Customer information

Response to this request is long overdue. By law, under all circumstances, Transport for London should have responded by now (details). You can complain by requesting an internal review.

Dear Transport for London,

I am a member of the site WhatDoTheyKnow. I recently came across two requests which you refused under Section 8: FOI-0507-2223 and FOI-0325-2223.

I would like to clarify that I have no connection to the individual who originally requested this information, however the information which they seek is of interest to me and therefore you should treat this as one new request.

Please provide the following information:

1) Why have the Car Line Diagrams available on your website not been updated to include the most recent iterations and when will these be uploaded?

2) Why was the iBus destination announcement for route 240 changed from 'Golders Green Station' to 'Golders Green' - what was the rationale, when did this change take place, will the change be reversed and if so when will this happen?

3) Various routes such as 32, 79, 113, 240, 303 have 'Edgware Station' as their destination announcement whereas routes 107 and 251 do not, despite them terminating at the same exact stop. Why is this the case and will these route announcements be updated?

4) Please send a list of any new bus stops, and bus stops that have had (in the last 6 months) or plan to have their names changed (as far into the future as possible).

5) Please provide emails, documents, Teams messages or any other relevant information connected with complaint ref 16286156.

Yours faithfully,
Blair Milne

FOI, Transport for London

Dear Sir / Madam,

 

Thank you for your email of 8^th June 2022.

 

Please note that under section 8 of the Freedom of Information Act
requests must be submitted by applicants using their real name. If the
requester has used a pseudonym then their request will be invalid.

 

As we have reason to believe the request below has been submitted using a
pseudonym we will require proof of identification before processing the
request any further.

 

Yours sincerely,

 

David Wells

FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London

 

 

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Dear FOI,

Thank you for your response, however I find it very odd considering I outlined that I have no connection with the individual who made the original requests.

Nevertheless, is a copy of my driving license sufficient evidence to mitigate your suspicions?

Yours sincerely,

Blair Milne

FOI, Transport for London

Dear Sir / Madam,

 

Thank you for your further email of 10^th June 2022.

 

Yes, a copy of your driving licence will suffice.

 

Yours sincerely,

 

David Wells

FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London

 

 

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Dear FOI,

Many thanks for the clarification.

Due to attachment constraints when using the WhatDoTheyKnow website, I have uploaded a copy to Flickr, with my address and licence number blurred for privacy. The link is below.

[link removed]

I hope this is sufficient, please advise if it is not.

Yours sincerely,

Blair Milne

FOI, Transport for London

Dear Mr Milne,

 

TfL Ref: FOI-0561-2223

 

Thank you for your further email of 11^th June 2022.

 

I can confirm that we accept the link as proof of idenity, and would
suggest that you should now remove it from the site.

 

Your request will be processed in accordance with the requirements of the
Freedom of Information Act and our information access policy. 

 

A response will be sent to you by 8^th July 2022.

 

We will publish anonymised versions of requests and responses on the
[1]www.tfl.gov.uk website. We will not publish your name and we will send
a copy of the response to you before it is published on our website.

 

In the meantime, if you would like to discuss this matter further, please
do not hesitate to contact me.

 

Yours sincerely,

 

David Wells

FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London

 

 

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Dear FOI,

Thank you.

Please ignore point 3 of my request, as this issue has now been resolved.

Yours sincerely,

Blair Milne

Customerservice, Transport for London

[1]Transport for London
Transport
for London
Ref: 16929244

21 June

Dear Blair

Thank you for contacting us on 16 June asking about why the Car Line
Diagram on our website not been updated to include the most recent
iterations and will these be uploaded.

The website will be updated with these iterations in due course.All the
customer information teams have been working to update all the customer
information in the built, station, trains, and live Environment for the
launch of the Elizabeth line. Please be assured that archived customer
information is on the list to be updated but we are currently working
through these in order of priority.

In relation to the iBus announcements I have passed this on to the team
and will let you know once I receive a reply.

Thanks again for contacting us. If there is anything else we can help you
with, please reply to this email. Alternatively, you can call us on 0343
222 1234 and we'll be happy to help you.

Kind regards

Mark Wilson | Customer Relations & Policy Investigations.
Transport for London | Contact Centre Operations

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We aim to reply to all emails within ten working days.
[2]Mayor of London - Every Journey Matters
Transport for London (TfL) will use the personal information submitted on
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our service providers, associated organisations and agents for these
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FOI, Transport for London

4 Attachments

Dear Mr Milne,

 

TfL Ref: FOI-0561-2223

 

Thank you for your request of 8^th June 2022 asking for information about
bus stop names and a recent complaint about announcements at Mill Hill
East station.

