DISABILITY AND DEAF EQUALITY SCHEME - TRANSPORT FOR LONDON - TFL
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Transport for London
Disability
and Deaf
Equality
Scheme
2009-2012
MAYOR OF LONDON Transport for London
Contents Commissioner’s foreword 4 The purpose of this scheme 7 TfL and the services it provides 11 ‘Equal Life Chances for All’ and TfL’s approach to disability equality 23 Involving disabled people in the development of the scheme (Citizens’ Jury 2009) 27 Community and stakeholder engagement 31 The whole journey approach 33 Removing physical barriers to travel 37 Safety, security and planning for emergencies 41 Plans for the London 2012 Olympic and Paralympic Games 45 Workforce and attitudinal barriers 47 The role of TfL’s Independent Disability Advisory Group 55 Impact assessments 59 The DES action plan 60 Monitoring and review 84 Appendices 86
4
Commissioner’s foreword
I am very pleased to introduce The Mayor and TfL remain committed
Transport for London’s revised to making further improvements that
Disability and Deaf Equality Scheme will enable more people to travel
(DES). This document has been independently and although the
produced following the extensive economic climate is a challenging one,
engagement and involvement helping all Londoners to get around
of disabled and Deaf Londoners the Capital safely, conveniently and
and builds on the knowledge and affordably, is still our main aim.
understanding that TfL has acquired Over the next three years, London
over the past few years. and TfL will be preparing for the
Since the last DES, TfL has continued 2012 Olympic and Paralympic Games
to invest in making the transport and the Mayor is committed to them
system more accessible, with more being the most accessible games
London Underground stations now ever. TfL will be working hard to
step free. The introduction of iBus, deliver the transport needed for the
too, has transformed information Games and ensuring that the legacy
provision for disabled and Deaf benefits all Londoners in the future.
people when they are travelling. With This legacy includes improvements
a multi-year budget and business plan to accessibility as well as improving
secured, disabled and Deaf people will opportunities for cycling and
be able to enjoy even more accessible walking and improving the quality
journeys across London, through the of life for people who live in, visit
major transport improvements TfL or work in London.
will be able to make.
Transport for London n Disability and Deaf Equality Scheme 2009-2012 5 TfL knows that there is still much to do, and it is grateful that disabled and Deaf Londoners have given their time to help it develop its plans. I would like to thank the members of the Citizens’ Jury, who met during the summer to develop this scheme along with members of TfL’s own Independent Disability Advisory Group, who will be supporting TfL in implementing the action plans that have been developed. I am proud of what we have achieved so far. With the improvements that are planned in the DES, delivered through our budget and Business Plan, and in the longer term through the Mayors’ Transport Strategy, TfL will continue to transform the transport networks Peter Hendy CBE and provide all Londoners with the Commissioner services they need. Transport for London
6
Transport for London n Disability and Deaf Equality Scheme 2009-2012 7
The purpose of this scheme
This Disability and Deaf Equality and sets out plans for continuing to
Scheme (DES) sets out Transport for assess the impact on what TfL does.
London’s (TfL’s) plans to continue to The DES is a statutory document, and it
improve travel choices for disabled and also forms part of the Mayor’s Transport
Deaf people who live in, visit or work Strategy (MTS). The Accessibility
in London. It is estimated that around Plan in the MTS draws out the key
18 per cent of people in London are accessibility elements of the MTS and
disabled or Deaf people and there are the DES shows how the plan will be
many more who, from time to time, find implemented over the next three years.
it difficult to get around independently. The DES builds on the improvements
The DES shows how TfL will promote that have been made over the past
disability equality and ensure that its few years and its purpose is to show
activities meet the needs of disabled disabled and Deaf Londoners and other
and Deaf people better. The main stakeholders how TfL will continue
section of a DES is the action plan. to support independent travel. This
The DES shows how TfL has gathered DES sits alongside the other equality
evidence about the impact of its schemes that TfL has published.
services on disabled and Deaf people
Mayor’s Transport Strategy
Accessibility Plan
Disability Equality Scheme
8
The MTS will be published in of the transport system (streets,
2010 following a period of public bus stops, stations and vehicles).
consultation and this DES may need to Enhancing information provision, more
be amended following the outcomes visible and better-trained staff and
of this consultation. However, providing better interchange will also
TfL has involved its Independent increase accessibility. Fares will be
Disability Advisory Group (IDAG) in kept under review, ensuring they are
the development of the MTS and affordable (both to passengers and
particularly in developing the ‘whole TfL), and offering concessions to those
journey approach’ to accessibility. most in need.’1
‘Physical accessibility of the public This DES, the MTS and its
transport system has been improved accessibility plan will be the key
in recent years. All buses are low- documents that outline how these
floor and committed investment will improvements will continue to be
provide step-free access from street made to London’s transport system
to platform at some Tube stations and the street environment.
and some National Rail/London Progress in meeting the actions
Overground stations. However, the outlined in the DES will be reported
Mayor recognises that more is needed. every year as part of TfL’s annual
Using the ‘whole journey approach’ equality report. (This will cover all
the strategy (MTS) will seek to increase equality strands). The first of these
accessibility for all Londoners by reports will be published to coincide
promoting measures to further with the Business Plan in
improve the physical accessibility December 2010.
1
Mayor’s Transport Strategy – Public Draft, October 2009, p23, GLA, London
Transport for London n Disability and Deaf Equality Scheme 2009-2012 9
10
Transport for London n Disability and Deaf Equality Scheme 2009-2012 11
TfL and the services it provides
TfL is the integrated body responsible It also promotes road safety, cycling
for the Capital’s transport system. It is and walking initiatives, including working
part of the Greater London Authority with schools and businesses and other
(GLA) family and working with the organisations to develop smarter travel
Mayor it develops and implements his plans. It operates Dial-a-Ride, a door-
transport strategy. to-door assisted transport service for
TfL is committed to being the world’s disabled people unable to use buses,
leading transport authority, delivering trams or the Tube; and funds local
safe, reliable and integrated transport for transport initiatives and improvements
all Londoners.2 The Mayor believes that: to the street environment in all of
London’s boroughs.
