Understanding the travel needs of diverse communities · Web viewUnderstanding the travel needs of London’s diverse communities. A summary of existing research. Contents

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Understanding the travel needs of London’s diverse communities

A summary of existing researchContentsHow to use this document.......................................................7Setting the scene.....................................................................8Summary...............................................................................11Summary: Black, Asian and minority ethnic (BAME)

Londoners......................................................................18Summary: Women.................................................................56Summary: Older people.......................................................100Summary: Younger people..................................................141Summary: Disabled People..................................................183Summary: People on lower income.....................................246Summary: Lesbian, gay and bisexual (LGB) Londoners.......279Bibliography........................................................................286Glossary...............................................................................289Appendix A: Equality groups in London boroughs...............293



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Preface

The Equality Act 2010 requires TfL and other public bodies to have due regard for all of London’s communities when developing its services.This document sets out in detail a collection of research which has been undertaken to identify the different barriers faced by London’s communities when accessing transport. It also describes travel patterns, the behaviour of different groups and attitudes towards issues such as fares, personal safety and security and satisfaction with the services we offer.This research is intended to be a source document for TfL, and can assist staff in exercising their responsibility to have due regard for London’s diverse communities when designing and delivering our services.The document also provides information which will be useful for stakeholders including those from different communities and will help inform their engagement with TfL.



How to use this documentThis document is a collection of research data focusing on travelling in London among equality groups. TfL has identified seven groups of Londoners that are known to experience a variety of barriers when accessing public transport. Data comes from a variety of sources including research which TfL has commissioned and external sources such as the 2011 Census and other Office for National Statistics (ONS) information. The London Travel Demand Survey (LTDS) is TfL’s own survey of transport use among Londoners and is used extensively throughout this report. The report covers seven key equality groups in London:1. Black, Asian and minority ethnic groups (referred to as BAME

throughout)2. Women3. Older Londoners (aged 65 and over)4. Younger Londoners (aged 24 and under)5. Disabled Londoners6. Londoners on lower incomes (with a household income of less

than £20,000 per year)7. Lesbian, gay and bisexual Londoners (referred to as LGB

throughout)Each chapter follows a similar structure and data is presented from the perspective of the equality group in question. Transport behaviour – this section covers modes of transport used;

journey purpose and tickets used Barriers – this section looks at what prevents Londoners in equality

groups from using public transport more often. This section also covers issues related to safety and security when travelling in London

Customer satisfaction – this section considers how satisfied users of each type of transport are overall, and with value for money and what drives satisfaction levels

Access to information – this section considers information needs for each group, access to the internet and internet behaviour, use of the TfL website and smartphone use

Information in this report comes from a variety of sources and is referenced by a numbering system – ‘[xx]’. The corresponding number and information source can then be found in the bibliography at the end of this report. This report uses a variety of data, including qualitative and quantitative research commissioned by TfL, and published third party reports.A glossary is available for unfamiliar terminology and can be found at the end of this report. Appendix A gives further data on borough comparisons.



Readers may wish to reference TfL’s Single Equality Scheme (SES) and SES Action Plan available on the TfL website.



Context

Setting the sceneThe Mayor published his Transport Strategy in 2010. The strategy describes what London’s transport system should look like in order to deliver the best possible service for all people living in, working in and visiting London [1].London’s transport system should excel among world cities, providing access and opportunities for all its people and enterprises, achieving the highest environmental standards and leading the world in its approach to tackling the urban transport challenges of the 21st century [1].London, a growing cityThe 2011 Census showed that London had grown by one million people in 10 years [2]. This growth was more than expected and the equivalent of adding a city the size of Birmingham to London’s population in a little more than 10 years.Today, the population of London is 8.2 million and it is projected to grow still further to almost 10 million by 2030 [3].To illustrate this projected population growth further it can be described as the equivalent of more than two buses full of people every day or a Tube train full of people every week.A vibrant and diverse capital cityLondon’s incredible diversity is renowned worldwide. As the city grows the diversity of Londoners also changes. Research shows: The BAME population has grown and now makes up 40 per cent of

Londoners. Five London boroughs now have populations where the majority of residents are from a BAME background [2]

Proportion of London population by ethnic group 2001 and 2011 [2]

