TfL (Funding and Station Staffing)

Debate between Glenda Jackson and John McDonnell

Wednesday 15th January 2014 Westminster Hall

[John McDonnell]

I know the station concerned. My hon. Friend has campaigned on the matter on a number of occasions, and he has liaised with the staff there. Trade unions have raised the issue as well. It is lunacy to start removing staff from stations such as that one.

We have been here before. Some hon. Members might remember previous debates on the issue, because London Underground management in particular do not have a good track record in anticipating passenger need. Members might remember that after axing 800 staff the previous year, in 2010, London Underground was forced to recruit an additional 300 staff as a result of passenger complaints about safety and security and the campaign that a number of Members who are here today waged alongside the trade unions.

My worry is about safety in all its aspects. I am worried about both preventing and tackling terrorist attacks. Adequate staff numbers are absolutely essential both in preventing terror attacks and dealing with the aftermath when they happen.

[Glenda Jackson (Hampstead and Kilburn) (Lab)]

I apologise for not being present for the opening of the debate. Is the problem of safety not even further exacerbated by the proposal to close so many London fire stations?

[John McDonnell]

We all feel under assault as Londoners at the moment because of what is happening to our emergency services. Through the combination of losing staff from stations and the cuts to the fire service and to policing, we feel as if our emergency services are being stretched to breaking point. If we asked the front-line staff, who are the real experts, they would tell us that as well.

Staff on stations play a role in the prevention of terrorist attacks as well as dealing with the aftermath. It is absolutely ironic that the tube staff who were applauded for their heroism during the London bombings are the ones whose jobs are being cut by the Mayor and who are being treated shabbily in the way in which the announcements are being made. I remember the statement from the Transport for London board in July 2005. I will quote from it now:

“The Board would like to express its heartfelt thanks to all TfL staff who worked so professionally and tirelessly in extremely challenging conditions immediately following the attacks. Their selfless actions to help those who had been injured is a testament to the quality and calibre of public transport workers in London.”

It is those staff whose jobs are now at risk or are to be cut. Their bravery was also praised in the official inquiry into the bombings. I will quote an extract from The Independent in 2010:

“London Underground staff ignored concerns for their own safety and rushed to help victims of the 7/7 bombings, the inquest into the deaths of the 52 people killed heard”.

I will quote a citation for one member of staff, Mr Falayi, who was at Aldgate station, and was told at the inquest:

“You were very brave and I’m sure the efforts you made, despite the risk to yourself, to save and help people there at that dreadful scene will provide some comfort to those who have either lost people or who themselves were dreadfully injured.”

It is those workers who are now going to lose their jobs, and when those jobs go, it will undermine the safety of the travelling public.

It is not just a question of terrorist attacks; there are also operational accidents. One example is people who go on to the line: in September 2012, a member of station staff jumped on to the line to save a child. During the Notting Hill carnival there was an incident in which the car barriers had broken, but as a result of cuts there were no staff to try to ensure that passengers did not go on to a live line. That demonstrates to management that there are heightened risks of that type of accident once staff are removed from stations.

Turning to the issue of security raised by my hon. Friend the Member for Feltham and Heston (Seema Malhotra), in 2012-13, there were 1,897 incidents of violence on the tube. That number is rising. People have commented on the problems caused by cuts to mainline stations. For example, Anthony Smith, the chief executive of Passenger Focus, has said that

“all our research indicates passengers really like the reassurance only the presence of staff can bring. Taking staff away from stations would represent a very short-term, short-sighted saving.”

The Independent Social Research report of 2009, “Passengers’ Perceptions of Personal Security on Public Transport”, said:

“The presence of uniformed staff provided a sense of order and authority, and gave passengers confidence that anti-social behaviour would be challenged. Women and older people in particular were reassured by staffing initiatives, and often commented that seeing staff on trains, stations and at bus stations made them feel safer.”

I will quote another source, the work done by Kerry Hamilton of the university of East London on women and transport in 2005. Many of us have complimented her on that work, and she said that

“women feel more vulnerable to attack and harassment than men and their greater concern with personal security...This deep concern about personal security has important implications for the design of transport interchanges and waiting areas and for staffing levels...Therefore the quality and level of staffing on vehicles and at bus and rail stations is of vital importance.”

A former colleague, Vera Baird QC, was commissioned by the Labour party to write a report called “Everywoman Safe Everywhere”. That report states:

“A significant number of respondents to the consultation raised concerns about cuts to travel budgets and services and the corresponding impact on that could have on women’s perceptions of safety.”

Removal of station and train staff and the closure of ticket offices were chief among those concerns. A 2012 survey showed that 28% of women and 15% of men do not feel safe using London public transport at all times of the day and night. We have to get that message across somehow to Government Ministers and to the Mayor.

There is also an issue with access. I am worried about the increased problems with accessibility that have been mentioned. Ultimately, a station that is accessible for someone with a disability means a station with staff. There is no cheap and staff-free alternative that protects accessibility. Stations must keep their ticket offices open to facilitate information provision and assistance. That was confirmed by a report into the usability of ticket vending machines by Passenger Focus in 2010, which stated:

“Unsurprisingly, passengers with disabilities can find TVMs difficult and frustrating to use and reported various barriers during the interviews”.

