Complaints and issues raised about the new Wrightbus StreetDeck Electroliner double-deck electric bus) on route 111
Request ID: FOI-1172-2324 Date published: 08 August 2023
You asked
Dear Transport for London FOI team
Can you publish the number of complaints about the new electric double-deck bus (Wright StreetDeck Electroliner) on route 111?
To scope the request, I'd like to see the number of comments complaining about the design (including interior & exterior) and accessibility of the new electric bus, as they only have two doors and a single staircase.
I'd also like to see the number of comments made stating a preference for the New Routemaster bus, which is already being phased out on route 111 in place of new electric buses.
The date range for my request starts from February 15 2023 to present day.
What action has TFL taken to improve your buses as stated in your Bus Action Plan and the Government's National Bus Strategy for England?
We answered
TfL Ref: 1172-2324
Thank you for your request received by Transport for London (TfL) on 13 July 2023 asking for information about the new electric double-decker buses on route 111 and TfL’s Bus Action Plan.
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 for:
the number of complaints about the new electric double-deck bus (Wright StreetDeck Electroliner) on route 111?
To scope the request, I'd like to see the number of comments complaining about the design (including interior & exterior) and accessibility of the new electric bus, as they only have two doors and a single staircase.
I'd also like to see the number of comments made stating a preference for the New Routemaster bus, which is already being phased out on route 111 in place of new electric buses.
The date range for my request starts from February 15 2023 to present day.
Please see the attached PDF providing the 119 comments we have received concerning the new electric double-decker that replaced the New Routemaster bus on route 111 within the requested period, covering matters from design, accessibility and for example, ambience. In total, there were 112 comments that did not approve of the layout or design of the new vehicle model. Two of the complaints also used a standard template, both of which are highlighted in yellow for ease of reference.
Please also note that in accordance with TfL’s obligations under the General Data Protection Regulation (GDPR), some personal data has been removed from the PDF attached, as required by section 40 of the FOI. This is because disclosure of this personal data would be a breach of the legislation, specifically the first principle of the GDPR, 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’. This exemption to the right of access to information is an absolute exemption and not subject to an assessment of whether the public interest favours use of the exemption. What action has TFL taken to improve your buses as stated in your Bus Action Plan and the Government's National Bus Strategy for England?
Customer Information and Vehicles and Route Enhancements
22 new electronic customer information digital display units trialled along the route 63. This is to compliment the 29 new electric vehicles on route 63 which include on-board improvements such as on-board digital information screens, new flooring, a sunroof to let in extra light, and the introduction of USB charge points and phone holders.
321 new countdown signs at bus shelters across the city, with a distribution across all boroughs. 284 currently installed with the remaining ones to be completed shortly.
485 bus shelter renewals in 2022/23.
350 New Routemaster mid-life refurbishments complete, including new priority seating moquettes installed.
‘Welcome Aboard’ signs and notices introduced across all buses in our fleet.
Introduction of signage to all vehicles and at targeted stations and stops on how to report crime.
First limited stop service introduced as part of Superloop in July 2023. Route 607 becomes SL8. More information on Superloop can be found at: https://tfl.gov.uk/modes/buses/superloop
Bus Safety
Around 1,000 buses are now Bus Safety Standard Compliant with ISA (Intelligent Speed Assistance) technology.
Around 800 buses have been fitted with Camera Monitoring System technology.
Around 900 buses are fitted with Acoustic Vehicle Alerting System technology
On Street
4.14km of new bus lane delivered. We will introduce 25km of new bus lane by 2025. This will have a positive effect on bus journey times, a key aspect of the Bus Action Plan.
732 traffic signal timing reviews in 2022/23, resulting in a bus passenger hours saving of over 14,000 hours
Zero-Emission Buses
Over 950 zero emission buses now operating in our fleet, including battery electric, ‘opportunity charged’ electric buses and 20 hydrogen buses.
Ongoing hydrogen trial on routes 7 and 245 in west London.
An electric ‘opportunity charging’ trial on route 358 will commence later in 2023, adding another form of zero emission technology and pantograph infrastructure to our fleet.
Note that the National Bus Strategy for England describes the Government’s vision for bus services in England, outside of London.
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
Jasmine Howard FOI Case Officer FOI Case Management Team General Counsel Transport for London