White BAME Black Asian Mixed/other0

10

20

30

40

50

60

70

80

71

29

11 12

6

60

40

1318

8

20012011

%



Context

The population in London is also younger, particularly among BAME Londoners [2]

There are almost two million Londoners holding non-UK passports. Poland, followed by Ireland and India are the top non-UK passports held by Londoners [2]

Thanks to changing lifestyles and advances in medicine we are living longer. Londoners born between 2010 and 2012 can expect to live almost a decade longer than those born between 1991 and 1993 [4]

Older Londoners population heat map [5]

Passenger numbers are at record levels across London Underground, Docklands Light Railway (DLR), London Overground and on the River Thames, while the number of passengers on the bus network also continues to rise, recording the highest number since 1959

Transport is key to ensure equal life chances for allTransport plays a vital role in ensuring equal life opportunities for all Londoners. Creating a transport system which is accessible is vitally important if we are to make life in London better, ensure people are not excluded from reaching places of employment, and that everyone has access to health, education and leisure services.TfL is committed to providing accessible transport and to support Londoners and those visiting the Capital to travel irrespective of physical abilities or perceived barriers.



Context

Making life in London better for all our communities [6]As part of this commitment to equality of access to the transport network, TfL has identified seven groups of Londoners who typically face increased barriers to public transport use. Black, Asian and minority ethnic people Women Older people Younger people Disabled people People living in a lower income household Lesbian, gay and bisexual peopleAt TfL we undertake extensive surveys, research and consultation to understand the way people travel, what the barriers to travel are and what we can do to address these issues. By listening to our customers and wider stakeholder community, we have developed our Single Equality Scheme which sets out our goals and activity to remove barriers to travel in London wherever possible for all.Recent improvements across the transport network include: ‘Turn up and go’ on all London Overground stations, so that disabled

people needing assistance can arrive at stations and have staff help them without needing to book

Roll out of accessible boarding ramps at many Tube stations Staff training, particularly for bus drivers to address concerns raised by

stakeholders such as wheelchair users Programmes to improve safety and security when travelling in London,

such as Project Guardian which aims to reduce incidents of unwanted sexual behaviour across the transport network.

We have also invested to improve our infrastructure installing lifts, tactile paving and enhancing the street environment with initiatives such as pedestrian crossings with Countdown timers and more accessible bus stops.However there is more that can be done and each year we review our progress against the Single Equality Scheme producing a progress report which outlines how we will be developing our equality activity further to ensure that we make life in London better for all. As our campaign for better transport states: Every Journey Matters.



Summary

SummaryProfile of equality groups in LondonThe 2011 Census recorded 8,173,941 people usually live in London and this is set to grow in the coming decades. London’s population is extremely diverse and ever changing [2]. BAME Londoners make up 40 per cent of the population [2] Half of Londoners are women (51 per cent) [2] Thirty-two per cent of Londoners are under the age of 25 and 11 per

cent are aged 65 or over [2] Disabled Londoners make up 14 per cent of the population [2] Thirty-seven per cent of Londoners are living in a household with an

annual income of less than £20,000 [7] The percentage of Londoners who consider themselves to be lesbian,

gay or bisexual is 2. 5 per cent [8]There are differences in the profile of Londoners who make up each equality group: Londoners living in a lower income household (less than £20,000 per

year) and older Londoners (aged 65 or over) are more likely to be women [7]

BAME Londoners are more likely to be younger, while women and those living in lower income households are more likely to be older [2]

Men are more likely than women, and white Londoners are more likely than BAME Londoners to be working, this may be linked in part to the different age profile of these equality groups [7]

Note:There are two main sources of demographic data used in this document; the Office for National Statistics Census indicated with reference [2] and the London Travel Demand Survey indicated with reference [7]. Where two sources exist, this report generally refers to the Census as this is considered the most robust source of profile data due to the large sample size. The following table provides LTDS demographic data as this has the most directly comparable travel data.



