transport answers MQT June 19
Step free access lift at Mill Hill East
Question No: 2019/12154
Andrew Dismore
I was pleased to see the progress of the works on the step free access lift at Mill Hill East tube. However, there are no signs to tell the public what is going on. Wouldn’t it be a good idea to put signs up so tube users know that step free is on the way?
Step free access lift at Mill Hill East
The Mayor
Last updated: 25 June, 2019
Transport for London (TfL) is producing posters to be displayed at Mill Hill East Tube station to inform customers about the step-free access improvements.
The posters will be displayed early next month; until they arrive TfL has erected a whiteboard poster at the station to inform customers the station will be step-free in early 2020. These should have been up earlier, and I have asked TfL to ensure this does not happen again.
Question No: 2019/12163
Andrew Dismore
What consideration did you give to exempting disabled blue badge holders from the ULEZ charge in the same way they are exempt from the congestion charge?
Disabled blue badge holders
The Mayor
Last updated: 25 June, 2019
Blue Badge holders receive a 100 per cent discount to the Congestion Charge in recognition of the fact they may be dependent on using a private vehicle and therefore cannot avoid the Congestion Charge. Blue Badge holders do not receive a discount for ULEZ because while Blue Badge holders may need to use a private vehicle, they do have a choice over using or nominating a ULEZ-compliant vehicle. This issue was raised and considered as part of the consultation on bringing forward the ULEZ implementation date.
Note that specially adapted vehicles used by people with disabilities will not pay the ULEZ charge until 26 October 2025. In addition, Blue Badge holders from low income households may be able to benefit from my low income scrappage scheme, due to be launched later this year.
HS2 works blocking pavements and roads
Question No: 2019/12164
Andrew Dismore
Will you raise with HS2 and those carrying out work on their behalf the excessive amount of road and pavement space fenced off that they are imposing on the local community? By way of examples, at Gloucester Gate the entire roadway is needlessly blocked off by red barriers extending far beyond the actual worksite – quite unnecessarily because even on rare occasions when plant needs to move in and out, there is plenty of space for it. As a result, cyclists are forced off the roadway onto the pavement over a lengthy stretch, and ignore the signs asking them to dismount endangering pedestrians. HS2 personnel stationed there make no effort to enforce. If the red barriers were moved six feet into the roadway cyclists could stay off the pavement and there would be no effect on HS2 operations. At the top of Park Village East work there has stopped and the road surface is restored, but the entire roadway is still blocked off and again cyclists are forced onto the pavement. Even if vehicles are still kept away, there is plenty of road space not needed by HS2 but which cyclists could use.
HS2 works blocking pavements and roads
The Mayor
Last updated: 25 June, 2019
I have asked Transport for London (TfL) to raise this with HS2.
TfL is continuing to work with HS2 and the London Borough of Camden (LBC) to ensure that the impact of HS2 works on all road users and communities is minimised. The works in question are on roads for which LBC is the Highway Authority. I am pleased to report that these works are now substantially complete and the road has re-opened. I have asked TfL to encourage HS2 and their contractors to learn lessons from the issues raised at this location.
TfL will continue to challenge HS2 and their contractors to undertake works using the minimum amount of road space, though TfL and LBC’s powers are limited by the HS2 Act. HS2 and its contractors undertaking the works are ultimately responsible for site safety and compliance with relevant safety legislation, which may dictate the amount of space required.
Question No: 2019/12165
Andrew Dismore
Further to Question No: 2019/9216
‘Tube noise has not been reduced sufficiently for a number of residents, who have suffered ground borne noise well in excess of 50Db, in some case for several years and in one case rendering the property uninhabitable. in such cases will you now consider compensating residents, if necessary buying their property?’
Your answer being:
‘Transport for London (TfL) understands the importance of minimising noise levels for its neighbours and is determined to do more to achieve it. TfL is focussing its efforts on tackling tube noise and vibration at source, not through compensation. It has carried out works near over 200 homes most affected by noise, installing thousands of new track fastenings, hundreds of metres of new track, grinding rails and removing rail joints where no longer necessary. Where current technology does not reduce noise levels, TfL will continue working with suppliers and academics to innovate and develop new technology to reduce noise levels across the network.’
When TfL have been unable to reduce noise and vibration at source or provide other mitigation measures, what do you propose those who suffer this excessive noise should do as it may be many years if at all, that Tfl find other ways to reduce noise? And as homes are rendered uninhabitable and unsalable by noise in the most extreme cases, do you not think that compensation should be provided or TfL should offer to purchase the properties affected?