‘London’s transport system should
excel among those of global cities, TfL works closely with the British
providing access to opportunities for Transport Police (BTP) and the
all its people and enterprises, achieving Metropolitan Police Service (MPS) to
the highest environmental standard ensure that people can travel around
and leading the world in its approach to London in a safe environment. TfL
tackling urban transport challenges of produces a community safety plan
the 21st century’3 every year and is developing a hate
crime strategy to support disabled
Every day, TfL provides transport and Deaf people and others who are
services for more than 10 million people the target of verbal or physical assault
across the Capital. because of who they are.
It manages London’s buses, London TfL is also responsible for providing
Underground (LU), London Overground transport infrastructure for the London
railways, Docklands Light Railway (DLR) 2012 Olympic and Paralympic Games
and Croydon Tramlink. It also runs and works in partnership with the
London River Services, Victoria Coach Olympic Delivery Authority (ODA) and
Station and London Transport Museum. the London Organising Committee
As well as running London’s Congestion of the Olympic Games (LOCOG) to
Charging scheme, TfL manages a 580km ensure that there is a physical and
network of main roads, all of London’s behavioural transport legacy
6,000 traffic lights and regulates taxis
and the private hire trade.
2
Londoners refers to anyone in London, including permanent and temporary residents,
visitors, workers, tourists etc
3
Johnson B (2009) Mayor’s Transport Strategy Statement of Intent, GLA, London12
TfL’s transport services A major focus for LU is to increase
service capacity and to reduce
London Underground
journey times. For disabled people,
LU carried a record 1.1 billion
overcrowding can be a significant
passengers in 2008/09, with up to four
barrier to travel on the Tube, so
million journeys made each day on
capacity increases are important
11 lines serving 270 stations. Over the
accessibility improvements.
past decade, LU has experienced a
higher level of growth in demand and Highlights of the investment programme
is running a higher volume of service over the next three years, include:
than ever. Victoria line
To support the growth of London and • From early 2010 a new fleet of trains
correct the legacy of under-investment will be rolled out across the Victoria
in the system, TfL has embarked on line at a rate of one every two weeks.
its largest investment programme for The trains will have greater capacity,
70 years, focusing on improving better ventilation and CCTV in every
reliability, delivering faster journey carriage as well as on-train audio
times and increasing capacity across visual information
the network. Ultimately these
improvements will encourage • There will be more trains during peak
economic activity and contribute to hours, increasing capacity by 21 per
making the Capital a better place to cent and journey times will be cut by
live, work in or visit. 16 per cent
The investment programme for LU • By the end of 2013, 94 per cent
will continue for a number of years of Victoria line platforms will have
to come and during the lifetime of level access through installing
the DES, real benefits for passengers, platform humps
including disabled and Deaf passengers Jubilee line
will be seen across a number of stations • An increase in capacity of 33 per cent
and lines. Details of the programme (equivalent to 5,000 more passengers
of improvements that will be of most per hour)
benefit to disabled and Deaf people can
be found in the action plan on page 60. • Reduction in journey times by
22 per centTransport for London n Disability and Deaf Equality Scheme 2009-2012 13
Northern line the permanent modifications to
• By the 2012 Games TfL aims to the platform
complete a new control centre and Station refurbishments and step-
computerised signalling system. free access
This will enable trains to run closer Between 2003 and 2009, 124
together and at higher speeds, cutting Underground stations have been
journey times by 18 per cent and refurbished. This programme has brought
increasing capacity by 20 per cent improvements to station systems
Piccadilly line (due for completion (CCTV, public address, communications
in 2014) equipment and fire systems) and to
customer features such as Help points,
• More spacious and faster trains will be
new electric information displays in ticket
delivered by 2014
halls and on platforms, and enhanced
• A new signalling system will allow a seating and lighting. Tactile strips and
much higher frequency of trains with colour-contrasted handrails have also
journey times cut by 19 per cent and been introduced.
capacity increased by 24 per cent
Work will continue on the Jubilee,
Sub-surface railway: District, Northern and Piccadilly lines as part of the
Circle, Hammersmith & City and Public Private Partnership (PPP) contract
Metropolitan lines: with Tube Lines, and the programme is
• New train stock will be rolled out due for completion in 2012.
across the lines from 2010, these will With the collapse of Metronet and other
have walk through carriages and air factors such as the downturn in TfL’s
conditioning in all cars revenue, it has been necessary to review
• Longer trains on the Circle and the station enhancement programme
Hammersmith & City lines will for the other lines. Work underway will
increase capacity by 17 per cent be completed, but during the lifetime
of this DES no station enhancements
• Cars will be fitted with CCTV and will will take place on other stations on the
have enhanced on-board customer former Metronet lines. It is hoped that
information (audio/visual) work will re-commence after 2012,
• By the end of 2012/13, 49 per cent of when improvements, similar to those
Metropolitan line platforms will have already made will be delivered at the
level access on to the train through remaining stations.14
TfL will continue to improve street to • Manage the London Rail
platform accessibility, building on the concession, which operates
foundation of 58 step-free stations London Overground services
already in place. However, TFL has had • Manage the operation of the DLR
to stop work at Osterley, Ladbroke
Grove, Amersham, West Kensington, • Manage the operation of Tramlink
Newbury Park and Greenford. These are • Support and develop Crossrail, as
relatively quiet and some are already well as the Thameslink scheme
one or two stops away from existing • Influence and support National Rail’s
step-free stations. contribution to an integrated public
Instead, at a time when funding is transport system for London
restricted, TfL has chosen to protect • Work with Government and the
schemes such as Victoria, Bond rail industry to develop plans to
Street, Tottenham Court Road and the accommodate London’s future rail
accessibility of key 2012 Games stations transport needs and to identify the
at Green Park and Southfields. Through best solutions for the rail network
wider TfL investment, improvements
will also be made at LU interchanges • Liaise with the freight industry to
with Crossrail and Thameslink. This support the sustainable movement
programme will support a 40 per cent of goods and the promotion of rail
improvement in the number of step-free freight with respect to London’s needs
journeys possible. London Rail can also specify London’s
LU will continue to invest in training suburban rail services on certain routes
its staff, who are another important outside the GLA boundary. This will
element in delivering accessible services. enable future improvement and better
coordination of the local rail services
London Rail which serve London and its hinterland.
