FOI request detail

Complaints regarding the 217 route and action taken in response

Request ID: FOI-0056-1920
Date published: 18 April 2019

You asked

Can you advise how many complaints, and the nature of the compliants, you have received over the past 12 months regarding the 217 route and detail any action taken with Sullivan Buses in response? I would also like any information regarding performance standards on this route, if they have been met and again any action taken with Sullivan Buses in response.

We answered

TfL Ref: FOI-0056-1920

Thank you for your request received by TfL on 4th April 2019 asking for information about the 217 bus route.

Your request has been considered in accordance with the requirements of the Freedom of Information Act and our information access policy.

I can confirm that we hold the information you require.

TfL has received 137 complaints about this service over the past year. They are summarised in the table below:



Service performance


Accidents, safety and security


Built environment (on and off-board)


Travel information and updates


137 complaints in the year means that there were 4 complaints per 100,000 passenger journeys, which is a little higher than average (3.20 is around average).

Performance data for the route can be found online via the following link:

We have regular 4-weekly meetings with the operator of the route, the most recent having been held on 27 March, and improving the performance of the service has been a priority in our conversations.

The operator has deployed a Roadside Controller based at Waltham Cross and this has proved to be successful in improving performance, as can be seen from the data below where the route has been within its Minimum Performance Standard of 1.0 EWT (Excess Waiting Time) in Periods 11 (5 Jan to 1 Feb) & 12 (2 Feb to 1 March):


Early indication is that P13 performance (2 March to 31 March) will again be within its Minimum Performance Standard of 1.00 EWT at 0.97. We will continue to monitor the performance of the 217 and continue to have regular conversations with the operator to ensure a good standard of service is delivered.

If this is not the information you are looking for, or if you are unable to access it for any reason, please do not hesitate to contact me.

Please see the attached information sheet for details of your right to appeal as well as information on copyright and what to do if you would like to re-use any of the information we have disclosed.

Yours sincerely,

David Wells

FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London

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