Request ID: FOI-4363-2324 Date published: 18 March 2024
You asked
I hereby submit a Freedom of Information request for the following: • Shift patterns for Customer Service Assistants 1 and 2 (CSAs) at the London Underground: holborn station However, it is submitted that this request is specific in nature. Please also include the non working days for the aforementioned shift patterns.
When do Assistants 1 and 2 (CSAs) receive their rotas. Do they get enough notice in between shifts
We answered
TfL Ref: FOI-4363-2324
Thank you for your request received by Transport for London (TfL) on 29th February 2024 asking for information about the shift patterns for Customer Service Assistants 1 and 2 Your request has been considered in accordance with the requirements of the Freedom of Information Act and our information access policy.
Specifically you asked: “I hereby submit a Freedom of Information request for the following: • Shift patterns for Customer Service Assistants 1 and 2 (CSAs) at the London Underground: holborn station However, it is submitted that this request is specific in nature. Please also include the non working days for the aforementioned shift patterns. When do Assistants 1 and 2 (CSAs) receive their rotas. Do they get enough notice in between shifts”.
I can confirm that we hold the information you require.
Please see the document attached.
There are 4 customer service assistant rosters for different positions summarised below. Roster P3a – Customer Service Assistant 1 Full time A 14 line roster (for 14 CSA1 positions) where the earliest shift times start at 0525 and latest finish at 0050. This roster includes one block of 4 cover weeks and the shift length is 8 hours (inclusive of 30 mins unpaid meal relief) Roster P5a - Customer Service Assistant 1 (Part Time 5D) A 4 line roster (for 4 CSA1 PT positions) where the shift time is 1600 until 2000 Monday-Friday. This roster includes one cover week and shift length is 4 hours Roster P6 - Customer Service Assistant 1 (Part Time 2D) A 4 line roster (for 4 CSA1 Night Tube) where the shift time is 2300 until 0700 Friday & Saturday nights. This roster includes one cover week and shift length is 8 hours (inclusive of 30 mins unpaid meal relief) Roster P7a - Customer Service Assistant 2 Full Time A 4 line roster (for 4 CSA2 positions) where the earliest shift start at 0725 and latest finish at 2200. This roster includes one cover week and shift length is 7.5 hours (inclusive of 30 mins unpaid meal relief) Shift Notice
For rostered shifts / weeks – staff have at least 28 days’ notice of rest days and duties. Once allocated rest days are guaranteed unless by mutual agreement. Shift start and finish times can be altered by up to 2 hours with 7 day’s notice.
For Cover weeks – Cover duties are confirmed on the Wednesday for the following week (commencing Sunday). Shift start and finish times can be altered by up to 2 hours with 24 hour’s notice. Anything beyond 2 hours requires 48 hour’s notice. Cover Weeks When a customer service assistant is on a cover week line of the roster, they can work at all areas in the cover group (Bank Area – includes Bank & Monument, St Paul’s Area – Includes St Paul’s & Chancery Lane stations) an overview of the adjoining areas shift times is summarised below. Full Time CSA1 Bank Area from 0510 until 0110 St Pauls Area from 0530 until 0050 Full Time CSA2 Bank Area from 0510 until 2315 St Pauls N/A Part Time CSA1 (5 Day) Bank Area from 1600 until 2100 St Pauls Area from 1500 until 2000
Part Time CSA1 (2 Day) Bank Area from 2300 until 0730 St Pauls Area from 2300 until 0730
Rest Between Shifts As per the station’s framework agreement, all customer service assistants receive a minimum of 12 hours rest between duties. In the event of an emergency situation rest between duties can be reduced to 10 or 8 hours, however this does not regularly occur.
Over Established CSA’s Customer Service Assistants deployed as over established sit off the roster and work to the same principles as cover weeks.
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
