Gipsy Hill railway station has been transformed as part of a trial to create a new standard for stations across the UK, as reported by our sister title London Now.
Customer satisfaction at the south London station has risen to 90% following the overhaul, making it the second of three locations testing Govia Thameslink Railway’s ‘Model Stations’ concept.
The scheme aims to create a more welcoming, consistent and user-friendly station environment through improvements to lighting, customer service, accessibility and community engagement, London Now reports, where further details of the project can be read.
Stations at the heart of communities
Louis Rambaud, chief customer officer at GTR, said: "We want to create a blueprint for stations across the country, one that creates environments that passengers find welcoming, clean and comfortable, safe, secure, digitised, accessible and inclusive with 'model staff' serving their communities and customers.
"We can’t transform the UK’s entire network of stations in one go but creating a clear outline of expected outcomes will ensure that future investment is spent wisely and efficiently, delivering the best outcome for taxpayers and passengers alike.
"Key to the success of the model stations concept is the people who both use and work at our stations.
"We’ve built on our already strong partnership with the Friends of Gipsy Hill, who are essential partners in both helping us understand the needs of passengers and also helping us keep the station garden blooming.
"This is not just about monetary investment.
"Significant improvements can be made right away at low cost simply by looking at stations through the eyes of our customers.
"For example, working with community groups like the Friends of Gipsy Hill makes a huge difference and really helps root stations within their communities through a range of locally led customer focused initiatives."
Gipsy Hill was selected as a pilot site due to its varied passenger needs and partial step-free access.
The first station to pilot the scheme was Enfield Chase in north London, with Elstree & Borehamwood next in line and other stations to follow in the future.
A community celebration
To mark the completion of the project, a celebration event was held in the station garden on Friday, July 3.
The garden is maintained by the Friends of Gipsy Hill and the event was attended by Dulwich and West Norwood MP Helen Hayes, Mayor of Lambeth Paul Valentine, DFTO CEO Alex Hynes, members of the local community, and those involved in the upgrade.
Helen Hayes MP cut the ribbon to the refreshed station during the event.
Andy Scholes, treasurer of the Friends of Gipsy Hill, said: "By working collaboratively with GTR, the council, our local MP Helen Hayes and our brilliant members, we’ve been able to really build upon Gipsy Hill’s local identity right here at the station.
"Our organisation is rooted in the station’s history and we’re pleased to be celebrating its 170th birthday this year.
"Neither us nor the railway could do what we do without each other and we’re very excited for the future here."
Elevating the passenger experience
The Model Stations concept focuses on decluttering, improving customer-facing areas, and dividing the booking hall into clear zones for planning journeys, buying tickets, and travelling.
Staff have also undergone GTR’s new 'Great Journey Makers' customer service training.
Mr Rambaud said that the upgraded stations serve as examples for GTR managers and teams to learn from.
He said: "We have brilliant teams at each of our three pilot stations who have been through our new Great Journey Makers training programme, and we want to promote their amazing attitudes.
"We’ll be inviting our managers to visit these completed locations, to take pictures, and consider how they can bring their stations up to a similar standard."
Improvements inside and out
The refurbishment at Gipsy Hill has made the station brighter and more accessible, with new flooring, improved lighting, and a more welcoming booking hall.
Wayfinding signage has been upgraded, and a new coffee shop has been added to the station building.
Modern customer information screens now display real-time service details, including carriage numbers, toilet and lift availability, and departure times.
Other features include an interactive journey planning screen with British Sign Language options, grouped information posters, and clearly marked journey zones.
Ticket machines and the ticket office are now easier to find, with improved signage.
Staff are now issued with new uniforms and have completed customer service training.
Putting people first
Helen Hayes MP for Dulwich and West Norwood said: "The improvements at Gipsy Hill have already made a real difference to the daily journeys of my constituents, and the simplicity of this project is what makes it so successful.
"Railway stations are at the heart of our communities and it is uplifting to see the great partnership work between Southern, the Friends of Gipsy Hill and Lambeth Council to make this possible, and ensure the station reflects the identity of the local area."
Cleaner, safer, smarter
Behind the scenes, new processes have been introduced to streamline operations and improve safety, while still maintaining the station’s unique community character.
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Accessibility has also been prioritised, with the introduction of braille signage and additional automatic doors.
A national vision
Alex Hynes, CEO of DFTO, GTR’s parent organisation, said: "The Model Stations programme at GTR exemplifies the modern, customer-focused railway we are building for our customers.
"With eight in ten passenger journeys made on one of our publicly-owned operators, there's a great opportunity to share successes from this scheme across the country as we work together to build a better railway for everyone in Britain."
The upgrades are part of wider changes expected across the rail network before the formal launch of Great British Railways by the end of 2027.
Gipsy Hill’s transformation serves as a template for stations across the UK and a step toward making rail travel a more enjoyable part of everyday life.
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