Request ID: FOI-0453-2324 Date published: 13 June 2023
You asked
FOI request in relation to Elizabeth Line accessibility
For context: A Maidenhead wheelchair user found herself stranded on an Elizabeth Line train – she wanted to get off at Maidenhead and there was some failure of communication between TfL and GWR staff. As such, I would like to know:
1) How many people in the past year have made complaints to TfL in regards to accessibility at Twyford, Maidenhead, Taplow, Burnham, Slough, Langley and Iver stations
2) How many people have made a complaint of ramps not being made available in response to a request for one, made via TfL staff to these destination stations, in time for people to catch their trains (same time frame)
3) The nature of any other complaints relating to accessibility and TfL’s service to these stations (same time frame).
We answered
Our Ref: FOI-0453-2324
Thank you for your request received on 16 May 2023 asking for information about accessibility complaints on the Elizabeth line. Your request has been considered in accordance with the requirements of the Freedom of Information (FOI) Act and our information access policy. I can confirm that we do hold the information you require. Ensuring that we are able to provide inclusive and accessible journeys across our network is one of TfL’s top priorities. TfL remains committed to providing seamless accessible journeys, including our Turn Up And Go service, as an integral part of our customer service offering, in addition to providing disability equality training for all our frontline staff. All of the stations on the Elizabeth line are step-free to platform level with signage and information to ensure that all passengers can get around the stations quickly and easily. You asked: 1. How many people in the past year have made complaints to TfL in regards to accessibility at Twyford, Maidenhead, Taplow, Burnham, Slough, Langley and Iver stations We have recorded 11 cases for the stations listed, of which seven were complaints. Step Free Access over the requested period was above target with a score of 98.91 per cent at MTR managed stations. All complaints received by customers are managed by our contact centre. Having fully investigated any complaints, we aim to respond to a customer within 10 working days with a full explanation. We are committed to assisting all customers who travel on the Elizabeth line. We have boarding ramps at all our stations and fully support and participate in the national Passenger Assist system to ensure our customers can have assistance regardless of which train operator they are travelling with. Our accessibility champions, based in our contact centre, have an in-depth understanding of accessible travel in London. They have received enhanced training and are able to provide a better service, as well as share their knowledge with colleagues. Customers can book assistance in advance by speaking to the contact centre or booking through National Rail. Booking is not mandatory however and customers are welcome to turn up at a station and ask for assistance. More information on accessibility and facilities for customers with reduced mobility can be found on our Transport accessibility pages or in the accessible travel commitments on the MTR Elizabeth line travel information page: https://tfl.gov.uk/transport-accessibility/contact-us-about-accessibility https://mtrel.co.uk/downloads/Accessable-Travel-Policy-Elizabeth-line-Policy-Document-ORR-comments.pdf 2. How many people have made a complaint of ramps not being made available in response to a request for one, made via TfL staff to these destination stations, in time for people to catch their trains (same time frame) We have recorded two cases related to ramps (or their absence). 3. The nature of any other complaints relating to accessibility and TfL’s service to these stations (same time frame). The remaining accessibility-related complaints relate to staff, customer accidents, and the absence of staff to assist disabled customers. If this is not the information you are looking for please do not hesitate to contact me. Please see the attached information sheet for details of your right to appeal.
Yours sincerely
Gemma Jacob Senior FOI Case Officer FOI Case Management Team General Counsel Transport for London
