Transport for Greater Manchester (TfGM) has seen a consistent level of complaints regarding disability access over the past three years, according to data obtained through a Freedom of Information request. The figures show that there were 50 complaints in 2021, 45 in 2022, and 49 in 2023. While these numbers have increased since the pandemic, with 17 complaints in 2019 and 14 in 2020, they highlight an ongoing issue that needs to be addressed.
Rick Burgess, the outreach and development lead for the Greater Manchester Disabled People’s Panel (GMDPP), expressed his thoughts on the matter, stating, “I’m not surprised but I think it’s slightly deceptive. People are accustomed to transport being rubbish, so they don’t bother complaining, and the risk is you’re not seeing the under-the-radar picture. I know it’s a burden, but complaining helps.” This sentiment underscores the importance of speaking up about accessibility issues to drive positive change.
The GMDPP, a collaborative initiative between disabled people’s organizations and Mayor Andy Burnham, aims to ensure that disabled individuals are actively involved in all aspects of running the city region and planning for its future. With data from the 2021 Census indicating that 19.78% of people in Greater Manchester have a disability, it is crucial to address and improve accessibility across the transportation network to cater to the needs of this significant portion of the population.
The complaints data comes at a pivotal time as the Bee Network, a comprehensive transportation initiative, continues its rollout in Greater Manchester. Launched in September 2023, the Bee Network is set to have control over all Greater Manchester buses by January 2025. The new electric buses feature two wheelchair spaces, hearing induction loops, audio and visual announcement systems, and anti-slip flooring. Additionally, all Metrolink trams already offer step-free access and audio-visual announcements, enhancing the overall accessibility of public transportation in the region.
While there have been improvements in accessibility on the Bee Network, Burgess emphasized that the challenges extend beyond just physical infrastructure. Navigating the complaints systems of multiple operators, including Network Rail, Northern, and TfGM, can be daunting for disabled passengers who may encounter barriers across buses, trams, and trains during their journeys. Burgess noted, “The reality is we all take a deep breath and prepare for whatever today’s unusual challenges are, and plan our lives around barriers.” This highlights the need for a more streamlined and integrated approach to address accessibility issues across different modes of transport.
Fran Wilkinson, the customer and growth director at TfGM, acknowledged the progress made in enhancing accessibility on the Metrolink and emphasized ongoing efforts to improve accessibility across bus and train networks, as well as walking, wheeling, and cycling routes. TfGM collaborates with the Disability Design Reference Group, where disabled individuals provide valuable insights based on their lived experiences to inform decision-making processes. Wilkinson stated, “We treat every complaint about accessibility as an opportunity to learn about what we can be doing better,” underscoring the commitment to continuous improvement in making transportation more inclusive for all passengers.
The Bee Network is set to introduce a single point of contact for bus, tram, and rail services by 2028, simplifying the process for passengers to raise accessibility concerns and feedback. Additionally, TfGM has secured funding to enhance accessibility at seven train stations in Greater Manchester through the Department for Transport’s Access for All funding scheme, with improvements scheduled to be delivered between 2025-26. This funding, along with initiatives like the Greater Manchester Combined Authority’s support for improvements at stations like Irlam and Daisy Hill, demonstrates a concerted effort to make public transport more accessible for everyone.
However, despite these initiatives, TfGM highlighted that 41 out of Greater Manchester’s 96 train stations still lack step-free access. This gap in accessibility poses challenges for disabled passengers like Nathaniel Yates, an accessibility campaigner with cerebral palsy, who has experienced firsthand the limitations of inaccessible train stations. Yates shared his experience of falling on the steps of Reddish North station in 2013 and his subsequent campaign to make the station fully accessible, which was ultimately successful in 2021 with the support of local authorities. He emphasized, “If people aren’t using the trains [due to inaccessibility], they won’t complain about them. People are going to be put off if they’ve had bad experiences,” highlighting the importance of addressing accessibility issues to encourage greater usage of public transport.
Yates also expressed concerns about the timeline for achieving full accessibility at all train stations in Greater Manchester, noting that he has been told it could take until 2070 to complete this goal. This prolonged timeline underscores the need for accelerated efforts and increased investment in making public transport more inclusive and accessible for everyone. Similar challenges exist in other regions, with Transport for London reporting that just 55% of London Overground stations have step-free access, while Transport for West Midlands categorizes stations based on their degree of step-free access, with only 39% falling into category A, indicating full step-free access to all platforms.
Emma Vogelmann, the head of policy, public affairs, and campaigns at disability charity Transport for All, highlighted the impact of accessibility barriers on disabled individuals, noting that they make 38% fewer journeys due to these challenges. Vogelmann stated, “It’s exhausting and time-consuming to complain every time there’s a problem – from broken lifts, to closed ticket offices, and unreadable timetables – it’s unacceptable,” underscoring the importance of addressing these issues to create a more inclusive and accessible transportation system. Transport for All has outlined six steps to improve transport for disabled people and expressed willingness to collaborate with TfGM to drive positive change in this area.
In conclusion, the data on disability access complaints to TfGM over the past three years highlights the ongoing challenges faced by disabled passengers in accessing public transport. While progress has been made in improving accessibility on the Bee Network and enhancing infrastructure at certain train stations, there is still a long way to go to achieve full accessibility across all modes of transport in Greater Manchester. By listening to the feedback from disabled passengers, collaborating with advocacy groups, and prioritizing inclusivity in transportation planning, TfGM can work towards creating a more accessible and inclusive public transport network for all residents of the region.