Dear Sir Madam, Pursuant to the Freedom of Information Act, I would like to request a copy of the mandatory customer satisfaction survey, which must be carried out every six months by an independant marketing company of more than 1000 people, as part of the contract between TFL and NCP to operate underground station car parks. Please could you also provide me with any correspondence relating to NCP and disability access relating to the contract, which is renewable this November.

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TfL Ref: 1576-1920

Thank you for your emails received by us on 27 August and 3 September 2019 asking for information about Transport for London (TfL) and the NCP Company.

Your request has been considered in accordance with the requirements of the Freedom of Information (FOI) Act and our information access policy. You asked for:

A copy of the mandatory customer satisfaction survey, which must be carried out every six months by an independant marketing company of more than 1000 people, as part of the contract between TFL and NCP to operate underground station car parks.

Please could you also provide me with any correspondence relating to NCP and disability access relating to the contract, which is renewable this November

As a time period please could you include all correspondence, emails, minutes of meetings relating to TFL and NCP Car Parks from January 2018 to August 2019?

Unfortunately, to provide the information you have requested would exceed the ‘appropriate limit’ of £450 set by the Freedom of Information (Appropriate Limit and Fees) Regulations 2004. Under section 12 of the FOI Act, we are not obliged to comply with a request if we estimate that the cost of determining whether we hold the information, locating and retrieving it and extracting it from other information would exceed the appropriate limit. This is calculated at £25 per hour for every hour spent on the activities described.

In order to process your full request we would need to conduct a broad search across TfL’s email archive for any and all emails making reference to NCP and/or disability access and then determine whether these results relate to TfL’s contract with NCP. This would require us to manually review a very large number of emails in order to extract and collate those that are relevant to your request.

I can advise that since the award of the contract in 2014, it was agreed between TfL and NCP that the survey frequency would change from half yearly to annual. TfL are currently in discussions with the British Parking Associate regarding Disabled Parking Accreditation and NCP are about to develop a plan to achieve this accreditation. Please note that our blue badge parking facility is free of charge.

To help bring the cost of responding to your request within the £450 limit, you may wish to consider narrowing its scope so that we can more easily locate, retrieve and extract the information you are seeking. For example you may wish to limit your request to the two Customer Satisfaction Surveys generated in 2017 and 2018 and we should be in a position to provide these.

Please note that we will not be taking further action until we receive your revised request.

In the meantime, if you have any queries or would like to discuss your request, 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

Information Governance

Transport For London

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