Customer Service and Complaints at Hackney Central Overground Station.

Philip Glanville made this Freedom of Information request to Transport for London

This request has been closed to new correspondence from the public body. Contact us if you think it ought be re-opened.

Roedd y cais yn llwyddiannus.

Dear Transport for London,

I would like to request:

A breakdown of the number of customer complaints made about services at Hackney Central Overground Station for each of the last twelve months;

A breakdown of those complaints by type - for example customer service, cleaning, or lateness of trains;

The number of those customer complaints that were investigated; and the number of customer complaints upheld;

Information on the outcomes of complaints that were upheld, including changes in procedures or training at Hackney Central Station;

A copy of the customer service training or equivalent manual used to train ticket office and gate staff at Hackney Central;

The average of number of complaints made regarding Overground Stations on the former North London Line branch of the London Overground.

Yours faithfully,

Cllr Philip Glanville
Labour Councillor for Hoxton
London Borough of Hackney

FOI, Transport for London

Dear Cllr Glanville
 
TfL Ref: FOI-1266-1213
 
Thank you for your email received by Transport for London (TfL) on 2
November 2012 asking for information about the number of customer
complaints made about services at Hackney Central Overground Station.
 
Your request will be processed in accordance with the requirements of the
Freedom of Information Act and TfL’s information access policy. 
 
A response will be provided to you by 3 December 2012.
 
In the meantime, if you would like to discuss this matter further, please
do not hesitate to contact me.
 
Yours sincerely
 
Eva Hextall
FOI Case Officer
 
FOI Case Management Team
Corporate Governance Directorate
General Counsel
Transport for London
 
 

dangos adrannau a ddyfynnir

FOI, Transport for London

4 Atodiad

Dear Cllr Glanville

 

TfL Ref: FOI-1266-1213

 

Thank you for your email received by Transport for London (TfL) on 2
November 2012 asking for information about the number of customer
complaints made about services at Hackney Central Overground Station.

 

Your request has been considered in accordance with the requirements of
the Freedom of Information Act and TfL’s information access policy.  I can
confirm TfL does hold the information you require. You asked for:

 

1. A breakdown of the number of customer complaints made about services at
Hackney Central Overground Station for each of the last twelve months;

 

2. A breakdown of those complaints by type - for example customer service,
cleaning, or lateness of trains;

 

A total of 85 complaints have been received in relation to train services
and customer service at Hackney Central over the last 12 months. A
breakdown of the complaints is detailed in the table below:

Hackney Central Period  
Complaint Type 8 9 10 11 12 13 1 2 3 4 5 6 7 Total
16 11 8 5 4 1 29 27 24 22 19 16
Oct 13 Dec Jan Feb Mar Apr Apr May Jun Jul Aug Sep
– 12 Nov – 7 – 4 – 3 – 31 -28 – 26 – 23 – 21 – 18 – 15 – 13
Nov - 10 Jan Feb Mar Mar Apr May Jun Jul Aug Sep Oct
2011 Dec 2012 2012 2012 2012 2012 2012 2012 2012 2012 2012 2012
2011
Staff Complaint 0 2 1 2 1 1 0 1 0 1 1 0 3 13
Ticket/Oyster 1 1 5 5 7 7 1 4 3 1 4 3 3 45
Problems
Station Quality 3 1 0 1 0 0 0 1 0 1 0 0 1 8
Train Service 1 4 3 5 0 0 0 1 1 2 0 1 0 18
Complaints
Accident/Hazard 0 0 0 0 1 0 0 0 0 0 0 0 0 1
Total 5 8 9 13 9 8 1 7 4 5 5 4 7 85

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

3. The number of those customer complaints that were investigated; and the
number of customer complaints upheld;

 

4. Information on the outcomes of complaints that were upheld, including
changes in procedures or training at Hackney Central Station;

 

All customer complaints are investigated by London Overground Rail
Operations Limited (LOROL), who operate services on TfL’s behalf, and are
broken down into distinct categories reported on to the directors of LOROL
and TfL each period.  The attached document summarises customer service
issues raised with LOROL in each four-week period of the last year. Please
note TfL does not hold outcomes of the complaints. We are only provided
with the attached customer relations summary reports for every period.

 

Staff complaints are additionally recorded in LOROL’s staff complaints
database as well as being passed to a customer service manager  (CSM) who
manages a section of the stations on the network.  The CSM will then
allocate the complaint to the relevant service delivery manager to
investigate.

Details of the investigation once completed are recorded in the staff
complaints database and the customer who made the complaint written to,
explaining what has occurred with general details of action being taken
including relevant training being pursued.  Occasionally, complaints can
be such that when investigated disciplinary action will be taken against a
member of staff.   At Hackney Central we are aware of problems with Ticket
Vending Machines (TVM) which is not just specific to this station and as a
result of complaints logged (and reportage of times taken when these
machines are out of service) meetings have been held with the supplier of
the TVM in order to resolve this problem.Some of these meetings have
included staff at the highest level within LOROL.  

5. A copy of the customer service training or equivalent manual used to
train ticket office and gate staff at Hackney Central;

 

Please find attached the competencies covered under induction training for
Ticket Office and Gateline staff, as well as the training programme for
such staff.  Refresher courses are also undertaken as required. 

6. The average of number of complaints made regarding Overground Stations
on the former North London Line branch of the London Overground.

 

The following chart is a breakdown of complaints received over the last 13
periods (4 weekly) for all London Overground managed stations on the North
London line:

·         South Acton

·         Acton Central

·         Willesden Junction

·         Kensal Rise

·         Brondesbury Park

·         Brondesbury

·         West Hampstead

·         Finchley Road & Frognal

·         Hampstead Heath

·         Gospel Oak

·         Kentish Town West

·         Camden Road

·         Caledonian Road & Barnsbury,

·         Canonbury

·         Dalston Kingsland

·         Hackney Central

·         Homerton

·         Hackney Wick

 

 

.

NLL Line Period  
Stations
Complaint Type 8 9 10 11 12 13 1 2 3 4 5 6 7 Total
16 11 8 5 4 1 29 27 24 22 19 16
Oct 13 Dec Jan Feb Mar Apr Apr May Jun Jul Aug Sep
– 12 Nov – 7 – 4 – 3 – 31 -28 – 26 – 23 – 21 – 18 – 15 – 13
Nov - 10 Jan Feb Mar Mar Apr May Jun Jul Aug Sep Oct
2011 Dec 2012 2012 2012 2012 2012 2012 2012 2012 2012 2012 2012
2011
Staff Complaint 12 7 12 12 10 7 7 9 12 11 17 14 10 140
Ticket/Oyster 16 11 19 16 26 16 14 7 15 14 21 18 7 200
Problems
Station Quality 2 4 2 6 2 7 0 6 0 5 10 6 7 57
Train Service 52 55 90 69 19 25 32 40 90 65 82 13 18 650
Complaints
Accident/Hazard 1 4 1 4 3 3 1 1 0 2 2 2 2 26
Information/PA 2 3 6 5 3 4 7 15 11 7 1 3 1 68
Volume
Praise 4 2 0 2 1 0 2 1 0 2 8 2 0 24
Total 89 86 130 114 64 62 63 79 128 106 141 58 45 1165

 

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.

 

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

 

Eva Hextall

FOI Case Officer

 

FOI Case Management Team

Corporate Governance Directorate

General Counsel

Transport for London

 

 

dangos adrannau a ddyfynnir