Grateful if you can please publish customer, passenger and stakeholder feedback received from the February 2018 two-week Brockley Station one-way trial. Thank you

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Our ref: FOI-4593-1718/GH

Thank you for your request received by Transport for London (TfL) on 19 February 2018 asking for information about the Brockley Station one-way trial.

Your request has been considered under the requirements of the Freedom of Information Act 2000 and our information access policy. I can confirm that we do hold the information you require.

We are very sorry that the changes which were trialled at Brockley station confused some of our customers. The ten day trial was an Arriva Rail (ARL) initiative and was intended to prevent crowding on the northbound platform during the morning peak, and therefore improve safety for everyone.

• On the first two days of the trial, some un-related train cancellations intensified how busy this station can get during morning peak.

• This trial was advertised before commencing, including via customer emails, social media and posters at the station.

• This is an initiative by Arriva Rail London, who operate London Overground for TfL.

From 1 February 2018, we received 159 contacts relating to the Brockley Station trial. Of these, 135 (85%) were complaints, 23 (14%) were enquiries, and 1 was a staff member commendation.

Please see below the points noted from feedback following this trial:

• Customer complaints have been taken very seriously and responded to via the appropriate channels
• Staff have concluded that customers are more evenly positioned across the platforms thus improving safety and board and alighting with ease
• Drivers have highlighted the dispatch corridor has been cleared quickly for them to depart safely
• Performance : average dwell time per train before trial: 41 seconds, average dwell time per train during the trial: 37 seconds. The trial would indicate successfully reduced dwell time per train by 4 seconds
• Staff and management have reported visible reduction on over crowding on platform 1, with a better balance between demand and capacity at the right time
• The safety team visited Brockley Station and had no safety concerns with the system

From an Operational Performance perspective it was deemed a successful trial.  We have asked ARL to look at what other options could be feasible at Brockley rather than a one way system. We are hoping to find an alternative solution that not only gives us performance benefit but also benefits the customers waiting.

If you are not satisfied with this response please see the attached information sheet for details of your right to appeal.

Yours sincerely

Graham Hurt

FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London

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