I hired a bike from Hinde Street W1 returning it to the docking station in Craven St W1. I locked the bike securely and continued my journey home. I have since been charged £300. 1, I wish to find out service history of docking points and maintenance procedures of faulty bays. 2, How many people have been charged this excessive amount. It would be useful to know if charges have been refunded due to faulty bikes/docking stations. A six month period will suffice.

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Our Ref:         FOI-0552-2021

Thank you for your request received on 3 July 2020 asking for information about the Santander Cycle Hire Scheme.

Your request has been considered in accordance with the requirements of the Freedom of Information Act and our information access policy. I can confirm we hold some of the information you require. You asked for:

1. I wish to find out service history of docking points at Craven Street and maintenance procedures of faulty bays. I would like to know a time scale of report and repair of a faulty / damaged bay, i.e., hours, days, week etc so users don’t encounter my situation.

Attached is the last annual maintenance report and last six months of maintenance jobs recorded against the docking station at Craven Street. There is a target of 12 hours to respond to a docking point fault or eight hours if more than 30% of the docking points have errors.

2. How many people who docked their bike a Craven Street have been charged £300 and success rate of appealing.

This information is not available as a fine of £300 is only charged if a bike fails to return to the scheme after 7 days. All charges of £300 are ‘open’ hires and therefore the bike has not been docked.

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

The impact of current circumstances on TfL’s resources means we are not able to answer FOI requests readily and we ask that you please do not make a request to us at present.
 
Answering FOI requests will require the use of limited resources and the attention of staff who could be supporting other essential activity. In any event, please note that our response time will be affected by the current situation.

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
[email protected]

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