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“Please help me persuade LOROL London Overground (TfL) to provide more frequent southbound late evening services” – Christine Russell

Description

Christine Russell

Please provide more frequent southbound services from Canada Water after 10.30pm. The majority of your customers arrive via the Jubilee line which still runs every 2-5 minutes yet the wait time for the onward journey can be up to 20 minutes. Considering the Jubilee line directly serves venues such as the O2 Arena, National Theatre, Royal Festival Hall as well as large parts of Central London services are cut just at the time people who have attended evening concerts or performances, or indeed those who work at these venues are trying to get home. To make matters worse there is only seating for 12 people on the southbound platform so not only is there a long wait but an uncomfortable one. Then when a train finally arrives there are so many people you are then lucky to find a seat.

Problem History

  • 1 Christine Russell reported the issue on FixMyTransport. close 16:35 12 Oct 2011
  • 2 Christine Russell wrote to LOROL London Overground (TfL) close 16:35 12 Oct 2011

    Here is the letter that Christine Russell wrote.

    Southbound trains from Canada Water after 2230 & lack of seating on platforms

    Please provide more frequent southbound services from Canada Water after 10.30pm. The majority of your customers arrive via the Jubilee line which still runs every 2-5 minutes yet the wait time for the onward journey can be up to 20 minutes. Considering the Jubilee line directly serves venues such as the O2 Arena, National Theatre, Royal Festival Hall as well as large parts of Central London services are cut just at the time people who have attended evening concerts or performances, or indeed those who work at these venues are trying to get home. To make matters worse there is only seating for 12 people on the southbound platform so not only is there a long wait but an uncomfortable one. Then when a train finally arrives there are so many people you are then lucky to find a seat.

  • 3 Overground Info responded to Christine Russell close 13:14 13 Oct 2011
    Dear Sir or Madam,

    Thank you for letting us know that one of your members has
    highlighted an issue for our attention.  We will pass this on to
    the correct team so that they can look into their concerns.

    We aim to deliver the best possible service to London Overground
    customers by providing a safe, reliable, welcoming and value for
    money service.  If your member would like to discuss this matter
    directly our contact details are:

    * Via our website at
    tfl.gov.uk/londonoverground
    * Pick up a 'Comments and customer charter refund application
    form' from any London Overground station and hand it to a
    member of staff
    * Email us at [1][LOROL London Overground (TfL) problem reporting email]
    * Call the Customer Services Team on
    Telephone: 0845 601 4867
    Textphone: 020 3031 9331
    Monday to Friday 09:00 to 17:00 (excluding public holidays)
    * Write to us at
    London Overground
    Customer Services Team
    125 Finchley Road
    London NW3 6HY

    Please include a telephone number in any correspondence.  We
    find that a telephone conversation is often more effective than
    lengthy correspondence.

    Kind regards,

    Paul Siniecki
    Customer Servies Team
    London Overground

    show quoted sections
  • 4 [email address] responded to Christine Russell close 10:31 16 Oct 2011
    Our ref: 1009657550

    Date: 16.10.2011

    Dear Ms Russell

    Thank you for your feedback form regarding services east of
    Canada Water station after 10.30pm.

    We review and adjust our timetables on a periodic basis to meet
    the changing demands of London. Your feedback has been noted and
    will be brought to the attention of teh Jubilee line management
    team for the next review.

    Please contact me again if you need any help in the future.

    Yours sincerely,

    David Carr
    Customer Service Team Manager
    Customer Service Centre

    If you wish to reply directly to this email, please click on the
    reply button on your toolbar. Please do not alter or delete the
    subject line as this will result in your email not being
    delivered.

    To improve our service we would very much like your feedback and
    we would be grateful if you would complete our brief and
    confidential Customer Satisfaction Survey. To access the survey
    [1]click here.

    If you wish to contact us with a new or unrelated query or look
    at our Frequently Asked Questions, please [2]click here

    DO NOT DELETE.............................
    {ticketno:[2156874]}
    DO NOT DELETE.............................

