FOI request detail

Complaints about air conditioning

Request ID: FOI-1845-1819
Date published: 26 October 2018

You asked

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 ?

We answered

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 1st May 2018 – 31st 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

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.