FOI request detail

Disability Access Complaints

Request ID: FOI-0102-1718
Date published: 27 April 2017

You asked

I would like to know how many complaints are made by people with disabilities about disability access on public transport in London. I would like the figures for complaints made daily/monthly and the total for the following years: 2015/16, 2014/15 and 2013/14.

We answered

Our ref: FOI-0102-1718


Thank you for your request received by Transport for London (TfL) on 13 April 2017 asking for information about Disability Access Complaints.


Your request has been considered under the requirements of the Freedom of Information Act 2000 and our information access policy. I can confirm that we do hold the information you require.


You asked: How many complaints are made by people with disabilities about disability access on public transport in London.


We record complaints received about accessibility of public transport, but we do not record these in a way which readily allows us to identify whether the complaint was received from a person with a disability. In order to obtain this specific information we would need to manually check each complaint, and it may not be evident from the wording of the complaint whether the person themselves identified as being disabled.


We can provide you with the numbers of complaints received regarding accessibility.  


The attached spreadsheet ‘FOI-0102 Numbers’ shows accessibility complaint data for the period 1 January 2013 – 31 December 2016, ordered by year, month and days. The spreadsheet ‘FOI-0102 Detail’ gives more information relating to the reason for the complaint and the type of transport involved.

London has one of the most accessible transport networks in the world, but we know it can still be difficult for some Londoners to get around. That’s why we are always looking at how we can improve accessibility and welcome any feedback which will enable us to improve services on our network and give a greater choice of travel options.


All our station staff and bus drivers undergo disability equality training, designed with disabled people. Over 25,000 bus drivers are also currently participating in new training to improve the service. We work closely with our bus operators to ensure the highest standards of service are upheld.


In December 2016, the Mayor of London announced that he will instigate the biggest boost to step-free access on the Underground in the network's 153 year history, by investing an additional £200m over the next five years. As part of its Business Plan, TfL has committed to making more than 30 additional Tube stations step-free by 2021/22. The move brings the total number of stations with step-free access to all platforms to more than 100, representing more than 40 per cent of the Underground network and significantly increasing the proportion from the current level of 26 per cent.


We operate a turn-up-and-go assistance service on London Overground and TfL Rail, as well London Underground, which means that those who need assistance can arrive at stations and have staff help them with boarding and alighting without having to book in advance. We also offer a wide range of information to our customers including step-free guides, tips on getting around and regular updates on our accessibility Twitter feed. All of London's buses, taxis, trams, the Emirates Air Line, many boats and some private hire vehicles are also fully accessible.

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


If you are not satisfied with this response please see the attached information sheet for details of your right to appeal.


Yours sincerely


Graham Hurt


FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London


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