FOI request detail

Customer service managers at London Underground since 2016

Request ID: FOI-0894-2021
Date published: 14 September 2020

You asked

Dear Transport for London, Please can you let me know: 1. Since 2016 to date how many London Underground customer service managers (CSM) were there in each CSM grade (1-3)? 2. Within each CSM grade since 2016 to date, of what proportion of CSMs are Black and Minority Ethic (BAME)? 3. Within each CSM grade since 2016 to date, of what proportion of these CSMs are BAME and female? 4. Within each CSM grade since 2016 to date, how many CSMs in total received performance related pay, what proportion of them are BAME and what proportion are female BAME ?

We answered

TfL Ref 0894-2021

Thank you for your request received by Transport for London (TfL) on 24 August 2020 asking for information about Customer service managers at London Underground since 2016

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.

Please see the attached document which contains the information you have requested.

In relation to question 4, please note that all CSM grades were eligible for and therefore received Performance Related pay from 2017 onwards, with the amount of salary increase or bonus dependant on the rating the employee received. Those who were not employed before 1st January in the year the performance review ended were ineligible for a rating, as it is deemed unfair to give those employees only 3 months to complete any objectives. 

Please note that in accordance with TfL’s obligations under Data Protection legislation some personal data has been removed, as required by section 40(2) of the FOI Act. This is because disclosure of this personal data would be a breach of the legislation, specifically the first principle which requires all processing of personal data to be fair and lawful. It would not be fair to disclose this personal information when the individuals have no expectation it would be disclosed and TfL has not satisfied one of the conditions which would make the processing ‘fair’. Where numbers of employees fall below the level at which they may be identifiable, results have been redacted. (We have not redacted results where there was an answer of ‘prefer not to say’, or where an ethnicity wasn’t declared).

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.

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.