GREATERLONDONAUTHORITY LONDONASSEMBLY

Subject: LTUC Quarterly Performance Monitoring Report Number: 7

Report to: Transport Committee

Date: 23rd February 2004

Report of: Director of Secretariat

1. Recommendations

1.1 Members are recommended to note the report and comment as appropriate.

2. Background

2.1 A report from the Director of LTUC which is attached as Appendix A provides members with an update of recent activities by Transport Users Committee (LTUC) and its performance against the targets set in its Business Plan, together with a financial report for the 9 months ended the 31st December 2003. Due to a time lapse between the end of a quarter and production of figures on complaints handling some of the data in the appendix relates to the period ended the 30th September 2003.

2.2 At its meeting on 5th December 2002, the Transport Committee supported the bid from LTUC for an additional £70,000 in 2004/5 to fund the second stage of its salary review and “noted that its decision would feed into the budget process for 2003/4.” It also resolved that “support for the bid was subject to discussion with LTUC about a performance management regime. This regime would introduce targets to make LTUC more accountable but would not fetter the right of LTUC to manage its own business. These targets would include the financial monitoring of LTUC on a quarterly basis”.

2.3 In response to this resolution, LTUC have agreed to submit quarterly monitoring reports. This is the forth report.

3. Strategy Implications

3.1 There are none.

4. Legal Implications

4.1 There are none.

5. Financial Implications

5.1 The report attached shows that LTUC are forecasting net expenditure in line with the approved budget for 2003/04.

Background Papers: None Contact: Katy Shaw Tel: 020 7983 4416 Summary

1.1 This report provides Assembly Members with an update of recent activities of London Transport Users Committee (LTUC) and its performance against the targets set in its Business Plan, together with a financial report for the 9 months ended the 31st of December 2003. There is a necessary time lapse between the end of a quarter and the time when we can report on certain aspects of our complaints handling so some of the data in this report relate to the period ended the 30th of September 2003.

Finance

2.1 LTUC’s budget from the GLA for 2003 - 04 was set at £1,289,000, to which is added £20,415 as recompense from the Rail Passengers Council in respect of work done on rail safety matters for the Rail Passengers Council/Committee network by LTUC’s Deputy Director. LTUC budgeted for expenditure totalling £1,310,368, the difference of £953 to be funded from reserves.

2.2 A summary of LTUC’s income and expenditure to date can be found in Appendix B. The summary shows that as at 31 December 2003, LTUC had spent £937,963 which is £67,207 under budget. LTUC’s expenditure profile is not spread evenly through the year and this year it has changed as the year has progressed. LTUC is expecting to end the year having under- spent by no more, and possibly significantly less than £20,000 or just 1.5% of its budget.

Business Plan

3.1 Following the Committee’s discussion on LTUC’s Business Plan, a meeting was held between the Director of LTUC and the GLA’s Senior Project Manager to discuss how the Plan might be presented in future years. Work is continuing to meet the Committee’s concerns in this regard.

Complaints Handling

4.1 As predicted in LTUC’s last report to the Committee, there has been a very large increase in the number of appeals received from passengers – mainly those who are dissatisfied with the way that London Underground dealt with compensation claims arising from the Chancery Lane derailment. As a consequence LTUC has received over 68% more representations from passengers so far this year compared with 2002-03.

New cases received 1.4.02 – 31.12.02 786 New cases received 1.4.03 – 31.12.03 1319

Actual increase in new cases 2003 over 2002 533

% increase 2003 over 2002 68%

Cases finalised 1.4.02 – 31.12.02 965 Cases finalised 1.4.03 – 31.12.03 1075 Actual increase in cases finalised by LTUC 110 % increase in cases finalised by LTUC 11.4%

4.2 Already this financial year LTUC has secured £48,287 for 473 people – over £40,000 of which is for people affected by the Chancery Lane incident. This compares with a total of £11,212 secured for all complainants for the whole of 2002 – 03. In addition, in both years LTUC has secured a number of free tickets and other forms of compensation, the value of which is difficult to determine.

4.3 LTUC has a number of targets relating to complaints handling. In order to be able to report more appropriately to the Committee, LTUC has altered its internal monitoring arrangements to review all complaints handling data on a quarterly, rather than a six-monthly basis. Data previously collected on a six-monthly basis has been assumed to have been evenly distributed over the period and has been divided into 2 for the purposes of comparisons within this report.

4.4 LTUC aims to acknowledge all representations, record them and, if appropriate, refer them to the relevant service provider for a submission within 5 working days of receipt.

