, were rebuilt to be close enough to
allow level boarding for Elizabeth line trains, they would be too

65
Impact Mitigation Protected
Characteristics Affected
close to the tracks to let other trains, which are different sizes,
pass safely.
The wheelchair accessible carriage is Seating has been installed along all platforms, and in most lift  Disability
located mid-way down the platform lobbies across the Central Operating Section if customers
(carriage five). At some locations this require rest points.
may be a considerable distance from
the entrance and exit to the platform.
Customers may not be aware that Carriage five is the recommended carriage for customers who  Disability
carriage five is the preferred require staff assistance. This is so staff know which carriage to
accessible carriage and may board at go to provide assistance, Carriage five was chosen as the
another door. This may mean halfway point of the train and is equidistant from entrance and
customers board at a door outside of exits to platforms, as this varies along the line. The dwell times
carriage five and are unable to exit at a of the trains mean that there would not be time for staff to check
station which requires assistance or all carriages for customers who need assistance. There are
has gaps larger than 75mm. three doors in carriage five so customers needing assistance
can board at any of these doors.

There are four dedicated wheelchair spaces in the middle

carriage (carriage five) of each train which are clearly labelled.
There are also dedicated passenger emergency alarms located
at each of the four wheelchair spaces to speak to the driver and
request assistance. Ramps are also available on each train if
needed in an emergency.

As well as wayfinding signage on platform screen doors, and on

columns in surface stations, which outline which stations require
ramps, staff can advise wheelchair users on exactly where to
board and alight at each station.

Additional staff briefings have taken place to ensure all staff are
aware of the need to inform destination station staff of the need

66
Impact Mitigation Protected
Characteristics Affected
to assist customers if required. Staff will proactively approach
customers who may need assistance.

TfL will communicate the need for customers who require

assistance to always use carriage five and to make staff aware if
they are travelling to a station where a ramp is required for level
boarding.
The overhead blue wheelchair sign at Floor markings have been provided at COS stations to indicate  Disability
carriage five is not visible at the exactly which doors should be used by wheelchair users and
platform ends due to other hanging anyone requiring assistance.
signage so may not be visible to
customers who require level boarding. At Canary Wharf and Custom House the overhead sign is
This type of sign may not be familiar to located on the station wall so is not obscured by other signage.
customers as it is not yet regularly At Woolwich the carriage five signage size is bigger than at
used. other stations as the hanging signs are larger.

Signage has been added to the PEDs at platform entrance

points to instruct customers to move down the platform for level
boarding access.
PED boarding points are not easily A design solution has been installed to increase the contrast at  All Groups
distinguishable from the surrounding the boarding points. This is similar to the ‘sharks teeth’ yellow
glass panels, customers may not be and black stickers that are already in place on PEDs on the
able to identify the PED locations Jubilee line extension.
At stations with PEDs the platform is TfL will monitor customer feedback regarding reflections.  Disability
separated from the track by glazed
platform edge doors with a continuous
black glass header, which incorporates
the customer information screens over
each door and off which perpendicular
directional signage is cantilevered.
Signage is reflected on the header

67
Impact Mitigation Protected
Characteristics Affected
band and platform edge doors, which
may cause some confusion for visually
impaired customers.
Tactile paving has not been installed at TfL is required to install tactile paving at the boundary of any  Disability
platform edges in stations with PEDs. danger areas. The danger area of a platform commences at the
Visually impaired customers may not rail side edge of the platforms and is defined as the area where
be able to easily identify PED passengers are not allowed to stand when trains are passing or
locations. arriving.

Platform Edge Doors provide protection from trains in the

danger areas, which negate the need to provide tactile paving
here.

Station staff are on hand from first to last train to provide

assistance if needed.

TfL will monitor customer feedback regarding tactile paving.

COS Stations – Seating Mitigation Protected Characteristics Affected
While sufficient seating has been Some lift lobbies could not accommodate seating as Crossrail  Age
provided in all COS stations, some lift were constrained by the space available to build lifts and lift  Disability
lobbies do not have seating installed, lobbies in appropriate locations with mechanisms, shafts and
which would be beneficial for disabled machinery which needed to be built around other underground
and older customers. services and equipment, such as other Underground lines and
existing buildings.

Seating will be installed at lift lobbies later in 2022 at the

following stations:
 Bond Street
 Liverpool Street
 Tottenham Court Road
 Farringdon

