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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...

• Question by: Tony Devenish
• Meeting date: 05 March 2020

Tony Devenish AM: Mr Mayor, going back to Assembly Member Arnold’s question about tin-eared anti-customer service culture, in many ways the best question I have heard in the entire four years from this Assembly, I have a suggestion for you. Will you consider involving the retiring Deputy Chair and Chair of the Assembly in the recruitment of Mr Brown’s successor? We have to sort out customer services. It is a shocking set of customer services. TfL does many things well, but customer service is not one of them.

• Question by: Tony Devenish
• Meeting date: 05 March 2020

Jennette Arnold OBE AM (Chair): I would not normally take a follow‑up question from the Member who has put that question because this is not Mayor’s update but because of the publicity and the concerns that I know of and a number of Members have raised about Hammersmith Bridge, can I ask Assembly Member Devenish if he has anything briefly to say in response to the Mayor? Tony Devenish AM: Good morning, Mr Mayor. As you know, it has been shut for 11 months, Hammersmith Bridge. We still do not have a direct plan of when we are going to...

• 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.