We arranged a meeting between LOROL, various people who had complained on here and local councillors. Points which were raised:

1. Gateline.
   
   • Queues start developing from 17:30
   • Problems occur when Oyster is refused or when people want to enter station and go against the flow (due to chicane).
   • Staff will be trained to hold wide gate open during busy periods so that those with paper tickets or season tickets can pass through quickly.
   • One gate must be kept for entry
   • Other gate will be available for those who are on PAYG Oyster to tap in / out. [Do Travelcard Oyster users have to tap out? Oyster T&Cs say: When you use a National Rail service, you should touch your Oyster card on the yellow card reader before you start your journey, at the station you are leaving from; and at the end of your journey, when you arrive at your destinations station. You can still use your Oyster card at stations where there is no yellow card reader or if it is not working provided that your Travelcard is valid for the journey you are making. You may be asked instead to show your Oyster card (and photocard where needed).]
   • Requested that rear wall onto footbridge be removed and gateline be modified to remove chicane so that passenger flow more linear. Could also allow for fourth gate. LOROL replied that this may cause problems when lift installed.
2. Southern Staff
   
   • These personnel are there to wave off the Southern trains and will be on the platform appearing to do nothing for long periods.They are not there in a customer service role.
3. Mobile Phones / Headphones
   
   • This is a management issue. Staff use their mobile phones for professional purposes (EG for teeling destination station which coach disabled passenger is on), but this issue needs to be addressed.
4. Lifts
   
   • Cllr Addison's primary concern was one of safety / rape. Unfortunately she had to leave before looking at drawings.
   • Subsequent inspection of the drawings revealed that:
     
     • Two 16 person, through lifts (ie with door at front and rear) will be installed. The axis of entry/exit will be parallel to the tracks.
     • People will enter the lift from a landing which will be built out in line with the main footbridge (over new lift motor room). This landing will measure 3.9x2.3m.
     • The lift shaft will be built in line with the first descent of the existing staircases.
     • People will exit facing London, emerging from under the second descent of the existing staircases.
     • There will be an area approximately 3m in front of the lift. Areas under stairs with less than 2.3m headroom will be fenced off
     • CCTV coverage will be adjusted to ensure that the new areas are covered. Honor Oak Park currently has 90% coverage.
5. Disabled Access
   
   • While the lifts will provide step free access to the platform, there is still a major step between platform and train. Requested Harrington Hump at country end of platforms be pursued with Network Rail to make trains accessible.
   • Although LOROL request 24 hours' notice to guarantee availability of staff, they will do best to accommodate those arriving at station with need of ramp to access train. Staff will use phone to call ahead to arrival station advising where customer is seated so that station staff are available to assist with disembarking.
   • Staff will assist with pushchairs, but during busy periods must staff gateline as a priority. Infants must be removed from pushchair for their safety.