68
Impact Mitigation Protected
Characteristics Affected
Backrests have not been provided on The design for seats without backrests was intended to be used  Age
all seats so disabled and older adjacent to screens or walls, at 100mm distance, to act as a  Disability
customers may not be able to use backrest.
these seats.
TfL will monitor customer feedback regarding any seats which
have been installed without backrests and not adjacent to
screens or wall. Backrests could potentially be provided in
future.
The armrests of some seating, whilst While the armrests are compliant with BS8300, DfT Standards,  Disability
contrasting with the seat, do not and with the PRM-TSI, TfL will monitor customer feedback and
achieve high visual contrast with the are investigating the feasibility of providing armrests with more
wall or screen against which they are contrast.
also seen. Visually impaired customers
may find it difficult to identify armrests. Replacing any armrests would take a significantly long time as
each armrest would need to be removed, painted, and replaced.
COS Stations – Access and Mitigation Protected Characteristics Affected
Evacuation
The lights at the end of the escalator TfL will monitor customer feedback regarding escalators and  Disability
steps can cause glare and may not review if additional contrasting needs to be added.
help visually impaired customers
identify the end or start of the
escalator.
When boarding power saving Power saving escalators are used elsewhere on the TfL network  Age
escalators, the speed changes and comply with all relevant standards.  Disability
significantly which may be a problem
for various customers, particularly Station staff are on hand from first to last train to provide
those with visual impairments, anxiety, assistance if needed and will be proactive in asking customers if
guide dog users, or people with they need assistance.
mobility aids or who struggle with
balance.
In the event of a fire, due to air Station staff are required to sweep platforms within four minutes  Age
69
Impact Mitigation Protected
Characteristics Affected
pressure from platform fans, the fire of the fire alarm being activated and will be available to assist in  Disability
doors will be heavy and may be opening the fire doors. Platform fans will not be activated until
difficult to open by anyone with six minutes after the fire alarm is activated.
reduced mobility.
Help points can be found on either side of fire doors, on the
platform and in refuge areas, in case further assistance is
needed.

All stations have had risk assessments completed per

evacuation door location and any outstanding risk was deemed
as low as reasonably practicable.

TfL will keep fire door risks under review.

Stair handrails in some evacuation Where handrails have not been continued this is because a door  Disability
routes are not continuous around half is in the path of the handrail.
landings. Without continuing the
handrail there is a risk the stair will These staircases are only used for evacuation, and during
become confusing to use for blind and evacuations station staff are required to sweep the platforms
partially sighted people. and provide assistance to any customers who may need it.
COS Stations – Toilets Mitigation Protected Characteristics Affected
Changing Places toilets are not One station on the Elizabeth line has had a Changing Places  Disability
available on the majority of the line. toilet installed (Ealing Broadway). This opened in October 2022.
Customers who require these toilets
will need to break their journey if they Changing places toilets can be found at [Link]
are needed. [Link]/find

The nearest public Changing Places toilets to the Elizabeth line

COS stations are as follows:
 Abbey Wood: Woolwich Centre
 Bond St: National Gallery (Trafalgar Square)
 Canary Wharf: O2 Arena

70
Impact Mitigation Protected
Characteristics Affected
 Custom House: ExCel
 Farringdon: Postal Museum
 Liverpool St: Barbican Centre
 Paddington: Paddington Network Rail station
 Tottenham Court Road: National Gallery (Trafalgar
Square)
 Whitechapel: Barbican Centre
 Woolwich: Woolwich Centre
Toilets are provided at the majority of The TfL Toilet map lets customers know where toilets are on the  Age
stations on the Elizabeth line. At network - [Link]  Disability
stations where they are not provided  Pregnancy and Maternity
customers will need to travel to the Toilets are available in the COS at Abbey Wood, Custom  Sex
next station or break their journey to House, Farringdon, Liverpool Street (Network Rail station),
use alternative facilities. Paddington (Network Rail station), Tottenham Court Road, and
Whitechapel.

Toilets are not provided at Bond Street, Canary Wharf, and

Woolwich. However, at these locations’ toilets can be found in
adjacent buildings.

Station staff are encouraged to have local knowledge of toilets

available outside of the station, e.g. in shopping centres, cafes.

A Radar key is needed to unlock some wheelchair accessible

toilets at stations but customers can request these to be opened
by a staff member if needed.

Some toilets have their access controlled by station staff at

certain times of day. Customers can request these to be opened
by a staff member if needed.

71
Impact Mitigation Protected
Characteristics Affected
Toilets could not be installed at every station due to space
constraints. In particular in the central section stations where the
majority of the space is deep underground Crossrail were
constrained by the space available at ground level and just
below to build toilets in appropriate locations.

Please see Appendix 1 – Elizabeth line toilet provision for more

detail on toilet provision.
Some wheelchair accessible toilets Colostomy shelves have been fitted in wheelchair accessible  Disability
have been installed with no colostomy toilets where possible.
shelves fitted. Customers who require Where shelves have not been installed the toilets have close
these shelves may not be able to use coupled flat tops which are suitable for changing colostomy
all toilet facilities. bags.
Stations – Abbey Wood Mitigation Protected Characteristics Affected
Due to space constraints there is no Floor markings have been installed to assist customers in  Disability
overhead signage to indicate the identifying carriage five. Signage is also in place along the
location of carriage five for customers platform to advise customers to pass along the platform for level
who require level boarding access. boarding access.

Station staff are on hand from first to last train to provide

assistance if needed and will be proactive in asking customers if
they need assistance.
Stations – Bond Street Mitigation Protected Characteristics Affected
The help point in Bond Street ticket Signage has been installed to highlight the location of the help  All Groups
hall may be difficult for some point more clearly.
customers to see as it is located on
one side of a column.
No seat is installed in the refuge area In most scenarios’ evacuation is via fire fighter lifts & refuge  Disability
at the fire lift. In case of a wait for areas. Staff put evacuees in the lift and send to the ground floor,
evacuation there is no rest point where they are met by staff.
available for mobility impaired
72
Impact Mitigation Protected
Characteristics Affected
customers. If a fire lift is unavailable evacuees can be put on a train or can
use the escalators, staff are trained in multiple evacuation
options.

