Passenger and staff assaults
No staff and passengers on trains or people in stations should have to face assault and abuse
Statistics from 2018 show that around 94% of frontline staff have experienced workplace abuse and work-related violence. This continues to be a key concern. Alongside trespass, it is another area that increased during the Covid-19 pandemic (on a per passenger journey basis). It has remained high. In 2023/24, there were 177 lost time incidents resulting from staff members being assaulted. This is consistent with the previous year (see figure 12). In total 2,793 members of the workforce were injured or recorded shock/trauma due to assault and abuse in 2023/24.
RSSB are supporting the industry to address work related violence more effectively. In addition to guidance developed in collaboration with the Rail Delivery Group (RDG), RSSB’s safety briefing video, RED 68, explores the measures the industry is taking to tackle work related violence.
The Work Related Violence Group (WRVG) is currently developing a public facing campaign on work-related violence. RSSB have also published a case study from Keolis Amey Docklands. It covers their strategic approach to managing violence and assaults. The case study has recently been updated. It details the approach that was taken, the impact of the work, and lessons learnt. The RDG has commissioned further research from Cambridge University. Their goal is to explore harm spot policing. They will also undertake a longitudinal survey and staff focus groups.
Over the past three years, CIRAS has received 15 reports that highlight the risk from staff assaults.
In one report, a concern was raised that a public right of way through a station was adding to daily incidents of verbal and physical assaults to gateline staff from members of public.
The company were able to take action including:
adding personal attack alarm and body-worn cameras to a checklist to ensure all staff are wearing them during their shifts
arranging conflict management training for all staff who hadn’t attended it
reminding staff to log all incidents of anti-social behaviour so this can be shared with the BTP
working with stakeholders to discuss the potential long term changes to entrance in the context of future station development proposals.
