London Overground performance

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 on the services we can operate when access to infrastructure is restricted
• Stranded trains procedure: this provides guidance to our Control team on the process to be adopted if a train is stranded as well as information for the support teams which 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 about 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 within 10 minutes of known or likely delays
• Issue updates every 20 minutes
• Display and update 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 contain items such as our alternative route plans, local bus route maps, barrier tape, loudhailers and high visibility clothing.

We're working on a series of projects designed to improve and enhance the customer experience during disruption and have appointed a Head of Customer Information to take these forward and focus on improvement for all customers.

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 to be provided.

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 Elizabeth line 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. For more information on where toilets are located on the London Overground route, see the Tube toilet map on the Accessibility guides page.

Performance: on board cleaning

We are surveyed quarterly as part of our contract with TfL. This survey measures overall satisfaction with the journey along with a number of different measures reflecting customer touchpoints.

Our Customer Satisfaction Survey results for cleanliness on the train showed 70.4% of customers were satisfied.

The National Rail Passenger Survey (NRPS) has been suspended since 2020.

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 Key Performance Indicator regime to ensure the station environment is clean and comfortable and all station assets are in 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 2021/22, TfL Customer Satisfaction Survey (CSS) results for cleanliness at stations showed 69.7% 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.

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

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 web form. 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 contact centre team can respond to correspondence as quickly as possible.

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 2021/22

• Cases received: 682
• Cases closed: 695
• Cases closed within 10 working days: 86.1%
• Cases closed within 20 working days: 97.4%

Types of complaint - top 5

• Train service performance
• Attitude and helpfulness of staff
• Your personal security at station
• Provision of information about train times/platforms
• Upkeep/repair of station buildings/platforms

Improvement action

Train service performance

We've worked collaboratively with our stakeholders to take several measures to improve our performance.

We set up a Performance Recommendation Management Action Tracker (PRMAT) to assess lessons learnt, outcomes, accountability and risks to ensure completion of issues raised. Quarterly performance summits were also held with relevant stakeholders (Network Rail, TfL, other rail companies) covering each line of route performance.

We introduced a cross-functional seasonal preparedness team to look at high performance during seasons/weather disruptions and launched a collaboration group with Network Rail /TfL/London Underground.

Driver Familiarisation Incident (DFIN) meetings were also set up to better manage driver incidents and identify root causes.

Collaborating with Network Rail we have implemented digital technology to monitor axle counter issues. This has prevented a substantial amount of delay time by detecting problems before they cause disruption. Another piece of technology that has been introduced is a tool allowing for remote access to live train data.

Attitude and helpfulness of staff

The nature of most of the complaints was around lack of thoughtful response or attitude when questioned. We have investigated this in depth following on from 2020 and created an excellent training programme and various supporting initiatives. We also introduced 'Good to Great' training (supporting behaviour and marginal gains) to all customer facing staff.

We launched a game covering our mystery shopper measures with the intention of improving levels of customer engagement and staff knowledge. as well as an extensive library of further online training with e-learning packages covering disability awareness, security, safety and conflict avoidance among others.

Our customer-facing managers have attended a training programme to help them excel in their leadership skills and provide them with the tools to facilitate a targeted approach in their interactions with their teams, especially individuals who receive complaints.

Our new recognition programme has been set up to motivate, inspire and encourage others to excel for our customers. We have already seen some fruition in the work that has been done by the team when our staff was shortlisted at the National Rail Awards for outstanding contribution and one of our stations won the team award at the Railway Benefit Heart of Gold award ceremony.

Your personal security on board and Your personal security at station

Most complaints in this area were focused on coronavirus pandemic restrictions (distancing/overcrowding) and antisocial behaviour because of this and fare evasion. To address this, we implemented a stringent cleaning regime and use publicity such as posters/announcements/TVM digital to promote awareness.

Our control colleagues moved into a new building where the British Transport Police (BTP) control is also located, ensuring improved communication and response to situations.

Our Revenue Protection and Security team is working more closely with the station teams to identify trends, especially in antisocial behaviour from schools and colleges. To supplement this, we have introduced a dedicated Transport, Support and Enforcement (TSE) team to assist with incidents and conduct exercises in areas of identified antisocial/tailgating problems.

We have set up a task force to focus on trespass incidents and introduced a PTI (platform/train interface) working group to reduce accidents/near misses in this arena and have introduced a safety reporting app for the station teams.

During this time, we understood the need to reassure our customers and had several sessions of Meet the Manger at various locations to engage and reassure customers.

We increased our National Rail Security Programme score to over 98% this year and secured station accreditation for all our 81 managed stations. We were also highly commended at the National Rail Awards for 'Well-being in Rail'.

Provision of information about train times/platforms

From the complaints received we are aware that the provision of information during disruption needs improvement. We have introduced a range of measures to improve our communication and logistics of getting information out in a timely manner.

Our control team is now based in the same area as the London Underground Communications Centre and the Nation Operations Centre and BTP, which has had a positive effect on information flow. We have also installed 'Wonderwall' screens (high quality customer information screens) in over 36 stations and are making use of the screens on our ticket machines to provide digital information across the network.

We have set up a Passenger Information During Disruption (PIDD) working group to work cross-functionally and put together an improvement plan. We are also trialling a system where customers can see the loadings of a train that will help them assess where to stand/board, especially on busy trains.

Upkeep/repair of station buildings/platforms

Lifts out of service has been one of the main issues for complaints in this area. Although we do not maintain the lifts, we have sought to build improved relationships with Network Rail and TfL to respond to these incidents more effectively.

We have also focused our efforts on increasing customer awareness through online media and advisory posters and procured extra staffing to offer porterage services and assistance.

Our main initiative is implementing an overall station improvement programme, covering repairs, paintwork, cleanliness and overall appearance of our stations. We have completed this for several of our stations so far and look to continue this in the next year.

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 needing 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 is ready to provide assistance on arrival.

We do ask that customers requiring assistance arrive at least 10 minutes before the service they want to travel on. This will ensure all the necessary checks are made to ensure staff are available to assist at the destination station.

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 the stations involved.

For journeys continuing beyond the London Overground network, assistance can be booked at least 2 hours in advance. 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
• Buying 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 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 (TfL call charges), 08:00-20:00 Monday-Sunday (excluding Christmas Day)

Textphone: 08001 123 456