Station staff will assess the safest route of evacuation from the
following:
 Evacuation via train to the next safe station
 Evacuation in lifts or via the escalators
 Customers can be directed to a place of safety - eg a
refuge area
 Station staff will sweep platforms for any other customers
needing assistance
 If no other option is deemed safe customers can be
evacuated by the emergency services

Seating cannot be installed here as it would impede safe

customer flow.

TfL will monitor customer feedback regarding seating.

Manifestations are not present on the Manifestations have been installed on the GLAP glass door.  Disability
GLAP glass in the ticket hall, reducing
the visibility of the GLAP.
A curved tunnel between the Elizabeth TfL will install tunnel length signage at this location, and that  Age
line station and London Underground there are rest points and help points, however architectural  Disability
station does not have clear sightlines solutions are very limited.
to the end of the tunnel and has rings
encircling the walkway as part of the Station staff are on hand from first to last train to provide
architectural design. This may result in assistance and reassurance.
a feeling of infinity for neurodivergent
customers. TfL will monitor customer feedback regarding this interchange.
On exiting the interchange tunnel TfL will install additional signage in the interchange tunnel  All Groups

73
Impact Mitigation Protected
Characteristics Affected
towards the Elizabeth line station directing customers to the Elizabeth line platform escalator.
coming from the London Underground
station, two escalator banks are Station staff are on hand from first to last train to provide
present. It is not clear which bank assistance and reassurance.
customers should take to get to the
platforms, which could cause
confusion for some customers.
Stations – Canary Wharf Mitigation Protected Characteristics Affected
The Customer Information Screens at Station staff are on hand from first to last train to provide  Disability
concourse level are too high for many assistance and reassurance. Customers can ask a member of
users to read, even when stood as staff for this information.
close as possible.
Information about next train departures and service status is
also available to customers online on their own devices.

The text sizes on all screens are compliant with National Rail
Standards, and with the PRM-TSI.

It is not possible to lower these screens, however TfL will

monitor customer feedback regarding them.
Placement of the lift call buttons on the All lifts are compliant with BS8300 and the DfT Design  Disability
left-hand side of the lift at the entrance Standards for Accessible Railway Stations. A variety of lifts were
are hard to reach for wheelchair users procured to fit in the available space in each station.
due to their proximity to the adjacent
perpendicular wall. Station staff are on hand from first to last train to provide
assistance.

TfL will monitor customer feedback regarding the use of lift call
buttons.
Wheelchair access between the Wide Station staff will be posted at the gateline to provide assistance  Disability
Aisle Gates and the lifts is difficult as if needed.  Pregnancy and Maternity

74
Impact Mitigation Protected
Characteristics Affected
the access gates are on the internal  Sex
central point for access, and this TfL will monitor customer feedback regarding Wide Aisle Gates.
means that wheelchair users will need
to cross the main flow of pedestrians
heading for the escalators. This could
cause difficulties in heavy pedestrian
traffic for wheelchair users, customers
using buggies, and customers with
luggage.
Signage to the lifts is unclear at both Signage has been installed on both sides of the columns in the  Age
station entrances because visibility entrances to direct customers to the lifts.  Disability
depends upon where the entrance is  Pregnancy and Maternity
entered, particularly if the station is  Sex
entered near to the escalators.
Customers requiring the lift may find it
difficult to locate them.
Two lifts are provided at each entrance Lift signage is provided above one lift per entrance to identify it  Age
but only one is available to the public as being in use.  Disability
which could cause confusion.  Pregnancy and Maternity
Station staff are on hand from first to last train to provide  Sex
assistance.
Contrasting manifestations are not Manifestations have been added to the outer barriers so they  Disability
present on the barriers at the base of can be seen more easily by customers arriving by train.
escalators so could be difficult for
visually impaired customers to see
them.
Canary Wharf Elizabeth line station Canary Wharf Group are installing additional signage to facilitate  All Groups
may be challenging to locate for some wayfinding from other modes to the Elizabeth line.
customers on exit from the Jubilee line
or DLR station at Canary Wharf, and
vice versa.

75
Impact Mitigation Protected
Characteristics Affected
Stations – Custom House Mitigation Protected Characteristics Affected
White glass cladding is utilised TfL will monitor customer feedback regarding reflections.  All Groups
externally at platform level. Depending
on the environmental conditions and
time of day there is the possibility of
dazzle caused by reflection of sunlight
in particular where they face South
West and West.
Both up and down escalators have a Switchable signage has been added for when escalators switch  All Groups
sign indicating that they are the route direction to clarify which escalators should be used.
down to the platform level, which could
cause confusion.
Directional signage at the bottom of Station staff are on hand from first to last train to provide  All Groups
the escalator is high, and uses small assistance and reassurance. Customers can ask a member of
text, which may be hard for visually staff for this information.
impaired customers to read.
The line diagram at the bottom of the The directional signage text sizes are compliant with the TfL
escalator is positioned on the platform, minimum point size for customer information provision (12 point
rather than facing the escalator, which minimum text size).
may make it hard to see for some
customers. TfL will monitor customer feedback about this signage and may
move it if possible.
Platform A and B are not easily Reassurance signage has been added to each platform to make  All Groups
identifiable as there is little signage to platform identification clear.
reassure customers on the platforms.
The customer toilet at Custom House TfL will rectify these items.  Disability
may benefit from improvements in
order to enable disabled customers to
use the toilet comfortably:
 The emergency alarm pull cord
should be lengthened to be 10cm
76
Impact Mitigation Protected
Characteristics Affected
from the floor
 The toilet roll dispenser is located
too far from the toilet to be reached
and should be relocated to the wall
adjacent to the toilet
 The alarm reset button should be
relocated to accommodate the new
toilet roll dispenser location
 The soap dispenser should be
located above the sink
 The bin is foot pedal controlled so
should be replaced with a bin with
a sensor or drop opening
mechanism
 The flush mechanism is positioned
behind the toilet above a shelf.
This is not accessible for
customers with limited reach. The
flush mechanism should be
relocated to the side of the toilet
 Two hooks should be installed at
1050mm and 1400mm above the
floor
The sign for the wheelchair accessible A large sign has been installed on the toilet door to clearly  Age
toilet is confusing as three doors look denote this as the public toilet door.  Disability
the same and the sign is located  Pregnancy and Maternity
above two doors that are not the toilet.  Sex
The wheelchair accessible toilet door An automatic door opener has been installed to make this door  Age
is heavy which may make it difficult for easier to open for all customers.  Disability
some customers to open.  Pregnancy and Maternity
 Sex

