Investing in you
Keeping you safe
The safety and security of our workforce and customers is our top priority.
Through investment in policing and security, technology and improved reporting services, we’re focused on reducing anti-social behaviour on Metro and at the transport interchanges that we manage.
A visible presence
Police and security
We spend over £1m a year on a dedicated Northumbria Police Metro Unit. They patrol the network and conduct regular operations to deal with anti-social behaviour and fare evasion. We also work closely with the British Transport Police.
Our customers told us they wanted a stronger staff presence on board trains, especially at night. That is why we introduced security officers who travel on trains every afternoon and evening, working alongside Police and our customer service teams.
Caught on camera
Looking out for you
We’ve invested over £4m on over 700 new CCTV cameras across all our Metro stations, providing clear digital images directly into our Control Room.
Each of our new trains has 44 CCTV cameras on board too, which the driver can view at any time. The new trains also have an intercom system where customers can speak to the driver, as well as a brighter, more open layout.
All our front line teams (on Metro, bus and ferry) have body worn cameras. These are an extra tool when dealing directly with incidents of anti-social behaviour. The footage is high quality and can be used as evidence in police investigations.
And behind the scenes, our Control Room team are there to answer any questions which come through our Help Points, which are on every station platform. If something doesn’t look right, tell us.
Action against anti-social behaviour
Report it to sort it
Our messaging service means Metro customers can make reports directly to our Control Room from their phones. By speaking to us on WhatsApp (07345 222 710) customers can discreetly message staff and send relevant images and video footage to support the report, at no extra cost. The number can also receive SMS text messages, if the person making the report doesn’t have WhatsApp on their phone.
Reports can be for any kind of anti-social behaviour, including vaping, vandalism, rowdy or threatening behaviour.
Our team in the Control Centre can take appropriate action, including making announcements on the platforms, informing the train driver or sending security teams to the train or station.
We use the data gathered from this service to help us focus our security efforts on the right things, in the right areas.