FOI request detail

Promotion of Whitechapel Mission

Request ID: FOI-3044-1920
Date published: 04 February 2020

You asked

Please can you release minutes of meetings relating to the decision making process that lead to the adoption of the current campaign promoting donations to Whitechapel Mission? Please can you also state the funds spent to date in promotion of Whitechapel Mission on TfL services?

We answered

TfL Ref: 3044-1920

Thank you for your request received by Transport for London (TfL) on 12 January 2020 asking for information about our London Overground announcements referring to Whitechapel Mission.

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. You asked: Please can you release minutes of meetings relating to the decision making process that lead to the adoption of the current campaign promoting donations to Whitechapel Mission?  Please can you also state the funds spent to date in promotion of Whitechapel Mission on TfL services?

On London Overground’s East London Line, there were growing concerns over people begging on trains and in stations, both in terms of safeguarding vulnerable people but also dealing with the aggressive and antisocial nature of some of the begging which was intimidating for staff and customers. TfL, Arriva Rail London (who operate train services on the line, under a concession agreement) and the British Transport Police have been working together to tackle the issue while helping to ensure that people who are in need of support are directed to appropriate support services.

We know from recent petitions and customer feedback that our customers want to help and encouraging people to give to charities, rather than giving directly to people begging is one way they can do this. This has led to us trialling a new communication approach to let our customers know how they can help rough sleepers and those begging on our services.

We are trialling the use of announcements, messages on passenger information system and posters to provide information to customers letting them know that they can donate to the East London Line’s chosen local charity, Whitechapel Mission, which will help to ensure that their donations are used carefully to support people in genuine need.

The Whitechapel Mission is very active in the local community and offers a wide range of support services for people who need them.

Since the trial went live, Whitechapel Mission has seen an increase in donations from London Overground customers, which has enabled them to support and safeguard more vulnerable people.                                                                              

We continue to work together to work together to ensure that the network is and feels safe and secure for our staff and customers. We remain committed to supporting the Mayor’s ambition to help people off the streets and to safeguard the most vulnerable.

We do not hold any minutes of any meetings where a decision was taken to run the announcements.  The discussion started as part of a regular weekly 30-minute catch up with our London Overground colleagues in the business, press office and customer teams. It was never intended that minutes be taken at these update meetings. As part of the discussion at the meetings, it was agreed to progress this initiative and the detail was then taken forward at a series of bilateral meetings, involving Arriva Rail London (ARL) and ourselves. The key reason behind the decision to run the announcements was to protect staff and customers and improve the journey experience.

With regard to the second part of your request, we can confirm that the following costs have been incurred:

  • Implementation of station PA announcements – 0
  • Recording and implementation of on-train AV passenger information system message – £12,719.64
  • Print and installation of on-train sign – £6,477.36
  • Station poster – creative £200 (TfL paid this); print £250 (ARL paid this)

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

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