Incident support service

If you or someone you know has been injured during, or affected by, a serious incident involving TfL services, we offer comprehensive help and support via The Sarah Hope Line. This page describes the help you can receive, who is eligible and how to contact the service.
Sarah Hope logo

How we can help you

If you have been involved in, or affected by, a life-changing incident on the TfL network you can contact The Sarah Hope Line in full confidentiality.

We have a dedicated team on hand to make sure that you get the help you deserve, and work in partnership with organisations that can provide further specialised support.

Who is eligible?

The service covers incidents on all TfL modes of transport.

You are eligible for support if:

  • You have been involved in a life-changing incident
  • You are the family member of someone involved in a life-changing incident or fatality
  • You were a witness to such an incident

How to contact us

You can call The Sarah Hope Line on 0343 222 5678, Monday-Friday 08:00-18:00 (check TfL call charges). A voicemail service operates outside of these times.

You can also reach us by email at SHL@tfl.gov.uk.

Sarah Hope's story

Sarah Hope was involved in an incident on our network, and her experience led to the foundation of the Sarah Hope Line.

Read Sarah's story