Summary

Demographic profile of equality groups (2012/13) [7] % All Men Women White BAME Aged 24

& under65+ Less

than£20,000

Disabled

Non-disable

dBase (15,96

5)(7,589) (8,376) (10,200

)(5,716) (4,330) (2,487) (5,877) (1,851) (14,114

)Gender Men 49 - - 50 48 51 45 44 45 50

Women 51 - - 50 52 49 55 56 55 50

Age

5-10 8 8 8 6 11 - - 9 2 911-15 6 7 6 5 8 - - 6 2 716-24 14 14 14 12 17 - - 16 4 1525-59 55 55 55 56 54 - - 42 37 5760-64 5 4 5 5 3 - - 5 9 465-70 5 5 5 6 3 - - 8 13 471-80 5 4 5 6 3 - - 9 17 381+ 3 2 3 4 1 - - 6 16 1

Ethnicity White 62 64 61 - - 52 79 55 67 62BAME 37 36 39 - - 48 21 45 32 38

Household income

<£9,999 18 15 21 16 21 21 36 - 41 15£10,000–£19,999 19 18 20 17 23 20 30 - 28 18£20,000–£34,999 19 20 19 18 21 19 17 - 15 20£35,000–£49,999 14 14 13 15 13 13 7 - 7 15£50,000–£74,999 15 16 13 16 12 13 6 - 5 16£75,000+ 15 16 14 18 9 15 4 - 4 16

Working status(16+)

Working full-time

47 58 37 50 43 26 4 19 8 53

Working part-time

10 6 13 10 10 6 5 10 5 10

Student 10 10 11 8 15 53 - 14 3 11Retired 16 14 17 19 10 - 88 28 51 11Not working 17 11 22 14 22 15 3 29 33 15



Summary

Disabled (limiting daily activity)

Yes 10 9 11 11 9 3 36 19 - -

*Note that LTDS data excludes children aged under five and working status does not include under 16s.



Summary

Travel behaviourWalking is the most common form of public transport for all Londoners; almost all Londoners walk each week (96 per cent). Disabled Londoners are less likely to walk at least weekly (79 per cent); almost all younger Londoners walk at least once a week in London (99 per cent) [7].The bus is the next most commonly used type of transport in London; 61 per cent of Londoners use the bus at least once a week; younger Londoners are the most likely equality group to use the bus at least weekly, seven in 10 Londoners aged under 25 do so (69 per cent). Men and white Londoners are slightly less likely than average to use the bus once a week (58 per cent and 57 per cent respectively) [7].Disabled Londoners and Londoners in households with an annual income of less than £20,000 are less likely than average to use the Tube on a weekly basis (18 per cent of disabled Londoners and 31 per cent of Londoners with a lower household income) [7].



Summary

Proportion of Londoners using modes of transport at least once a week (2012/13) [7]% All Men Wome

nWhite BAME Aged

24 & under

65+ All less than

£20,000

Disabled

Non-disabl

ed

Base (15,965)

(7,589)

(8,376)

(10,200)

(5,716)

(4,330)

(2,487)

(5,877)

(1,851)

(14,114)

Walking 96 96 96 96 97 99 87 95 79 98Bus 61 58 64 57 68 69 64 71 57 61Car as passenger 47 40 54 46 49 65 43 42 46 47Car as driver 39 44 34 44 31 9 41 25 26 41Underground 38 41 35 39 36 33 23 31 18 40National Rail 17 18 16 19 15 14 12 13 7 18Overground 8 9 7 8 8 8 4 8 4 9Minicab/other taxi 7 6 7 7 6 7 6 7 7 7DLR 4 5 4 4 5 4 2 4 2 4London taxi 4 5 3 6 2 2 3 2 3 4Tram 2 2 2 2 2 2 2 2 2 2Motorcycle 1 2 - 2 1 - - 1 - 1*Note that LTDS data excludes children aged under five.



Summary

Tickets and passesOyster card ownership is related to age:

Younger Londoners are the most likely equality group to hold an Oyster card; 77 per cent of 16- to 24-year-olds have one [7]

Older people are least likely to hold an Oyster card, only eight per cent of Londoners aged 65 or over have one. Most older Londoners (aged 65 or over) hold an older person’s Freedom Pass and this accounts for the lower proportion of Oyster cards held by older Londoners [7]



Summary

Possession of Oyster card and passes/cards for free travel/reduced fares (2012/13) [7]

%All Men Wome

nWhite BAME 16-24 65+ Incom

e <£20k

Disabled

Non-disabl

edBase (15,96

5)(7,589

)(8,376

)(10,20

0)(5,716

)(1,950

)(2,487

)(5,877

)(1,851

)(14,11

4)

Oyster card 60 59 61 58 63 77 8 50 26 64

Older person’s Freedom Pass

15 14 16 18 9 - 91 24 44 11

Disabled person’s Freedom Pass

2 2 2 2 2 1 1 4 16 -

*Note that LTDS data excludes children aged under five.



