Request ID: FOI-1245-2122 Date published: 06 October 2021
You asked
1) What time did the lift go out of service?
2) When did you stick your "broken lift" notice a) at Liverpool Street? b) at King's Cross? c) on Twitter?
1. What time did Liverpool street Lift break yesterday
2. When and how did you inform TfL it broke
3. What time did the lift come back into use
4. When and how did you tell TfL it was fixed
5. What is the process for informing TfL when your lifts break?
We answered
Our Ref: FOI-1245-2122
Thank you for your request received on 12 September 2021 asking for information about the lifts at Liverpool Street Station on 11 September 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 we hold some of the information you require. You asked:
1. What time did the lift go out of service? 2. What time did you stick your “broken lift” notice at a. Liverpool Street b. Kings Cross c. On Twitter
You then asked the following further questions to @TfLAccess and @networkrail:
1. What time did Liverpool street Lift break yesterday 2. When and how did you inform TfL it broke 3. What time did the lift come back into use 4. When and how did you tell TfL it was fixed 5. What is the process for informing TfL when your lifts break?
Please note that the lift at Liverpool Street referred to in your Tweet is a Network Rail asset so they will have placed any necessary signage on the lift and will be able to provide information on when this was done. We do not hold information on when signage was placed on the London Underground part of the station. The London Underground Control Centre (LUCC) logged the call from London Underground station staff at 17.05 informing them that the lift was out of service. It is likely any signage would have been placed on the TfL part of the station advising of the lift outage around this time.
We apologise for the rare delay in changing the status of the lifts on the website. Ordinarily, the LUCC aim to publish any lift outages within five minutes of being notified. However, on this occasion, due to dealing with two other incidents at the same time they were not able to do this and the information was not published on Twitter until 18.59. Once the issue came to light when station staff at Liverpool Street called the LUCC again, the information was immediately published on the usual channels.
The process for TfL advertising lifts out of service is that once station staff become aware that a lift is out of service, they call the LUCC or report it using an app, often both. Once the LUCC receive notification we aim to publish the information on the TfL website within five minutes of being notified. When the lift is returned to service, station staff call LUCC to advise and we reverse the process. We were notified that the lift was back in service at 17:59 on 12 September. If this is not the information you are looking for please feel free to contact me.
Please see the attached information sheet for details of your right to appeal.
Yours sincerely
Gemma Jacob Senior FOI Case Officer FOI Case Management Team General Counsel Transport for London