77
Impact Mitigation Protected
Characteristics Affected
The ticket vending machines are A shelter has been installed over the machines to reduce the  Disability
located outside of the station entrance impact of glare.
so may experience glare on the
screens. The ticket vending machines are well lit as they are internally
illuminated by the touch screen.
Manifestations are not present on the A handrail is present along the length of this glass which serves  Disability
glass surface which runs the length of as manifestation.
the entrance concourse which could
make this surface difficult for visually
impaired customers to see.
The visibility of the ‘Refuge Point’ sign TfL will monitor customer feedback regarding signage visibility.  Disability
when approaching the shelter from the
end of platform is partially affected by
the platform shelter glazed walls so
may be difficult for visually impaired
customers to see.
There is only one Wide Aisle Gate on This side entrance is used for entry only to the Elizabeth line  Age
the link between the station concourse station for customers coming up the escalators from the DLR  Disability
and the DLR station, potentially station. This is to facilitate crowd control at this escalator run off  Pregnancy and Maternity
resulting in staff needing to manually area.  Sex
switch the opening direction of the
gate depending on the direction of Customers who require the lift down to the DLR station at this
approach of disabled customers. side entrance will be escorted by staff through the gates.
Stations – Farringdon Mitigation Protected Characteristics Affected
A lift has been installed from To provide step-free access to Barbican’s Eastbound platform,  Age
Farringdon Elizabeth line station to an over bridge from the Westbound platform to the Eastbound  Disability
Barbican London Underground station, was required. Engineering challenges with the Victorian  Pregnancy and Maternity
but only to the Westbound platform. retaining walls trackside and the ground condition meant that it  Sex
There is no lift from the Elizabeth line was not possible to deliver this over bridge as part of the
station to Barbican’s Eastbound Crossrail project.
London Underground platform.
78
Impact Mitigation Protected
Characteristics Affected
However, retaining the step-free route between the Eastern
ticket hall of Farringdon station (serving the Elizabeth line
platforms) and the island platform of LU’s Barbican station
(serving Westbound Metropolitan, Hammersmith & City and
Circle lines) provides significant customer benefit. This creates
flexibility for local residents in terms of interchange, and also
offer options for customers in need of step-free routes.
Therefore, the Farringdon to Barbican Westbound route was
maintained to capture these benefits rather than fully abandon
the connection.
The incline lift doors take some time to Incline lifts require longer to dock and may jolt as they contain  Age
open. Customers may be concerned more moving parts than vertical lifts. Signage has been installed  Disability
the lift has failed. in the incline lift to reassure customers that the longer docking  Pregnancy and Maternity
time is normal.  Sex
Stations – Liverpool Street Mitigation Protected Characteristics Affected
Depending on weather conditions, This condition will be intermittent depending on environmental  All Groups
there is the possibility of being dazzled conditions and time of day.
by glare caused by reflected sunlight
coming through the canopy from an TfL will monitor customer feedback regarding glare.
adjacent building.
The Broadgate Ticket Hall walls are TfL will monitor customer feedback regarding the panel  Disability
clad with sound absorbing panels. This cladding.
type of internal cladding consists of
panels with a white perforated metal
sheet on top of a dark substrate,
intended to enhance sound absorption
and overall acoustic performance to
provide good intelligible audio
announcements. The provision is
beneficial for noise control and
absorption towards a calm overall

79
Impact Mitigation Protected
Characteristics Affected
acoustic environment; however, there
is the potential that the pattern of
perforation might result in visual
discomfort to some users.
The lift landing at the bottom of the TfL will monitor customer feedback regarding glare.  Disability
escalators from the Broadgate Ticket
Hall, is lit with spotlights that have
clear lenses atop a reflective surface.
Glare from bright patches of light
within the field of view can be
misleading and cause confusion,
particularly for customers who are
blind, partially sighted, or
neurodivergent.
The platform end wall is dark and Step-free access signage has been installed on these walls to  Disability
resembles the void created by the demarcate the space.
tunnel. This might make it difficult for
some customers to read the space. TfL will monitor customer feedback regarding station visibility.
Approximately 70m separates seating Seats are provided in the lift lobbies at either end of this corridor.  Age
along a corridor between the platforms  Disability
and ticket hall, 20m more than the TfL will monitor customer feedback regarding seating and will
recommended spacing. Some review the seating provision.
customers might not be able to rest at
well-defined intervals. Additionally, the
corridor is curved, so it is difficult to
see where the other seating is located
as there is no direct sightline.
There is only perch seating along the Seating could not be installed in this tunnel due to the size  Age
Northern Line Link tunnel, which is constraints and the need to safely maintain enough room for  Disability
available at regular intervals. Some passenger flow.
customers may not find it suitable to

