Melanie Harvey

Said the following about Stephanie Hillman:

“Great Western Railway (GWR) is one of the biggest rail franchises in the UK, part of the First Group of companies, operating the Western network since 1996, rebranding ourselves as GWR in 2015. We employ over 6000 people across our network and we carry more than one and a half million customers over two million single journeys on 10,000 services every week. People are at the heart of our business and our ethos is that we are 'greater together'.

Whilst out on the Platform Steph noticed a male on Platform 3. The male had approached the platform edge and was visibly upset. Steph approached the male and asked if he was ok. The male didn’t respond but moved away from the platform edge. The male was clearly upset, so Steph moved away to try and give him some space, and tried to make contact with the Station supervisor as she were concerned and thought the male was in need of support.

Whilst trying to arrange additional assistance Steph noticed that the male was now kneeling close to the platform edge. She immediately approached the male and noticed that he was self-harming himself with a pair of scissors. She attempted to comfort the male and move him into a safer position, away from the platform edge. She continued to talk to the male until he became much calmer. The male stated that he just wanted to go home, so after checking on his welfare Steph allowed him to board the train before alerting the traincrew, Control and his home station.

The Gentleman revisited the station a few days ago and came to thank Steph for her help and support.“