Passengers in Sunderland, Tyne and Wear, can now report problems like vaping, smoking, or harassment on the Metro using a new feature in their travel app. On February 17, 2026, the transport provider Nexus added a report button to its mobile app that connects passengers directly to staff through WhatsApp.
The new service replaces an old system that charged people to send a text message to report issues. By using the mobile app or the new dedicated phone number 07345 222 710, passengers can now send alerts for free to the customer service team at the Metro control room.
This update is meant for non-emergency issues such as drinking, smoking, or people being loud and disruptive. According to Nexus, these reports go straight to the staff in the South Gosforth control room who can then send out security or help to the right station.
Cathy Massarella, the Managing Director of Nexus, said the change to a free WhatsApp number makes it much easier for customers to report something directly if they need to. The move follows recent efforts to improve safety in the city, including new community safety hubs that have helped lower reports of bad behaviour in parts of Sunderland by 23 per cent.
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