Overview

Visited Paddington Railway Station to find that very disappointingly they switch off the two lifts connecting Eastbourne Terrace at street level with the station on Sundays. The lifts do not operate on Sundays when the Elizabeth Line is closed.

Transport & Parking

There are several buses that stop close to the station. The tube also serves the station but not all platforms have step free access.

Access

I approached the station from Eastbourne Terrace and noticing a lift shaft I made for it. When I got there the lift was not in service. There was no information provided about how to access special assistance or where the nearest step free route into the station was. There was a plastic Perspex screen next to the lift and I was unable to call down and attention of the staff to ask for assistance. I continued to the top of the stairs. The staircase had handrails at both sides and in the middle. Again the plastic Perspex screen prevented me from calling down to staff for assistance. It was only because a passenger was there and advised me where the step free route was, that I found out where to go. I had to continue to the end the road, and then retrace my steps walking at the lower level, walking along the pedestrianised slope to the station entrance. Once I reached the entrance the rest of the station was step free. However, the mobility assistance intercom by the lifts was out of order and there was a notice attached with a phone number for special assistance.

Toilets

I went into the special assistance office and used the accessible toilet there. It was clean, spacious and had hand rails. There was no emergency cord but the toilet is opposite the special assistance desk, so someone hear you if you call out for help.

Staff

There were plenty of staff about by the bottom of the lifts, 2 people, and the bottom of the stairs, 3 people. However, due to the Perspex screen I was unable to attract their attention. When I was downstairs by the lifts, I spoke to one of the customer services people. She informed me that the lifts don’t operate on Sundays and that this had already been raised with management. I explained that as customer services staff I was asking her to raise this again on my behalf, she referred me to the TFL website. I also raised it with a member of staff in the special assistance office, who advised me that the lift was run by TFL, and again I asked her to raise it. While staff listened I didn’t feel that either member of staff planned to follow up my concerns.

Anything else you wish to tell us?

This is nothing short than scandalous, to have two accessible lifts which would provide safe and easy step free access to and from the station. and to deliberately choose to switch them off on a Sunday when the Elizabeth Line is not running. Surely the lifts could be set so that on Sundays they travel only between Eastbourne Terrace at street level and Paddington Railway Station. If this is not possible, at the lifts there should be information about how to access special assistance and directions to the nearest step free route. Also as there was 5 members of staff near the stairs and lifts, see photos, surely one could have been based at street level to advise and ideally operate the lifts as required. Transport for All have put so much work in with TFL to make the Elizabeth Line accessible, it’s disappointing that TFL and Network Rail could not work together to ensure easy and safe step free access for disabled people to access the railway station.

Photos