London Overground performance

Information and tickets

Provision of information during the journey

We provide a range of customer information at our stations, including timetable posters, rail and Tube maps, station services posters, fares information and information about planned closures.

Our stations have a combination of customer information screens and public announcement systems to provide accurate, clear and consistent audio-visual information.

All our trains are equipped with public address systems and customer information screens to provide audio announcements and visual displays, allowing enough time to prepare to leave the train at the required destination. Automated announcements advising the next station are made after departure from the previous station and again before arrival.

The Transport for London (TfL) customer contact centre is available to provide information about London Overground services including timetables and information on fares.

Customers also have access to various journey planning tools, and live information to check their journey before travel - see the Travel tools page.

Staff

Staff are available at all stations from first to last train if further assistance or information is required. They are issued with smart devices and can access a wide range of information to help with any queries, including fares and journey planning.

Our staff are regularly audited through a mystery shopper regime and are assessed on their ability to provide a welcoming, approachable, proactive and knowledgeable presence.

Ticket buying facilities

While most of our customers travel with Oyster and contactless cards, our ticket office staff are able to provide advice on and sell the most appropriate ticket for the journey including discounted fares. Ticket office opening hours vary.

We have self-service ticket vending machines (TVMs) at all stations. These comply with the Department for Transport Code of Practice (Design Standards for Accessible Railway Stations, March 2015, section N2. Ticket sales points - ticket vending machines) and can issue tickets at a reduced rate to holders of a Disabled Persons Railcard and to the holder's companion.

We are currently reviewing the process of purchasing tickets using TVMs to ensure that all steps are as inclusively user-friendly as possible. This includes developments such as information notifications on selected tickets.

Information to disabled people and persons with reduced mobility

We are committed to providing important audio and visual travel information so that it can be accessed as easily as possible. Our stations offer audio information through the PA system where both local and centralised announcements can be made both in the booking hall area and on the platforms. All stations have Help Points installed with Hearing Loops linked to a 24/7 Customer Information team, to ensure that service information is always available, especially during times of disruption.

Our station staff are available at all times and have access to applications on smart phones and mobile devices to help provide a range of information to customers including directions, how to make connections with other modes of transport as well as onward connection information and local maps of our stations and to provide assistance in times of disruption.

We also have PA systems and information screens on our trains to provide audio announcements and visual information. There is also an intercom to connect with the driver at the designated accessible space. Our drivers are trained to speak slowly and distinctly in a clear, concise and confident manner and they will announce any unscheduled station stops. They will also make a brief announcement when a train has been delayed for two minutes, providing reassurance and the reason (if known) will be given.

Our staff undergo regular disability awareness training and we are committed to improving awareness and our facilities for our customers.

Information on accessibility, access conditions and availability of onboard facilities for disabled people and people with reduced mobility is available from TfL contact centres and on the Transport accessibility web page. A range of resources is also provided in readable and audio formats to explain the network's accessibility - see the Access guides page. They're also available on request from the contact centre

Punctuality of services and general principles to cope with disruptions

Running an urban metro high frequency service means it's important that our trains run on time. We make every effort to ensure we maintain high standards of punctuality.

Punctuality Performance for 2020

  • 92.9% of trains arrival within 3 minutes
  • 94.6% of trains arrival within 5 minutes
  • 86.1% of trains right time start
  • 9.9% of trains delayed <60 minutes
  • 0% of trains delayed >60 minutes
  • 4% trains cancelled

There are occasions, usually outside of our control, where trains may be delayed or disrupted. When this is the case, we will do everything we can to ensure that, wherever possible, customers are able to continue their journey.

Our thresholds for disruption are based on our delay matrix, which has been agreed with TfL and uses the line statuses that are common with other TfL modes.

Line status Definition
Good service Trains are running normally
Minor delays Trains are running but with short delays
Severe delays Trains are running but with longer delays. Overcrowding and short notice changes are likely
Part-suspended Trains are running but not to all stations. Overcrowding and short notice changes are likely
Suspended Trains are not running

Operational contingency plans

We have operational contingency plans which are designed to reduce inconvenience caused to customers during disruption. Our key contingency plans are:

  • Operational contingency plans: individual plans for each of our lines of route, agreed with Network Rail and/or other train operators. These provide clear guidance to our Control team regarding the services we can operate when access to infrastructure is restricted
  • Stranded trains procedure: this provides guidance to our Control team regarding the process to be adopted if a train is stranded as well as information for the support teams who may be asked to attend the incident
  • Defective on-train equipment procedure: these plans provide guidance on managing defects to equipment on our fleet
  • Incident response procedure: these plans provide guidance on how to respond to various types of incidents which may affect our network, helping to minimise disruption
  • Key route strategy: these plans, which include emergency timetables, provide clarity regarding the services we will operate during extreme weather conditions when access to infrastructure may be limited

The decision to implement these contingency plans is taken by our control team in conjunction with the relevant Network Rail Control.

