London Underground Network reliability

MQT on 2018-02-22
Session date: 
February 22, 2018
Question By: 
Tom Copley
Labour Group
Asked Of: 
The Mayor


TfL's Quarter 3 Customer and Operational Performance Report, that was published for the Customer Service and Operational Performance Panel on 24 January 2018, shows that London Underground Network reliability continues to be affected by staff unavailability, signalling, customer and fleet issues. Can you provide more details on what those issues are and how you are seeking to resolve them?


Answer for London Underground Network reliability

Answer for London Underground Network reliability

Answered By: 
The Mayor

London Underground is working hard to resolve this and the year to date since the Quarter 3 2016/17 Customer Service and Operational Performance Report there has been a reduction in delays. Tube delays have reduced significantly in recent years and in 2016/17 delays were 27 per cent lower than in 2010/11.


Customer issues, such as customer becoming ill on trains, make up around 20 per cent of all delays on the network. Transport for London (TfL) is addressing this through training of staff and initiatives including information campaigns to help keep customers safe.


Staff availability was a challenge this year, so a training programme has been introduced with strong focus on improving management through targeted assessment, ensuring that key performance indicators and performance against them are more visible to staff, implementing improved case management processes and systems, and working with professional services such as Human Resources and Occupational Health to optimise processes and reduce bottlenecks to deliver improvement in this area. 


Signalling performance will be improved this year as the new signalling control system upgrade for the Piccadilly line is completed and improvement works are undertaken to signalling systems on the Bakerloo line and at locations on the District line. This will ensure that performance can be maintained ahead of the Deep Tube Upgrade Programme which will replace trains and signalling systems on the Piccadilly, Bakerloo, Central and Waterloo & City lines.

TfL is also upgrading its signalling systems to improve performance and allow for more frequent services. This includes a £5.4 billion programme to modernise the signalling on the Circle, District, Hammersmith & City and Metropolitan lines. This will result in greater capacity and frequency, as well as improved reliability and customer information.

I understand that officers have been in touch with you to discuss this matter in more detail.