 

Your request has been considered in accordance with the requirements of
the Freedom of Information Act and our information access policy. 

 

Specifically you asked:

 

“Please provide the following information:

 

1) Why have the Car Line Diagrams available on your website not been
updated to include the most recent iterations and when will these be
uploaded?

 

2) Why was the iBus destination announcement for route 240 changed from
'Golders Green Station' to 'Golders Green' - what was the rationale, when
did this change take place, will the change be reversed and if so when
will this happen?

 

3) [question withdrawn by applicant 14/06/2022]

 

4) Please send a list of any new bus stops, and bus stops that have had
(in the last 6 months) or plan to have their names changed (as far into
the future as possible).

 

5) Please provide emails, documents, Teams messages or any other relevant
information connected with complaint ref 16286156.”

 

Please note, the Freedom of Information Act relates to requests for
specific, recorded informatiom only. It does not cover questions asking
for explanation or opinion. Therefore, your first two questions have been
sent to our Customer Services team for response as they are not requests
for recorded information. Further, on 14^th June 2022 you withdrew your
question number 3. Therefore, only questions 4 and 5 are addressed below.

 

In answer to question 4, please see the spreadsheet attached which lists
name changes to bus stops in the last 6 months (to 21^st June 2022).

 

In answer to question 5, please see the two pdf documents attached. Note
that the incoming complaint has been withheld under section 40 of the
Freedom of Information Act, the exemption that protects against the unfair
release of third party personal data. Further redactions have been made
under the same exemption to the material provided, relating to any
information that would allow the complainant to be identified, as well as
to the direct contact details of TfL staff.

 

If this is not the information you are looking for, or if you are unable
to access it for any 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,

 

David Wells

FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London

 

 

 

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Dear FOI,

Thank you for providing some of the information.

In relation to question 5, the message that the customer service adviser sent to the service manager relates to faulty display screens. This does not relate to the announcements at Mill Hill East and Finchley Central.

In your attachment titled Doc 1, the adviser states: "I will raise this with the Service Control Manager for the Northern line to see if these announcements are able to be updated to reflect the information more accurately."

To clarify, I am looking specifically for the emails/messages/meetings/actions related to this claim.

Yours sincerely,

Blair Milne

FOI, Transport for London

Dear Mr Milne,

 

Thank you for your email of 1^st July 2022.

 

I have re-checked with our Customer Services team and can confirm that in
answer to Question 5 below you have been provided with all the recorded
material held in relation to the complaint in question, except for the
incoming complaint from the third party that, as explained previously, was
exempt under section 40 of the FOI Act.

 

Yours sincerely,

 

David Wells

FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London

 

 

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Dear FOI,

Thank you for your response.

Following your clarification that this is all that is held in relation to the enquiry, please could you kindly pass this email to your customer services team to explain why they lied/misled the third party about the following:

"I will raise this with the Service Control Manager for the Northern line to see if these announcements are able to be updated to reflect the information more accurately."

Clearly it was not raised with the Service Control Manager, otherwise you would have provided me with that email exchange. The exchange provided is not even related to the initial complaint from the third party.

Yours sincerely,

Blair Milne

FOI, Transport for London

Dear Mr Milne

We have forwarded your email to our customer service team.

Regards

FOI Case Management Team
Transport for London

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Customerservice, Transport for London

 

[1]Transport for London
Transport
for London
Ref: 17024021

13 July

Dear Blair Milne

I refer to your email of 6 July to our Freedom of Information Act Team about
announcement matters being referred to our Service Control Manager, which has
in turn been forwarded to me in Customer Services.

I can see you do not believe the matter was referred to our Service Control
Manager. I am unsure too. Sadly, the person who originally dealt with the
Northern line announcements issue has left this office. That said I am making
my own enquiries to see if any changes can be made. And once I have more
information, I'll write again.

Thanks for contacting us. 

Kind regards

John Charles
Customer Service Adviser
Transport for London Customer Services

Please be aware that the Northern line (Bank branch) will be closed between
Kennington and Moorgate from 15 January to mid-May 2022. This will have a
direct impact on not just the Northern line but lines and stations across our
network.

For further information click on the following –
[2]www.tfl.gov.uk/status-updates/major-works-and-events/northern-line-closure

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[3]Mayor of London - Every Journey Matters
Transport for London (TfL) will use the personal information submitted on
this form to process your feedback and provide you with the information or
services you have requested. We may need to share your information with our
service providers, associated organisations and agents for these purposes.
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Dear Customerservice,

Please could you provide an update regarding Ref: 17024021

Yours sincerely,

Blair Milne

acknowledgement, Transport for London

Thank you for contacting us at Transport for London. The reference number
for your enquiry is: 17365486 

 

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