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Attachment to Your Email Response 2388191 Dear Customer Services Good afternoon. I would quite like a reply from somebody since I put in this idea forward in Sept. 2011.No response so far. I think it is a good idea. Best Wishes ----- Original Message ----- From: To: [email protected] Sent: Saturday, December 10, 2011 5:59 PM Subject: Book swap and other matters Dear Boris Johnson Firstly a preamble of my journey before I picked up the Evening Standard re the book swap award. I am disabled and cannot use an escalator and therefore on Thursday evening I had to wend my way from Charlotte Street to catch a bus to Paddington and then on to Ealing Broadway.It was late ,windy and cold. There was no Countdown system at the south side of Marylebone Road/Warren Street and so I had no idea if I should get a taxi to Paddington or not.And because of all the high rise buildings around there the area is a blasted plain.I finally got a 27 to Paddington where I caught virtually the last train to Ealing Broadway. The Evening Standard had been left on the train.I had a lengthy time to admire the new roof at Paddington but the train was overcrowded and I had to fight my way off at Ealing to be met by endless stairs and decrepitude.We desperately need a temporary lift and a temporary face lift at EB because the station is not fit for purpose and the new Crossrail one will not be able to cope with the number of people using it.But that is years away. The Evening Standard and Book Swap.I would just like to point out that I sent the attached letter re a Book Swap at Northfields Station in September and have had no reply and so it was quite a surprise to see that the idea was being presented to the Mayoral candidates on Monday and that you were all very keen on the idea.Please can I set up my Northfields Tube Station book swap as per my letter. Buses.We need comfortable accessible buses as in Brighton and Nottingham and then people will leave their cars at home.We also need double shelters and more countdown systems.We don't all own smart phones. Best Wishes and looking forward to hearing from you Hello Thanks for your email about your Book Swap idea and other issues, which has been brought to my attention. I'm sorry but we have no record of having received your previous email. I can really only answer your concerns about the provision of lifts at Ealing Broadway station, which I'll come to in a moment. I am aware though that it was reported in December that the Mayor was considering the possibility of setting up book swaps and book shares at tube and train stations across London in time for the Olympics. I can see that you emailed the Mayor's office on this and you may wish to check progress on this by emailing his office again. On the provision of lifts at Ealing Broadway station, I would explain that the station is managed by the First Great Western train company, to whom I have forwarded a copy of your email for them to reply to you directly on this matter. Should yoiu wish to contact them in the meantime their details are as follows: Customer services team First Great Western Freepost SWB40576 Plymouth PL4 6ZZ Tel. no. 08457 000 125 (7am-10pm daily) Email: [email protected] I have noted the issues you have raised about improving buses and have asked my colleagues in Transport for London's Customer Relations team to write to you separately about this. I hope the information I have provided is helpful and please contact us again if we can be of any help in the future. Kind regards Phil Wilkins Customer Services Notes 20.01.2012 14:46:12 WILKINPH01 Forwwarded copy of email to First Great Western to address customer's concerns about Ealing Broadway. 2397468 Notes 25.01.2012 10:54:48 SMITHCA01 GB Form sent ____________________ Notes 13.01.2012 20:23:57 WEBLOGIN PREFERRED MEANS OF CONTACT: PHONE Today at Ealing Broadway at about 13:15 we went to board a District Line train and as I stepped up onto the train I lost my shoe onto the track between the platform edge and the train. We initially spoke to the cleaner on the platform and asked if we could use her broom to retrieve the shoe which was standing the right way up and was against the wall of the platform, easily reachable. She told us we had to see the supervisor and he came along and we asked if he could retrieve it. He said he could not as he was not allowed to, due to rule changes a year ago. He then said it would be collected overnight and to collect it tomorrow. My husband asked if he could not get it himself once the train was gone as all he had to do was lay on the platform and use a broom, and was told that if he did he could get arrested. His advice, that there was a Clarkes outside, did not go down too well at this point and we eventually left with a bag having to cover my foot to protect it. This in itself was dangerous as I could have easily slipped or cut myself. I ended up having to pay £24.99 for a new pair of shoes just because of some rule which says he cannot retrieve it. I find that this is not a very customer friendly way to treat your older customers, in this case 64. Would his advice have been the same had it been snowing, or raining. I even tried complaining to my son-in-law who works in the underground but this did not help either. I must say that the individual we dealt with was not rude at all but just seemed to be following the rules for the sake of following the rules. Would he have left a £15,000 Rolex watch down there? I really would like a refund of the cost of my shoes and I still have to go back and collect my shoe tomorrow wasting more of my time. Our ref: 1010080212 / 2397468 Date: 3-May-13 Dear Thank you for writing to us about your accident whilst travelling on London Underground. Claims for damages due to our alleged negligence are managed by a company independent to us. Please complete the enclosed questionnaire and send it directly to them. They will gather relevant information and if they judge that damages are due, they will make a fair settlement with you directly. In order to maintain Gallagher Bassett’s independence, we do not get involved in the settling of individual claims. Should you have any queries about the progress or settlement of your claim please contact Gallagher Bassett directly. I have provided their address and telephone number should you wish to contact them. Gallagher Bassett PO Box 42501 London E1 1YB Tel: 0207 208 8500 You may take your own legal advice or seek guidance from Citizens Advice at any time. I do hope that this experience will not deter you from using the tube in the future. Yours sincerely Caroline Smith Customer Service Advisor Customer Service Centre 2407320 Notes 18.01.2012 08:15:42 WEBLOGIN PREFERRED MEANS OF CONTACT: EMAIL The platform indicator said the train on platform 9 would be the first to go, but this was incorrect. However, there were no staff on the platform saying that platform 8 was actually the first train, and no announcements until literally 5 seconds until the platform 8 train departed- not enough time for us to change. This is extremely frustrating as I will now be late to my new job simply because TFL is incapable of getting its signage correct. Please make sure passengers know which is the first train- this has happened to me on a few occasions now. Our ref: 1010097195 Date: 31.01.2012 Dear Thank you for contacting us about the poor level of service information we are offering at present on the District line. We are aware that there are problems at present with the provision of accurate train service information at certain stations on the District line, including Ealing Broadway. These usually show the programmed departure of the trains but may not be immediately updated if the trains are running out of order. Where this happens station staff should make announcements to customers to advise which train will leave. I should point out that this station is managed and staffed by First Great Western and that if you experience a problem over staff matters it would be advisable to contact them directly. The contact details for this company are: First Great Western, Customer Services Team, First Great Western, Freepost, WB40576, Plymouth, PL4 6ZZ Tel.: 08457 000 125 (open 07:00 to 22:00 daily) Unfortunately, the problem with the dot matrix indicators is not likely to be fully resolved until our signals are upgraded in this area. The new dot matrix indicators will receive information directly from the signals and trains. This new signalling system will be installed as part of the Underground upgrade programme but will, unfortunately, not be operational for some years. You may like to find out more about our Tube Upgrade plan and, if so, you can see the full details on the following link: http://www.tfl.gov.uk/corporate/projectsandschemes/18070.aspx However, if you access the internet via your mobile phone then you may find our online live departure board information helpful and can be found at the following link: www.tfl.gov.uk/tfl/livetravelnews/departureboards.
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