Spotlight Series: Meet Hannah Cotton-Diederich
For our latest Spotlight piece, we interviewed Hannah Cotton-Diederich, Accessibility Strategy & Projects Manager at West Midlands Trains. As someone living with a disability, Hannah is a passionate advocate for accessibility and inclusion in the rail industry. She spoke to us about the power of empathy, the importance of cultural change, and her vision for a more accessible rail network.
Tell us about your journey. What inspired you to pursue a career in accessibility and inclusion?
I started working in accessibility and inclusion with the local authority services for vulnerable adults. I often felt that more could be done - more empathy, more effort, and more accountability, which lit a fire in me to use my voice to push for change.
After taking a 14-month career break after having my daughter, I spent eight years at East Midlands Railway before moving across to West Midlands Trains. I have a chronic health condition, so I understand firsthand the barriers that can exist when trying to access public transport. I also see how much of a difference we can make when we listen, adapt, and design with inclusion in mind.
The powerful link between disability, mobility, public transport, and social inclusion has become a deeply personal driver for me. There’s been real progress in the railway industry since I started, but we must always push for more – and I enjoy that I’m empowered to deliver that at WMT. We listen to feedback, involve those with lived experience, and encourage staff at every level to be part of creating a more inclusive railway
What would you like to see more of in the rail industry regarding accessibility?
We’re often limited by Victorian-era infrastructure, and unfortunately, there’s not always enough funding to address everything at once. But what we can change, and what we must change, is the industry’s mindset. We need a more positive, proactive approach to disability and accessibility. Cultural change to accessibility is vital. Education and knowledge on language, empathy, procedures and policy is fundamental to all operators. Accessibility isn’t just about ramps and lifts; it’s about understanding people’s needs and empowering staff to meet them.
What challenges have you faced in advocating for both disability and LGBTQ+ rights, and how have you overcome them?
When I advocated for the installation of a Changing Places toilet (specialised, larger accessible facilities designed for people with significant disabilities and their caregivers), some people raised concerns about antisocial behaviour. I was part of the public consultation and had to balance the need for safety with the clear social value it would bring. Sometimes the risk of implementing a solution can feel greater than doing nothing, but that does not mean we should not push for it.
Another challenge came during engineering works. Making temporary arrangements accessible is not always easy, and pulling together a wide range of voices and lived experiences for an Equality Impact Assessment can be complex. But those voices matter. They are fundamental to ensuring replacement services and plans are accessible. That’s why it’s so encouraging to see WMT taking accessibility and inclusion seriously, fostering a workplace culture where staff are equipped and motivated to provide support to all passengers.
What are some common misconceptions organisations have about accessibility and inclusion?
People are often scared to say the wrong thing, so they avoid the topic altogether. But silence does not help. We need to create environments where people feel comfortable learning and asking questions. Education helps build empathy, and empathy drives change. Companies should empower staff to be confident, compassionate, and proactive. I’m proud that WMT is actively encouraging this mindset among their staff. Initiatives like Network Rail’s Access for All scheme are a step in the right direction, but investment in accessibility is needed to drive change and improvements.
What advice would you give to someone thinking about joining the rail industry? And what would you say to women in particular?
When I first joined the industry, I found community in Women in Rail. I’d tell anyone, especially women, not to be put off by the perception that the railway is a man’s world. We each bring different perspectives, goals, and strengths. Find a mentor or an ally, someone you can talk to when things feel tough. Build your support network, stay open to new opportunities, and have important conversations. Most of all, do not worry about what anyone else thinks. Do what’s right for you.
What recent programmes or projects are you most proud of at West MidlandsTrains?
A project I’m really proud of is the introduction of assistance cards for customers with communication needs. These cards give customers a simple way to ask for help and prompt staff to provide the right support. It’s such a low-cost solution, but it’s had a huge impact.
WMT also recently introduced new Class 730 trains as part of its £1bn investment programme, bringing significant improvements in accessibility. These include more open space throughout the trains, with open gangways making them feel more spacious. There are designated areas for both wheelchairs and bikes, with clear separation to ensure bikes don’t block the wheelchair spaces. At least one accessible toilet is available on every train, and the customer information screens are larger and display more detailed, useful information. These changes make a big difference for all passengers, especially those with accessibility needs.