We have taken a number of steps to improve security at our stations and on our trains. We work with other partners, especially the police and local authorities, to improve, security on station approaches.
The main security measures are:
- Installation of a modern CCTV system at a cost of £8.2m. Pictures are monitored by staff in six camera rooms and digitally recorded images are kept for 28 days. We are spending £0.25m extending digital CCTV to our trains
- Travel Support Officers working on the system every evening until the end of service
- 'Alcohol exclusion zones' in all our stations and trains to reduce alcohol-related disorder on and around Metro
- A telephone/text number (0191 203 3666) so that passengers can report any problems that occur during their journeys
- Working with our Crime and Disorder Reduction Partners and police to reduce crime and to deal more effectively with the persistent offenders on Metro, we will strive to continue these improvements
Metro safety guidelines
All Metro stations are monitored 24 hours a day by digital CCTV cameras. Over 550 cameras cover the entire Metro network, including platforms, station approaches, subways and car parks.
For your own safety and comfort please be aware of the following personal safety guidance:
- Know where CCTV cameras are on stations and wait in those areas
- Travel in the front part of trains (nearer to the driver)
- Keep purse/wallet, mobile phone and other valuable out of sight
- Do not leave your luggage unattended
- Use well lit walking routes to and from stations
Parents and carers advice
Make sure your child:
- Knows the safest route to and from the Metro station
- Contacts a member of staff or uses the Help Point at the station if they ever feel unsafe
- Stands in view of the CCTV cameras if they feel unsafe
- Understands that if they misbehave, cause a nuisance or safety risk for others, Police may be called.
Advice for children
Key safety messages to children are:
- Never go on the track, even as a shortcut home
- Metro tracks carry 1,500 volts of electricity in the wires you can see above the trains. That's enough electricity to kill a huge elephant, so imagine what it could do to you. And don't think you're safe because you're not touching the track or overhead wires, because electricity can jump up to 1-2 metres!
- Never play near the Metro
- Metro trains travel up 50mph, so there's no time to get out of the way if you're messing about on the track and don't notice a Metro coming. A train needs to start breaking about 150 metres before it comes to a stop, which is the length of one-and-a-half football pitches! So if the driver sees you playing on the tracks they won't be able to stop the train in time to avoid hitting you. Metro trains are almost silent when travelling which means you probably wouldn't even hear one coming ... and then it would be too late!
- Always stand behind the yellow line on the platform. Not all Metro's stop at all stations.
- Be sensible
The only way to stay safe around the Metro tracks and overhead wires is to avoid them in the first place and find somewhere else to play. You must keep yourself safe by following the safety messages and always pass on what you have learned to your friends...especially if they tell you they're thinking of doing something stupid near a Metro line.
School liaison
Nexus employs a Schools and Community Liaison Officer who works closely with teachers and young people on public transport related topics. To receive a school visit or to find out more information about public transport contact our Schools and Community Liaison Officer: Tel 0191 203 3227
Email: schools.liaison@nexus.org.uk
Or visit our teachingzone website which offers downloadable fact sheets, lessons suggestions and public transport images
Report an incident
To report an incident, call:
- Emergency only (Police, Fire and Ambulance) dial 999
- Police (not an emergency) tel 0191 214 6555
- On a Metro station use the Metro 'Help Point', or speak to a member of staff
- On a Metro train tel/text 0191 203 3666
- Report a concern (doesn't need immediate action) email: contactus@twmetro.co.uk
Accessibility
Metro is committed to making travel easier, especially for people whose mobility is impaired, including those with children or pushchairs.
Metro will welcome elderly and disabled customers, users of standard wheelchairs and powered wheelchairs (up to a maximum width of 700mm and length of 1200mm), and those travelling with small children, shopping or heavy luggage.
Powered mobility scooters may not be used anywhere on Metro stations or platforms, because of their design, difficulty in manoeuvring and unsuitability for use within Metro trains. Lighter scooters may be folded and carried on board trains. This rule has been introduced for the safety of all Metro passengers, following incidents at stations where scooter users have been injured and other passengers placed at risk.
Metro will make available specialised guidance and information to help all groups of disabled customers to plan their journeys. If you need assistance to undertake your journey on Metro you should book this 24hrs in advance by phoning:
- Customer Relations on 0191 203 3199 (open Monday to Friday 9am - 5pm)
- Outside of these times please phone 0191 203 3314.
Station access
All Metro stations are accessible by level access, ramps or lifts.
Station platforms are approximately the same height as train floors. There is however, a gap of up to 121mm (4¾ inches) and a step of up to 48mm (2 inches). This does vary from station to station.
Assistance for persons with restricted mobility
For assistance, you can contact us by:
• Calling or texting 0191 203 3666
• Emailing assistance@twmetro.co.uk
Our commitment to you
• We will provide assistance at any station, as long as we are given at least six working hours’ notice.
