Request ID: FOI-1075-2122 Date published: 15 September 2021
You asked
I am requesting information with regards to Circle, District, Hammersmith & City and Metropolitan line services operating between 4-12 August through the following questions.
1. How many S stock trains with defective Customer Information Systems were logged during this period?
2. What mitigation strategies were put in place for trains with defective Customer Information Systems in service?
3. What guidance was in place to ensure Customer Information Systems were working the full length of the special service between Hammersmith and Upminster via King’s Cross in both directions?
4. Was there any follow up to ensure that Train Operators were keeping Customer Information Systems working for the whole route of this special service?
5. How many complaints were received during the period about no announcements or scrolling messages on S stock trains during this period?
6. Which accessibility laws mandate the provision of onboard announcements and scrolling messages on London Underground trains?
We answered
TfL Ref: FOI-1075-2122
Thank you for your request received by Transport for London (TfL) on 22 August 2021.
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 some of the information you require. You asked:
How many S stock trains with defective Customer Information Systems were logged during this period?
This was a system issue which came to light as we implemented the ‘South of the Circle’ blockade service and therefore all S stock trains were affected.
We are working to fix the customer information system, but due to the complexity of the problem it will take some time.
2. What mitigation strategies were put in place for trains with defective Customer Information Systems in service?
3. What guidance was in place to ensure Customer Information Systems were working the full length of the special service between Hammersmith and Upminster via King’s Cross in both directions?
We do not hold this information. However, the attached bulletin was sent to drivers, asking them to change the train destination.
4. Was there any follow up to ensure that Train Operators were keeping Customer Information Systems working for the whole route of this special service?
No, this was a finite period of time whilst the blockade was underway.
5. How many complaints were received during the period about no announcements or scrolling messages on S stock trains during this period?
We found one customer complaint about no announcements or scrolling messages on S stock trains.
6. Which accessibility laws mandate the provision of onboard announcements and scrolling messages on London Underground trains?
It would be the Rail Vehicle Accessibility (Non-Interoperable Rail System) Regulations 2010, which are a statutory instrument under powers conferred by The Equality Act 2010. The section of the regulations that deals with customer information is found here: https://www.legislation.gov.uk/uksi/2010/432/schedule/1/paragraph/11/made
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