When our services are disrupted, our control team will:

  • Issue a disruption message issued within 10 minutes of known or likely delays
  • Issue updates every 20 minutes
  • Display and updates customer information screens
  • Broadcast information over PA system every 5 minutes
  • Ensure accurate information is provided to National Rail and TfL
  • Arrange for ticket acceptance

Our station teams will:

  • Be visible and available to proactively assist
  • Ensure information about the delays/disruption is fully visible to customers entering the station
  • Consider closing the station if disruption is severe or service suspended
  • Make regular announcements ensuring customers are kept fully aware
  • Assist customers by providing alternative routes to their destination
  • Look out for any customers with disabilities or reduced mobility and provide additional assistance, arranging for alternative transport as necessary.
  • Encourage customers to claim a service delay refund if eligible

Each of our stations has a 'Disruption Kit', an easily accessible box of useful tools for staff to deliver the service to our customers during service disruption. The kits, containing items such as our alternative route plans, local bus route maps, barrier tape, loudhailers and high visibility clothing, are reviewed periodically by our Station Management Team to ensure that all equipment is available and in working condition.

On the train we will:

  • Make an announcement as soon as possible following a prolonged station stop
  • Provide an update every 2-5 minutes, reducing to 10 minutes if the delay continues
  • Give an update on the delay and arrival times once on the move

Last train policy

We aim to ensure customers whose last train is cancelled or who will miss their last connecting services due to disruption are not stranded with no alternative options. In such circumstances, we will arrange for alternative transport.

Delay Compensation Policy

Service delay refunds are available to customers who are delayed by more than 30 minutes on London Overground for reasons within our control.

Claims must be made via the TfL website - see the London Overground and TfL Rail delays page.

Cleanliness

Train cleaning

Our trains are cleaned at one end of each turnaround journey during the hours of operation. They are also cleaned overnight, have a weekly clean and a deep clean every month.

There are no accessible toilets on board any of our trains, but many of our stations have free access to toilets if required. More information where toilets are located on the London Overground route see the Tube toilet map on the Accessibility guides page.

Performance: on board cleaning

In 2020, the results of the National Rail Passenger Survey (NRPS) showed 83% of our customers were satisfied with the level of cleanliness inside our trains. We are also surveyed on a quarterly basis as part of our contract with TfL, although our Customer Satisfaction Survey (CSS) was suspended for most of 2020, resuming in the latter half.

Our CSS results for cleanliness on the train showed 73.5% of customers were satisfied.

Air flow

50% of the air that gets circulated through the trains is fresh air, not recycled or conditioned.

Measurements of airflow taken are:

  • Fresh air flow rates in normal and emergency ventilation
  • Velocities at the supply air diffusers
  • Velocities in the area of standing and seated passengers in the saloon

Stations

We operate on a strict regime of Key Performance Targets to ensure the station environment is clean and comfortable and all station assets are good working order.

Cleaners are present at our stations for most of the day to keep the station environment as clean, safe and clear of litter as possible. We also have a programme of regular deep cleans.

In 2020, the results of the NRPS showed 75% of our customers were satisfied with the level of cleanliness at stations. Our TfL CSS results for cleanliness at stations showed 70.3% of customers were satisfied.

Customer satisfaction

We continuously monitor customer satisfaction through our contracted TfL metrics, namely the CSS and Staff Information Survey. We also use our customer complaints as a guide to how we can improve our levels of satisfaction.

The NRPS is not a contractual measure, but is also an important source of information.

All this customer feedback is used across the business to direct long-term strategy, and tactically by customer-facing teams to help improve customer service.

Satisfaction results 2020

Measure NRPS CSS
Punctuality/reliability (ie train arriving/departing on time) 74 86.4
Usefulness of information about the delay 44 57.1
Provision of information about train times/platforms 81 85.3
Upkeep and repair of the train 80 82.5
Your personal security while using the station 69 85.2
Your personal security whilst using the train 72 86.7
Provision of information during the journey 78 83.7
Cleanliness of the inside of the train 83 81.8
Cleanliness of station facilities 75 84.7

Complaints and compensation

All customer correspondence is handled by the TfL Customer Contact Centre. The team is available to speak to customers over the phone and to reply to any queries and complaints via email and webform. This team also responds in cases where customers praise our service, requests for compensation due to delays and compensation requests on a case by case basis.

Once received, complaints and commendations are forwarded to our TfL liaison manager who will pass the complaint or commendation to the relevant manager for investigation. We work to strict timelines to ensure the team at the contact centre can respond the correspondence in a timely manner.

We take all customer complaints seriously and use them to inform our customer experience improvement strategies together with our customer metrics.