The role of London Rail is to:
London Overground runs on the
• Oversee major new rail projects, Richmond to Stratford, Clapham
including the £1bn East London Junction to Willesden Junction,
line extension and the upgrade of Gospel Oak to Barking and Watford
London Overground Junction to Euston lines.Transport for London n Disability and Deaf Equality Scheme 2009-2012 15
16
The extended East London line will By 2012 it is forecast that the number
become part of the Overground of people using the DLR will grow
network when it opens in 2010 – from 68 million passengers per year
running from Dalston Junction to West to 83 million. Longer trains will be
Croydon, Crystal Palace and New Cross. introduced following the completion
Over the lifetime of the DES, of platform extension works in 2010,
significant improvements in the with further work on the east route
Overground network will have been between Custom House and Beckton
completed. London Rail has made a completed in 2011.
commitment that all North London Croydon Tramlink
Line stations will have staff presence The tram is a step-free network used by
and improvements to the station around 28 million passengers. Work to
environments, including CCTV covering refurbish the tram fleet and the all the
90 per cent of station areas and 100 per stops is now complete.
cent of ticket halls, entrances, subways,
footbridges and at Help points. There Crossrail
will be improvements to customer During the life of this scheme,
information systems providing real time construction work will be on-going on
departure information and Tube-style the largest addition to the transport
Help points on all platforms. network in the South East for more than
50 years. A £15.9bn funding package
Docklands Light Railway is secured for the construction of the
DLR was the first fully accessible 118km Crossrail service, which will run
railway in the UK, making access much from Maidenhead and Heathrow in the
easier for people using wheelchairs, or west to Shenfield and Abbey Wood in
who have other mobility impairments, the east.
including people with young children in
The project will also create annual
prams or with heavy bags.
transport and economic benefits for
All DLR stations have a lift or ramp every London borough and across the
access to the platforms, with level Greater South East. New stations will
access on to the trains. All lifts are be built at Paddington, Bond Street,
alarm-enabled, which allow passengers Tottenham Court Road, Farringdon,
to talk directly with a member of DLR Liverpool Street, Whitechapel and
staff should they experience Canary Wharf.
any problems.Transport for London n Disability and Deaf Equality Scheme 2009-2012 17
Journey times will be massively quality. It is also responsible for
improved – a typical trip from bus stations, bus stops and other
Heathrow to the West End will take support services.
around 30 minutes compared with The bus services are operated by
the current 52 minutes. There will be private operators, which work under
a 10 per cent increase in the Capital’s contract to London Buses.
rail capacity – 24 trains will run per
hour in each direction through central London’s bus network is one of the
London in the peak period. It will also largest and most comprehensive
provide congestion relief for other rail urban transport systems in the
lines and the Tube. Crossrail will offer world. Every weekday more than
a safe and secure environment for all 6,800 scheduled buses carry around
passengers. Stations will be step-free six million passengers on over 700
(street to train), there will be audio different routes. Passenger research
visual announcements on-board and at and consultation enables the bus
stations, and marked routes and simple network to go on responding to
signage to allow independent travel. changing travel needs. Regular reviews
will consider future changes, new
Surface Transport homes, workplaces, shopping centres
Surface Transport has a wide ranging and leisure attractions and will support
remit, which includes buses, London’s other transport investment such as
streets, the Congestion Charge and Crossrail. TfL will continue to keep the
traffic enforcement, cycling and bus network under regular review, but
walking, taxi and private hire regulation, its priorities are to maintain:
door-to-door services and London
• Ease of use
River Services.
• Attractive frequencies and
Buses adequate capacity
The bus has been one of the
Capital’s transport success stories • Reliable services
and now carries more than 2.2 billion • Good coverage
passengers per year, more than at any Despite improvements to rail networks,
time since 1962. the bus fleet will remain the only city-
London Buses manages bus services wide accessible mode, operating around
in London. It plans routes, specifies the clock.
service levels and monitors service18
Transport for London n Disability and Deaf Equality Scheme 2009-2012 19
Since 2005, all of London’s buses The cycling revolution
have been step-free and from 2009, The Mayor has said that he wants to
all have audio visual information on see a cycling revolution in London and
board (iBus). TfL has been charged with developing
Streets and implementing a number of
The management of London’s streets activities to make this happen. These
is a complex operation and there are include the introduction of the Cycle
competing demands for road space Hire Scheme and the development of
which include: the Cycle Superhighways.