80
Impact Mitigation Protected
Characteristics Affected
use. Seating is provided elsewhere in the station.
The lift button and lift signage is above TfL will monitor customer feedback regarding this signage,  Disability
the seats in the lift lobby up to however relocating signage will be expensive.
Moorgate and at Lift E. The button
may be hard for wheelchair users to
reach and the lift diagram may be hard
to see.
No overhanging signs are present in Three additional overhanging signs have been installed in  Disability
Moorgate ticket hall. This may make Moorgate ticket hall.
wayfinding challenging for visually
impaired people.
The Elizabeth line overhead hanging TfL will monitor customer feedback regarding this sign, however  Disability
sign at Liverpool St ticket barriers is relocating it will be expensive.
not clear - it could be interpreted that it
points back towards the entrance. This TfL will adjust the arrow on this sign to point diagonally.
effect was made worse as the glass
adjacent to the gateline made it appear
that the escalators beyond the gateline
were going up (a reflection of the
entrance escalators) rather than going
down. This could cause confusion for
visually impaired customers.
No seat is installed in the refuge area In most scenarios’ evacuation is via fire fighter lifts & refuge  Disability
at the fire lift. In case of a wait for areas. Staff put evacuees in the lift and send to the ground floor,
evacuation there is no rest point where they are met by staff.
available for mobility impaired
customers. If a fire lift is unavailable evacuees can be put on a train or can
use the escalators, staff are trained in multiple evacuation
options.

Station staff will assess the safest route of evacuation from the

81
Impact Mitigation Protected
Characteristics Affected
following:
 Evacuation via train to the next safe station
 Evacuation in lifts or via the escalators
 Customers can be directed to a place of safety - eg a
refuge area
 Station staff will sweep platforms for any other customers
needing assistance
 If no other option is deemed safe customers can be
evacuated by the emergency services

Seating cannot be installed here as it would impede safe

customer flow.

TfL will monitor customer feedback regarding seating.

The incline lift doors take some time to Incline lifts require longer to dock and may jolt as they contain  Age
open. Customers may be concerned more moving parts than vertical lifts. Signage has been installed  Disability
the lift has failed. in the incline lift to reassure customers that the longer docking  Pregnancy and Maternity
time is normal.  Sex
The handrail in the incline lift is black All lifts are compliant with BS8300 and the DfT Design  Disability
and does not have a strong contrast Standards for Accessible Railway Stations. The handrails
against the grey lift background. It may contrast sufficiently with the surrounding environment.
be difficult for visually impaired
customers to locate the handrail. Station staff are on hand from first to last train to provide
assistance if needed.

TfL will monitor customer feedback regarding handrail contrast.

Stations – Paddington Mitigation Protected Characteristics Affected
The Eastbourne Terrace lift to the The lifts are clearly signposted to make customers aware which  Disability
ticket hall has three levels. Depending side the doors will open, and staff will also be on hand to advise
on where the lift is entered or exited and assist customers.
will determine whether it is a through
82
Impact Mitigation Protected
Characteristics Affected
lift. The lift entry / exit is the same side TfL will monitor customer feedback regarding lift access. The
at ticket hall level and the upper level land outside this lift is not within TfL’s control and any changes
onto the street. The mid, terrace level, would require local borough agreement.
to national rail, is in the opposite
direction. If a customer goes from
ticket hall to street level then they may
need to reverse into pedestrian traffic,
on the pavement but without any
mirror to allow them to see behind
them. The entry / exit at street level
has no recessed area for those waiting
for or exiting the lift. This could make
the manoeuvre difficult and possibly
dangerous, as any wheelchair user will
need to exit without any clear view of
approaching pedestrians.
The external lift may be difficult to see Signage has been installed outside the lift. TfL will monitor  All Groups
as it is perpendicular to pedestrian customer feedback and review if additional signage is required.
movement at street level.
The totems, near the ticket hall exit, Overhanging signs cannot be added due to the height of the  Disability
are in brightly lit areas and provide ceiling. Text size on the totems has been increased, to improve
information to customers, however, visibility.
there are no over-hanging signs above
the gateline, as per other LU stations, Station staff are on hand from first to last train to provide
which may cause some confusion as assistance and reassurance.
the totem, close to the gateline, has
small lettering.
It may not be possible for someone Station staff are on hand from first to last train to provide  Disability
with a visual impairment to get close assistance and reassurance. Customers can ask a member of
enough to the Customer Information staff for information in the ticket hall.
Screens in the ticket hall to see the

83
Impact Mitigation Protected
Characteristics Affected
information due to their position above Information about next train departures and service status is
the ticket machines. also available to customers online on their own devices.

The text sizes on all screens are compliant with the TfL
minimum point size for customer information provision (12 point
minimum text size).

