TfL Ref: FOI-2547-2324
Thank you again for your request which we received on 16 October 2023. You asked for information about incidents on the London Underground, specifically if a train is delayed by 20 minutes involving a mobility impaired person not being able to alight.
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. You specifically asked:
When an incident occurs on the London Underground network, who is responsible for recording the said incident?
What details are recorded by London Underground Control Centre at station level?
I understand that there is another information system to which TfL staff have access on which incidents are also recorded ("second system"). For incidents to be recorded on this second system, is there a criteria to be met? If so, please could you provide a copy of this detailing how the individual responsible for recording incidents decides whether the incident is recorded on this second system.
Further, in what specific circumstances would require for an, incident not to be recorded on this second system?
If a train was delayed from leaving the station for at least 20 minutes involving a mobility impaired person not being able to alight due to a lack of a portable ramp available at that platform, how would this be recorded on which systems and by whom? Would there be an expectation that this would be reported or made accessible to TfL.
If a train was delayed by 20 minutes for any reason, this would come to the attention of station staff, the Line Controller and most likely LU Control Centre. In some instances, it would trigger a service suspension message to be published if trains were not able to run around the incident.
We would expect station staff to make an entry to the station log book where an incident such as this involved a customer not being able to alight form a train.
A delay of 20 minutes would also be recorded by the Line Information Specialist (at the line Control Centre) and be reported on the service manager’s daily report. Such a delay might cause significant disruption, depending on where it occurred.
If the incident resulted in us advertising a service delay, this would be logged on the LUCC’s SAFE logging system and also recorded on NOC Admin, which is the system we use to publish delay messages on the TfL website.
The level of detail about the particulars of the incident may vary and will depend on what is known to those logging the information at the time.
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
Eva Hextall
FOI Case Management Team
General Counsel
Transport for London