    Notes
    15.10.2011          11:29:40            SMITHCA01

    Please provide more frequent southbound services from Canada
    Water
         after 10.30pm. The majority of your customers arrive via
    the
         Jubilee line which still runs every 2-5 minutes yet the
    wait time
         for the onward journey can be up to 20 minutes. Considering
    the
         Jubilee line directly serves venues such as the O2 Arena,
    National
         Theatre, Royal Festival Hall as well as large parts of
    Central
         London services are cut just at the time people who have
    attended
         evening concerts or performances, or indeed those who work
    at these
         venues are trying to get home. To make matters worse there
    is only
         seating for 12 people on the southbound platform so not
    only is
         there a long wait but an uncomfortable one. Then when a
    train
         finally arrives there are so many people you are then lucky
    to find
         a seat.

    References

    Visible links
    1. http://surveymonkey.com/s.asp?u=32217545...
    2. https://custserv.tfl.gov.uk/icss_csip/re...(J2EE704339600)ID0870282252DB00318196178529245256End;saplb_*=(J2EE704339600)704339652?secure=on
  • 5 Christine Russell commented close 12:59 16 Oct 2011

    Although my complaint related to the late evening southbound London Overground services from Canada Water and the lack of seating on the southbound platform it appears that LOROL passed the email to TFL Customer Services who have responsed about eastbound Jubilee Line services!

  • 6 Christine Russell wrote to LOROL London Overground (TfL) close 13:26 16 Oct 2011

    On October 12th FixMyTransport.com emailed you with the following issue I had logged on their website:

    "Please provide more frequent southbound services from Canada Water after 10.30pm. The majority of your customers arrive via the Jubilee line which still runs every 2-5 minutes yet the wait time for the onward journey can be up to 20 minutes. Considering the Jubilee line directly serves venues such as the O2 Arena, National Theatre, Royal Festival Hall as well as large parts of Central London services are cut just at the time people who have attended evening concerts or performances, or indeed those who work at these venues are trying to get home. To make matters worse there is only seating for 12 people on the southbound platform so not only is there a long wait but an uncomfortable one. Then when a train finally arrives there are so many people you are then lucky to find a seat. "

    On October 13th @ 1314 Paul Siniecki, Customer Servies Team, London Overground responded:

    "Thank you for letting us know that one of your members has highlighted an issue for our attention. We will pass this on to the correct team so that they can look into their concerns".

    However an email has been received today 16th October @ 1031 from David Carr, Customer Service Team Manager, Customer Service Centre (Our ref: 1009657550) in which he refers to the Jubilee line timetable and my contact regarding services east of Canada Water station after 10.30pm!!

    It would seem the original email has been passed to the wrong department as my complaint has nothing to do with the Jubilee line service. I was only referring to the Jubilee line as the majority of customers travelliing from Canada Water to Forest Hill transfer from that line which runs far more frequently.

    Please therefore respond to the original issue.

    Thank you
    Christine Russell

  • 7 Christine Russell added an update close 13:27 16 Oct 2011

    Email sent to London Overground referring them to the original issue.

  • 8 Myf Nixon commented close 11:03 17 Oct 2011

    Well done in setting them right, Christina - keep on the case!

    anorak
    admin
  • 9 Overground Info responded to Christine Russell close 13:37 17 Oct 2011
    Thank you for contacting London Overground. 

    We have received your recent correspondence and will start
    looking into your comments as soon as possible.  We aim to
    respond to you within seven working days, however it may take us
    longer to look into your comments on some occasions.

    However, if your contact is urgent, you may prefer to give us a
    call on 0845 601 4867 (open Mon to Fri 0900 - 1700 except
    Bank Holidays). Please mention to the team that you have already
    sent an email.

    For Transport for London travel information and journey planning
    please visit [1]tfl.gov.uk or call 0843 222 1234.

    For National Rail train times, fares and information visit
    [2]www.nationalrail.co.uk or call 08457 48 49 50.

    show quoted sections
  • 10 London Rail Enquiries responded to Christine Russell close 11:17 18 Oct 2011
    Ms Russell,

    Thank you for your comments on more frequent late evening London
    Overground services.

    Having looked at the timetable, I can see the trains from Canada
    Water heading southbound depart every 10 minutes from around
    22:11hrs. However, when a train terminating in New Cross is
    timetabled, passengers for Forest Hill could face a maximum wait
    of 20 minutes. This is based on the assumption of just missing a
    departing southbound West Croydon/ Crystal Palace train and the
    next train being a New Cross terminator.

    Whilst I understand that when faced with a wait of up to 20
    minutes late on an evening more platform seating would be
    beneficial, for the vast majority of the day, passengers will
    not have to wait longer than 5 minutes for a train.