TfL will monitor customer feedback regarding the visibility of

Customer Information Screens.
The point lighting on the platform TfL will monitor customer feedback regarding visibility of  Disability
causes some glare, making the signage.
signage harder to look at, and the
reflections create a bright area
immediately under the escalators
drawing attention.
Stations – Tottenham Court Road Mitigation Protected Characteristics Affected
Lift J looks like a dual entry lift as it has Signage has been installed at this lift to make it clear which side  Disability
two sets of doors and no mirror. of the lift the doors open on.
However, it only provides dual entry to
back of house areas, customers will
need to use the same door to enter
and exit.
It may not be possible for someone Station staff are on hand from first to last train to provide  Disability
with a visual impairment to get close assistance and reassurance. Customers can ask a member of
enough to see the information on the staff for information in the ticket hall.
Customer Information Screens in the
Dean St ticket hall due to their position Information about next train departures and service status is
above the ticket machines. also available to customers online on their own devices.

The text sizes on all screens are compliant with the TfL
minimum point size for customer information provision (12 point

84
Impact Mitigation Protected
Characteristics Affected
minimum text size).

TfL will monitor customer feedback regarding the visibility of

Customer Information Screens.
No signage is present at the base of Signage is not provided to platform A in order to safely manage  Age
Dean St escalator to direct customers crowd flow.  Disability
to platform A (eastbound) behind
them. Following the signage provided TfL will monitor customer feedback regarding signage.
directs customers to a longer route
which may not be suitable for mobility
impaired customers.
Stations – Whitechapel Mitigation Protected Characteristics Affected
One wheelchair accessible toilet has TfL will monitor customer feedback regarding toilet accessibility  Age
been provided on the concourse for and will investigate the feasibility of improving the door  Disability
public use. The door to this currently provision.
swings out into the concourse, thereby
compromising the privacy of the
individual.
The customer toilet at Whitechapel TfL will rectify these items.  Age
may benefit from improvements in  Disability
order to enable disabled customers to
use the toilet comfortably:
 The flush mechanism is positioned
behind the toilet above a shelf.
This is not accessible for
customers with limited reach. The
flush mechanism should be
relocated to the side of the toilet
 The soap dispenser and paper
towel dispenser should be
swapped so they are easier to use

85
Impact Mitigation Protected
Characteristics Affected
 The bin is foot pedal controlled so
should be replaced with a bin with
a sensor or drop opening
mechanism
The wheelchair accessible toilet door This door was installed with a fire closer, which was removed as  Age
is heavy which may make it difficult for a fire closer is not required at this location.  Disability
some customers to open.
No seat is provided in the refuge area In most scenarios’ evacuation is via fire fighter lifts & refuge  Disability
at the fire lift. In case of a wait for areas. Staff put evacuees in the lift and send to the ground floor,
evacuation there is no rest point where they are met by staff.
available for mobility impaired
customers. If a fire lift is unavailable evacuees can be put on a train or can
use the escalators, staff are trained in multiple evacuation
options.

Station staff will assess the safest route of evacuation from the
following:
 Evacuation via train to the next safe station
 Evacuation in lifts or via the escalators
 Customers can be directed to a place of safety - eg a
refuge area
 Station staff will sweep platforms for any other customers
needing assistance
 If no other option is deemed safe customers can be
evacuated by the emergency services

Seating cannot be installed here as it would impede safe

customer flow.

TfL will monitor customer feedback regarding seating.

Perpendicular signage is not provided A totem is installed outside the station which features a roundel  Age

86
Impact Mitigation Protected
Characteristics Affected
outside the station which may make it at the top to identify the station.  Disability
hard to find for some customers.
On exit from the lift to the Elizabeth A line diagram has been installed opposite the lift lobby so is  Age
line, it is not immediately obvious this visible when customers arrive in this area to provide  Disability
is a customer facing area, which may reassurance.  Pregnancy and Maternity
result in customer confusion.  Sex
At the entrance to the Elizabeth line TfL has installed additional signage to assist with customer  All Groups
lifts and the London Overground wayfinding at this location.
Southbound platform, the signage may
not be clear enough to alert customers
to the turn from the main corridor.
Stations – Woolwich Mitigation Protected Characteristics Affected
The CIS screens installed at Woolwich Work is being undertaken by RfL and MTREL to enhance the  Disability
are not in an optimal position for provision of information screens in the station by installing new
customers to see as they are above screens to the right-hand side of the gateline for the benefit of
the ticket machines. both customers and staff.
There are two Wide Aisle Gates but There is a Wide Aisle Gate at each end of the gateline - these  Disability
only one sign to indicate where the lift are configurable for peak flows and Wide Aisle Gates are able to  Pregnancy and Maternity
and entrance to the Elizabeth Line is. be operated on a first come first served basis if needed. All other  Sex
Customers may gravitate towards the gates are reversible to assist with flows. These flows will be
sign by crossing the flow of determined by and reviewed by MTR in light of actual customer
passengers. behaviours.
Stations – Heathrow Mitigation Protected Characteristics Affected
Signage at the Heathrow Elizabeth line Additional signage has been installed by TfL to direct customers  All Groups
stations may cause confusion, as LU to the Elizabeth line and LU platforms.
and Heathrow Express services are Station staff are on hand from first to last train to provide
also available here. assistance and reassurance.

