16th May 2019

Knowledge Type

Case study Lessons learned report


, Network Rail Ltd

Major Project

Thameslink Programme

Of Interest To

Consultants Operators Private sector clients Public sector clients

Passenger Communications: London Bridge Station Hoardings


This case study demonstrates how a customer-driven approach with clear, concise communication led to high levels of passenger awareness during the redevelopment of London Bridge station.

In summer 2016 Network Rail commissioned two large hoardings at London Bridge station, located on the main concourse and the interim ticket office (ITO).

The objectives were to make passengers aware that:

– Although building work was progressing well, the new station would not be complete until January 2018
– Some service benefits would not be apparent until later in 2018
– The new concourse will dramatically improve the experience of using the station.

Additionally, the hoardings – one of which was the largest ever created for Network Rail, at 8.2m high – communicated the wider Thameslink Programme benefits.