Complaints on disabled access to buses

Meeting: 
MQT on 2014-09-17
Session date: 
September 17, 2014
Reference: 
2014/3354
Question By: 
Joanne McCartney
Organisation: 
Labour Group
Asked Of: 
The Mayor
Category: 

Question

How many complaints have you received from disabled Londoners who have been unable to get on a bus?

Answer

Answer for Complaints on disabled access to buses

Answer for Complaints on disabled access to buses

Answered By: 
The Mayor

The table below lists categories of accessibility inquiries received by TfL Customer Services for 2013 and 2014 (up to 31 August this year). Many would not have prevented a disabled user gaining entry to the vehicle but, as the customer service management system cannot distinguish between these, they have been included to provide as full a picture as possible.

Taking this year, for example, the total so far of 854 is equivalent to approximately one accessibility-related inquiry for every 385,000 kms operated on the bus network or one every 1,800,000 million passenger journeys made over the eight months (1 January 2014 - 31 August 2014).

TfL takes these incidents very seriously and the Customer Experience team investigates every reported incident relating to accessibility. TfL has also trained a number of staff - 'Accessibility Champions' - to deal specifically with these complaints, promote our initiatives and address problems people face accessing the network. Accessibility Champions often meet with customers direct, travelling on the network with them to identify and resolve their individual issues.

TfL has also issued detailed guidance to all bus drivers to ensure they adhere to the standards TfL expect and make every effort to identify and allow disabled passengers to access the bus network easily.    

*refers to passengers who have a disability or accessibility issues but are not in a wheelchair

    

   
                                                                                                                                                                                                                                                                                                                                                                        
     

Year

     

     

2013

     

     

2014

     

     

Bus Stations       – Accessibility

     

     

29

     

     

14

     

     

Driver – Non       Wheelchair*

     

     

75

     

     

113

     

     

Driver – Not       asking to clear wheelchair bay

     

     

99

     

     

65

     

     

Driver not       positioning bus at stop

     

     

163

     

     

134

     

     

Driver       refusal to admit wheelchair

     

     

369

     

     

248

     

     

Kneeling       mechanism

     

     

24

     

     

26

     

     

Not enough       space on bus

     

     

137

     

     

54

     

     

Passengers –       refusal to move

     

     

41

     

     

26

     

     

Ramp failure

     

     

101

     

     

105

     

     

Ramp/kneeling       system failure

     

     

19

     

     

0

     

     

Stops –       Accessibility

     

     

108

     

     

69

     

     

Total

     

     

1165

     

     

854