DLR Community Assist programme: strengthening inclusive mobility and community engagement across East London

Context: meeting real needs in public transport accessibility

KeolisAmey Docklands proudly operates the Docklands Light Railway (DLR), one of the UK’s most accessible rail networks serving communities across a vibrant and fast-growing area of London.  The organisation continues to look for ways to tailor its support to better meet the needs of customers and communities, listening closely to their experiences to improve everyday journeys. Families juggling prams, passengers regaining confidence after changes in their health and newcomers navigating an unfamiliar system often face challenges when using public transport. 

The DLR Community Assist programme was developed in direct response to these needs. It reflects Keolis’ broader commitment to inclusive mobility solutions and places customer experience and community engagement at the centre of accessibility. The programme champions confidence, personal support and familiarity with the network as essential to making transport truly inclusive – just as vital as lifts, signage and step-free access. 

The initiative was shaped through meaningful conversations across east London communities, stakeholders and local data insights. Community Ambassadors engaged with residents, schools, charities and partner groups who shared concerns about navigating stations, using contactless payment, journey-planning apps and feeling safe while travelling. These insights led to a structured support model that bridges gaps that infrastructure alone cannot solve, ensuring people of all ages and backgrounds receive help tailored to their needs.

Innovation: A human-centred model for social inclusion in transport

The DLR Community Assist programme is designed to make travel across the network more accessible and inclusive. Through meaningful two-way engagement, the team - composed of five Community Ambassadors, a Community Ambassador team leader and a Community Stakeholder Manager - co-creates solutions that enhance safety, accessibility and customer experience while supporting revenue protection and minimising disruption, helping to maintain a safer, more inclusive and supportive environment for everyone and offering real, practical benefits, including:

Accessibility support: Community Ambassadors help passengers with accessibility needs travel with confidence through tailored assistance.

Support for families and schools: From school visits to back-to-school safety and respect campaigns, Community Ambassadors help young people and families feel safe and informed when using the DLR.

Confidence in travel: The Community team runs group workshops and one-to-one support to help people overcome travel anxiety and build independence.

Community engagement: Community Ambassadors work with local charities, grassroots groups and residents to ensure the DLR reflects the needs of the communities it serves. 

These themes ensure that support is broad enough to address different barriers while remaining focused and responsive.

A standout feature of the programme is autonomous travel training – delivered through the DLR Community Assist programme under the Confidence Assist initiative. This pairs Ambassadors with residents on real journeys that build independence. Participants travel with support until they feel ready to ride the DLR independently, and for many, that first unassisted trip becomes a milestone that boosts confidence and opens doors to everyday life.

Benefits: a measurable impact on confidence and inclusion

The clearest benefit of the DLR Community Assist programme is the confidence passengers gain. For many local residents, using the DLR opens access to daily needs and opportunities – whether that means travelling to a job interview, visiting family, attending a class or getting to a medical appointment. This confidence transforms journeys into independence, making everyday life easier and more connected.

The programme improves inclusion by focusing on skills that typical investment projects do not address. Participants learn how to pay for travel, understand the best-value fares and use digital tools to plan their journeys. School groups develop safe travel habits early in life and people who once avoided public transit gradually become independent users. The emotional and social changes are just as significant. Participants often describe feeling reassured, empowered and connected to a wider community – sometimes for the very first time.

The DLR Community Assist programme also strengthens the railway and enhances the broader customer experience. Insights gathered by Community Ambassadors help inform service improvements and customer information while highlighting practical barriers that may otherwise go unseen. This shift from informal support to structured learning makes it possible to measure progress and replicate successful projects in the future. Most importantly, it reinforces the idea that public transport is more than trains and tracks – it is a shared public space where people feel safe, respected and supported. Access to transport benefits everyone and contributes to stronger, more connected communities. 

Next steps: scaling a model with long-term potential

Following early success, the DLR Community Assist programme is preparing to broaden its reach and influence. The programme is strengthening collaborations with schools, charities and community groups to ensure support reaches those facing the greatest challenges or who may not realise help is available. These collaborations will play an essential role in sustaining momentum and extending benefits beyond current activities.

The Community team is also committed to refining its approach using insights gained from reporting systems such as Power BI. This will enable resources to be directed toward areas with the greatest need and allow the programme to adapt as community expectations evolve. The model has strong potential to influence similar efforts across the wider Keolis network because it blends personal connection with measurable outcomes.

The DLR Community Assist programme continues to show that inclusive mobility solutions are influenced by listening, guidance and empathy just as much as by physical design. When operators take the time to understand passengers and offer support at the right moment, every journey becomes more accessible. The programme shows how a rail network can build independence, strengthen community ties and make public transport an everyday resource that truly belongs to everyone.