July – September Previous Quarter 2003 (April – June 2003) 83.3% within target 89.4% within target

4.5 Although this appears to represent a decline in performance, the increased workload means that the 83.3% represents 368 cases processed within target between July and September 2003, which is an actual increase of 123 over the number of cases processed within target between April and June 2003.

4.6 LTUC aims to send 80% of final replies within 10 working days of receipt of the operators’ submissions and 95% within 20 working days.

July – September Previous Quarter 2003 (April – June 2003) 41.1% within 10 days 72% within 10 days 71.1% within 20 days 87.2% within 20 days

4.7 Again LTUC acknowledges that this appears to represent a decline in performance, however, during the period July – September 2003 it closed 343 cases, an increase of 50 cases when compared with the number closed during the period April and June 2003.

4.8 LTUC monitors passenger satisfaction with the way it has handled individuals complaints and suggestions. Questionnaires are sent out with all final replies and the replies received are analysed. Two of the questions asked specifically relate to matters within LTUC’s direct control.

Question 1: How satisfied were you with the way LTUC handled your concerns?

Answer on a weighted scale ranging from 100 (= 100% ‘very satisfied’) to 0 (= 100% ‘very dissatisfied)

April 02 to Sept 02 Oct 02 to March 03 April 03 to Sept 03 71 75 74

Question 2: How quickly did LTUC deal with your concerns?

Answer on a weighted scale where 100 (= 100% ‘very quickly’) to 0 (= 100% ‘much too slowly’)

April 02 to Sept 02 Oct 02 to March 03 April 03 to Sept 03 77 75 57

4.9 A substantial part of the period April to September 2003 included the time that LTUC has been dealing with large number of complaints about LUL’s policy on Central Line refunds. The increased workload has had a marked impact on the speed with which casework can be dealt with. However, despite this the satisfaction rate with the outcome of LTUC’s involvement remains high.

Policy Development

5.1 LTUC is progressing its pro-active policy development programme for the current financial year. In line with LTUC’s Business Plan objectives, the following projects, which have already been advised to the Committee, should be completed and reports published before the end of the year:

• Common standards for multi-operator stations • Problems encountered by passengers when using rail replacement bus services • A study of the legibility of station name signs

5.2 In respect of each project substantial progress has been made since LTUC last reported to the Committee and LTUC is confident that the final reports will result in recommendations that, if acted upon by the transport industry, will improve the travel experience in and around London.

5.3 The project to assess the demand for bus services on Christmas Day (being undertaken jointly with ) is progressing well and the research undertaken by both LTUC and TfL has been completed. Further consideration now needs to be given to the findings and this will take place over the coming months.

5.4 The project on problematic bus routes will be started this year and discussions have been held with to identify its scope and how it might be undertaken in a way that its results will be helpful to London Buses.

5.5 A new project has recently been added to the list planned for completion this financial year. LTUC has commissioned work to look at inter-operator disparities in rail fares across London. This exercise has been embarked upon following discussions with TfL – Rail, which has confirmed that it no such work has previously been undertaken and that the findings would be helpful to it. If TfL – Rail believe that the initial report warrants further study, then it has indicated a willingness to consider funding that additional work.

5.6 At his request following a meeting with him, LTUC produced a series of policy briefings for Kim Howells MP, Minister of State at the Department for Transport.

5.7 LTUC is actively pressing for the proposed new station at St Pancras Midland Road to be fitted out in advance of the rest of the Thameslink 2000 project so that it can be opened at the same time as the new St Pancras International station in 2007. LTUC is lobbying Ministers on this matter.

5.8 LTUC has been actively supporting Hertfordshire County Council in its efforts to gain Government support for the Croxley Rail Link which would enable the Underground’s Metropolitan line to be extended to Watford Junction.

5.9 LTUC has strongly criticised London Buses for removing westbound buses on route 205 from the Euston bus station. This route was introduced as a replacement for the fully accessible Stationlink service which provided a convenient link to all London’s railway termini. The removal of the route from the bus station, to accommodate articulated buses on route 18, means that wheelchair users and other people with limited mobility, now have to cross the busy to get to and from Euston station.

5.10 LTUC has offered informally to staff of the Assembly’s Secretariat to assist it with any review it may make of its position on a London Rail Authority in the light of the Secretary of State for Transport’s announcement on the review of the structure and control of the national railways.

