FOI request detail

Outcome of investigation into Elizabeth Line train failure handling, 12 April 2023

Request ID: FOI-0313-2324
Date published: 26 May 2023

You asked

Under the provisions of the Freedom of Information Act, I would like TfL to release information relating to the train failure which occurred on the eastbound Elizabeth Line during the morning peak of 12th April 2023, between Whitechapel and Custom House stations. In an email exchange with the Contact Centre shortly after the event, I was informed: "We are aware that some customers had experienced a significant delay on 12 April and all comments and complaints are being passed to Area Management to investigate the circumstances surrounding this. At this time as an investigation is in situ I can only apologise for the inconvenience and frustration this has caused." Please would you release: - Any documentation which was produced as a result of investigating the circumstances, causes, and contemporaneous handling of this incident. This may include any report, summary, or "lessons learned" document. - Any emails between TfL / MTR Crossrail / Elizabeth Line staff which discuss the incident in question. I understand that there will likely be a need for redaction to protect individuals' right to privacy, removal of any commercially sensitive material, and other provisions made by the Act. I also believe that limiting my request to the above two areas should result in the cost and time to fulfill this request meeting the reasonableness bars set by the Act.

We answered

TfL Ref: FOI-0313-2324

Thank you for your request received by Transport for London (TfL) on 28th April 2023 asking for information about a train failure on the Elizabeth Line on 12th April 2023.

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

Specifically you asked:

Under the provisions of the Freedom of Information Act, I would like TfL to release information relating to the train failure which occurred on the eastbound Elizabeth Line during the morning peak of 12th April 2023, between Whitechapel and Custom House stations.

In an email exchange with the Contact Centre shortly after the event, I was informed: "We are aware that some customers had experienced a significant delay on 12 April and all comments and complaints are being passed to Area Management to investigate the circumstances surrounding this. At this time as an investigation is in situ I can only apologise for the inconvenience and frustration this has caused."

Please would you release:

- Any documentation which was produced as a result of investigating the circumstances, causes, and contemporaneous handling of this incident. This may include any report, summary, or "lessons learned" document.

- Any emails between TfL / MTR Crossrail / Elizabeth Line staff which discuss the incident in question.

I understand that there will likely be a need for redaction to protect individuals' right to privacy, removal of any commercially sensitive material, and other provisions made by the Act. I also believe that limiting my request to the above two areas should result in the cost and time to fulfill this request meeting the reasonableness bars set by the Act.”

I can confirm that we hold the information you require.

The requested iformation can be found in the attached folder. Some information has been redacted under section 40(2) of the Freedom of Information Act, the exemption that protects against the unfair release of personal data.

This incident was reviewed at a Significant Performance Incident Review (SPIR). The SPIR document attached details the incident and identifies the lessons learnt from the review.
 
Also attached is the Customer Experience review of the incident which details the actions undertaken by staff to assist customers.
 
During an incident such as this emails are not generally used for communications as the incident and response to it move too fast. However, the Control Log details all the actions made by the control team and the signallers in the Romford Control Centre. The Control log entry is included in the SPIR document. The only emails that were exchanged are attached.
 
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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