Tube noise [1]
The Mayor
Last updated: 25 June, 2019
Transport for London (TfL) is committed to reducing the noise experienced by people who live above or close to the Tube, and will continue to take all reasonable measures to minimise noise and limit the disruption it causes. This includes prioritising sites which are experiencing the highest noise levels.
Regrettably, there are some areas where noise cannot currently be reduced to standards expected by residents. TfL continues to work alongside industry and academia to further understand noise and vibration, to trial new products and innovative solutions, and work towards reducing noise and vibration for these residents.
TfL continues to focus its efforts on tackling Tube noise and vibration at source, not through compensation.
Question No: 2019/12166
Andrew Dismore
TfL have now adopted the dubious practice of recording noise complaints about the tube as ‘closed’ after they have done what measures they are prepared to do even if those measures have not resolved the complaints; these cases are far from closed as far as affected residents are concerned; will you instruct TfL to stop this and keep those cases open until a satisfactory mitigation of the noise has taken place?
Tube noise [2]
The Mayor
Last updated: 25 June, 2019
Transport for London (TfL) does not intend to close noise complaints when the resident considers the case ongoing.
Where residents have been provided an update regarding their case (for example to say that best practicable means have been reached in this area, and no further work to the track is possible) and no response is received from the resident, the complaint will be closed. Any resident can reopen their case by contacting TfL’s Contact Centre by emailing customerservice@tfl.gov.uk. Even in cases where a complaint has been closed by the Contact Centre, residents will still be advised if further works are planned.
Question No: 2019/12167
Andrew Dismore
Further to Question No: 2019/9220
‘Although noise may have been reduced slightly in some locations such as Finchley Central, it did not exist at all before the speed increases and northbound track upgrades. Why can Transport for London not return this noise to previous level?’
Your answer being
‘The northbound track upgrade was undertaken as part of Transport for London’s (TfL) wider programme of track renewals and upgrades. These works are essential for TfL to) to maintain reliability and safety on its network.
TfL is aware of recent complaints about tube noise in this area and will undertake further noise measurements and carry out practicable mitigations to reduce noise at affected properties.’
As this problem is not going away, as more noise problems continue to emerge across the Northern and Victoria lines, and as previous mitigation measures have been found to have only short to medium term effectiveness with old complaints now returning, when will TfL get a grip on this issue; and will you consider instructing TfL to look at speed restrictions , especially outside peak hours to mitigate noise pollution, as requested in the above original question, which was not answered?
Tube noise [3]
The Mayor
Last updated: 25 June, 2019
TfL is committed to reducing the noise experienced by people who live above or close to the Tube and will continue to take all reasonable measures to minimise noise and limit the disruption it causes.
As set out in Mayor’s Question 2019/9217, TfL is currently reviewing what criteria should be used when assessing requests for speed restrictions. Clearly, the use of speed restrictions needs to be carefully balanced against providing a level of service that London Underground customers reasonably expect. I’ve asked TfL to contact you to discuss this issue when the review has progressed.
Question No: 2019/12168
Andrew Dismore
What is the period of time that Pandrol Vanguard is expected significantly to reduce tube noise? What do you propose to do when the benefit of PV installation has worn off, as it is now doing at some sites where it was installed?
Tube noise [4]
The Mayor
Last updated: 25 June, 2019
The supplier of these products advises that they are expected to be effective for around ten years. Transport for London (TfL) has been installing resilient track fastenings for around three years, and they continue to be effective. As a relatively new methodology on the LU network, TfL continues to monitor the impact of this technology.
In cases where residents notice an increase in noise levels, they are encouraged to contact TfL’s Contact Centre by emailing customerservices@tfl.gov.uk. If noise measurements show that noise levels have increased, TfL will consider what further practicable works can be carried out and advise residents accordingly.
Question No: 2019/12169
Andrew Dismore
A constituent has had the following reply from TfL to his complaint about tube noise affecting his home:
‘In response to your noise complaint; we have opened, investigated, fed-back on work proposed and closed your complaint in line with the complaint noise & vibration process agreed by the Mayor.’
As the noise problem remains and is far from concluded do you consider closing his ongoing complaint to be appropriate; and will you publish the “complaint noise & vibration process” TfL say you have agreed?
Tube noise [5]
The Mayor
Last updated: 25 June, 2019
Where Transport for London (TfL) provides a response to a resident (for example to say that best practicable means have been reached in this area, and no further work to the track is possible at this time) and no response is received from the resident, it is normal practice for the complaint to be closed.