    I am sorry this is not the answer you are looking for but hope I
    have been able to explain our scheduling.

    Regards

    Val Mitchell

    Corporate Communications Executive

    TfL London Rail

    ------------------- Original Message

    show quoted sections

    The information contained in this email and any attachment is
    confidential. It is intended only for the named addressee(s). If
    you are not the named addressee please notify the sender
    immediately and do not disclose, copy or distribute the contents
    to any other person other than the intended addressee(s) without
    the prior written consent of London Overground Rail Operations
    Ltd. Registered office: Great Central House, Marylebone Station,
    Melcombe Place, London, NW1 6JJ. Company No: 5668786

    References

    Visible links
    1. http://www.fixmytransport.com/campaigns/...
    2. http://www.fixmytransport.com/feedback
    3. http://www.tfl.gov.uk/ourcompany
    4. http://www.messagelabs.com/email
  • 11 Myf Nixon commented close 11:21 18 Oct 2011

    That is a shame Christine - it sounds as if evening passengers don't matter as much as daytime ones!

    anorak
    admin
  • 12 Christine Russell wrote to LOROL London Overground (TfL) close 14:41 18 Oct 2011

    Thank you for your response, although as you rightly say it is not the answer I was looking for.

    It is very disappointing that with such a good service during the day customers are let down at night. You refer to the services that terminate at New Cross - seeing these services running with much fewer customers than are waiting on the platform for the West Croydon or Crystal Palace services irrates even more. And in addition seeing 2 out of service trains (presumably returning to the depot at New Cross Gate) running through while you are still waiting is even worse.

    I am also very disappointed at the lack of consideration given to those of your customers who are unable to stand for any period of time. You say you "understand that when faced with a wait of up to 20 minutes late on an evening more platform seating would be beneficial". However for some of your customers it is not a case of being beneficial but a necessity". There is a whole spectrum of disabilities and not everyone is in a wheelchair. Just putting a priority seating label on a seat doesn't mean anything when fully able bodied people selfishly refuse to give up the seat even when asked. It is also difficult to ask knowing the sort of response you often get, especially at this time of the evening when many have been out drinking.

    Christine Russell

  • 13 Myf Nixon advised Christine to write to Valerie Shawcross. close 15:19 18 Oct 2011

    Hi Christine,

    I note your lack of satisfactory response and I wonder if you might like to get your London Assembly member, Valerie Shawcross involved.

    (There are another 11 too, if you don't get a satisfactory answer from Ms Shawcross: http://www.writetothem.com/who?pc=SE16+6QE)

    Among the London Assembly's responsibilities is making sure that public transport is satisfactory and suitable for everyone within the constituency, so this is most certainly something that she should be interested in.

    I've drafted an email which you may wish to edit or even overwrite completely.

    Good luck!

    Myf Nixon

    anorak
    admin
  • 14 Overground Info responded to Christine Russell close 15:57 19 Oct 2011
    Thank you for contacting London Overground. 

    We have received your recent correspondence and will start
    looking into your comments as soon as possible.  We aim to
    respond to you within seven working days, however it may take us
    longer to look into your comments on some occasions.

    However, if your contact is urgent, you may prefer to give us a
    call on 0845 601 4867 (open Mon to Fri 0900 - 1700 except
    Bank Holidays). Please mention to the team that you have already
    sent an email.

    For Transport for London travel information and journey planning
    please visit [1]tfl.gov.uk or call 0843 222 1234.

    For National Rail train times, fares and information visit
    [2]www.nationalrail.co.uk or call 08457 48 49 50.

    show quoted sections
  • 15 Rich Hib commented close 04:36 20 Oct 2011

    This issue was raised at the recent Forest Hill Society AGM and will be taken up by them at the LOROL Passenger Board.

  • 16 Overground Info responded to Christine Russell close 13:53 20 Oct 2011
    Dear Ms Russell

    Thank you for contacting London Overground.

    I have passed your comments to the relevant department at
    Transport for London to the attention of Val Mitchell.  I am
    sure that they will be in contact soon, however if you wish to
    contact them in the meantime their contact details are:

    Email: [1][email address]
    If I can be of any further assistance please do not hesitate to
    contact me.