• Where assistance is required but has not been booked in advance, we will try to provide assistance.
We strongly recommend booking in advance to ensure you receive assistance.
Lifts
Lifts vary in size but all can accommodate a wheelchair as long as it is no larger than 1.4m (4 feet 7 inches long) and 0.7m (2 feet 3 inches wide). Some of the older stations that were adapted for use by Metro have ramps that are steeper than current standards.
Help Points
All Metro stations have Help Points. These are generally located near ticket machines and also, where appropriate, on platforms. They are clearly marked and can be used to alert Metro staff to emergencies. They can be used for enquiries or to request assistance if, for example, a lift is out of service.
All Help Points also have a facility to book a taxi to collect you from the station. (If using this facility you will have to check that the vehicle that is booked is suitable for your individual needs. Nexus cannot be held responsible if accessible vehicles are not available).
Toilets
Only Heworth, Gateshead, South Gosforth, Four Lane Ends and Whitley Bay stations have toilet facilities. All include an accessible toilet with a National Key Scheme (RADAR) lock. There are toilet facilities in the vicinity of a number of other Metro stations.
This information is also available in the Metro Access Guide at the bottom of this page. Or for a printed booklet tel 0191 203 3333 or email access@nexus.org.uk.
Announcements
Many Metro stations have automated departure announcements giving the destination of the next due train. Drivers also announce key stations and interchange points on board trains.
Metro REACT Talking Signs
The REACT talking sign units were developed by the Royal National Institute for the Blind (RNIB) in partnership with the manufacturer SFX.
The RNIB REACT Talking signs are aimed at helping visually impaired people to find their way around independently. The RNIB REACT units, which can be fixed to a lamp post, wall or ceiling, announce a pre-recorded message when triggered by the proximity of an electronic fob which users can carry.
This fob may be carried in the user’s hand, pocket or bag. When switched on, it automatically sets off messages as the user approaches speaker units along their route. Using the trigger fob, they can also get more detailed messages.
The message confirms the location to the user and gives sufficient orientation and directional information to allow the user to proceed with confidence in the surroundings. The pre-recorded message could be to tell where they are, it could be to give further orientation information, real time information or other useful information such as where to board a train, exist locations, where the lift or travelshop is located…etc.
Nexus worked jointly in a partnership that involved installing RNIB REACT Talking signs at Monument and Haymarket as part of a wider city centre system using a number of strategically placed speaker units. When a blind or partially sighted person carrying a trigger fob is within a close range of a speaker unit, it activates the preloaded message.
For more information on the RNIB REACT talking signs in Newcastle City Centre coverage please follows the link below.
http://www.newcastle.gov.uk/core.nsf/a/rnibreact
Monument Metro RNIB REACT units
Within Monument Metro station there are 15 RNIB REACT units located in different key areas to orientate users.
Haymarket Metro RNIB REACT units
Within Haymarket Metro station there are six RNIB REACT units.
Where can I get a fob?
Any user can benefit from the REACT units by borrowing a fob.
Fobs will be available for daily hire, please note that although fobs are free to hire, a refundable deposit of £20 will be required at the following locations:
Central Arcade Tourist Information Centre
E-mail: tourist.info@newcastle.gov.uk
Phone: 0191 2778000
Newcastle Shopmobility, Eldon Garden Shopping Centre
E-mail: Shopmobility@newcastle.gov.uk
Phone: 0191 2616176
Civic Centre Customer Service desk
Phone: 0191 2328520
Nexus Travel Shop at Monument located at ticketing concourse area.
Nexus Travel Shop at Central Station located at ticketing concourse area.
Nexus Travel Shop at Haymarket located at ticketing concourse area.
Fobs may also be available to hire on a longer basis. For more information please contact one of the following:
Newcastle Council’s Sensory Support Team
Phone: 0191 2788100
Guide Dogs
E-mail: Tyneside@guidedogs.org.uk
Phone: 0845 3727423
Newcastle Disability Forum
E-mail: enquiries@ndf.org.uk
Phone: 0191 285 4556
Newcastle Society for Blind People
E-mail: info@nsbp.co.uk
Phone: 0191 2327292
How to buy a fob
Fobs which will trigger any REACT sign can also be purchased directly from RNIB. Fobs cost around £25.00 plus VAT. Please contact the Business Development Team on 01733 375345 or e-mail: busdev@rnib.org.uk
There are RNIB REACT systems at many locations in the UK including South Shields, Birmingham, Leeds and some Railway stations in Scotland.
For further information on RNIB REACT Talking sings please contact Equality and Diversity Team
E- mail: equalities@nexus.org.uk
Phone: 0191 203 3426