1. Are there any recorded complaints from people with Dementia / Alzheimer's using the London Underground? If so, how many and what issues are they surrounding? 2. Is there anything currently in place to help people with Dementia / Alzheimer's navigate the Underground? Thank you for your help!

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TfL Ref: FOI-2184-2021

Thank you for your request of 28^th January 2021 asking for information about complaints received by London Underground in relation to passengers with dementia or Alzheimer’s.

Your request has been considered in accordance with the requirements of the Freedom of Information Act and our information access policy. 

Specifically you asked:

“1. Are there any recorded complaints from people with Dementia / Alzheimer's using the London Underground? If so, how many and what issues are they surrounding?

2. Is there anything currently in place to help people with Dementia / Alzheimer's navigate the Underground?”

I can confirm that we hold the information you require. We have searched our Customer Services records for the calendar year 2020 for any cases containing the words “dementia” or “Alzheimer’s”, and then filtered by the categories “London Underground” and “complaint”. No returns were found (note that we did receive such complaints in relation to other transport modes - mostly buses - but there was nothing identified specifically for the Underground).

The following pages of our website provide information for passengers that may require assistance with their journeys, including the document “Accessible travel in London: Your guide to the help and support available to you”:

https://tfl.gov.uk/transport-accessibility/

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.

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.

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,

David Wells

FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London

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