Ezharul Islam

Transport for London

Transport for London

Dr Andrew Walker Buses Directorate
Her Majesty’s Coroner, Surface Transport
North London Coroners Court, bet ome

‘alestra, 10% Floor
es Wood Street 197 Blackfriars Road

arnet London SEI 8NJ
EN5 4BE
tfl.gov.uk

1st August 2016
Dear Dr Walker,

We were very sorry to hear of Mr Islam’s fall on one of our buses on 23 October
2015 and his subsequent death and wish to pass our condolences to his family.

We have reviewed your Regulation 28 report dated 6 June 2016 and your
recommendation that we should consider introducing a system that alerts
passengers that the bus they are on is about to move.

We were not present at the inquest and therefore were not able to provide you
with information about the actions we take to ensure the safety of our
passengers generally and specifically when buses move.

Your report refers to the past in which you say that the bus conductor signalled
to customers when the bus was about to move by saying hold on tight and
sounding a bell twice in rapid succession. The traditional role of a bus
conductor was to collect fares, maintain the safety of the open platform and
signal to the driver that it was safe to move away from the stop. .The number of
bus conductors significantly reduced during the 1990’s and early 2000’s as the
use of the traditional routemaster was phased out of service. Bus conductors
did not indicate to customers when the bus was to move and the use of the bell
was to advise the driver that customers wishing to board or alight from the bus
had done so. The bell was not used as a method of warning customers that the
bus would be moving.

at Moy, i
Ys
= £

MAYOR OF LONDON Jax VAT number 756 2769 90

Page 2 of 3

With the dominance of one person operated buses bus drivers have been
trained to look out for customers boarding and alighting the bus, ensuring that
elderly and disabled customer and those who are less able or mobile are
seated safely or have taken hold of a hand hold before moving off. Most of our
buses also have a warning signal when the centre doors are about to close and
a visual display and automated voice system informing customers of the
approaching bus stops along the route. Our drivers are also able to speak
directly to passengers to ensure that they are secure on the bus before they
move should they see anything that concerns them.

Much work has been done over the last few years to ensure that safety for our
customers on buses continues to improve. We have installed a large number of
appropriately positioned and designed hand holds throughout our buses
enabling customers to hold on whilst the bus is moving and departing. We have
ensured that there is appropriately positioned priority seating available
supported with suitable signage for elderly and disabled customers and those
less able to stand or mobile. Also through the engine management system of
our buses, we limit the acceleration of the bus, which means that drivers cannot
move forward quickly, and gives more stability for customers whilst the bus is
transitioning from a stationary position either at a bus stop or in traffic. As
mentioned above, we have an ongoing training programme for our bus drivers
to ensure that before they leave a bus stop or accelerate, elderly and disabled
customers have found seats or hand holds. We are also currently investing in a
2 year programme for all bus drivers to enhance their customer service skills
with particular focus on understanding and empathy for customers’ needs which
includes allowing time for elderly customers to be securely positioned prior to
moving from a stationary position.

TIL is also developing a Bus Safety Standard for London Buses which involves
the consideration of a range of innovative and new technologies to continue to
improve safety on buses. Such technologies could include collision avoidance
systems which utilise sensors to warn bus drivers of potential dangers and
trigger Automatic Emergency Braking systems, and Intelligent Speed
Assistance. Other potential design innovations to be considered include
improving wing mirror design and windscreen glazing to reduce the impact of
any collision. Part of the work of the Bus Safety Standard for London involves
London Bus Services Limited
trading as London Buses
whose registered office is
Windsor House

42-50 Victoria Street
London SW1H OTL

Registered in England and Wales
Company number 3914787

VAT number 756 2770 08

London Bus Services Limited is a
company controlled by a local
Atay, authority within the meaning of
e “fs Part V Local Government and

_ e Housing Act 1989. The controlling
MAYOR OF LONDON ea authority is Transport for London.

05/7,
",
%

Page 3 of 3

considering the nature of accidents and collisions on or involving buses and
identifying measures which can be taken to either avoid such accidents and
collisions or mitigate their impact. TfL recently held a seminar with all the bus
manufacturers who supply London’s buses to ensure that they are also fully
engaged and contribute proactively with the Bus Safety Standard and lead the
trials of both new technology and bus design to identify the most appropriate
solutions. Your recommendations will therefore be considered as part of the

Bus Safety Standard for London to find the most appropriate solution.

We strive to provide an excellent service for our customers and safety is
paramount. We continue to consider and implement ways in which to improve
our customers’ experience of using buses in London, ensuring that they are

safe and comfortable.

Yours sincerely

ED ecto: of Operations

Copy to:

MAYOR OF LONDON

205),
My,

<
aye

London Bus Services Limited
trading as London Buses
whose registered office is
Windsor House

42-50 Victoria Street
London SWIH OTL

Registered in England and Wales
Company number 3914787

VAT number 756 2770 08

London Bus Services Limited is a
company controlled by a local
authority within the meaning of
Part V Local Government and
Housing Act 1989. The controlling
authority is Transport for London.