1) Can you tell me exactly how many complaints Transport for London recieved about air conditioning on buses not working from 1st may 2018 - 31st august 2018 in total ? 2) how many complaints did Arriva north london recieve, during the same time period ? 3) How many complaints did Stamford Hill garage recieve during that time period ? 4) who would you (TFL) address these complaints to at Stamford Hill garage ? Ie, the Operating manager, the deputy manager, the engineering team or a dedicated complaint team ?

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TfL Ref: 1845-1819

Thank you for your request received by Transport for London (TfL) on 12 October 2018 asking for information concerning complaints about air conditioning on our buses.

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 some of the information you require.

We’ve searched our complaints database (Microsoft Dynamics - MSD) for all complaints about air conditioning on buses received from 1^st May 2018 – 31^st August 2018 logged under the following codes:

Core Motivation:

Built environment (on and off-board)

Explanation Category:

On-board: Built Environment

Explanation Sub Category:

On-board

Explanation:

Temperature - Too hot

Explanation:

Temperature - Too cold

1)  The data we hold on the number of complaints received about air conditioning on buses not working from 1st May 2018  - 31st August 2018 in total, broken down by bus operator, is as below:

Bus Operator	Number of Complaints
ABELLIO LONDON	43
Temperature - Too hot	43
ABELLIO LONDON (WEST)	10
Temperature - Too hot	10
ARRIVA LONDON NORTH	52
Temperature - Too cold	1
Temperature - Too hot	51
ARRIVA LONDON SOUTH	13
Temperature - Too hot	13
BLUE TRIANGLE	16
Temperature - Too hot	16
C T PLUS	3
Temperature - Too cold	1
Temperature - Too hot	2
DOCKLANDS BUSES	2
Temperature - Too hot	2
EAST LONDON	16
Temperature - Too hot	16
LONDON CENTRAL	19
Temperature - Too hot	19
LONDON GENERAL	22
Temperature - Too cold	3
Temperature - Too hot	19
LONDON SOVEREIGN	2
Temperature - Too hot	2
LONDON UNITED	50
Temperature - Too cold	2
Temperature - Too hot	48
METROBUS	1
Temperature - Too hot	1
METROLINE	44
Temperature - Too cold	1
Temperature - Too hot	43
METROLINE WEST	7
Temperature - Too hot	7
QUALITY LINE	3
Temperature - Too hot	3
SELKENT	7
Temperature - Too hot	7
TOWER TRANSIT	11
Temperature - Too hot	11
(blank)	41
Temperature - Too cold	1
Temperature - Too hot	40
Total	362

2) Please see the table above.

3) How many complaints did Stamford Hill garage receive during that time period?

12 complaints.

4) who would you (TFL) address these  complaints  to at Stamford Hill garage ? Ie, the Operating manager, the deputy manager, the engineering team  or a dedicated complaint team ?

All bus complaints sent to Arriva via our reporting system (Microsoft Dynamics (MSD)) are sent to one team inbox and five Arriva staff members currently have access to this inbox.

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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