FOI request detail

Customer Experience

Request ID: FOI-1808-1718
Date published: 24 October 2017

You asked

I would like to know what investigations have been carried out to ascertain why the request from TfL to MTR Crossrail was not received by MTR Crossrail. Following on from the investigation above I would like to know what conclusions have been reached regarding the request not being received by MTR Crossrail. Having investigated and concluded I would like to know what steps have been taken to ensure that the situation such as you describe below will not be repeated. This is a FOI Act request.

We answered

TfL Ref: 1808-1718

Thank you for your request received by Transport for London (TfL) on 3 October 2017 asking for information about what investigations have been carried out to ascertain why your previous request was not received by MTR Crossrail.

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.

I would like to know what investigations have been carried out to ascertain why the request from TfL to MTR Crossrail was not received by MTR Crossrail.

Our Customer Services team  have carried out an initial investigation, which shows that the hand-off was sent to MTR successfully. However,  they will carry out a full investigation to ascertain whether this was indeed a system issue and mitigate this going forward if necessary.

Following on from the investigation above I would like to know what conclusions have been reached regarding the request not being received by MTR Crossrail.

This will be decided by the investigation outcome conducted by Customer Services.

Having investigated and concluded I would like to know what steps have been taken to ensure that the situation such as you describe below will not be repeated.

Again, this will be determined by the outcome of the investigation.

If this is not the information you are looking for 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

Back to top

Want to make a request?

We'll email you the response within 20 working days.


We'll publish the response online without disclosing any personal information.