FOI request detail

For information about how complaints made about increased tube noise experienced by Barbican residents has been dealt with over the year to June 2018 in how

Request ID: FOI-0652-1819
Date published: 16 July 2018

You asked

What is the process in TfL for investigating and responding to complaints about noise and vibration and how has this process been applied to the investigation of complaints about the increase in tube noise and vibration since June 2017?

We answered

TfL Refs: 0652-1819

Thank you for your request received by Transport for London (TfL) on 11 June 2018 asking for information about levels of recorded noise and vibration in Barbican flats above the tube lines.

Your request has been considered in accordance with the requirements of the Environmental Information Regulations and our information access policy. I can confirm that we hold the information you require.  

All noise and vibration complaints related to tube noise are received by Transport for London (TfL) through Customer Services whereby a set questionnaire is sent to new complainants, and all details are sent to a specific noise and vibration management inbox. This provides Engineers with some initial information as to the nature of the noise issues experienced. Details of the complaint are then logged in the noise and vibration database.

The Technical Services team within TfL contact residents within a week and arrange noise measurements at properties when required. A priority rating is then allocated based on the noise levels recorded and the circumstances of the noise complaint. Information is gathered on the probable cause of the noise complaint through site investigations and the assemblage of required data, such as noise readings and rail roughness readings. This process allows Engineers to investigate the possible causes of the noise issues, and apply the most practicable resolutions.

All correspondence between the resident and TfL is maintained through Customer Services, and this process is applied to all noise complaints received by TfL. As such, this process will have been applied to the investigation of noise complaints in the Barbican area.

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

Sara Thomas

FOI Case Management Team

General Counsel

Transport for London

Back to top

Want to make a request?

We'll email you the response within 20 working days.

We'll publish the response online without disclosing any personal information.