The Sarah Hope Line – support for those injured on public transport

23 September 2019

The Sarah Hope Line is Transport for London’s (TfL) incident support line. It opened in January 2016 to offer help and support to people who have been injured during, or affected by, a serious incident involving any TfL service.

The line is named after Sarah Hope whose mother died and 2-year-old daughter lost a leg after being hit by a bus in 2007.

The London Assembly Transport Committee will visit the Sarah Hope Line as part of the Committee’s investigation into bus and tram safety. This trip is designed to allow Members to see in part how TfL supports victims and families after serious incidents.  The service covers incidents on all TfL modes of transport.


Someone is eligible for support if:

  • They have been involved in a life-changing incident
  • They are the family member of someone involved in a life-changing incident or fatality
  • They were a witness to such an incident


Assembly Members attending are:

  • Florence Eshalomi (Chair)
  • Caroline Pidgeon (Deputy Chair)
  • Caroline Russell


TfL attendees are:

  • Sarah Hope
  • Mark Evers, Chief Customer Officer
  • Other senior TfL officers


The meeting will take place tomorrow, on Tuesday, 24 September 2019 at 12:00pm, TfL Customer Services, 4th Floor, 14 Pier Walk. London, SE10 0ES.



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Notes to editors

  1. Florence Eshalomi AM, Chair of the Transport Committee, is available for interview – see contact details below.
  2. London Assembly Transport Committee.
  3. As well as investigating issues that matter to Londoners, the London Assembly acts as a check and a balance on the Mayor.

For media enquiries, please contact Funmi Olutoye on 020 7084 2713.  For out of hours media enquiries, call 020 7983 4000 and ask for the London Assembly duty press officer.  Non-media enquiries should be directed to the Public Liaison Unit on 020 7983 4100.

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