• People who want to drive, walk, cycle However, TfL believes that in order
or use public transport to bring this revolution about it
will need more than schemes and
• Freight and essential service traffic infrastructure or promotion of cycling
• Places for Londoners to live, work, by it and the boroughs. TfL will need to
shop and enhance local communities involve schools, employers, property
TfL’s role is to carefully balance these developers and community groups and
competing demands to provide a well- key partners such as primary care trusts
designed, sustainable and accessible and NHS London.
road network, sympathetic with the The development of cycling in London
particular characteristics of each street. provides both opportunities and
TfL Streets team encourages sustainable additional challenges for disabled
travel, promotes safety and improves and Deaf people. Cycling can offer
the urban environment by providing an attractive, healthy and convenient
wider pavements, better pedestrian transport alternative, provided that
crossings and more facilities for cyclists. cycling initiatives are designed to be
fully accessible. There is also great
The Mayor has said that it is essential scope for mutual benefit for example
that there is a smooth flow of traffic designing the public realm, transport
through London’s streets, not just for systems and buildings with sufficient
the convenience and wellbeing of road space to accommodate bicycles,
users, pedestrians and residents, but tricycles, wheelchairs and mobility
for the economic health of the Capital scooters and ensuring any legal
as a whole.20
classification or regulation permits For some disabled and Deaf people
‘reasonable’ behaviour. and those who find crowds particularly
Cycling can be one of the most intimidating, cycling to work can be a
accessible forms of transport for real solution to the barriers they face.
many disabled people and during the People with facial disfigurements can
development of the DES, TfL met with find public transport, particularly at rush
representatives from disabled cyclists hour, intimidating and cycling could
organisations and other stakeholders mean that they have more opportunities
in this area. It is clear that disabled and for work, training or socialising.
Deaf people are keen to be seen as part Cyclist education and training including
of this revolution and want TfL to make enforcement against anti-social and
sure that they are included when plans unlawful behaviour by cyclists is also
are being drawn up. needed to raise awareness of how
Disabled and Deaf people cycle for selfish cycling can impact on others
leisure, for health and for convenience who are also entitled to go about as
and during the consultation they they choose without fear.
asked that TfL take their particular TfL recognises that more needs to be
needs into account, but they also done to raise awareness among policy
emphasised that, like most cyclists, makers that disabled and Deaf people
they want adequate infrastructure cycle and also to raise awareness
(cycle lanes etc) and more among disabled and Deaf people of the
consideration from drivers. benefits of cycling in London.Transport for London n Disability and Deaf Equality Scheme 2009-2012 21
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Transport for London n Disability and Deaf Equality Scheme 2009-2012 23
‘Equal Life Chances for All’ and
TfL’s approach to disability equality
In July 2009, the Mayor of London planning and ensure that services
launched his equality framework ‘Equal delivered by the GLA Group are
Life Chances for All’. He has set a accessible and appropriate to all
vision for London to excel among global Londoners. It also commits to
cities, expanding opportunities for all providing an accessible and inclusive
its peoples and enterprises, achieving London 2012 Olympic and Paralympic
the highest environmental standards Games which will leave a legacy to
and quality of life, and leading the world benefit all Londoners.5
in its approach to tackling the urban The framework has a number of desired
challenges of the 21st century. The outcomes and measures, one of which
equality framework aims to ensure that is the delivery of accessible, affordable
the GLA Group implements policies and and safer transport. TfL will meet
actions that will benefit all of London’s these Mayoral commitments through
communities. The Mayor wants to set its business planning process aiming
the standard and encourage others to to deliver value for money and service
follow his lead in achieving exemplary improvements across the board.
equality policies and practices.
TfL has responded to the Mayor’s
The Mayor also wants his vision to framework by setting up equality
herald a new approach to tackling performance groups across the
inequality and has adopted a new organisation to monitor the
definition for equality: implementation of equality policy and
‘An equal society protects and practices and report progress twice a
promotes equal, real freedom and the year to the Mayor. These performance
opportunity to live in the way people groups will also direct and monitor
value and would choose, so that the implementation of action plans
everyone can flourish. An equal society contained within the DES and other
recognises people’s different needs, equality schemes.
situations and goals, and removes the
barriers that limit what people can do TfL’s approach to
and be.’4 disability equality
The framework will embed equality at TfL adopts the Social Model of Disability
the heart of business and corporate which means that TfL accepts:
4
Fairness and Freedom: The Final Report of the Equalities Review 2007
5
Equal Life Chances for All, July 2009, GLA24
• That it is society’s response to a The Disabilities Mystery Traveller survey
person’s impairment or learning is carried out across all modes of
difficulties that creates disability transport and focus on aspects of the
• That discrimination against disabled service that disabled and Deaf people
and Deaf people is just as oppressive potentially experience substantially
as discrimination against other groups differently than non disabled people.
such as women, lesbian, gay men, They complement wider satisfaction
bi-sexual and transgendered people or surveys which are carried out
people from black, Asian or minority throughout the year.
ethnic (BAME) groups TfL now has a comprehensive
TfL will, therefore, focus on identifying understanding of the barriers that
and removing barriers that disabled and disabled and Deaf people face in
Deaf people face when trying to access accessing its services. This information
the transport system. has ensured that the services are
improved and that disability and
Over the past few years, TfL has Deaf equality are factored into those
carried out a range of research and enhancements. This DES has relied
evidence gathering that has enabled it on this evidence as well as the direct
to understand what prevents disabled feedback from disabled and Deaf service
and Deaf people from accessing the users during the consultation period.
transport network on an equal basis to
non-disabled people. This has involved TfL is committed to working in
working with particular groups such partnership with London’s disabled
as people with learning difficulties, and Deaf people to make sure that
people who experience communication it understands the impact of its
barriers and those who have physical services. TfL’s IDAG has a remit to
access needs. help the organisation do this better.