Summary

Barriers to public transport useThe most commonly mentioned barrier to using public transport more often across all Londoners is overcrowded services, mentioned by 56 per cent of Londoners; BAME Londoners (65 per cent), 16- to 24-year-olds (62 per cent) and women (59 per cent) are the most likely equality groups to mention this [9].Cost of tickets and safety and security issues are more commonly mentioned as barriers by some equality groups than across all Londoners. Cost of tickets is more commonly mentioned as a barrier to public

transport use by BAME Londoners (62 per cent) and younger Londoners (59 per cent aged between 16 and 24) [9]

Concerns about antisocial behaviour and crime are particularly mentioned as barriers to public transport use by Londoners living in DE households (for example, those in semi-skilled and unskilled manual occupations, unemployed and lowest grade occupations) of whom 44 per cent say concerns about antisocial behaviour affect their travel frequency, BAME Londoners (42 per cent), disabled Londoners (42 per cent) and women (40 per cent) [9].

Safety and securityTfL uses a typology of worry to monitor the perceptions of Londoners with regard to their personal security while using public transport in London. The typology classifies people into: Unworried – reports no general worry and no episodes of recent worry Unexpressed fear – reports no general worry, but specific recent

episodes Anxious – reports general worry, but no specific recent episodes Worried – reports general worry and specific recent episodes Don’t knowThree-quarters of Londoners (74 per cent) fall into the ‘unworried’ category. Londoners aged 65 or over are the most likely to be ‘unworried’ (84 per cent); BAME Londoners and women are the least likely to be ‘unworried’ (65 per cent and 68 per cent respectively) [9].BAME Londoners are the most likely to say that that their frequency of travel is effected ‘a lot’ or ‘a little’ because of concerns over crime or antisocial behaviour [9].The relationship between concerns around safety and security and equality groups is complex, for example, age, ethnicity, income and whether a person is disabled are all likely to be interrelated, likewise the travel patterns, preferences and area in which someone lives are all likely to play a part.



Black, Asian and minority ethnic (BAME) people

Summary: Black, Asian and minority ethnic (BAME) LondonersKey findings Forty per cent of Londoners are from a BAME ethnic group [2] Walking is the most commonly used type of transport by BAME

Londoners (97 per cent of BAME Londoners walk at least once a week vs. 96 per cent of white Londoners)

After walking, the most commonly used type of transport by BAME Londoners is the bus (68 per cent BAME vs. 57 per cent white) [7]

BAME Londoners cite a greater number of barriers to increased public transport use than white Londoners [9]

BAME Londoners are more likely to be classified as ‘worried’ and also to take precautions against crime when travelling [9]

In general BAME Londoners give slightly lower overall satisfaction ratings than white Londoners for various transport types [10]

Internet access is higher for BAME Londoners than white Londoners (94 per cent BAME vs. 88 per cent white) however, this difference is driven by the younger age profile of BAME Londoners; when looking only at Londoners aged 16-64, there is no discernable difference in internet access between BAME and white Londoners [36]

Profile of BAME LondonersForty per cent of Londoners are from a BAME- group. There are some demographic differences between BAME Londoners and white Londoners most notably BAME Londoners have a much younger age profile than white Londoners. Forty one per cent of BAME Londoners are aged 24 and under compared to 26 per cent of white Londoners [2]. BAME Londoners are less likely than white Londoners to be in employment (57 per cent BAME vs. 64 per cent white) [2]. They are also more likely to live in households with an average annual income below £20,000 (44 per cent BAME vs. 33 per cent white) [7].The majority of Londoners have English as their main language (78 per cent regardless of ethnic group), however, four per cent do not speak English well [2].Transport behaviourWalking is the most commonly used form of transport by BAME Londoners (97 per cent BAME vs. 96 per cent white). After walking, the bus is the most common type of public transport used by BAME Londoners; 68 per cent of BAME Londoners use the bus at least once a week compared to 57 per cent of white Londoners. Among different BAME groups bus use varies – 77 per cent of black, 74 per cent of Londoners from an ‘other’ ethnic group, 63 per cent of

Transport for London – BAME 18



mixed ethnic group Londoners and 61 per cent of Asian Londoners use the bus at least once a week [7].