87
6. Monitoring
The Elizabeth line Benefits Management Plan outlines the steps which will be taken to verify that
the planned benefits of the line have been realised. 2 To understand the Elizabeth line’s success in
realising its expected benefits, a series of monitoring and reporting activities are planned. These
are designed to provide data to understand the railway’s performance against expectations.
Monitoring will consist of the collection, collation, and analysis of data, including carrying out a
number of surveys. These will be undertaken by a third party external to TfL.

The Elizabeth line Benefits Forum is a group comprising key internal stakeholders who will
convene on a regular basis to share and assess the data gathered throughout the monitoring
process. The Forum will recommend escalation of matters of concern and recommend actions to
optimise benefits realisation. A sub-group will be established to focus on accessibility and
inclusion monitoring of the line, with the same remit as the core Benefits Forum. This group will
monitor impacts on all protected characteristic groups.

The Elizabeth line Sponsor team will engage with any relevant stakeholders to ensure that the
outcomes of the assessment of the overall impacts of the project reach those audiences who will
find it useful. These audiences will include central government, the Greater London Authority
(GLA), and other local authorities. Reports will be published as part of the monitoring strategy;
these will be available on the TfL website.

Monitoring of the impacts on protected characteristic groups will be undertaken by:

 Specific groups, such as charities or representative groups, being surveyed by a third party
outside TfL
 Outreach and engagement carried out by the TfL Stakeholder Engagement team
 TfL Customer Experience team observing customer behaviour in stations to identify any
potential issues
 Monitoring of customer feedback and enquiries, and social media engagement
 Capturing operational staff feedback and enquiries

Customer feedback received by the TfL contact centre is sent to the relevant team to be
addressed. Themes identified to date include staff, communication, ticketing, signage, rolling
stock, and the platform train interface. MTR have visibility of this feedback, ensure all complaints
are investigated, and take action to rectify issues where possible.
Customer feedback surveys undertaken by TfL in 2022 have shown that overall customer
sentiment towards the Elizabeth line is positive. TfL will continue to monitor feedback as part of the
benefits management workstream.

Lessons learnt
The Elizabeth line Sponsor team will undertake a lessons learnt exercise with a view to
documenting any learnings and making them available for future major projects.

Given the long timescales over which Crossrail has been delivered and the staged opening of the
Elizabeth line, best practices in benefits management have developed significantly since the start
of the project. Additionally, there has been a significant turnover in staff working on the project,
and it will be difficult to gain an overview of lessons from the project as a whole.

2
TfL, Elizabeth line Benefits Framework
88
7. References
1. Crossrail. Equality Impact Assessment Reports. Crossrail. [Online] January 2008. [Cited: 15
February 2022.] [Link]
reports.
2. Greater London Authority. Mayor's Transport Strategy 2018. [Online] 2018. [Cited: 16
February 2022.] [Link]
transport-strategy-2018.
3. Office for National Statistics. Regional labour market dataset (population projections). Office
for National Statistics. [Online] 22 January 2022. [Cited: 15 February 2022.]
[Link]
populationprojections/datasets/localauthoritiesinenglandz1.
4. Office for National Statistics . 2011 Census: Key Statistics for Local Authorities in England
and Wales. Office for National Statistics. [Online] 11 December 2012. [Cited: 17 February 2022.]
[Link]
populationestimates/datasets/2011censuskeystatisticsforlocalauthoritiesinenglandandwales.
5. Transport for London. Diversity and inclusion publications - Understanding London's travel
needs. Transport for London. [Online] 2019. [Cited: 15 February 2022.]
[Link]
6. Office for National Statistics. Integrated Household Survey. Office for National Statistics.
[Online] 3 February 2016. [Cited: 15 February 2022.]
[Link]
integratedhouseholdsurvey/2015-10-01.
7. Office for National Statistics . Births in England and Wales: summary tables. Office for
National Statistics. [Online] 21 October 2021. [Cited: 15 February 2022.]
[Link]
datasets/birthsummarytables.
8. Office for National Statistics. Regional labour market dataset (unemployment rate). Office for
National Statistics. [Online] 18 January 2022. [Cited: 15 February 2022.]
[Link]
s/datasets/locallabourmarketindicatorsforcountieslocalandunitaryauthoritiesli01.
9. Ministry of Housing, Communities & Local Government. English indices of deprivation
2019. [Online] 26 September 2019. [Cited: 15 February 2022.]
[Link]
10. Crossrail. Organising the Crossrail Consultation Programme. Crossrail Learning Legacy.
[Online] 13 March 2018. [Cited: 15 February 2022.]
[Link]
11. Crossrail . Environmental Minimum Requirements (Including Crossrail Construction Code).
Crossrail. [Online] 2008. [Cited: 11 April 2022.] [Link]
2008/environmental-minimum-requirements-including-crossrail-construction-code.
12. Crossrail . Implementing Project Community Relations. Crossrail Learning Legacy. [Online] 21
December 2021. [Link]
community-relations/.
13. Crossrail . Sustainability Reports. Crossrail Learning Legacy. [Online] 17 July 2018.
[Link]
14. Metropolitan Police. Walk & Talks. Metropolitan Police. [Online] 2022. [Cited: 12 April 2022.]
[Link]
talks/.
15. Network Rail. Rough Sleeping on Rail Charter. Network Rail. [Online] 7 October 2020. [Cited:
12 April 2022.] [Link]
street-homelessness-with-new-rough-sleeping-on-rail-charter/.

