Making rail safe at GTR

At Go-Ahead we are committed to providing a safe and supportive environment for both our customers and colleagues, as they work and travel across our networks.

Our operating company GTR runs the UK’s largest and most complex rail network. Safety is the foundation on which GTR builds this network, with a ‘zero harm’ approach – believing that all safety related accidents and operational incidents are preventable. GTR delivers unique campaigns to ensure both customers and colleagues are aware of potential risks and empowered to make safe choices.

Encouraging safe behaviour in customers

GTR leverages creative media campaigns as an effective way to reach passengers, capturing attention and driving awareness about safe travel behaviours.

Spotlight: Festive safety campaign

The festive season sees an increase in passenger accidents caused by slippery conditions, rushing, and intoxication. To tackle this, GTR’s 2024 campaign shared ‘12 tips of Christmas safety,’ launched strategically on the busiest day for Christmas parties. The initiative featured elves handing out ‘Christmas party survival kits’ at key London stations, alongside a video highlighting safety concerns which gained significant TV, radio, and social media attention.

Key results:

• Campaign reach: 286 million
• 7% year-on-year reduction in customer accidents.

Spotlight: Promoting safety around tracks

In June 2023, GTR launched a Rail Safety Week campaign to address the growing number of passengers risking their lives retrieving dropped items from tracks. Using a playful adaptation of the children’s song “Head, Shoulders, Knees and Toes” – reimagined as “Head, Shoulders, Keys and Phone” – the campaign reinforced the message to keep belongings secure. Featuring children’s voices for impact, the campaign created a memorable “earworm” for passengers.

Key results:

• Campaign reach: 6.5 million
• Winner of the 2024 PRCA Transport Campaign of the Year award.

Safety at work: Looking out for colleagues

It is equally important that colleagues experience a safe and supportive working environment.

Tackling antisocial behaviour

To address a significant rise in antisocial behaviour, GTR launched the Antisocial Behaviour Improvement Plan. The plan introduced practical measures to enhance colleague safety and improve incident handling, including:

• Deployment of over 1,500 body-worn video cameras, ensuring all customer-facing colleagues have access during their shifts.
• A more than 100% increase in Travel Safe Officers, strategically deployed using incident data to reassure staff and passengers.
• Monthly security updates, including success stories of prosecutions and joint operations with the British Transport Police (BTP).
• Guide to personal security supplied to all colleagues, with advice and tips on handling difficult situations which compliments existing training.
• Enhanced training and aftercare processes, with a focus on colleague feedback and support.
• Dedicated school engagement to strengthen relationships with youth groups across the network.
• Improved evidence collection to support prosecutions, including high-quality footage and witness statements.

“Taking care of ourselves and others is at the heart of our Zero Harm ambition. We want all of our colleagues to come to work without fear of violence and we want our passengers to be able to use our network safely.” Samantha Facey Health, Safety & Security Director

Since the plan’s launch, reports of antisocial behaviour have steadily declined, with 60% of reported incidents classified as low-risk.

Promoting colleague wellbeing

In response to findings from the 2024 Safety Culture survey, where 48% of colleagues felt health and wellbeing were not prioritised, GTR introduced the Your Guide to Personal Wellness. Highlights of the campaign included:

• Personalised guides sent to colleagues’ homes, complemented by five hidden golden tickets offering prizes.
• Internal promotions reaching over 5,000 colleagues.
• Sponsorship by Chief Medical Officer Dr Danielle Eaton, demonstrating leadership support for wellness initiatives.

Safeguarding on rail: Accreditation of safety standards 

In October 2024, GTR achieved a 95% score in the Safeguarding on Rail accreditation, an improvement of 3% on the previous year. This accreditation, assessed by the BTP, recognises GTR’s efforts in:

• Robust safeguarding policies, including background checks and community engagement.
• Information and support provided to vulnerable colleagues, customers, and railway users.
• Leadership engagement and collaboration with local BTP teams.

The success of these initiatives is reflected in their impressive reach among both customers and colleagues, as well as a notable reduction in incidents. This progress is underpinned by the 2023 and 2024 Safeguarding on Rail accreditations, reinforcing an unwavering commitment to safety and security.