Hi, I am requesting the following information under FOI. K2 bus service to Kingston hospital route performance report 1 September 2018 to 26 February 2019. Report must contain every single journey where k2 bus service didn't meet the service level agreement timescales and a summary of what actions were undertaken by TfL with the service provider. I would also like information on total no. Of complaints received for k2 bus service on both routes towards hook and towards Kingston hospital between January 2018 to 26 February 2019 and what actions by TfL were taken to reduce or act upon the complaints received. And finally what measures are in place for end user for their complaint resolution and to be compensated for continuously bad service provided by TfL bus service provider. If you cannot provide all of this information or need more information please feel free to contact me via email only.

---

TfL Ref: FOI-3205-1819

Thank you for your request which we received on 27 February 2019.

Your request will be processed in accordance with the requirements of the Freedom of Information Act and TfL’s information access policy. 

Your request has been considered in accordance with the requirements of the Freedom of Information Act and our information access policy.  I can confirm we hold some of the information you require. You asked:

K2 bus service to Kingston hospital route performance report 1 September 2018 to 26 February 2019. Report must contain every single journey where k2 bus service didn't meet the service level agreement timescales  and a summary of what actions were undertaken by TfL with the service provider. 

We publish reliability information on all our bus routes. This is available at http://content.tfl.gov.uk/2018-19-q3-network-performance-summary.pdf  This is a summary at quarterly level. We do not produce a report which would compare every trip at every point with the service level agreement because route K2 is high frequency and therefore is monitored on the headway between buses rather than the punctuality of each trip.

Unfortunately, we do not hold specific records of any action we have undertaken with the bus operator regarding the route’s reliability.

I would also like information on total no. Of complaints received for k2 bus service on both routes towards hook and towards Kingston hospital between January 2018 to 26 February 2019 and what actions by TfL were taken to reduce or act upon the complaints received.

Please find the information in the attached spreadsheet. The complaints are broken down by category and where they were sent to action. Every complaint is different and considered on it’s own merits. Actions are taken were possible to prevent the reoccurrences of problems. In most cases, complaints are handed off to the relevant bus operator, who would then be addressing any issues.

And finally what measures are in place for end user for their complaint resolution and to be compensated for continuously bad service provided by TfL bus service provider.

If we or our contractors fail to run the scheduled services or if there are delays to those services, customers may be compensated. Compensations are considered in line with the Transport for London or National Rail Conditions of Carriage which can be found here http://content.tfl.gov.uk/tfl-conditions-of-carriage.pdf  Please contact TfL Customer Services on 0343 222 1234for guidance if you are seeking a compensation.

If this is not the information you are looking for, or if you are unable to access it for some 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 Officer

FOI Case Management Team

General Counsel

Transport for London

Attachments

Back to top

---