89
Appendix 1 – Elizabeth line toilet provision
Station Location Wheelchair Non wheelchair Notes
accessible toilet accessible toilet
Abbey Wood Ticket hall Yes (Radar key Yes Separate baby
required) change facilities
available, staff
access required
Bond Street N/A N/A N/A Toilet provision
in adjacent
building
Canary Wharf N/A N/A N/A Toilets available
within the
adjacent
Crossrail Place
shopping centre
Custom House Ticket hall Yes N/A Baby change
facilities
available in
wheelchair
accessible toilet
Farringdon Platform 4 Yes (Radar key Yes Separate baby
(northbound required) change facilities
Thameslink) available

Toilets managed
by Govia
Thameslink
Railway

Non wheelchair
accessible
toilets will be
available
between 07:00 -
21:00. The
wheelchair
accessible toilet
will be available
to Radar key
holders at all
times
Liverpool Mainline station Yes (Radar key Yes Baby change
Street concourse near required) facilities
platform 11 / available
wheelchair
accessible toilet Toilets managed
near platform 10, by Network Rail
non-paid side
Toilets are open
24 hours

90
Station Location Wheelchair Non wheelchair Notes
accessible toilet accessible toilet
Paddington Mainline station Yes (Radar key Yes Baby change
concourse near required) facilities
platform 12 / available
wheelchair
accessible toilets Toilets managed
platforms 1 & 12, by Network Rail
non-paid side
Toilets are open
24 hours
Tottenham Ticket hall, non- Yes (Radar key N/A N/A
Court Road paid side of the required)
gateline
Whitechapel Ticket hall Yes (Radar key N/A N/A
required)
Woolwich N/A N/A N/A Toilets available
in Bedford
Square
Platforms 3,4 & 5 Yes Toilets managed
Shenfield Yes (Radar key by Greater
required) Anglia
Platforms 3 & 4 Baby change
Brentwood Yes (Radar key facilities
required) Yes available
Platform 3 Yes (Radar key N/A
Harold Wood
required) Yes
Platforms 3 & 4 Yes (Radar key N/A
Gidea Park
required) Yes
Platform 4 Yes (Radar key N/A
Romford
required) Yes
Chadwell Ticket hall, non- Yes (Radar key N/A N/A
Heath paid side required)
Ticket hall, non- Yes (Radar key N/A N/A
Goodmayes
paid side required)
Footbridge Yes (Radar key N/A N/A
Seven Kings
required)
Platform 3 N/A An accessible
toilet will be
Ilford
delivered later in
Yes 2022
Ticket hall, non- Yes (Radar key N/A N/A
Manor Park
paid side required)
Ticket hall, non- Yes (Radar key N/A N/A
Forest Gate
paid side required)
Yes (Radar key N/A N/A
Maryland
required)
Stratford Concourse A / Yes (Radar key Yes Baby change
Concourse A & B required) facilities
(wheelchair available
accessible toilet)

91
Station Location Wheelchair Non wheelchair Notes
accessible toilet accessible toilet
Toilets managed
by London
Underground
Acton Main Ticket hall Yes (Radar key N/A N/A
Line required)
Platform 4 Yes (Radar key Yes Baby change
required) facilities
available
Ealing
Broadway Changing
Places toilet
opened October
2022
Within station Yes (Radar key N/A N/A
West Ealing
building required)
Hanwell Platform 3 Yes N/A N/A
Within station Yes (Radar key Yes Baby change
Southall building required) facilities
available
Hayes and Platform 4 & 5 Yes (Radar key Yes N/A
Harlington required)
Airport terminal, Yes Yes Baby change
non-paid side facilities
available
Heathrow T2 &
3
Toilets managed
by Heathrow
Airport Ltd
Station Yes Yes Toilets managed
Heathrow T5 concourse, non- by Heathrow
paid side Airport Ltd
Airport terminal, Yes Yes Baby change
non-paid side facilities
available
Heathrow T4
Toilets managed
by Heathrow
Airport Ltd
Platform 4 Yes (Radar key Yes N/A
West Drayton
required)
Within the station N/A N/A
Iver
building Yes
Within the station Yes Yes Baby change
Langley building, non-paid facilities
side available
Slough Platform 1 and Yes (Radar key Yes Baby change
platform 5 required) facilities
available

92
Station Location Wheelchair Non wheelchair Notes
accessible toilet accessible toilet
Toilets managed
by Great
Western Railway
Yes Baby change
Burnham Yes (Radar key facilities
Platform 2 required) available
Taplow Platform 4 Yes Yes N/A
Yes (Radar key Yes Baby change
required) facilities
available
Maidenhead
Toilets managed
by Great
Platform 4 Western Railway
Yes Yes Toilets managed
by Great
Western Railway
Twyford
Toilets are open
during staffed
Platform 4 hours
Platforms 1-3, 8 Yes (Radar key Yes Baby change
& 9, 10 & 11, 12 required) facilities
& 13, 14 & 15 available
and concourse.
Wheelchair Toilets managed
Reading
accessible toilets by Network Rail
on platforms 14 &
15, 12 & 13, 10 &
11, 8 & 9 and
concourse

93