TfL will continue to engage with
In addition to this, TfL carries out disabled and Deaf people and their
mystery traveller surveys, which are organisations working closely with
conducted by disabled people in order ‘Inclusion London’ the new London-
to assess the accessibility of TfL’s wide organisation run by disabled and
services for disabled and Deaf people. Deaf people.Transport for London n Disability and Deaf Equality Scheme 2009-2012 25
26
Transport for London n Disability and Deaf Equality Scheme 2009-2012 27
Involving disabled and Deaf People
in the development of the scheme
(The Citizens’ Jury 2009)
In order to meet the specific duty selected randomly from the
to involve disabled and Deaf people population. TfL recognised that the
in the development of the DES, TfL jury should be made up of disabled
held a Citizens’ Jury. It was recruited and Deaf people who live and or work
independently by Inclusion London in London and have some personal
as the independence of the jury is an experience of the services it provides.
important part of the process. Jury
members represented a range of Citizens’ Jury
experience and were drawn from across recommendations
London and were representative of The jury was given briefings on what
older and younger Londoners, BAME TfL is currently doing and what it
communities and men and women. plans to do in the future. The jurors
were also made aware of the current
What is a Citizens’ Jury? challenges that face TfL in terms of
A Citizens’ Jury is a way in which an funding. This meant that the jury was
organisation such as TfL can call upon able to consider the evidence given with
the everyday experience of service users knowledge of what can be done, so that
to test, in some detail, its plans and its recommendations could be seen as
policies. The jury serves as a microcosm realistic and appropriate for the next
of the public. In the same way as in a three years.
jury trial, evidence is heard and based
The jury examined six priority areas
on that evidence the jury comes to a
of service delivery and employment,
conclusion. Unlike a trial, the Citizens’
these were:
Jury then comes up with a series of
recommendations that TfL can chose to Community and
adopt, modify, or if needs be, reject. stakeholder engagement
The jury process is an opportunity for TfL is committed to understanding
transparency in decision making, and the views of its customers and service
in terms of the disability duty, it is an users. The views of disabled and Deaf
effective way of involving disabled and customers are important to the ways
Deaf people in the development of its in which TfL can make improvements
equality scheme. to their journey experience. The jury
wanted to understand how TfL planned
For the process to be effective, to involve disabled and Deaf people in
members of the jury should be what it does.28
The jury members are:
John Thornton Kapil Kapur Marian Lucas Victoria Eleanor Yates
Orywari
Joanne Wacha Brian Stocker Laura Merry Agnes Fletcher Judith Wren
Sharon David Rose Mike Theobald Merfyn Faryal Velmi
Matthews WilliamsTransport for London n Disability and Deaf Equality Scheme 2009-2012 29
The whole journey approach this and also how it is working to ensure
This is an approach developed with that Londoners will be able to carry on
the input of TfL’s IDAG to ensure that day-to-day activity during the period of
disabled and Deaf people’s needs are the Games.
considered at all stages of a journey
Safety, security and resilience
– from planning the trip, information
planning
while making the journey, affordability
Improving safety and security across the
of the journey and changing between
transport system is a key priority for the
different modes.
Mayor and TfL. The jury wanted to know
The physical environment how TfL is tackling crime and antisocial
The plans to make transport easier behaviour on the network, and how it
to use for those with mobility is planning – with other bodies such as
impairments. This included issues the police, ambulance and fire services
such as step-free programmes on – to ensure that, in the event of a major
LU and the design of streets and incident, disabled and Deaf people are
pedestrian crossings and plans for helped to safety.
shared space schemes. The jury heard evidence and received
Workforce and attitudinal barriers written submissions from senior
TfL aims to be representative of the officers from across the organisation
community it serves and the jury and then met to deliberate on what
wanted to know what it is doing to it had heard and read. The jury made
attract and retain disabled staff within a number of recommendations to
the workforce. It also wanted to know which TfL responded and these
what training TfL gives employees so formed the basis of the consultation
that they can provide assistance to for the DES, which was launched at
disabled and Deaf passengers. Disability Capital in September 2009.
This DES and its action plan have been
London 2012 Olympic and developed as a direct result of the
Paralympic Games input of the jury members as well as
TfL is working with the ODA and the input from TfL’s IDAG.
LOCOG to make sure disabled and Deaf
people are going to be able to get to the The next sections of the DES show
Games as spectators or volunteers. The what TfL is going to do as a result of the
jury wanted to know how TfL is doing recommendations of the jury.30
Transport for London n Disability and Deaf Equality Scheme 2009-2012 31 Community and stakeholder engagement As mentioned above, TfL carries out schemes and projects that are due to the Disabilities Mystery Traveller survey begin within the life of this DES. TfL has that assesses the accessibility of TfL’s agreed to highlight these schemes and services for disabled people. The survey will put a process in place to ensure that focuses on all aspects of the bus, disabled and Deaf people are included in taxi, minicab or London Underground consultation plans and as early as possible. journey. The jury recommended that TfL will also work with its partners (where younger disabled people should have applicable) who may be responsible for the an opportunity to give their feedback development to encourage them to engage on the services it provides and TfL with disabled and Deaf people locally. has agreed to look at working with TfL has also agreed to implement good organisations of younger disabled practice in inclusive engagement across people to see how this can be done. the TfL Group. It has already set up TfL is also examining ways in which a steering group of stakeholder and more information interchanges between community engagement officers from transport modes can be obtained across TfL which will meet every two through the survey, and will work with months and share best practice. IDAG to develop its approach. The organisation is committed to an TfL will also look at opportunities on-going dialogue with disabled and for gathering information from other Deaf Londoners and will work with the disabled and Deaf people who use One London Compact working group the transport system regularly at peak and Inclusion London to ensure that its times, and later in the day, to ensure engagement is effective and wide reaching. that it has a broad understanding TfL is proud of the service improvements of the specific barriers faced at the it has achieved and understands that for different times of day. It will also look at these to make a real difference to disabled understanding the experience disabled and Deaf people, they need to know about and Deaf people have when they are them. TfL will ensure that information travelling to large events, which will be about accessible transport is available useful in the run up to the 2012 Games. so that people can make the transport The jury was keen for TfL to let disabled choices most appropriate to them. TfL will and Deaf people know what they were look at ways of publicising this information likely to be consulted upon over the by working with its IDAG and organisations next three years, particularly the major of disabled and Deaf people in London.