5.11 LTUC has consulted the Committee on its 2004 – 05 policy development work programme, as we undertook to do. LTUC is now reviewing all suggestions for that programme and will agree the programme at its next meeting at the end of March.

The outreach of the Committee

6.1 LTUC has been successful in increasing the amount of press coverage of its work and policies. In addition to an increase in the number of radio and TV appearances, LTUC has succeeded in getting a substantial increase in references to itself and its policies in national and local newspapers. LTUC intends to work to build on this positive development in the coming months.

6.2 LTUC has increased its involvement with local authority public transport liaison groups and is currently considering whether it has the resources to expand this activity still further. Recent additions to the local authority meetings attended are those with Bromley, Wandsworth and Surrey.

6.3 LTUC has appointed Passenger Champions from amongst its membership and staff to liaise with Network Rail in relation to its 11 Major Stations in the LTUC area. The Passenger Champions will meet with the Station Managers on a regular basis to encourage improvements to the passenger facilities at these important stations.

6.4 Arrangements are in hand to meet with the members of the London Forum of Civic Amenity Societies in April.

6.5 LTUC has produced a new publicity leaflet. These are now being distributed widely in the LTUC area.

6.6 The LTUC web site continues to be well used and it is promoted at every opportunity. LTUC’s policy to keep the contents topical is being achieved.

6.7 As part of its work considering the Strategic Rail Authority’s plans for a Greater Western franchise, LTUC sought the views of passengers in its area between Paddington and Slough. Hundreds of questionnaires were handed out and the replies have been analysed. Specific points raised by passengers have been followed up with the Train Operating Company. A meeting was held at Paddington where passengers could make their views known to members of LTUC.

Social Inclusion

7.1 LTUC’s work with TfL on the demand for buses on Christmas Day (see para 5.2) was embarked upon to address concerns about social exclusion.

7.2 LTUC’s stance in relation to bus route 205 and Euston bus station (see para 5.8 above) stems from the impact of the decision on people in wheelchairs or who have other mobility problems.

7.3 LTUC’s study of problematic bus routes was proposed in response to concerns that major corridors served by single bus routes may leave people in those areas devoid of any public transport when that route is disrupted.

Rail re-franchising

8.1 A substantial amount of re-active work continues to be necessary to respond to major consultation exercises being carried out in relation to the national rail network. In the recent past a major piece of work has been completed setting out LTUC’s aspirations for the new Integrated Kent Rail Franchise. Input has been made to the SRA on the two-year extensions to the Thameslink, Great Northern and Silverlink franchises. Work is continuing on input to the SRA’s Route Utilisation Strategies. LTUC has met the successful bidders for the new Greater Anglia and Thames Trains franchises to press for the improvements it is seeking to services in the LTUC area. Further work has been necessary to consider the various changes proposed for the Crossrail project.

8.2 Work is nearly complete on the production of further route supplements to complement the ‘Requirements for Rail Services – principles document’. Route supplements for services out of Paddington and Kings Cross/Moorgate will be published in the very near future. Those supplements that have already been produced have been well received by the rail industry which has welcomed the clear and concise statements of LTUC aspirations.

LONDON TRANSPORT USERS COMMITTEE INCOME & EXPENDITURE FOR THIRD QUARTER

Budget Actual Variance Full Year Explanation for main variances April to Dec April to Dec under/(over) spend Budget

Revenue Expenditure - Part 1 Chair's Costs 19,692 19,395 297 26,253 Pay review pending Members' Costs - pay 77,700 73,588 4,112 110,000 Period while a few members' vacancies were unfilled Members' Costs - non pay 5,774 6,566 (792) 7,700 Return of expenses (P38) charges for members paid to Inland revenue. Employee Costs - pay 617,158 588,967 28,191 826,242 Change of contract by member of staff & period while ADPD & Comms Officer posts have been unfilled. Employee Costs - non pay 27,281 20,624 6,657 34,780 Budget assumed expenditure in respect of training courses, delayed. Accommodation Costs 140,790 142,176 (1,386) 151,218 Charges in respect of buildings insurance, not anticipated. Supplies & Services 113,385 86,646 26,739 154,175 Budget assumed expenditure on research projects, delayed. Total Expenditure 1,001,780 937,963 63,817 1,310,368

Greater London Authority Funding 966,744 966,744 0 1,289,000 Rail Passengers Council 15,956 18,508 2,552 21,368 Other 0 838 838 0 Interest receivable on Business High Interest a/c. Total Income 982,700 986,090 3,390 1,310,368

Surplus / (Deficit) (19,080) 48,127 67,207

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