The use of cars among BAME Londoners is lower than for white Londoners; 31per cent of BAME Londoners drive a car at least once a week compared to 44 per cent of white Londoners [7].

Driving a car is higher among Asian Londoners compared to other BAME groups (35 per cent of Asian Londoners drive a car at least once a week compared to 27 per cent of black Londoners) [7].BAME Londoners are less likely than white Londoners to cycle at least sometimes in London (15 per cent BAME vs. 21 per cent white) [11].BarriersCompared to white Londoners, BAME Londoners are more likely to mention a larger number of potential barriers that prevent them from increasing their use of public transport including overcrowding [9].Cost is more of a barrier to increased public transport use among BAME Londoners than white Londoners (62 per cent BAME vs. 42 per cent white) [9].Alongside cost, the barriers to greater public transport use most commonly mentioned by BAME Londoners are overcrowding (65 per cent), slow journey times (51 per cent), unreliable services (47 per cent), dirty environments on the bus or train (39 per cent) and concerns about antisocial behaviour (42 per cent) [9].TfL uses a typology of worry to assess Londoners attitudes to safety and security when using the public transport network. Most Londoners are classified as ‘unworried’. BAME Londoners are less likely than white Londoners to be ‘unworried’ (65 per cent BAME vs. 78 per cent white) and also more likely to be classified as worried (nine per cent BAME vs five per cent white) [9].A higher proportion of BAME Londoners than white Londoners take precautions against crime when using public transport (46 per cent BAME vs. 39 per cent white). The most common precaution for both BAME and white Londoners is to sit by other people [9].BAME Londoners both adults and children are almost twice as likely as white Londoners to be injured on the roads [12]. BAME Londoners are also less likely than white Londoners to say that they feel safe from road accidents when walking around London either during the day or at night [13].




Customer satisfactionBAME customers are slightly less satisfied with the transport they use than white customers – this applies to overall satisfaction, satisfaction with value for money and other attributes. BAME customers using the bus are slightly less satisfied overall than

white customers (81 out of 100 BAME vs. 84 out of 100 white) [10] Satisfaction among BAME customers with value for money of the bus

has risen in 2014 to 67 out of 100 from 64 out of 100 in 2012/13, however, this remains lower than among white customers (67 out 100 BAME vs. 73 out of 100 white) [10]

Overall satisfaction with the Tube among BAME customers is slightly lower than among white customers (81 out of 100 BAME vs. 83 out of 100 white) [10]

Access to informationA higher proportion of BAME Londoners have access to the internet than white Londoners (94 per cent BAME vs. 88 per cent white). This is almost entirely due to the older age profile of white Londoners as the proportions of BAME and white Londoners under the age of 65 who access the internet are the same (96 per cent) [36]. Both BAME and white 16- to 64-year-old Londoners tend to access the internet in similar places with the exception of access at work; 54 per cent of BAME 16- to 64-year-old Londoners access the internet at work, compared with 64 per cent of 16- to 64-year-old white Londoners [36].




IntroductionLondon is one of the most ethnically and culturally diverse cities in the world with black, Asian and minority ethnic (BAME) people making up 40 per cent of the city’s population [2]. More than 300 languages are spoken and multiple faiths are practised in the Capital [14].The age structure of BAME Londoners tends to be younger than white Londoners, and it is estimated that by 2031, more than half of the Capital’s 15- to 19-year-olds will belong to a BAME group and the proportion of all Londoners from a BAME ethnic group will reach 50 per cent by 2037 [15]. TfL’s Single Equality Scheme addresses many of the issues identified in the research presented in this document [32]. This chapter focuses on transport issues relevant to BAME Londoners. For the purposes of this section, Londoners are grouped according to their reported ethnicity as follows:Breakdown of ethnic groups used in this report [7]

Ethnic groupsWhite English/Welsh/Scottish/Northern Irish

White WhiteWhite IrishOther white BritishOther whiteBlack or black British – Caribbean

Black

Black, Asian and

minority ethnic (BAME)

Black or black British – AfricanBlack or black British – other black backgroundAsian or Asian British – Indian

AsianAsian or Asian British – PakistaniAsian or Asian British – BangladeshiAsian or Asian British – ChineseAsian or Asian British – other Asian backgroundMixed or multiple ethnic groups – white and black Caribbean

