Report It to Sort It
Antisocial behaviour in person, online or on the phone is not tolerated by Tyne and Wear Metro.
To discreetly report behaviour that does not require a police response, send a WhatsApp message for free or an SMS text to Metro Control on 07345 222 710. You can also access the number using the Pop App.
Here’s the information to include in your message:
• Location of the train or the station name
• Destination of the train or place within the station (eg platform)
• Date and time of the incident
• A detailed description of the individuals involved and an outline of their behaviour.
In the event of an emergency people should still dial 999, and dial 101 for non-emergency situations that require the police to attend straight away.
SMS texts charged at your standard network rate.
Other ways to contact Metro
- – Customer service teams in stations
- – All stations have Help Points
- – On train call for aid buttons
Nexus is determined to ensure that Metro is a safe and secure environment for customers to travel on and for teams to work in. There have been large investments in policing, extra security and new CCTV cameras as well as Metro teams working regularly with the Police and Crime Commissioner on various projects and operations.
This ‘Report it to Sort it’ reporting system supports the £1.3m already invested in a dedicated security team who patrol on the majority of trains on the network.
Nexus has previously invested in body worn CCTV for its frontline staff and improved digital CCTV cameras on Metro, as well as annually spending £1.2m on a dedicated Northumbria Police Metro police unit.
There are a few ways to message Metro Control to make reports of anti-social behaviour.
The easiest way is to use the Pop App and select the ‘report’ button.
You can use WhatsApp or SMS messaging, saving the 07345 222 710 number into your contacts.
The system sends an alert directly to a screen on the customer service desk at Metro’s South Gosforth control room, from where the appropriate action can be taken swiftly, and security staff deployed where required.
All reports will be logged and, where appropriate, action will be taken in the form of:
– Notifying drivers of any incidents on their train
– Notifying the security team on trains and in stations
– In station PA announcements
If reports come in that aren’t related to anti-social behaviour on Metro, they will be forwarded to elsewhere in the organisation.
Metro’s Conditions of Carriage detail your rights and obligations as a passenger.
Byelaws are in place to ensure ease of travel and safety on Metro and need to be observed by everyone.
Visit the safety on Metro page for more information.
