Tube Noise Complaints in London

Meeting: 
MQT on 2017-06-22
Session date: 
June 22, 2017
Reference: 
2017/2458
Question By: 
Andrew Dismore
Organisation: 
Labour Group
Asked Of: 
The Mayor
Category: 

Question

Further to Question No: 2017/0559

Can you please give the numbers of tube noise complaints TfL have received for the past 5 years - 2012, 2013, 2014, 2015 & 2016 - and their location on the tube map?

your response being:

"TfL has a process in place to respond quickly and comprehensively to noise complaints. Since the successful launch of Night Tube, TfL has been providing customers with a named contact via a dedicated phone number, with ready access to experts that are working to tackle the root cause of noise. This involves visits to residents' homes to measure noise levels both before and after any work is undertaken.

TfL logs complaints about noise from the Tube in three main categories:

1) Train movements

2) Stations and other installations, such as noise from PA systems and ventilation shafts

3) Maintenance and engineering work conducted overnight and at weekends

Better data capture over the years has enabled TfL to measure these complaints more accurately.

The overall number of noise complaints across all categories for the past five years is provided below. A detailed breakdown is attached showing Tube line and station name, where this information was provided in the complaint. 

The relatively high number of complaints at East Finchley station in 2016 relates to the significant track renewal and maintenance work on the track between this station and Finchley Central station that year. I understand that TfL has met with you to discuss noise issues at this location and that work it is doing to resolve this.

TfL takes noise complaints very seriously and has a robust engineering-led procedure to prioritise mitigation work as quickly as possible. Anyone disturbed by the Night Tube or everyday Tube services can contact TfL's 24/7 Customer Service Centre on 0343 222 1234 or www.tfl.gov.uk/contact. Everyone is guaranteed a personal response and an effective, speedy investigation of their issue.

TfL believes that the announcements and publicity prior to the Night Tube service that started in 2014/15 may have caused an increase in complaints from that year from people who were concerned about the potential for disturbance once the service actually commenced.

Noise complaints by year:

Year

2012

2013

2014

2015

2016

Total Complaints

322

376

473

700

963

Please note, these figures are not all unique complaints as some originate from the same person and relate to the same issue."

a) As TfL are refusing to do anything to resolve the noise issue at East Finchley, do you wish to amend your answer;

and

b) will you provide details of where the complaints are on the tube map as previously requested?

Answer

Answer for Tube Noise Complaints in London

Answer for Tube Noise Complaints in London

Answered By: 
The Mayor

In response to your first question, please see MQ2017/2481. 

Transport for London is currently creating the map you have requested and I have asked they send it to you as soon as it is ready.