Greater Anglia staff gain confidence supporting blind and partially sighted passengers through Essex SLC partnership
Greater Anglia staff are gaining new skills and confidence in supporting blind and partially sighted (BPS) passengers thanks to a partnership with Essex Sight Loss Council (SLC). The programme has already reached 174 conductors and 30 platform staff, with noticeable improvements in staff confidence and accessibility support across the network.
Since the training began, mystery shop scores on accessibility have reached 100% in all but one assessment, reflecting the positive impact of the sessions on staff awareness and passenger support.
Adrian Brown, Conductor Training and Standards Manager for Greater Anglia, said:
“Our vision is to ‘give people greater journeys’. When the offer came from TPT to deliver these sessions, we felt it was an opportunity we couldn’t pass up.”
From left to right: Samantha Leftwich, Engagement Manager for East England, Adrian, and Lee, Essex SLC member
Building confidence through lived experience
Volunteers from Essex SLC work alongside Greater Anglia to deliver a series of tailored vision awareness sessions for staff. The workshops are practical and interactive, combining guidance techniques with first-hand stories from people with lived experience of sight loss.
This approach helps staff develop practical skills while building confidence in how they communicate with passengers.
Adrian explains:
“Staff needed confidence. We wanted them to step forward without hesitation, use the right language, and feel comfortable assisting passengers. It’s one thing to read a manual, but another to really understand the experience of visually impaired people.”
The sessions allow staff to practise key skills such as sighted guidance, assisting passengers on stairs, navigating doors, and helping people find seats safely.
For many participants, the opportunity to hear directly from volunteers is the most valuable part of the training.
Adrian adds:
“There’s no substitute for the real thing. Listening to personal experiences and literally seeing the world through their eyes brings the whole session to life. Staff ask questions they’re often afraid to ask elsewhere.”
Harry, Essex SLC member, being guided on the stairs
Positive feedback from staff
Feedback from staff who have attended the sessions has been overwhelmingly positive.
Adrian has also noticed a shift in confidence among staff who have taken part:
“With staff who attended, we’ve seen a more confident attitude and willingness to step forward.”
That confidence is reflected in staff feedback. One attendee said the training provided a “better understanding of what people with sight loss have to deal with,” while another highlighted the value of learning “how to assist with stairs, going through doors and finding chairs.”
For others, the biggest shift has been in communication and confidence:
- “It was very informative and useful – it boosted my confidence.”
- “The importance of talking, being relaxed and confident.”
- “To always ask more questions on how I can help the most.”
Alex, an Essex SLC volunteer who helps deliver the sessions, has also noticed the difference:
“I have enjoyed building relationships with the staff at Greater Anglia and I can see a marked difference in my passenger assistance experience with them.”
Kat, Greater Anglia staff member, reading a travel leaflet in sim-specs
Understanding the need
The programme was introduced after recognising that many staff had limited experience supporting blind and partially sighted passengers. While guidance existed, staff wanted practical advice and the confidence to put it into action.
Working with Essex SLC volunteers ensured the training was shaped by people with lived experience, making the sessions more realistic, practical and engaging.
Lessons learned and looking ahead
Both volunteers and staff have benefited from the partnership. Volunteers enjoy seeing their advice put into practice, while staff value the hands-on learning and opportunity to ask questions in a supportive environment.
Alex said:
“It’s been rewarding to see staff put what they learn into action, and the sessions are fun and engaging too.”
The programme will continue into 2026 as Greater Anglia aims to reach more staff across the network.
Adrian said:
“Only around 60% of our conductor team have attended so far. With the success of the sessions and the volunteers’ willingness to keep going, we’re keen to continue training new staff and station teams next year.”
Amy Askew, Engagement Manager for East England, added:
“Essex SLC’s partnership with Greater Anglia is one of our proudest achievements. We are grateful for their openness to our message and for their commitment to raising awareness and building staff confidence in supporting blind and partially sighted passengers. As regular users of Greater Anglia railways, we know that this work is having a real positive impact on people’s experience.”
Essex SLC looks forward to continuing its role in shaping the programme so blind and partially sighted passengers receive confident, consistent and inclusive support across the network.
Two Greater Anglia staff members reading
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Publication date: 13 March 2026