32
Valuing people teamTransport for London n Disability and Deaf Equality Scheme 2009-2012 33
The whole journey approach
The whole journey approach to By 2014 these users will be able to
accessibility takes into account the fact get real time travel updates as well
that disabled and Deaf people need as street and Tube maps and receive
access to information to plan their personalised information.
journey and that routes to transport iBus has revolutionised information
are as important as physical access to provision on buses (audio/visual) and
transport itself. Information while on further improvements will mean that
the journey needs to be accessible and real time bus arrival information will be
staff helpfulness and clear information made available via mobile phone, the
can assist in making transfers between internet and at 2,500 key bus stops.
modes of transport. The affordability of
transport also plays an important part The journey to the bus stop or
in accessibility for disabled and Deaf station needs to be accessible and
people as they are more likely to have the quality of the street environment
lower disposable incomes, and not all is an important part of this process.
qualify (or use) the disabled persons’ TfL has a plan to improve London’s
Freedom Pass. streets making them easier to use for
pedestrians and to improve bus stops
The jury considered what TfL has and access around stations.
planned around building the links in
the accessibility chain and particularly Efficient and safe interchange is vital
focused on plans to improve real time to enable journey choice. Ensuring
information while on the trip and on the that interchanges are accessible is a
ticketing systems. key part of making public transport an
attractive alternative to car. TfL aims to
TfL has already begun work on work with Network Rail, train operating
enhancing its journey planner, which is companies and other stakeholders to
available on the TfL website, so that it improve interchanges with their services
can provide more information about and its own. A good example of where
accessible journeys as well as station this has already happened is Woolwich
and other details to help disabled and Arsenal where the new DLR station
Deaf people and those with reduced has created a strategic interchange
mobility to get around. in Outer London. This interchange is
TfL is also working on systems that heavily used by passengers changing
will give mobile phone users access from bus services into Woolwich from
to more journey planning services. areas such as Plumstead and more34
than 50 per cent of arrivals for the DLR for travel using the latest generation of
have interchanged from bus or National debit and credit cards now being issued
Rail services. The interchange means by the banks which will allow customers
that wheelchair users and others with to use the network without having to
mobility impairments can have a step- buy a ticket.
free journey north from Woolwich From 2011, TfL will also be able to
to important destinations such as accept Integrated Transport Smartcard
Stratford, London City airport and Organisation (ITSO) tickets. These are
Canary Wharf. mostly issued either under the English
The MTS proposes that further National Concessionary Travel Scheme
strategic interchanges are identified for disabled people and the over-60s,
and developed along these lines. or on National Rail services for journeys
The Citizens’ Jury wanted TfL to starting or finishing outside London.
work with train operating companies Well-trained and helpful staff, whether
that currently do not allow free travel at the end of a phone, on the bus or
on their services before 09:30, and at the station can make the difference
persuade them to make an exception between a journey being made or not.
for Freedom pass holders. Disabled TfL is committed to delivering the best
and Deaf people who live in some service possible to its customers and
parts of south London are particularly training in accessibility is a key element
effected by this rule. TfL hopes to gain of this. Bus driver training has recently
agreement in early 2010, but cannot been reviewed and a new programme
enforce this change in the rule. is being rolled out. LU staff are trained
For those disabled and Deaf people to assist disabled and Deaf people and
who do not have a Freedom Pass, or receive annual refresher training. TfL
choose not to use it, the simplicity of is committed to ensuring that London
buying tickets and making sure that Overground stations have a well-trained
the cheapest fare is always paid is staff presence and employees at TfL’s
an important issue. TfL has plans to call centres are trained to provide
make improvements when the new assistance that is accessible to people
ticketing contract comes into force after with learning difficulties and those with
August 2010. The changes will enable other impairments. TfL will continue to
passengers on some journeys to pay develop staff capability in this area.Transport for London n Disability and Deaf Equality Scheme 2009-2012 35
36
Transport for London n Disability and Deaf Equality Scheme 2009-2012 37 Removing physical barriers to travel The physical environment can be the With the introduction of Crossrail, most difficult barrier that disabled and the number of step-free rail journeys Deaf people face on a daily basis and it available to those with mobility has been a key concern in the transport impairments will continue to increase. network for many years. TfL has sought Improvements to the street to tackle these barriers across all the environment are essential to providing services it provides, including the access to public transport. In the last introduction of low-floor wheelchair financial year, TfL introduced 170 accessible buses, improvements to bus walking infrastructure schemes across stops, increasing the number of step- 135 borough roads and 35 Transport free stations on the Underground and for London Road Network (TLRN) developing platform humps to remove routes. These projects improved the gap between the platform and street lighting and crossings, removed the train. On the river, the eight TfL- unnecessary furniture and made owned piers are step-free and Croydon pavements generally easier to navigate. Tramlink services have been step-free During 2008/09, TfL launched and since their inception. hosted the first training courses on More and more coach operators now street design, focusing on accessibility have wheelchair accessible vehicles. for pedestrians and disabled people. Victoria Coach Station is predominantly The courses, which are intended for a step-free environment and provides engineers and street designers, offer mobility assistance to those who need technical and practical training. it, along with a dedicated lounge for When considering the barriers faced disabled and Deaf people. by disabled and Deaf people in the All of London’s black cabs are street or station environment, the wheelchair accessible and a DVD has jury raised points about pedestrian been produced for cab drivers to inform crossings, bus stops and proposals for them on how to offer appropriate shared surfaces. The jury also focused assistance to wheelchair users. on making more of the Underground The DLR is step-free and through the network usable for people with Access to All programme, more of mobility impairments. While the jury London Overground’s stations will recognised that TfL has done a great become so in the next few years. deal to remove physical barriers, there
38
is still much to do if disabled and Deaf and Deaf people will feel safe using
people are going to have the same travel the areas where this new approach to
choices as others. the street environment is being tried
The Mayor and TfL are committed out. The Mayor wants to improve
to removing the physical barriers the walking experience for everyone
with improvements to the street (including those who get around
environment and at Underground on footpaths using wheelchairs
and London Overground stations. and mobility scooters), and one of
As previously mentioned, the rate the ways this can be achieved is by
of improvement has to reflect TfL’s removing clutter. This programme is
ability to fund these schemes, and it underway and includes the removal
continues to look for efficiencies in of unnecessary pedestrian guard rails.