A whole series of people came forward to express their concerns. For example, on people with vision impairments, the report said:

“Using TVMs can present a significant challenge for vision-impaired passengers as the nature of their disability can vary significantly…Vision impairments are all different; some people can see better in less light, some can see better in more light, so it’s difficult.”

People need assistance.

Wheelchair users are extremely worried now about what is going to happen. The overriding issue for them is the lack of accessibility of ticket vending machines. The Passenger Focus report on ticket vending machines stated that even machines that are compliant with the Disability Discrimination Act 1995

“can be difficult for some wheelchair users, particularly those who are elderly or lack the upper body strength or mobility to reach the touch screen. Neither of the wheelchair users was able to position themselves close enough to the TVM to use the touch screen in the same way as other respondents. One attempted a side-on approach which got her closer, but she found the twisting motion required to touch the screen awkward and uncomfortable and she still experienced problems with the reach distance.”

There is a threat to the safety of disabled and older people. I bitterly regret to say that many disabled people have experienced hate crimes at stations, and staff are the key to deterring that abuse.

A Survation survey of 1,031 disabled and older people in April 2013 showed that enhancing personal security and safety was ranked consistently as the most important benefit that staff provide to disabled passengers. The response on CCTV is interesting:

“CCTV cameras can never replace the staff in making passengers feel safe.”

I fully agree. In that survey, 27% of respondents claim to have suffered hate crimes or abuse at railway stations, and 25% said they sometimes or often feel unsafe; nine out of 10 passengers thought station staff were generally polite and helpful. Enhancing personal security and safety was consistently ranked top of the range of benefits that station and train staff provide, and 81% of disabled passengers said that reduced staff numbers would make train travel more difficult for them.

I will not labour the point much longer because other hon. Members want to speak, but let me list some organisations that represent disabled people and to which we should listen. The London Visual Impairment Forum said that staff on London

“underground trains are…excellent…If there are cuts to underground station and ticket office staff this could reduce the assistance offered to blind and partially sighted and other disabled passengers.”

Transport For All expressed its opposition, and cited example after example of different forms of disability requiring a personal touch and understanding by another human being, rather than a machine.

[Glenda Jackson]

The issue is not only about people with disabilities. People with chronic illnesses could previously have got a black cab or even an ambulance to take them to regular appointments, but that has virtually gone. A constituent who had just come out of hospital collapsed on the platform at Swiss Cottage station, and if there had been no staff there, he would have been left entirely without assistance.

[John McDonnell]

Example after example has been given. Thoughtistic, which represents people on the autistic spectrum, says that some people on that spectrum are not capable of using, or willing to use, automated systems, and respond better to personal intervention.

Example after example has been given and submitted to the Mayor for consideration, but he has ploughed ahead. The argument that has come back is that gateway stations—King’s Cross, St Pancras and Victoria—will have one third more staff, but that means that staff will be cut at another 125 smaller tube stations, with just one member of staff at certain stations at certain times of day.

At the moment, London Underground offers disabled and older passengers a turn-up-and-go assistance service, in which it provides help with buying tickets, planning routes and getting to the right platform, without passengers having to book in advance. That assistance gives thousands of disabled Londoners the confidence to travel. Many believe that that will be lost.

The recent introduction of manual boarding ramps at 35 stations opened up many more routes to wheelchair users, but those ramps depend on a member of staff operating them. If the staff cuts go ahead, fewer staff will be able to operate the ramps on top of other tasks. The cuts will be a nightmare for many people who suddenly saw their world opening up as a result of increased accessibility following investment over the past 15 or 16 years. Now, we are denying them that.

There is a fear that without the fixed point of a staffed ticket office, visually impaired people will find it harder to locate staff to assist them. Passengers at stations other than mainline stations will have to find a member of staff somewhere on the platform, if they can find one at all.

There have been contradictory answers to questions tabled in the London assembly and in Parliament. On 18 December 2013, Labour members of the London assembly tabled written questions asking the Mayor what assessment he had made of the impact of the cuts on women, disabled people and older passengers. The answer on 7 January was that officers are drafting a response that will be sent shortly. That was despite the fact that parliamentary questions had been answered by Ministers; they said that London Underground had carried out a quality impact assessment to identify the impact of the Mayor’s proposals, and that it showed that the changes will be positive or neutral for all equality target groups. Either Ministers have got it right, or the Mayor has. Someone should tell us the truth of what has happened with the Mayor’s overall assessment.

There will be dangers to staff and we should not underestimate that. The cuts pose a significant threat to staff safety and morale. The official documentation presented to the unions on the day when the cuts were announced was pretty damning. It said that not only would 1,000 posts be on the line, but the remaining staff would be forced to reapply for their jobs, and in addition would have to work in conditions that even on London Underground’s own assessment will carry a medium risk to their safety. It also said that employees will be

“confused, demoralized or distracted due to uncertainty…during”

the HR process. It continued:

“Although there are lone supervisors today this proposal would mean employees at a lower grade would be working alone and may increase employee perception of vulnerability, especially for minority groups at particular risk of abuse.”

That is where we are at. The level of cuts will put passengers at risk, demoralise staff and undermine the overall service.