Trans awareness training for GLA staff

MQT on 2016-11-16
Session date: 
November 16, 2016
Question By: 
Sian Berry
City Hall Greens
Asked Of: 
The Mayor


A trans constituent reports that she was told during a telephone call to Transport for London's Oyster helpline on 2 November 2016 that she 'didn't sound like a Miss' - a highly insensitive and inappropriate remark. Will you ask Transport for London to apologise for this incident and will you review the implementation of trans awareness training across the GLA group of organisations?


Answer for Trans awareness training for GLA staff

Answer for Trans awareness training for GLA staff

Answered By: 
The Mayor

TfL and I unreservedly apologise for the inappropriate remark made to a customer earlier this month. I have asked TfL to investigate this incident to ensure this does not happen again, as well as to apologise directly to your constituent. The lessons learnt here will be applied to all the functional bodies that make up the GLA family.

TfL's approach is centred on treating everyone equally, while understanding the specific needs of different customers. Under this approach it does not offer trans-specific training, but rather ensures that all staff put equality and fairness first. I have asked for a review of training and procedures to ensure that TfL is always providing a professional, respectful service that is inclusive and sensitive to the needs of all Londoners.

TfL's LGBT+ staff network group, OUTbound, raises awareness of the needs of the LGBT+ community - customers and staff - at TfL. To mark National Trans Awareness Week this November, OUTbound will be flying the trans flag above TfL's building at 55 Broadway. TfL also works with charity groups who represent the trans community, to foster understanding and encourage open dialogue to improve transport services. For example, it is working on implementing gender-neutral announcements across its network.