London Bus Watch Facility

MQT on 2015-05-21
Session date: 
May 21, 2015
Question By: 
Darren Johnson
City Hall Greens
Asked Of: 
The Mayor


Do you support the creation of a "London BusWatch" facility on the TfL website that would allow anyone with video evidence of a TfL bus driving dangerously to upload this evidence and provide key incident details so that the incident will be immediately investigated and acted upon by TfL and its subcontractors?


Answer for London Bus Watch Facility

Answer for London Bus Watch Facility

Answered By: 
The Mayor

I support TfL's continuous action to further improve and modernise its industry-leading customer services.

TfL already offers numerous options for people to make a complaint and provide evidence to support their complaint, including by web forms, email, letter and phone call. TfL can already receive uploaded documents from customers (including video evidence) and, as part of an investigation into a complaint, TfL staff routinely ask for any additional information customers are willing to share, in any format.

Customers can also make a complaint using TfL's social media channels or to a member of staff at stations. However, it is recognised that the process for making a complaint should be made more visible to customers.

TfL has acknowledged that the technology used to support their web forms does not support everything they would like to do for customers and they are investigating improvements to allow customers to upload files using a smartphone.

TfL is also working to redesign the 'Contact us' section of their website to make it easier to use and allow customers to leave feedback and make a complaint about any service. This will be introduced over the summer.