    Kind regards,

    Douglas Johnson
    Customer Services Team
    London Overground

    ------------------- Original Message

    show quoted sections

    The information contained in this email and any attachment is
    confidential. It is intended only for the named addressee(s). If
    you are not the named addressee please notify the sender
    immediately and do not disclose, copy or distribute the contents
    to any other person other than the intended addressee(s) without
    the prior written consent of London Overground Rail Operations
    Ltd. Registered office: Great Central House, Marylebone Station,
    Melcombe Place, London, NW1 6JJ. Company No: 5668786

    References

    Visible links
    1. mailto:[email address]
    2. http://www.fixmytransport.com/feedback
    3. http://www.tfl.gov.uk/ourcompany
    4. http://www.messagelabs.com/email
  • 17 Overground Info responded to Christine Russell close 14:59 20 Oct 2011
    Dear Sir or Madam,

    Thank you for letting us know that one of your members has
    highlighted an issue for our attention.  We will pass this on to
    the correct team so that they can look into their concerns.

    We aim to deliver the best possible service to London Overground
    customers by providing a safe, reliable, welcoming and value for
    money service.  If your member would like to discuss this matter
    directly our contact details are:

    * Via our website at
    tfl.gov.uk/londonoverground
    * Pick up a 'Comments and customer charter refund application
    form' from any London Overground station and hand it to a
    member of staff
    * Email us at [1][LOROL London Overground (TfL) problem reporting email]
    * Call the Customer Services Team on
    Telephone: 0845 601 4867
    Textphone: 020 3031 9331
    Monday to Friday 09:00 to 17:00 (excluding public holidays)
    * Write to us at
    London Overground
    Customer Services Team
    125 Finchley Road
    London NW3 6HY

    Please include a telephone number in any correspondence.  We
    find that a telephone conversation is often more effective than
    lengthy correspondence.

    Kind regards,

    Paul Siniecki
    Customer Servies Team
    London Overground

    ------------------- Original Message

    show quoted sections

    The information contained in this email and any attachment is
    confidential. It is intended only for the named addressee(s). If
    you are not the named addressee please notify the sender
    immediately and do not disclose, copy or distribute the contents
    to any other person other than the intended addressee(s) without
    the prior written consent of London Overground Rail Operations
    Ltd. Registered office: Great Central House, Marylebone Station,
    Melcombe Place, London, NW1 6JJ. Company No: 5668786

    References

    Visible links
    1. mailto:[LOROL London Overground (TfL) problem reporting email]
    2. http://www.fixmytransport.com/feedback
    3. http://www.tfl.gov.uk/ourcompany
    4. http://www.messagelabs.com/email
  • 18 London Rail Enquiries responded to Christine Russell close 17:01 02 Nov 2011
    Dear Ms Russell

    Thank you for your email on late evening London Overground
    services.

    Further to the information I have already provided to you, I can
    confirm that London Overground currently do not plan to provide
    more services during the latter part of the evenings on the
    Highbury & Islington to West Croydon route.

    Your dissatisfaction with the service and the points you have
    raised, have been noted and will be kept on our records for
    future use when reviewing the situation.

    Kind regards.

    Val Mitchell

    Corporate Communications Executive

    TfL London Rail

    LOROL Reference: LOR-29522-091CJS
    Customer:
    Christine Russell campaign[email address]

    Dear Sir or Madam

    Please find enclosed correspondence for you to respond to, which
    refers to earlier correspondence from Val Mitchell.  I have
    informed the customer that we have passed this correspondence to
    you.

    Please do not hesitate to contact me if you have any further
    queries.

    Kind regards,

    Douglas Johnson
    Customer Services Team
    London Overground

    ------------------- Original Message

    show quoted sections
  • 19 Shaun McDonald commented close 01:14 03 Nov 2011

    A much more important thing for me is that the last train to West Croydon is too early, which means that I have to go via London Bridge which is more expensive with Oyster PAYG.

    anorak
  • 20 Mark Jones advised Christine to write to London Travelwatch. close 12:17 03 Nov 2011

    Hi Christine,

    I've got some advice for you. What I think you should do next is write to London Travelwatch. They know how to get this type of issue fixed.

    Good luck!

    Mark Jones

    anorak
    admin
Comment
  • started 12 October 2011
  • supporters 8
Train route between Canada Water and Forest Hill operated by LOROL London Overground (TfL)
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