In this instance, TfL advised the constituents that track work would be carried out by October 2019 and that TfL will carry out further noise measurements after that time if noise levels are not reduced to what the constituent considers a satisfactory level. TfL then closed the case.
Following feedback from the constituent, the case was reopened. Any resident can reopen their case by contacting TfL’s Contact Centre. Even in cases where a complaint has been closed by the Contact Centre, residents will still be advised if further works are planned.
Transport for London telephone contact numbers
Question No: 2019/12170
Andrew Dismore
Further to Question No: 2019/9223
‘Do you agree that it is important that Transport for London maintain a working telephone system for complaints, for those who do not have access to email, or would prefer to speak to someone? What then is the best customer contact number, and how do you rate performance for handling calls?’
Your answer being
‘Transport for London (TfL) provides customers with a variety of ways to get in contact. If a customer prefers to speak to an advisor, TfL has a telephone line available 24 hours a day, 7 days a week. The telephone number is 0343 222 1234 and all calls will be charged at a local rate – which is often free on many tariffs. Alternatively, TfL’s online tools allow customers to self-serve with minimal effort. These include the TfL website, TravelBot and Social Media.
The quality of TfL’s interactions with customers is assessed internally by line managers against a quality framework. The contact centre quality is also measured independently by a mystery shopping company who assess the interaction against the industry standards. This measure is included in the TfL performance scorecard.’
What is a) the average and b) longest wait for a call to be answered on TfL’s phone line over the last 6 months; and over the same period, c) how many calls were abandoned before being answered; and d) how many staff do TfL have on duty to answer this phone line?
Transport for London telephone contact numbers
The Mayor
Last updated: 25 June, 2019
Transport for London (TfL) proactively publishes information relating to its performance on a regular basis, with its Quarterly Customer Service and Operational Performance Reports posted online.
As set out in the Quarter 4 Customer Service and Operational Performance Report, TfL’s Contact Centre received 2.7 million telephone calls and over 600,000 pieces of correspondence in 2018/19. The number of abandoned calls, volume of correspondence closed within the Service Level Agreement timeframe and the quality of both calls and correspondence (assessed both internally and externally) all exceeded the targets set.
TfL has some 270 customer service advisors, with 123 operatives dedicated to responding to telephone enquiries. Other advisors respond to written enquiries but have the skill to respond to telephone enquiries should demand require it.
TfL has no record of the shortest or longest wait time. However, the average speed of answer across the telephone service over the 6 month period from 1 December 2018 to 31 May 2019 was 2 minutes 22 seconds.
Fatal accident on East End Road [1]
Question No: 2019/12171
Andrew Dismore
There was a fatal accident on East End Road in East Finchley on Wednesday 22nd May 2019 resulting in the death of a child outside the Five Bells pub. What funding is available to have a thorough review of road safety in the area, and what funding is available to make any suggested improvements?
Answer for Fatal accident on East End Road [1]
The Mayor
Last updated: 25 June, 2019
Officers are drafting a response
Fatal accident on East End Road [2]
Question No: 2019/12172
Andrew Dismore
Barnet Council have a policy not to allow 20 mph zones anywhere but roads with schools on them. In light of the tragic accident on 22nd May, will you consider writing to the council to urge them to scrap this policy, as it is likely to hinder the success of your 2020 road safety vision? Would TfL support establishing the East Finchley part of East End Road as a 20mph zone to reassure local residents?
Answer for Fatal accident on East End Road [2]
The Mayor
Last updated: 25 June, 2019
Officers are drafting a response
Question No: 2019/12173
Andrew Dismore
Bicycles owned and operated by the number of hire companies (other than TFL’s own Santander scheme) are becoming a hazard to pedestrians, especially those who are disabled, sight impaired or with small children when they are abandoned after use on the pavements, as they are with increasing regularity. What can you do to control this menace?
Hire bikes on pavements
The Mayor
Last updated: 25 June, 2019
Transport for London’s (TfL’s) “Dockless bike share code of practice for operators in London” sets out clear expectations on the responsible operation of such schemes. This document emphasises the duty of TfL and other Highway Authorities to protect the rights of the public to use and enjoy the Capital’s highways and footways. It also sets out available enforcement powers for highway authorities to remove bikes where they are causing danger.
TfL and London Councils are also currently developing proposals for a pan-London regulatory framework for dockless bike operations, underpinned by a new bye-law, which will seek to address the issues you raise by giving boroughs greater to powers to specify where dockless bicycles can and cannot be parked.
