Who Runs Your Bus? (2)

MQT on 2018-09-13
Session date: 
September 13, 2018
Question By: 
Keith Prince
GLA Conservatives
Asked Of: 
The Mayor


In your response to Question 2018/1356 you assert that going through TfL's reporting site is "more likely to result in timelier responses from companies." What evidence do you have to support this statement?


Answer for Who Runs Your Bus? (2)

Answer for Who Runs Your Bus? (2)

Answered By: 
The Mayor

My answer related to the fact that Transport for London’s (TfL’s) Customer Service team is resourced to meet its customer commitments. These pledge to acknowledge receipt of any enquiry within two business days, and a full response within 10 working days. Response deadlines are shorter for correspondence relating to safety incidents.


London’s buses are run by twenty different companies of varying size, with different systems for managing the personal correspondence of senior managers. TfL, on the other hand provides a single point of contact, which is resourced to provide responses to large volumes of correspondence within set timeframes. Furthermore, as the manager of the bus contract, TfL is able to use its contractual relationship with operators to help achieve timely responses. 


As explained in my response to Mayor’s Question 2018/2363, bus operators are delivering services on behalf of TfL, and as such, it is right that TfL should have oversight of, and overall accountability for, safety-related incidents involving buses.