FOI request detail

Oyster card users

Request ID: FOI-0881-2223
Date published: 15 August 2022

You asked
1) How many 60+ Oyster card users have had their card stopped in each year due to missing renewal and then subsequently had to re-apply 2) How many letters are sent out to remind people to renew their card 3) How many emails are sent out to remind people to renew their card.

We answered

TfL Ref: FOI-0881-2223

Thank you for your request received by Transport for London (TfL) on 26 July 2022, asking for information about 60+ Oyster cards.

Your request has been considered in accordance with the requirements of the Freedom of Information Act and our information access policy.  I can confirm that we hold the information you require. You asked:
  1. How many 60+ Oyster card users have had their card stopped in each year due to missing renewal and then subsequently had to re-apply
The annual address check was introduced in August 2019 as a requirement for new applicants to the 60+ Scheme. The yearly address checks started in August 2020. Below is the total number of cardholders who have reapplied after not completing the annual address check by calendar year:
  1. 2020 (since August 2020) – 3,128
  2. 2021 – 7,529
  3. 2022  (to date) – 2,222
2) How many letters are sent out to remind people to renew their card

60+ cardholders are given six weeks to complete the Annual Address Check process. For cardholders who cannot provide an email address, on or around the date the 60+ cardholder first applied, TfL sends a first initial letter to cardholders asking them to complete the annual address check process once their specific window of six weeks has started. A further reminder letter is issued after three weeks if the customer has taken no action.

3) How many emails are sent out to remind people to renew their card.

TfL sends two emails to cardholders with a photocard web account. The first email is sent at the start of the customer’s specific window of six weeks. A second reminder email is issued after three weeks if the customer has taken no action.
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

Eva Hextall

FOI Case Management Team
General Counsel
Transport for London
 

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