Can you please provide me with the data from 2015 to this date. All requests are for the Tube lines: Central, Northern and Piccadilly only. 1. What is the feedback that is left by customers - on Tube Including: complaint, positive feedback, safety issues and incidents. Please see below for a request to arrange the information in a certain way if possible on excel. 2. What is the total number of feedback left by customers, which line it is on (categorized in order of Central, Northern then Picadilly). Then categorised by total number of: complaint, positive feedback, safety issues and incidents. 3. What is the Total number of feedback (categorized in order of Central, Northern then Picadilly). 4. Was the feedback provided online or in person 5. What the actual response time is to the individual feedback 6. What steps are taken to the feedback and appeals 7. What is the frequency of a follow up with feedback post "resolution" If possible could you arrange the information in the following way on excel? Table 1 Column 1 Which line it is on (categorized in order of Central, Northern then Picadilly) Column 2 What is the date (chronological from 2015) and if possible the specific time (if possible in format Y-M-D 18:35 followed by the time in military format) Column 3 What is the feedback – if possible categorised by a. complaint b. positive feedback c. safety issues d. incidents Column 4 What the actual response time is to the feedback left to the patron (if possible in format Y-M-D 18:35 followed by the time in military format) Column 5 Was the information left in person or online Which line Which year What is the feedback Response Time Online/In Person Central Northern Picadilly Table 2 If you are unable to provide what the actual feedback is could you do the following: Column 1 Which line it is on (categorized in order of Central, Northern then Picadilly) Column 2 What date it is (chronological from 2015) and specific date and time (if possible in format Y-M-D 18:35 followed by the time in military format) Column 3 feedback provided Categorised by a. complaint b. positive feedback c. safety issues d. incidents Column 4 Column 4 What the actual response time is to the feedback left to the patron (if possible in format Y-M-D 18:35 followed by the time in military format) Column 5 Was the information left in person or online If you record averages could you please provide it them to me? What the average time taken is to respond to feedback Average frequency of response to actions past resolution Which line Which year Feedback by category Average response time Online/In Person Central Northern Picadilly

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Dear

TfL Ref: FOI-2248-1819

Thank you for your email received by Transport for London (TfL) on 25 November 2018, asking about customer feedback and complaints concerning Central, Northern and Piccadilly lines.

Your request has been considered in accordance with the requirements of the Freedom of Information (FOI) Act and our information access policy.  I can confirm we hold the information you require.

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.

We have estimated that it would cost approximately £125,000 to provide a response to your current request. This is because it is estimated that it would take in excess of 5,000 working hours to retrieve and compile the information you have requested.

In order to respond to your request we would have to manually review over 65,000 cases in the time frame specified for the lines requested. The time required to locate the requested information and compile it all would be a burdensome task.

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. If you want to refine your request or make a Freedom of Information Act request in future, please bear in mind that the Freedom of Information Act allows you to request recorded information held by Transport for London. You might consider limiting your request to a shorter period of time, geographical area or specific departments of TfL.

Furthermore, we use “Tube Line” and “Owning Tube Line” to record customers’ complaints/feedback. For example, a customer travels on the Central line to Oxford Circus and makes a complaint against a member of staff at the station. While they travelled on the Central line, the station is owned by the Bakerloo line, and would be recorded as such. However, if the same customer complained for instance about his train being delayed, then the complaint would go against the Central line and not the Bakerloo line. Therefore, if you submit a revised request, please also clarify which approach you would be interested in.  

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.

Yours sincerely

Eva Hextall

FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London

 

Good afternoon,

I am writing to you today to place two Freedom of Information requests. My preferred format to receive this information is electronically (excel files) but if it is not possible then I can accept hard copies. Please send me any information as it becomes available.

If you prefer I can also send the two FOI request separately! Please let me know what works better for you.

________________________________________________________________________

FOI 1:

Can you please provide me with the data from 2015 to this date. All requests are for the Tube lines: Central, Northern and Piccadilly only.

1. What is the feedback that is left by customers - on Tube

Including: complaint, positive feedback, safety issues and incidents.
Please see below for a request to arrange the information in a certain way if possible on excel.

1. What is the total number of feedback left by customers, which line it is on (categorized in order of Central, Northern then Picadilly). Then categorised by total number of: complaint, positive feedback, safety issues and incidents.

1. What is the Total number of feedback (categorized in order of Central, Northern then Picadilly).

1. Was the feedback provided online or in person

1. What the actual response time is to the individual feedback

1. What steps are taken to the feedback and appeals

1. What is the frequency of a follow up with feedback post "resolution"

If possible could you arrange the information in the following way on excel?

Table 1

Column 1 Which line it is on (categorized in order of Central, Northern then Picadilly)

Column 2 What is the date (chronological from 2015) and if possible the specific time (if possible in format Y-M-D 18:35 followed by the time in military format)

Column 3 What is the feedback – if possible categorised by a. complaint b. positive feedback c. safety issues d. incidents

Column 4 What the actual response time is to the feedback left to the patron (if possible in format Y-M-D 18:35 followed by the time in military format)

Column 5 Was the information left in person or online

Which line	Which year	What is the feedback	Response Time	Online/In Person
Central
Northern
Picadilly

Table 2

If you are unable to provide what the actual feedback is could you do the following:
Column 1 Which line it is on (categorized in order of Central, Northern then Picadilly)

Column 2 What date it is (chronological from 2015) and specific date and time (if possible in format Y-M-D 18:35 followed by the time in military format)

Column 3 feedback provided Categorised by a. complaint b. positive feedback c. safety issues d. incidents

Column 4 Column 4 What the actual response time is to the feedback left to the patron (if possible in format Y-M-D 18:35 followed by the time in military format)
Column 5 Was the information left in person or online

If you record averages could you please provide it them to me?

What the average time taken is to respond to feedback

Average frequency of response to actions past resolution

Which line	Which year	Feedback by category	Average response time	Online/In Person
Central
Northern
Picadilly

If the request is too broad or you offer any advice for alteration, under section 16 could you please provide me with assistance to my request to alter how it is formulated in a way that will help clarify?

Could you also please provide me evidence that have received these two requests?

Thank you so much for your time!

  

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