scope:

The requirements in this standard cover:

• Station condition;

• Cleanliness;

• Litter;

• Graffiti;

• Air quality; and

• Staff (including working with and monitoring the performance of contractors' staff).

This Standard applies to all stations and parts of stations that are owned by LUL, including parts that are used by other train operators. It does not apply to stations or parts of stations that are owned by other bodies (e.g. Network Rail or train operating companies).

This Standard addresses and supports the specific customer service delivery issues of:

• Station exterior and approaches;

• Station interiors;

• Ambience;

• Station décor;

• Cleanliness; and

• Staff performance and behaviours

insofar as they relate to station ambience.

Purpose

The purpose of this Standard is to set out the ambience requirements with regard to stations.