• The current service specification for bus route 404 which includes the extension to the Cane Hill Estate. • Any feedback/comments/suggestions/complaints that TfL have received via Customer Services with regards to routes 404, 434, 246 and 359 from 1st January 2020 to 31st March 2020 be it via email, letter or telephone. • Copy of lost mileage reports or documents submitted by the operator(s) to TfL detailing the reasons as to why the lost mileage occurred on route 404 and 434 within the month of March 2020. and • Any documentation regards the route test that was undertaken on route 404 (I.e the risk assessment, notes and results and advisories) on the Tollers Lane Estate and on the Cane Hill Estate prior to the route being approved to serve these areas.

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TfL Ref: 1328-2021

Thank you for your revised request received by Transport for London (TfL) on 11 October 2020 asking for information about bus routes 404, 434, 246 and 359.

Your requests have been considered under the requirements of the Freedom of Information Act 2000 and our information access policy. I can confirm that we hold the information you require.

You asked for:

• The current service specification for bus route 404 which includes the extension to the Cane Hill Estate.
• Any feedback/comments/suggestions/complaints that TfL have received via Customer Services with regards to routes 404, 434, 246 and 359 from 1st January 2020 to 31st March 2020 be it via email, letter or telephone.

• Copy of lost mileage reports or documents submitted by the operator(s) to TfL detailing the reasons as to why the lost mileage occurred on route 404 and 434 within the month of March 2020.
• Any documentation regards the route test that was undertaken on route 404 (I.e the risk assessment, notes and results and advisories) on the Tollers Lane Estate and on the Cane Hill Estate prior to the route being approved to serve these areas.

Please find attached:

• The tender specification and the most recent service specifications for Route No. 404.

• A document showing the complaints information we hold on issues to do with the routes and bus stops on the routes you’ve asked about for the time period January to March 2020. The data has been extracted by running a system report from our complaints database on complaints received about route numbers 404, 434, 246 and 359.

• Bus Operators do not submit any papers or electronic forms to TfL - mileage is coded and submitted by Bus Operators electronically via the Missing Trip Verification (MTV) application;  operators can give a reason for the curtailment when they are entering the data into the system.  All the mileage - lost and operated - is shown by the 4 reports attached which shows all operated and lost trips in March. The operated trips are shown as observed departure times at each stop. All missing trips segments are clearly marked as “Operated, no time available” or “Lost due to ###”. In some instances, route 404 was using incorrect or missing schedules for a few days. In these cases, the tracking data is disregarded and is not available (as it has no use to us for monitoring performance purposes).

Also attached is a document which we produced manually which shows a summary of lost mileage summary by cause.

• Route test notes.

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’.

If you are considering submitting a further FOI request please think carefully about whether the request is essential at this current time, as answering FOI requests will require the use of limited resources and the attention of staff who could be supporting other essential activity. Where requests are made, please note that our response time may be impacted 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

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