MixedMixed or multiple ethnic groups – white and black AfricanMixed or multiple ethnic groups – white and AsianOther mixed or multiple ethnic backgroundOther ethnic group – Arab OtherOther ethnic group – any other




Profile of BAME LondonersForty per cent of Londoners are from a BAME group [2]. This has increased significantly since 2001 when the comparative figure was 29 per cent and the proportion is forecast to increase further in future [16]. Population projections suggest that the proportion of BAME Londoners will rise to 50 per cent by 2037 [15].Ethnic groups in London from the ONS Census [2]% 2011

Census2001

Census1

White 60 71BAME 40 29Black/African/Caribbean/black British 13 11Asian/Asian British 18 12Mixed/other 8 6

TfL surveys Londoners on an ongoing basis as part of the London Travel Demand Survey. LTDS is a sample survey of Londoners and the equivalent figure from this survey is 62 per cent white and 37 per cent BAME [7].LTDS ethnic groups in London (2012/13) [7]% LTDSBase (17,258)White 62BAME 37Black 13Asian 18Mixed/other 5*Note that LTDS data excludes children aged under five and working status does not include under 16s. Where percentages do not sum to 100, this is due to rounding and refused codes.

1 There is a slight change in definition of ethnic groups between the 2001 and 2011 Census, see www.ons.gov.uk for details.



http://www.ons.gov.uk/


LTDS demographic profile of ethnic groups in London (2011/12) [7]% All White BAME Black Asian Mixed OtherBase (15,96

5)(10,20

0)(5,71

6)(2,05

5)(2,849

)(455) (357)

GenderMen 49 50 48 42 51 48 51Women 51 50 52 58 49 52 49

Age5-10 8 6 11 11 9 21 811-15 6 5 8 9 7 11 716-24 14 12 17 17 16 23 1825-59 55 56 54 53 56 41 5660-64 5 5 3 3 4 2 365-70 5 6 3 2 4 1 571-80 5 6 3 4 3 2 281+ 3 4 1 1 1 - 1

Household incomeLess than £9,999 18 16 21 28 16 26 23£10,000–£19,999 19 17 23 24 25 13 20£20,000–£34,999 19 18 21 20 23 20 20£35,000–£49,999 14 15 13 11 13 16 16£50,000–£74,999 15 16 12 10 13 15 12£75,000+ 15 18 9 7 11 11 9

Working status*Working full-time 47 50 43 40 45 43 42Working part-time 10 10 10 11 10 9 6Student 10 8 15 16 13 21 17Retired 16 19 10 10 11 4 9Not working 17 14 22 23 21 24 25

DisabledYes 10 11 9 9 9 7 7No 90 89 91 91 91 93 93

Impairment affects travelYes 9 10 8 8 8 6 8No 91 90 92 92 92 94 92*Note that LTDS data excludes children aged under five and working status does not include under 16s.




BAME Londoners tend to have a younger age profile than white Londoners. Forty-one per cent of BAME Londoners are under 25, compared to 26 per cent of white Londoners [2]. Number of Londoners by ethnic group 2011 [2]

Age 0 to 24

Age 25 to 49

Age 50 to 64

Age 65 and over

50% 40% 30% 20% 10% 0% 10% 20% 30% 40% 50%

WhiteBAME

This younger age profile of BAME Londoners has an impact on many of the travel behaviours covered in this chapter and should be kept in mind when using the results.Employment and incomeFifty-seven per cent of BAME Londoners are in employment compared with 64 per cent of white Londoners aged 16 or over [2].2011 Census – Economic activity of Londoners (16 years old and over)

[2]% White BAMEEmployed 64 57Unemployed 4 7Students (economically inactive)

5 12

Retired 17 8Long-term sick/disabled/other

6 8

Looking after home/family

4 7

Students fall into employed, unemployed and economically inactive categories.

Higher proportions of BAME Londoners have an annual household income of below £20,000 (44 per cent) than white Londoners (33 per cent) [7].