The contact centre team will use the customer's preferred contact method when responding to a complaint. Information on how to submit a complaint about our services is available on the TfL Help & contact page.

Complaints data 2020/21

  • Cases received: 555
  • Cases closed: 560
  • Cases closed within 10 working days: 89.7%
  • Cases closed within 20 working days: 98%

Types of complaint - top 5

  • Attitude and helpfulness of staff
  • Train service performance
  • Your personal security on board
  • Environment
  • Your personal security at station

Improvement action

Attitude and helpfulness of staff

We have built a dynamic, imaginative training course called 'Good to Great' which looks at the marginal gains concept and behavioural techniques and introduced an interactive game staff can use to improve their skills and knowledge. A new company intranet will enable staff to access e-learning and policies as well as general knowledge of the business including innovation.

Train service performance

Our Operations team has established a performance task force looking at making performance improvements including timetabling and increasing dwell times at the end of the line to give customers longer to board. We have recruited a controller to focus on the North London line, specifically to look at the recovery process during disruption. We have also reviewed our maintenance programme and introduced new 710 trains to support the increase in timetabling. The 710 train units have replaced the older trains on the whole of the West Anglia region of our network.

We have set up a team to take charge of quickly solving any issues relating to software reliability - this will have a huge impact on reliability.

Your personal security on board and Your personal security at station

Most complaints in these categories were related to social distancing, face coverings and the enforcement of both. Throughout the pandemic we have installed social distancing vinyls and stations have displayed posters and played local PAs reminding customers of the need for social distancing and wearing a face covering. Our staff were monitored closely and were issued with reusable face coverings or exemption badges if exempt.

Our operations safety team was increased from one to three and focused on developing Arriva Rail London's safety culture and putting into action a 12-month plan to improve safety/security performance. This included an in-depth review of the cleaning regime, both on train and at stations, as well as fare evasion and anti-social behaviours.

We are working hard to build our customers' confidence to travel with us again. An initiative called 'Customer Confidence Campaign' started in April 2021 to reassure all our customers that they will be able to travel safely on London Overground.

Environment

Many of our environmental complaints arose from PA and track noise. We noticed that this increased because many residents around the stations were working from home due to the pandemic. To address these issues we have recruited an information manager to maintain contractual agreements and investigate all systems used for PA announcements at stations. We have also set up a new focus group with Network Rail, TfL and other rail companies to ensure any environmental complaints are sent to the right people for a quicker response and/or action.

Assistance

Assigned wheelchair spaces and clearly marked priority seats are on all our trains for the use of disabled passengers or those less able to stand. While seats cannot be reserved, we make every effort to provide a suitable seat when required. There are two options for people requiring assistance:

Turn Up and Go (TUAG)

London Overground operates a predominately Turn up and Go service. This means customers do not have to book in advance. We have staff at all our London Overground stations during train operating hours. If a customer needs assistance, they can simply speak to a member of staff who will be happy to help. They will also ensure that staff at the destination station are ready to provide assistance on arrival.

Pre-booked assistance

Customers can also pre-book assistance if preferred. London Overground participates in and fully supports the Passenger Assist system to ensure assistance can be booked for the entire journey, regardless of which Train Operating Company runs the other train services or stations involved.

For journeys continuing beyond the London Overground network, assistance can be booked six hours in advance and, from April 2022, in line with ORR guidance, it will reduce to just two hours. These commitments apply to all Train Operating Companies as terms of their licences.

There is no minimum notice period for pre-booking assistance if you are travelling on London Overground services only.

Assistance can be booked either through:

TfL Contact Centre

08:00-20:00 Monday-Sunday (excluding Christmas Day)
Phone: 0343 222 1234 (TfL call charges)
Text direct: (18001) 0343 222 1234* (for people with hearing impairments)

Or

National Rail Enquiries

24 hours a day on: 0800 0223720

Types of assistance

London Overground is committed to helping you travel more easily. Staff at all London Overground-managed stations can help with:

  • Planning your journey
  • Getting on and off the train
  • Boarding with wheelchairs, scooters or other mobility aids
  • Transferring between trains or other modes of onwards transport at our stations
  • Purchasing tickets
  • Obtaining priority seats and dedicated wheelchairs spaces
  • Seat reservations on other train operators
  • Knowledge of services and facilities available on all stations and trains
  • Luggage

Our staff are regularly trained, and they are willing, to assist passengers with both visible and non-physical impairments. They are available to help while trains are running.

Contact centre details

The Customer Service Contact Centre team is available for you to find out more about London Overground services and stations or provide feedback on the services and facilities that we provide. You can contact them by:

Post: TfL Customer Services, 4th Floor, 14 Pier Walk, London, SE10 0ES

Telephone: 0343 222 1234 (08:00-20:00, 364 days a year, closed Christmas Day)

Textphone: 08001 123 456