First Rail London (FRL) has unveiled new toilets and a redesigned waiting room at Acton Central London Overground station, for improved accessibility and to create a calmer, more welcoming environment while preserving the station’s heritage character.
Transport for London’s (TfL’s) customer strategy, Equity in Motion, committed in 2024 to making the network as fair, accessible and inclusive as possible, and included a pledge to improve and increase toilet provision. Two new toilets have now opened at the west London station, one with accessible features and a baby changing facility.
FRL has also sought to create a more practical and pleasant waiting room at Acton Central in partnership with TfL and funding from Railway Heritage, whilst also honouring the heritage features of the Victorian building, which dates to 1853.
The waiting room now benefits from an accessible entrance and more seating options, while the ceiling has been lowered to reduce echo and improve the acoustic experience of the room. The layout of the room has also changed, with additional space for people to move around and wait comfortably.
Other features include improved lighting, a refreshed colour palette and nature-inspired theme complete with new planting, and clearer customer information and features a more relaxing environment that considers the needs of a range of customers.
In 2024, the Mayor of London announced the network’s biggest ever dedicated investment in toilet provision of £3million per year over five years. This is to ensure that Tube, Overground and Elizabeth line customers are always within 20 minutes of a toilet without having to change train, and is also part of the Equity in Motion strategy.
In addition to the new accessible toilets at Acton Central, new accessible toilets have been installed on the London Overground network at stations including Clapton, New Cross Gate and White Hart Lane, while refurbishments have been made to facilities at stations such as Crystal Palace and Penge.
Niall Rooney, customer service director at FRL, said: “Everyone should feel confident and comfortable using public transport. Station environments can sometimes feel busy and overwhelming, and we want Acton Central’s waiting room to offer something different and that is a space where customers can step away from the noise of the railway, take a breath, and feel grounded before continuing their journey. We hope these changes encourage wider conversations about how transport environments can better support everyone who uses them, whatever their needs.”
Emma Strain, TfL’s Customer Director, said: “It’s vital that as many people as possible feel able to use public transport and unlock access to the healthcare, employment and social opportunities that London offers. The new toilet facilities and enhancements to the waiting room at Acton Central will benefit people with a range of needs, and the changes are all part of our Equity in Motion strategy, which is breaking down barriers to travel.”