other functions to fund the service TfL’s Pedestrian Environment Review
improvements its customers need System (PERS) audit takes issues
and want. such as accessibility into account and
assesses the level of service provided
TfL is fortunate to be in a position to for pedestrians on the TLRN and
develop best practice and to encourage identifies specific improvements that
its partners in the London boroughs could be made.
to work towards achieving accessible
and inclusive environments that enable An audit of all London’s bus stops
disabled and Deaf people to get has been completed and targets
around. TfL will continue to do this and have been set to ensure that 50 per
use its expertise to help bring about cent of all stops are improved so
improvements in areas where it is not that wheelchair users and those with
the responsible authority. mobility impairments can use them
easily. This means changing kerb
Shared space projects, such as heights and altering the position of
Exhibition Road in South Kensington, street furniture around the stop. TfL
are relatively new ideas for London. will work with all London authorities to
TfL will continue to carry out research ensure that all bus stops are accessible
and evaluation to ensure that disabled as soon as practical.
and particularly blind, visually impairedTransport for London n Disability and Deaf Equality Scheme 2009-2012 39
40
Transport for London n Disability and Deaf Equality Scheme 2009-2012 41
Safety, security and
planning for emergencies
Disabled and Deaf people have told TfL TfL funds more than 2,500 uniformed
of their concerns about their personal officers to police the transport
safety when using transport and how network, providing a visible presence in
getting to public transport is a real partnership with TfL’s own uniformed
barrier for them. The Citizens’ Jury staff. In addition to this, TfL is ‘designing
was concerned that TfL should have out’ crime through installing better
robust plans to ensure that disabled lighting, CCTV and Help points to
people’s needs are taken into account in reduce the opportunities for crime and
emergency situations. This could be as antisocial behaviour. TfL is also working
simple as making sure that information with schools and to improve public
about what to do when things go awareness and confidence in safety and
wrong is accessible to Deaf and blind security on the system.
and people; or it could be more TfL has introduced 32 hub teams of
complex in terms of having procedures more than 400 officers, who are working
(or equipment) in place to evacuate alongside the borough-based Safer
wheelchair users from Underground Transport teams to tackle crime and
trains and platforms. The jury was also disorder on, and around, the transport
concerned that TfL and its partners network in response to local issues and
in the BTP and MPS, understood and community priorities.
had actions in place to deal with hate
crime against disabled and Deaf people The Mayor introduced an alcohol ban
and that TfL continues to deal with in 2008 and this is being enforced by
antisocial behaviour, which can have a TfL staff and the police. The Mayor has
disproportionate impact on them. also introduced an ‘Earn your Travel
Back’ initiative for under-18s who have
The Mayor and TfL recognise that these had their travel concession withdrawn
are important issues for everyone. for breaches of the behaviour code. If
Although crime on the network is they are prepared to carry out voluntary
low and crime on the bus network community service, then they can earn
has fallen by more than 30 per cent back their travel privileges. This does
since 2005/06, it is essential that not apply to those who have been
improvements continue to be made convicted of a transport related crime.
and that improving safety and security
remains a top priority for the Mayor and While hate crime is rare on the network,
a major commitment for TfL. it is an issue which TfL and its partners42
take very seriously. TfL and its partners needs of the wider London community
recognise the issue of under reporting as possible.
hate crime by people with disabilities, From December 2009, TfL and its
as well as the impact that the fear of partners will be producing a strategic
hate crime has on the travel decisions assessment in order to inform the
Londoners make. development of the 2010 Transport
The draft MTS sets out a number of Community Safety Plan. As part of the
activities regarding security and policing process, TfL will be seeking to consult
on transport, these include: with a wide range of individuals and
• Ensuring that the Mayor and TfL work interest groups who use the
together with the police to fight crime transport network.
• Implementing an integrated reporting TfL is a member of the London
system for antisocial behaviour, crime Resilience forum, through which
and disorder on the transport system it works with the MPS and BTP,
the London Ambulance Service
• Ensuring that police are deployed in and the NHS, the London Fire and
the right place, with transport staff Emergency Planning Authority and the
visible and available to help Government Office for London. TfL has
• Continuing to improve the safety of agreed to hold a forum in March 2010
late night travel to discuss the issues that disabled and
TfL will be working to ensure that it Deaf people are particularly concerned
continues to make a positive impact in about should a catastrophic event
these areas, particularly with regard to happen on the network. The forum
improving reporting methods. will bring together disabled and Deaf
people, and emergency planning
Over the course of 2009/10, TfL officers from these agencies so that
will also undertake a programme of current plans can be shared and
community engagement to identify evaluated and improvements identified.
areas of concern and to ensure that The forum will then produce an action
the Community Safety Strategy going plan which will be implemented in time
forward is as representative of the for the 2012 Games.Transport for London n Disability and Deaf Equality Scheme 2009-2012 43
44
Transport for London n Disability and Deaf Equality Scheme 2009-2012 45
Plans for the London 2012
Olympic and Paralympic Games
Hosting the London 2012 Olympic and and Jubilee lines, and work on the DLR
Paralympic Games is a great honour and London Overground is already well
for London. It also represents a huge underway. Proposals for increasing
challenge with more than 7.7 million walking and cycling opportunities are
tickets available and in excess of 800,000 also being developed.
spectators expected on the busiest The Citizens’ Jury raised a number of
days. In addition, there will be around issues around the plans for the Games
20,000 athletes and team officials and and was particularly interested in how
more than 50,000 people from the disabled and Deaf people were going to
international sports federations, the be involved in the development of the
International Olympic Committee, the plans, and ensuring that the legacy of the
media and marketing partners. Games made lasting improvements in all
The Mayor is committed to making the areas of accessibility.
