Safety on Metro
With hundreds of cameras on trains and in stations, dedicated customer service and security teams and partnership working with the police, Metro customers always have someone looking out for them.
Customers on Tyne and Wear Metro always have someone looking out for them.
If you see something, or notice behaviour that doesn’t look quite right, there are several ways to let Metro staff know:
- Speak to a Customer Service Advisor – you’ll recognise them in the blue hi-vis jackets.
- Use the Help Point
- Report It To Sort It: Message or WhatsApp Metro Control on 07345 222 710 with the details of the incident, location, and direction of travel if on a train.
- If it’s an emergency situation always call emergency services on 999 or for non-urgent police matters, 101.
Looking out for you
The following features are designed to help you travel safe on Metro:
Metro trains have 28 internal CCTV cameras and extra external cameras the driver can view at any time
Customer service staff and security teams present on trains and at stations-day and night
Regular station checks carried out by several departments
Over 740 cameras cover the entire Metro network, including platforms, stations approaches, subways and car parks
CCTV is monitored by Metro and local authorities
Staff and police undertake plain clothed exercises across the system
To discreetly report an incident or anti-social behaviour, Report It To Sort It: message or WhatsApp Metro Control on 07345 222 710.
Metro is part of the Northumbria Police and North Tyneside Council Coastwatch, where extra foot patrols take place (both uniformed and plain clothed)
For your own safety and comfort please be aware of the following:
- Metro teams are here to help, so if you see something that isn’t quite right let them know
- Know where CCTV cameras are on stations and wait in those areas
- Keep valuables out of sight
- Do not leave your luggage unattended
- Use well lit walking routes to and from stations
- Never go on the track
- Always stand behind the yellow line on the platform
- Do not ride your cycle on platforms, when waiting for the train stand with your bike
- When using escalators stand to the right side, hold the handrail and face forward
- Never take large items of luggage, pushchairs or wheelchairs onto an escalator, please use the lift or ramp
- If you feel unwell while travelling on Metro, contact a member of staff on the station Help Point or press the Call for Aid button on the train
- All our stations and trains are ‘Alcohol exclusion zones’
- Smoking is not allowed on Metro stations or trains (this includes vaping and e-cigarettes) – you could be prosecuted if you smoke or vape.
- In times of adverse weather please take additional care when using stations and trains
- When carrying backpacks and large shoulder bags be mindful when moving on the train, so not to knock other customers.
In an emergency dial 999- Police (not an emergency) call 101
- If you see something that doesn’t look right, tell is, speak to staff in the stations or use the station Help Point
- On a Metro station use the station ‘Help Point’, or speak to a member of staff
- Message or WhatsApp Metro Control on 07345 222 710
- If you don’t have WhatsApp or would rather speak to someone, call Metro Control on 0191 203 3666 *
- Report a concern (that does not need an immediate action) email customerrelations@nexus.org.uk
The level crossings on the Metro system are open crossings. They have no barriers or gates. Road traffic signs are provided at these crossings. They are also protected by flashing red light ‘stop’ signals and an audible alarm.
How to safely use the crossing in your car
- Drive carefully up to the crossing and be ready to stop
- You must stop behind the white line, if the red lights are flashing
- If you have already crossed the white line when the amber light comes on, keep going
- Never reverse onto or over the crossing
- Only cross when the lights go out.
Stay safe on foot:
- If the red lights are flashing, you must always stop and wait
- At footpath crossings without flashing lights, stop to look and listen for trains. Do not start to cross if there is a train coming
- Never get distracted-for example by talking on a mobile phone, texting or listening to music or headphones
- Don’t let children run or wander off.
- If you have a dog with you, keep it on a lead
