• Reference: 2020/0930
• Question by: Keith Prince
• Meeting date: 05 March 2020

4 years ago, in your manifesto, you claimed that TfL was “inefficient and flabby”. Can you name one piece of flab that you have cut?

• Reference: 2020/0929
• Question by: David Kurten
• Meeting date: 05 March 2020

What are your plans for the future of the Black Cab trade?

• Reference: 2020/0948
• Question by: Navin Shah
• Meeting date: 05 March 2020

Given the challenges of providing transport in London, are you pleased with what you have achieved and where would you like to go further?

• Reference: 2020/1447
• Question by: Jennette Arnold OBE
• Meeting date: 05 March 2020

Jennette Arnold OBE AM (Chair): Over to the Mayor and the Commissioner. If you would just give us an update on Coronavirus specifically.

• Reference: 2020/0953
• Question by: Jennette Arnold OBE
• Meeting date: 05 March 2020

Constituents complain that when they contact TfL for help with issues, they receive responses that only partially answer their questions and do not fully deal with their concerns. Please explain how those working for outsourced companies are trained to respond to the individual issues raised by TfL customers.

• Reference: 2020/0952
• Question by: Jennette Arnold OBE
• Meeting date: 05 March 2020

During Quarter 2 of 2019/20 TfL only closed 63.5% of complaint cases. What work is being put in place to improve this figure?

• Reference: 2020/0951
• Question by: Jennette Arnold OBE
• Meeting date: 05 March 2020

In response to question 2020/0164 you stated that the current form is fit for purpose because it provides ‘noise and vibration’ as an option in a dropdown box. However, it still requires that complainants fill in journey details before their complaint can progress. Residents complaining about noise do not have dates and times of travel to fill in. Is this form deliberately difficult to navigate or is it simply not fit for purpose?

• Reference: 2020/0950
• Question by: Jennette Arnold OBE
• Meeting date: 05 March 2020

Staff training in the area of ‘Support customers when things go wrong’ is taking place. Please detail who is receiving the training, what its key objectives are and how its effectiveness will be measured in future monitoring.

• Reference: 2020/0947
• Question by: Fiona Twycross
• Meeting date: 05 March 2020

What impact has the Night Tube had on London’s economy over the past three- and a-year half years?

• Reference: 2020/0946
• Question by: Fiona Twycross
• Meeting date: 05 March 2020

How has TfL worked with Network Rail on the proposal to upgrade Norwood Junction Station and what benefits will this bring to Londoners?