Languages spokenTwenty-two per cent of Londoners have a language other than English as their first language, with Polish (two per cent), Bengali (one per cent), Gujarati (one per cent), French (one per cent) and Urdu (one per cent) being the top five main languages spoken [2]. This shows the wide range of languages used in London; according to the Greater London Authority (GLA) 300 languages are spoken across the city [17].European languages are spoken by 42 per cent of residents whose main language is not English, making them the largest group in London. South Asian languages are spoken by 29 per cent of people. The remaining 29 per cent are split relatively equally among African (eight per cent), Middle Eastern which includes Turkish and Arabic (eight per cent), East Asian (seven per cent) and West/Central Asian (five per cent). Languages outside these groups such as Caribbean Creole and sign language account for the remaining one per cent [19].The 2011 Census revealed that four per cent of Londoners have difficulty speaking English. Difficulties speaking English are more common among older Londoners. Two per cent of those aged between three and 15 do not speak English well compared with six per cent of 65-year-olds and over.2011 Census – Londoners ability to speak English [2]% English is main

languageEnglish not

main language but spoken well

English not spoken well

All 78 18 4Age3-15 85 13 216-24 79 19 225-34 69 27 435-49 74 21 550-64 81 13 565+ 86 8 6

Religion and beliefsThe 2011 Census shows that the representation of religion and beliefs of Londoners has changed over the last 10 years. There has been a decline in the proportion of Londoners considering themselves to be Christian (58 per cent to 48 per cent), and there has also been an increase in the proportion who do not identify with any religion (16 per cent to 21 per cent) [2].




The largest religious and faith groups in London are:Religions and faith groups in London [16, 2]% 2011 2001Christianity 48 58Islam 12 9Hinduism 5 4Judaism 2 2Sikhism 2 2Buddhism 1 1Other 1 1Not religious 21 16Undeclared 8 9

Religion varies considerably between ethnic groups: While 28 per cent of white and 27 per cent of mixed Londoners report

they have no religion only seven per cent of black and eight per cent of Asians report this

More than half of black (68 per cent) and white (57 per cent) Londoners report that they are Christian

Asian Londoners and Londoners that have selected the ‘other’ ethnic group background are most likely to be Muslims (36 per cent of Asian Londoners and 50 per cent of Londoners selecting ‘other’ ethnic group are Muslims)

Religion by ethnic group [2]% White BAME Black Asian Mixed OtherChristian 57 36 68 12 47 22Buddhist - 2 - 4 1 1Hindu - 12 - 26 1 2Jewish 3 - - - 1 3Muslim 3 27 15 36 10 50Sikh - 4 - 7 - 4Other religion - 1 - 1 1 1No religion 28 10 7 8 27 10Religion not stated

9 8 9 6 12 9




London boroughsSome London boroughs have a higher proportion of BAME residents than others, those with the largest proportion of BAME residents are:London boroughs with highest proportion of BAME residents [2]Borough % of BAME

residentsNewham 71Brent 64Harrow 58Redbridge 57Tower Hamlets 55

The boroughs with the smallest proportion of BAME residents are:London boroughs with lowest proportion of BAME residents [2]Borough % of BAME

residentsHavering 12Richmond upon Thames 14Bromley 16Bexley 18Sutton 21

There is a high concentration of BAME residents in the most deprived boroughs in London. According to Indices of Deprivation released by the ONS, the most deprived boroughs in London are Hackney, Newham, Tower Hamlets and Islington [18] all of which have large proportions of BAME residents




Travel behaviourThe average number of trips completed per weekday varies slightly according to ethnicity; on average BAME Londoners make 2.50 trips per weekday compared to 2.79 trips made by white Londoners. There are variations between different BAME groups: black Londoners make 2.61 trips, Asian Londoners make 2.36 trips and mixed Londoners make 3.03 trips on average [7].Transport types usedWalking at least once a week is almost universal across all ethnic groups. After walking, the most commonly used types of transport for all Londoners are buses, cars (as both drivers and passengers) and the Tube [7].The proportion of Londoners using each type of transport at least once a week varies according to ethnicity. BAME Londoners are more likely than white Londoners to use the bus at least once a week (68 per cent BAME vs. 57 per cent white). In contrast, lower proportions of BAME Londoners travel at least once a week by car (as the driver), cycling, taxi and National Rail than white Londoners. Few differences are seen between white and BAME Londoners for their frequency of use of minicabs, the Overground, trams and the Tube [7].Looking specifically at the differences between ethnic minority groups, the use of buses is particularly high among black Londoners with 77 per cent using this type of transport at least once a week compared to 68 per cent of all BAME Londoners (57 per cent white Londoners) [7]. Research among BAME Londoners suggests this is because buses are seen to be cheaper than other transport options and have more comprehensive route networks compared to other transport types [28].The use of cars tends to be higher among Asian Londoners than other ethnic groups [7].