2012 Games the most accessible and TfL and the ODA have worked closely
inclusive and environmentally friendly in the development of the transport
games ever. In terms of transport, the plan for the Games. Although the major
ODA has the aim of ensuring that every infrastructure work is well underway, and
spectator travels to the Games by public plans for making information accessible
transport, walking or cycling or temporary are well advanced, there are a still some
park-and-ride services where needed. operational issues where disabled and
The further challenge is to minimise Deaf people will be key stakeholders in
the impact on Londoners’ every day determining how services are provided ‘on
activities. Addressing this challenge will the day’. Issues such as TfL staff training
help ensure that hosting the Games will and feeding this into the development
be a positive experience for all. of contingency plans are important areas
The ODA is committed to creating a where the continued involvement of
lasting transport legacy. This includes disabled and Deaf people is planned. TfL’s
providing new infrastructure, enhanced IDAG will work with the organisation in
and new public transport services, both of these areas and progress will be
training and employment opportunities reported in December 2010 and 2011.
in the transport sector and the The ODA accessible transport plan is
regeneration of east London. currently being reviewed and will be
The key infrastructure upgrades for the published in December 2009. A summary
Games include the Northern, Victoria of its key proposals can be found on
page 89.46
Transport for London n Disability and Deaf Equality Scheme 2009-2012 47 Workforce and attitudinal barriers TfL’s workforce TfL wants to employ the best people TfL aims to reflect London’s diversity it can to design and deliver its services (including disabled and Deaf people) for all Londoners. The organisation will in its workforce. For this to happen, achieve this by ensuring that candidates TfL recognises that disabled and for roles have a fair chance to show Deaf people who are currently in themselves at their best and that those the workforce need to be given the who are doing the recruitment make opportunities to develop their talents, sure that there are no unnecessary to work in an accessible environment barriers put in their way. and to be free from harassment and In addition to the Citizens’ Jury, TfL also victimisation. TfL also needs to make commissioned independent research sure that potential employees who to look at the experiences of disabled are disabled or Deaf people know and Deaf staff, and those who manage about its job vacancies and, if they them, to check whether policies were apply for a role, then the process that being implemented and to ask what they go through is fair, transparent they thought TfL could do better. and accessible. The research was carried out in July TfL also knows that for some disabled and August 2009. In-depth interviews and Deaf people, even the opportunity were carried out with 26 disabled and of work experience, is difficult to Deaf staff, eight managers of disabled access. As a result of this, it has run and Deaf staff and six frontline staff a number of placements across the who deliver services to disabled and business through working in partnership Deaf people on a day-to-day basis. with disabled people’s organisations. This qualitative research gives TfL some However, like all employers, the current key themes which have been developed economic downturn and the need for into actions for this DES. TfL to protect frontline services means Disabled and Deaf people involved that future employment opportunities in the research showed TfL that may not be as plentiful as they were in their experiences were varied, with the past. This is an additional challenge some saying that they felt TfL was faced by disabled and Deaf people in doing really well and that their the job market, as some will be looking managers and colleagues supported for their first working opportunity while them and provided the reasonable competing with people who have a adjustments needed without fuss great deal of experience. or bother. However, others related
48
their experiences in a much more to raise awareness and ensure that there
negative way, saying that they felt is clarity in the expectations it has for
that their disability status had harmed managers and staff.
their prospects and that getting the Communications, monitoring and
reasonable adjustments they needed auditing – in order to ensure that policy
was not as easy as it should be. aspirations are being implemented,
Managers also had some mixed views, TfL needs to monitor this carefully and
but there was a common desire for ensure that progress is made across
simpler reasonable adjustment (RA) the organisation.
processes and more training and The detailed report findings have helped
education about how to implement in the development of the action plan,
them. They also wanted equipment to and IDAG and the modal equality
be available quickly and without fuss. performance groups will be responsible
Frontline staff felt proud of the for monitoring implementation.
achievements that TfL has made over Following on from the research and jury
the years in improving access to the recommendations, TfL worked with its
transport network, but know that there Disability Staff Network Group to run
is still more to be done an internal staff consultation process,
The research has highlighted three inviting staff to come along and
key themes: provide further comments and suggest
Individuality – disability covers a wider improvements. These comments
spectrum and this requires TfL to have have helped TfL develop its workforce
a comprehensive, but also a flexible action plan which can be seen on
approach to making RAs. Some staff page 69. Staff told TfL that there is
will need more support than others, more that it can do to make sure that
especially if they have recently acquired managers and those who give advice
a disability and have not yet developed are aware of their responsibilities and
their own ways of managing its impact. how to carry them out. They also
thought TfL could help to make things
Embedding – for equality to be a easier for disabled and Deaf people
reality for all disabled and Deaf staff and their colleagues if processes were
then the aims of the DES and how simplified – and therefore deal with the
it is applied in the workplace need myth that employing disabled and Deaf
to be understood and acted upon people is a problem.
consistently. This means that TfL needsYou can also read
