Night Tube Service - Complaints

Meeting: 
MQT on 2017-01-18
Session date: 
January 18, 2017
Reference: 
2017/0298
Question By: 
Navin Shah
Organisation: 
Labour Group
Asked Of: 
The Mayor
Category: 

Question

I have come across a few cases recently, including one from a resident in a flat on Central Line, about noise and vibration from the night service. It seems that residents with complaints do not quite know how to and whom they can complain?  What measures, such as publicity, are undertaken by TfL to advise residents clearly their right and ways to complain?

Answer

Answer for Night Tube Service - Complaints

Answer for Night Tube Service - Complaints

Answered By: 
The Mayor

TfL wrote to all residents within 250 metres of a Night Tube station or area of open track in advance of each Night Tube line commencing its services - in excess of 230,000 addresses. The purpose of the letter was to make residents aware of how they could raise a question, concern or complaint. TfL also met with London borough officers in advance of Night Tube and wrote to stakeholders, which included residents groups from areas where noise issues were already known, to let them know how to complain, should they need to. While this provided good coverage, I realise it might not be perfect.

Anyone disturbed by Night Tube should contact TfL's 24/7 Customer Service centre on 0343 222 1234 or at tfl.gov.uk/contact. Everyone is guaranteed a personal response and an effective, speedy investigation of their issue.