Designing for passengers, transport and homeless support

As train stations and/or surrounds are redeveloped for business, housing and recreation, public safety and perceptions of safety will be a priority for people, property, and investment – goals which will be challenged by interactions between customers, other visitors and rough sleepers.

This project aims to identify how Transport for NSW (TfNSW) can design space for effective and respectful service provision for rough sleepers who seek shelter in transport precincts whilst not diminishing customer experience or patronage.

Outcomes from this project will support TfNSW contributions toward multilevel government policy initiatives addressing homelessness and precarity in public spaces.

Participants

• Transport for NSW
• La Trobe University

Project background

Transport for NSW manages and builds infrastructure often utilised by organisations that support people who are homeless or sleeping rough, even if we don’t plan for this purpose.

For example, at Central Station, there are over 60 organisations providing support at any given time. This creates a wicked problem as the lack of governance and design has led to the risk of an unsafe environment for both the people who are homeless and those trying to get to and from the station. Central Station exemplifies this issue, but many other Transport for NSW controlled spaces and places have the same problems.

As train stations and/or surrounds are redeveloped for business, housing and recreation, the social and spatial dynamics will change alongside the expectations of how sites should function, who belongs in these spaces, and how they should be controlled. Public safety and perceptions of safety will be a priority for people, property, and investment. This is, and will be, challenged by interactions between passengers, other users of the space and rough sleepers.

Homelessness in and around train stations is a complex issue that is governed by multilevel policy initiatives such as the National Housing and Homelessness Agreement (NHHA) that provides funding and support for homelessness services and housing programs, the NSW Government’s Homelessness Strategy that aims to prevent and reduce homelessness through a range of interventions, including housing assistance and support services, and local government plans such as the City of Sydney’s Homelessness Action Plan, which focuses on implementing local solutions to homelessness in collaboration with community stakeholders and service providers.

This project supports TfNSW contribution to achieving these multilevel government policy initiatives and local level governance by seeking solutions to help manage how it engages with rough sleepers and the agencies serving them, without losing sight or control over transport customer experiences.
Grappling with the challenge is necessary, because people who are homeless have a right to be in public places and to participate in public events (Homelessness Action Plan 2020, Protocol for Homeless People in Public Places).

Objectives

1. Identify stakeholders, their services and needs.
2. Seek clarity on the services that are provided at a broad range of Transport precincts, how they are coordinated and communicated to those in need.
3. Understand best practice in creating infrastructure that accommodates for delivery of homeless services.

UPDATE May 2026 – Award winner

This project has been recognised by the Planning Institute of Australia NSW Award for Planning Excellence in Planning Research, the Planning Institute of Australia National Awards for Planning Excellence commendation, and the Healthy City Design Awards Highly Commended recognition.

This recognition reflects the quality and rigour of the work. Care in Transit has contributed to the future of Transport for NSW by improving our understanding of how transport spaces are experienced by people in vulnerable circumstances, while supporting safe and effective operations for passengers, staff and service partners.

The strength of the project lies in the rigour applied to a complex issue. It has shifted the focus from managing a problem to designing better conditions for people, services and transport places to work together.