Complaints about Buses

Our Ref : 1005457340

Date : 08.12.2009

Ms S Urquhart

[FOI #24339 email]

Dear Ms Urquhart

Thank you for your request for information dated 07/12/2009 which was
received by Transport for London on 07/12/2009. This request will be
dealt with under the terms of the Freedom of Information Act 2000.

We will aim to deal with your request promptly and provide you with a
response by 04/01/2010.

If you are unhappy with the response you receive, you may wish to use our
complaints procedure by writing to Beverley Hall, Head of Customer
Services & Consultation, at the address above, stating your concerns.

In the meantime, if you have any queries or would like to discuss your
request, please do not hesitate to contact me.

Once again, thank you for taking the time to contact us.

Yours sincerely

Hayley James

Correspondence Support Manager (Policy)

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Our Ref: 1005457340/ST

Date: 22.12.2009

Dear Ms/Mr Urquhart

Thank you for your email received by Transport for London on 7 December
2009. You asked for information about the number of complaints against bus
drivers and details of the ten bus routes in London with the worst
breakdown and punctuality records between January 2008 and December 2009.

Your request has been considered under the requirements of the Freedom of
Information Act and I can confirm that TfL does hold some of the
information you require and have answered your questions point by point
for clarity.

1) Details of the number of complaints made by members of the public
(broken down by month) concerning the blocking of pedestrian crossings,
between January 2008 and December 2009.

London Buses does not hold information on the number of complaints about
bus drivers blocking pedestrian crossings, as complaints are not
classified in such a manner for us to be able to extract this information.

2) Details of the number of complaints made by members of the public, also
broken down by month, concerning the failure of bus drivers to stop when
requested over the same time period.

Please see the attached document, Failure to stop Jan08 - Nov08, which
contains the number of complaints received against drivers for failing to
stop between January 2008 and November 2008. Please be aware that due to a
changeover of database systems the information for October 2008 to present
is on a separate spreadsheet, Failure to stop Oct08 - Dec09.

To put these figures in some context, during 2008/2009, 2247 million
passenger journeys were made on the London Bus Network.

3) Details of the ten bus routes in Greater London with the worst
breakdown and punctuality record over the same period.

London Buses does not hold breakdown record information, however we do
hold information on route punctuality. Please see the attached file,
Punctuality Jan 08 - Nov 09, containing information on the 10 London bus
routes with the poorest punctuality record between Jan 08 to Nov 09.

If this is not the information you are looking for, or if you are unable
to access it for some reason, please do not hesitate to contact me again.

Please see the attached information sheet for details of your right to
appeal as well as information on copyright and what to do if you would
like to re-use any of the information we have disclosed.

Yours sincerely

Patricia Mitchell
Head of Customer Services

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Your right to appeal

If you are dissatisfied with the way TfL has handled your information
request, you can ask us to conduct an internal review of our decision. The
internal review will be conducted by someone who was not involved in the
processing of your original request, in accordance with the complaints
procedure published on our website at www.tfl.gov.uk/foi

Requests for internal review should be addressed to:

Head of Information Access and Compliance

Floor 5, Windsor House

42-50 Victoria Street

London

SW1H 0TL

E-mail: [email address]

Complaints to the Information Commissioner

If, following the internal review, you remain dissatisfied with the way
TfL has handled your request, then you can take your complaint to:

Information Commissioner’s Office

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

A complaint form is available on the Information Commissioner’s Office
website at

[1]www.ico.gov.uk

Copyright

Any copyright in the material provided with this response is owned by TfL
or one of its subsidiary companies unless otherwise stated. The disclosure
of information does not give the person or organisation who receives it an
automatic right to re-use it in a way that would otherwise infringe
copyright (for example, by making copies, publishing it, or issuing copies
to the public). Brief extracts of the material may be reproduced under the
fair dealing provisions of the Copyright, Designs and Patents Act 1998
(sections 29 and 30) for the purposes of research for non-commercial
purposes, private study, criticism, review and news reporting. In respect
of use for criticism, review and news reporting, any reproduction must be
accompanied by an acknowledgement that TfL or one of its subsidiary
companies is the copyright owner.

Re-use

If you would like to re-use the information supplied with this response
please contact TfL using the details provided in the attached letter.
Requests for re-use will be considered in accordance with the Re-use of
Public Sector Information Regulations 2005.

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