Number of complaints london overground
Dear Transport for London,
Please could you supply me with the number of complaints received by London Overground regarding public address announcements.
Specifically I am seeking the number of complaints sent to you regarding volume, frequency and first and last times of public address announcements at Homerton station. However, if possible I would like to know the number for the whole of the overground network.
Yours faithfully,
Mr Bishop
Dear Mr Bishop
Our Ref: FOI-0343-1415
Thank you for your e-mail received on 4 June 2014 asking for information
about complaints received by London Overground regarding public address
announcements.
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 2 July 2014.
In the meantime, if you would like to discuss this matter further, please
feel free to contact me.
Yours sincerely
Gemma Jacob
FOI Case Officer
FOI Case Management Team
General Counsel
Transport for London
[1][TfL request email]
Dear Mr Bishop
Our Ref: FOI-0343-1415
Thank you for your e-mail received on 4 June 2014 asking for information
about complaints received by London Overground regarding public address
announcements (PA).
Your request has been considered in accordance with the requirements of
the Freedom of Information Act and our information access policy. I can
confirm we do hold the information you require.
In 2012 and 2013 many PA systems were turned off due to complaints from
local residents. In January 2014 all PAs were switched back on with lower
volume levels being set at a number of stations with neighbours in close
proximity, including Homerton station. Because the PA at Homerton is set
at a low level it is not always easy to hear announcements at this
station.
The table below shows the number of complaints that have been received by
the customer services team about PA volume and frequency of announcements
since 2012:
2012 2013 2014
PA Complaints 61 42 11
Of these complaints 14 relate to Homerton station.
At Homerton announcements begin just before the first train in the morning
at:
05:53 Monday to Friday
05:48 on Saturday
09:21 on Sunday
Announcements stop once the last train has served the station in the
evening at:
23:59 Monday to Friday
23:54 on Saturday
23:52 on Sunday
The volume of announcements is set lower prior to 07:00 and after 19:00.
The frequency of announcements regarding train arrivals has also been
decreased from three to one per train at Homerton.
If this is not the information you are looking for please feel free to
contact me.
Please see the attached information sheet for details of your right to
appeal.
Yours sincerely
Gemma Jacob
FOI Case Officer
FOI Case Management Team
General Counsel
Transport for London
[1][TfL request email]
Dear FOI,
Thank you for your reply which fell well inside your promised time frame.
You have answered my question with everything I asked for although there are one or two inaccuracies in your reply to which I will follow up at a later date.
For the moment there is one anomaly which I hope you can address. The P.A. system at Homerton Station does not end when stated in your reply. The system at Homerton Station runs 24 hours per day and there are many announcements after midnight regarding freight trains etc. Is it possible for you to tell me if there have been any complaints and their number regarding announcements after midnight.
Thank you for your time so far in this matter.
Yours sincerely,
Mr Bishop
Dear Mr Bishop
Our Ref: FOI-0455-1415
Thank you for your e-mail received on 24 June 2014 asking for information
about the PA system at Homerton 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 23 July 2014.
In the meantime, if you would like to discuss this matter further, please
feel free to contact me.
Yours sincerely
Gemma Jacob
FOI Case Officer
FOI Case Management Team
General Counsel
Transport for London
[1][TfL request email]
Dear Mr Bishop
Our Ref: FOI-0455-1415
Thank you for your e-mail received on 24 June 2014 asking for information
about the PA system at Homerton Station.
Your request has been considered in accordance with the requirements of
the Freedom of Information Act and our information access policy. I can
confirm we do hold the information you require.
Our Customer Relations Department is not aware of any complaints received
regarding the PA system at Homerton station in the early hours of the
morning. They have received no complaints about the PA at Homerton during
the whole of 2014.
The PA system at Homerton is supposed to be set up to the same
specifications as at our other stations, so if messages keep being heard
from the system in the early hours of the morning it implies that there is
a fault on the system. Our contractors have been asked to attend the site
and investigate the issue for us and they have reported back that the
Homerton PA system is set at the same volume levels as the rest of the
Network - the volume level after 19:00 and until 07:00 hours has been
reduced.
We understand that our contractors have taken steps to remedy the fault so
no announcements should be heard in the early hours of the morning. If
there continues to be an issue please contact our Customer Relations
Department at [1][email address].
If this is not the information you are looking for please feel free to
contact me.
Please see the attached information sheet for details of your right to
appeal.
Yours sincerely
Gemma Jacob
FOI Case Officer
FOI Case Management Team
General Counsel
Transport for London
[2][TfL request email]
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