Request ID: FOI-1261-2223 Date published: 21 September 2022
You asked
Please disclose the following information under the terms of FOI:
-the duration, reasons and total number of escalator closures at Cutty Sark DLR since 1 April 2021
-the duration, reasons and total number of lift closures at Cutty Sark DLR since 1 April 2021
-if any of the closures lasts is for longer than specified period (i.e. if a closure has been ongoing since before 1 April 2021), then please disclose its total duration and the reason for it
-the number of recorded complaints received by TfL's customer service function regarding Cutty Sark DLR station (all, not just regarding escalators and lifts) since 1 April 2021.
We answered
Our Ref: FOI-1261-2223
Thank you for your request received on 22 August 2022 asking for information about the lifts and escalators (L&E) at DLR Cutty Sark station.
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 do hold the information you require.
Like all of our assets such as trains and track, we have a continual programme of maintenance and renewal for our lifts and escalators to ensure they are reliable and safe to use for our customers. Our lifts receive a routine maintenance check every two weeks, a full MOT every six months, and a partial refurbishment every five years. Lifts are due to be fully replaced every 10 to 20 years, depending on the type of machine. Due to the nature of the work, replacement and refurbishment can take a number of months to complete.
Escalator and lift replacement and refurbishment works can be a lengthy process due to the size and difficulty of the task. We continue to look at ways to reduce the amount of disruption on our customers while we undertake lift and escalator refurbishment and replacement. For example, we will sometimes replace more than one lift at a time to reduce the overall time they are unavailable. We also continue to invest in vital improvements to the transport network including making more stations fully accessible across London.
At Cutty Sark there are four escalators and one lift to the station platform. The escalators are currently going through a partial refurbishment which will help ensure reliability is maintained, whilst allowing our customers to still use the station. Work on two escalators has been completed with work is expected to be completed on the remaining two by November 2022.
You asked for:
• The duration, reasons and total number of escalator closures at Cutty Sark DLR since 1 April 2021 • The duration, reasons and total number of lift closures at Cutty Sark DLR since 1 April 2021
Please see the table below for the dates covered by each period:
Year
2021/22
2022/23
Period
Start
End
Start
End
1
01/04/2021
01/05/2021
01/04/2022
30/04/2022
2
02/05/2021
29/05/2021
01/05/2022
28/05/2022
3
30/05/2021
26/06/2021
29/05/2022
25/06/2022
4
27/06/2021
24/07/2021
26/06/2022
23/07/2022
5
25/07/2021
21/08/2021
24/07/2022
20/08/2022
6
22/08/2021
18/09/2021
21/08/2022
17/09/2022
7
19/09/2021
16/10/2021
18/09/2022
15/10/2022
8
17/10/2021
13/11/2021
16/10/2022
12/11/2022
9
14/11/2021
11/12/2021
13/11/2022
10/12/2022
10
12/12/2021
08/01/2022
11/12/2022
07/01/2023
11
09/01/2022
05/02/2022
08/01/2023
04/02/2023
12
06/02/2022
05/03/2022
05/02/2023
04/03/2023
13
06/03/2022
31/03/2022
05/03/2023
31/03/2023
Please see the requested information attached.
• If any of the closures lasts is for longer than specified period (i.e. if a closure has been ongoing since before 1 April 2021), then please disclose its total duration and the reason for it
All Cutty Sark L&E assets were operational when they were taken into the TfL portfolio in April 2021. These had previously been maintained by City Greenwich Lewisham (CGL) Rail, the PFI that funded the extension to Greenwich and Lewisham and responsible for all maintenance of that section from 1999 until early 2021.
• The number of recorded complaints received by TfL's customer service function regarding Cutty Sark DLR station (all, not just regarding escalators and lifts) since 1 April 2021
Please see the requested information in the table below, please note these figures are from 1 April 2021 up to the date of your request:
Issue
Total
Escalators
39
Cleanliness
5
Lift
3
Staff
3
Ticket Machine
1
Lighting
1
Total
52
If this is not the information you are looking for, or if you are unable to access it for some reason, 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