Sarah Hope Line (1)

MQT on 2017-01-18
Session date: 
January 18, 2017
Question By: 
Caroline Pidgeon
Liberal Democrats
Asked Of: 
The Mayor


On item 7.2 of the papers for TfL’s Safety, Sustainability and Human Resource Panel, dated the 17th November 2016, it is stated that “since the launch of the 'Sarah Hope Line’ in March, there have been nine calls regarding incidents involving buses.”  Does the huge disparity between the number of bus injuries reported and the paucity of calls handled by the Sarah Hope Line suggest that TfL is not doing enough to publicise the existence of this service?


Answer for Sarah Hope Line (1)

Answer for Sarah Hope Line (1)

Answered By: 
The Mayor

The Sarah Hope Line (SHL) provides support to individuals involved in incidents on all TfL transport services, which have resulted in fatalities or life changing injuries. 

Bus-related calls reported in the SHL statistics do not reflect all reported bus injuries.  Less serious incidents are supported by TfL and bus operators via other channels, including TfL customer services, the bus operators and their insurance companies. 

TfL does not have direct access to the personal details of the individuals, witnesses and families impacted by a serious incident.  However, it works with Metropolitan Police Service and British Transport Police first responders and family liaison officers, who promote the value of the service to potential users and refer them to the line.

Further publicity of the service is achieved via our website at:

TfL also works with organisations such as the London Air Ambulance Service, and provides support to clients referred from any of London's four major trauma centres.

I can assure you that TfL and I will continue to take every opportunity to promote the SHL to those who would benefit from its support.