West Anglia Main Line complaints

Meeting: 
MQT on 2016-03-16
Session date: 
March 16, 2016
Reference: 
2016/1177
Question By: 
Joanne McCartney
Organisation: 
Labour Group
Asked Of: 
The Mayor
Category: 

Question

How many complaints have been received on West Anglia Main Line since TfL took over? Please provide these by month and type of complaint. Please provide the same data for the year previous to TfL's takeover, if available.

Answer

Answer for West Anglia Main Line complaints

Answer for West Anglia Main Line complaints

Answered By: 
The Mayor

TfL is not responsible for West Anglia Main Line services, but it does now run services on local West Anglia routes to Chingford, Enfield Town and Cheshunt via Southbury. Complaints data for these services is provided in the below table. TfL does not have access to complaints records kept by the previous operator of the route, Abellio Greater Anglia, nor for the West Anglia Main Line route.

Total complaints about these London Overground services have substantially decreased since May 2015, from 482 to 89 in February 2016, the most recent complete month. TfL has invested £2m to improve rolling stock, and consequently reliability has improved fourfold. TfL will continue to focus on operating performance which is expected to improve further over the course of the year.

Month

Jun 15

Jul 15

Aug 15

Sep 15

Oct 15

Nov 15

Dec 15

Jan 16

Feb 16

Total

482

206

175

170

187

217

340

195

89

Safety& Security

68

7

25

17

25

20

28

16

13

Accessibility

7

0

5

3

2

1

4

2

1

Train service performance

294

110

61

70

79

131

177

103

28

Timetabling connection

7

3

26

10

4

2

9

5

5

Staff

24

21

16

21

23

13

40

19

14

Quality on train

14

3

3

6

10

3

15

13

8

Quality on station

11

17

2

4

5

6

5

4

3

Fares & retailing

20

27

21

13

22

16

33

16

7

Provision of info

28

5

6

14

12

15

23

14

8

Company policy

7

9

7

11

4

10

5

2

2

Environment

1

2

2

1

0

0

1

1

0

Complaints handling

1

2

1

0

1

0

0

0

0