Question relating to a Disabled persons protection policy

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TfL Ref: FOI-2827-1920

Thank you for your letter (attached) received by Transport for London on 13th December 2019 asking for information about polices and assistance in regards to disabled passengers.

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. Your questions are answered in turn below:

Question 1: Do you have a Disabled Persons Protection Policy? May we have sight of this?

Answer: TfL’s Equality and Assistance policies, and future plans, can be found on our website here: https://tfl.gov.uk/transport-accessibility/equality-policy-and-future-plans

In accordance with section 21 of the FOI Act, we are not obliged to supply you with a copy of the requested information as it is already accessible to you elsewhere.

Question 2: Do you have a passenger leaflet for disabled persons, including blind and partially sighted persons? May we have sight of this?

Answer:  There are a range of accessibility guides and maps available on our website here: https://tfl.gov.uk/forms/12387.aspx, including an Accessible Travel leaflet for TfL Customers called ‘Getting Around London’ which is available here: http://content.tfl.gov.uk/uploads/forms/getting-around-london-large-print.pdf.  

In accordance with section 21 of the FOI Act, we are not obliged to supply you with a copy of the requested information as it is already accessible to you elsewhere.

Question 3: How do you communicate the contents of the passenger leaflet in a format which makes it available for blind and partially sighted persons?

Answer:  The ‘Getting Around London’ guide is available in large print and braille. The guides listed on the TfL Accessibility page (https://tfl.gov.uk/forms/12387.aspx) can be ordered online (free) and will be posted to the customer. We also link to ‘Describe-Online’ from the Accessibility Guides section of the TfL website which has audio information about TfL’s services: https://www.describe-online.com/lul/londonundergroundstations.htm

Question 4: Do you operate a Passenger Assist Call Ahead system whereby blind persons may arrange for travel assistance?

Answer: We operate a ‘Turn Up and Go’ (TUAG) service on the London Underground, London Overground and some TfL Rail services. This means a customer can turn up at a station and request assistance with their journey then and there. There is no need to book the TUAG service, but you can also book assistance in advance on London Overground and TfL Rail as part of the national Passenger Assist service. More information is available here: https://tfl.gov.uk/transport-accessibility/help-from-staff 

Question 5: If so, what is the notice period?

Answer: There is no notice period for our Turn Up and Go service.

Question 6: What does that travel assistance consist of:-

(a) When boarding the train

(b) When exiting the trains

(c) Are there on-board station arrival announcements?

Answer: Everyone is welcome to use our Turn Up and Go service – it is popular with customers with visual impairments and/or mobility impairments, and groups. We will:

      

• Help the customer to get from the station entrance to the platform at the start of their journey

• Help the customer get on / off the train including deploying a ramp if required (where available)

• Arrange for the customer to be helped off the train at any interchange stations, and to help them board their next train

• Help the customer get off the train at their final destination, and back up to the station exit at the end of their journey

• Let the customer know if there are unplanned disruptions on the network and suggest alternative step free access routes

We ask that customers are responsible for their own luggage and possessions including buggies.

       

Depending on the Tube Line (this varies by Line and train rolling stock) there are driver PA announcements about the next station / final destination and also some dotmatrix display screens on the train showing the next station.

Question 7: Do ticketing staff receive training in terms of the Equality Act 2010?

Answer: We have been running ongoing Disability Equality Training (DET) courses for LU operational staff since 2017, which includes training on the Equality Act 2010. In 2018/19, we delivered DET to over 400 LU front line operational staff. We have a pan-TfL DET contract with specialist training providers and use disabled trainers to deliver the course content.

Question 8: Do employees such as drivers receive training in terms of the Equality Act 2010?

Answer: Our LU driver induction training includes some DET content as our drivers are instrumental in helping deliver our Turn Up and Go service. We are not currently delivering a specific DET course for drivers.

Question 9: What does the training say with regard to blind and partially sighted persons?

Answer: Our DET training educates staff on ‘The Social Model of Disability’ (the approach adopted by TfL) and our legal duty to all disabled customers. The training does not go into specific detail on the medical condition and requirements of blind / partially sighted customers, or for any other specific disabilities. We discuss the barriers that are faced by all disabled people and try to help staff gain a better understanding of disabled customers’ needs. There is an interactive exercise on language and information on top tips, tools and resources that staff can use. We also offer the opportunity for staff to go out with a disabled customer on a journey around the network using a variety of transport modes. This gives attendees first hand experience on what it is like using public transport as a disabled person - these sessions can last between 2-3 hours and have always been very well received by staff.

We are working collaboratively with the Department for Transport and other Train Operating Companies to ensure we have a consistent approach to the content and delivery of all Disability Equality Training in the future.

Question 10: Are station staff able to communicate with on-board drivers, and vice-versa, in the course of travel?

Answer: There is an operational radio and telephone system that enables Train Drivers to communicate with Service Control (Line Operations team) who in turn communicate with our Stations based on clear processes and procedures. The Turn Up and Go Service is provided by station staff, the Line Operations team and Train Drivers all working together to ensure the customer is assisted and supported on their journey. We have developed an internal app called the Station Real Time Information app which is used by staff (on iPads) to record and manage Turn Up and Go journeys. This app is designed to improve the quality and consistency of our TUAG service.

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,

David Wells

FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London

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