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• Question by: Jennette Arnold OBE
• Meeting date: 05 March 2020

Jennette Arnold OBE AM: Firstly, can I just add my congratulations to TfL staff and management for what I would call the transport revolution that has taken place across our city in the last 20 years? I say that based on the knowledge of the first transport goals and aims that were set out by the first Labour Mayor and having been able to be in a position in my constituency, with all the infrastructure development that my constituents have received, to see that 20-year strategy being delivered. Commissioner, that is the high point. I want now to raise some...

• Reference: 2020/0950
• Question by: Jennette Arnold OBE
• Meeting date: 05 March 2020

Staff training in the area of ‘Support customers when things go wrong’ is taking place. Please detail who is receiving the training, what its key objectives are and how its effectiveness will be measured in future monitoring.

• Reference: 2020/0951
• Question by: Jennette Arnold OBE
• Meeting date: 05 March 2020

In response to question 2020/0164 you stated that the current form is fit for purpose because it provides ‘noise and vibration’ as an option in a dropdown box. However, it still requires that complainants fill in journey details before their complaint can progress. Residents complaining about noise do not have dates and times of travel to fill in. Is this form deliberately difficult to navigate or is it simply not fit for purpose?

• Reference: 2020/0952
• Question by: Jennette Arnold OBE
• Meeting date: 05 March 2020

During Quarter 2 of 2019/20 TfL only closed 63.5% of complaint cases. What work is being put in place to improve this figure?

• Reference: 2020/0953
• Question by: Jennette Arnold OBE
• Meeting date: 05 March 2020

Constituents complain that when they contact TfL for help with issues, they receive responses that only partially answer their questions and do not fully deal with their concerns. Please explain how those working for outsourced companies are trained to respond to the individual issues raised by TfL customers.

• Reference: 2020/1447
• Question by: Jennette Arnold OBE
• Meeting date: 05 March 2020

Jennette Arnold OBE AM (Chair): Over to the Mayor and the Commissioner. If you would just give us an update on Coronavirus specifically.

• Question by: Jennette Arnold OBE
• Meeting date: 08 December 2004

I wonder if you might just draw down a little bit and say is your planning based on a sector response. Listening to you, yes, you have all this equipment, but we are just used to seeing fire engines moving from A to B. How would you respond to a sector? Are you saying that you have enough equipment and resources within a given sector, and so that that would, in itself, support a catastrophic incident in that sector?

• Question by: Jennette Arnold OBE
• Meeting date: 08 December 2004

A lot of your learning came about after 9/11. Have you been around the table with your New York colleagues recently? I am just trying to get a sense of whether the equipment we have bought since 9/11 is really state-of-the-art. Is that something for the next two years, or should we be finding ways of working with people from Spain, New York, more so, because clearly, things move on in other worlds?

• Question by: Jennette Arnold OBE
• Meeting date: 08 December 2004

Last night in my constituency there was a major meeting because of concerns of movement of ordinary engines. What can you say to Londoners today in terms of your readiness from your service and working in collaboration with colleagues. Are you ready?

• Question by: Jennette Arnold OBE
• Meeting date: 08 December 2004

Surely you have learnt from that exercise and tested, and what did you use at that exercise, because you are saying ' in answer to question 363/2004 ' you are waiting for more equipment. What is happening now?