Proportion of Londoners using types of transport at least once a week (2012/13) [7]

% All White BAME Black Asian Mixed OtherBase (15,965) (10,20

0)(5,716) (2,05

5)(2,84

9) (455) (357)Walking 96 96 97 96 97 99 98Bus 61 57 68 77 61 63 74Car (as a passenger)

47 46 49 46 51 55 35Car (as a driver) 39 44 31 27 35 24 29Tube 38 39 36 35 36 35 38National Rail 17 19 15 18 13 16 13Overground 8 8 8 11 6 11 7Other taxi/minicab (PHV)

7 7 610 4 8 4

London taxi/black cab

4 6 2 2 2 2 3DLR 4 4 5 7 5 4 3Tram 2 2 2 4 1 2 1Motorbike 1 2 1 1 1 2 2*Note that LTDS data excludes children aged under five.

Where there is more detailed information on individual types of transport, a sub-section is included below.WalkingThere is little difference between the frequency of walking among BAME and white Londoners. Ninety-seven per cent of BAME Londoners walk at least once a week which is very similar to white Londoners where 96 per cent walk at least once a week [7].BAME Londoners are slightly more likely than white Londoners to walk on a daily basis (85 per cent of BAME Londoners walk five or more days a week vs. 81 per cent of white Londoners) [7].Frequency of walking (2012/13) [7]% All White BAME Black Asian Mixed Other

Base (15,965)

(10,200)

(5,716)

(2,055)

(2,849)

(455) (357)

5 or more days a week 83 81 85 86 83 88 893 or 4 days a week 6 7 5 5 6 5 52 days a week 4 5 4 3 5 3 31 day a week 3 3 3 2 4 3 1At least once a fortnight 1 1 1 1 1 - 1At least once a month 1 1 1 1 1 - -




At least once a year 1 1 - 1 - - -Not used in last year 1 1 1 1 1 - 1Never used - - - - - - -*Note that LTDS data excludes children aged under five.




The pattern of walking behaviour is also very similar for BAME and white Londoners, although white Londoners are slightly more likely to walk for a whole journey or as part of a longer journey (78 per cent BAME vs. 85 per cent white) [13].Journey purpose of walking trips varies between BAME and white Londoners. BAME Londoners are more likely than white Londoners to walk (at least

once a week) to get to/from work, school or college (58 per cent BAME vs. 39 per cent white) and to take a child to school (27 per cent BAME vs. 13 per cent white)

White Londoners are more likely than BAME Londoners to walk (at least once a week) to visit pubs/restaurants/cinemas and other social places (40 per cent BAME vs. 53 per cent white), to complete small errands such as getting a newspaper or posting a letter (81 per cent BAME vs. 90 per cent white) and to visit friends and family (40 per cent BAME vs. 48 per cent white) [13]

Walking at least once a week by purpose of journey (2014) [13]% who walk at least once a week All White BAMEBase (1,00

0)(774) (189)

Walk…To complete small errands such as getting a newspaper or posting a letter

86 90 81

As part of a longer journey 73 74 75To visit pubs/restaurants/cinemas and other social places

48 53 40

To visit friends and relatives 45 48 40To get to work/school/college 45 39 58To take a child to school 18 13 27

BusBus use among BAME Londoners is higher than among white Londoners (68 per cent BAME vs. 57 per cent white). The proportion of black Londoners using the bus at least once a week is 76 per cent which is considerably higher than any other ethnic group (63 per cent of mixed Londoners and 61 per cent of Asian Londoners use the bus at least once a week) [7].The greater use of buses by BAME Londoners is also shown by comparing data from the Bus User Survey (2008) against the proportion of BAME Londoners in the population. Forty-nine per cent of day bus users, and 45 per cent of night bus users are BAME customers whereas BAME Londoners account for only 40 per cent of the total London population [20].




Comparison of day and night bus users with London population (2008) [20, 2]

% White BAME Black Asian MixedAll Londoners* [2]

60 40 8 18 13

Day bus users 51 49 16 13 19Night bus users 55 45 20 12 13Table excludes under 16s. *Please note that figures for ‘All Londoners’ come from the 2011 Census

BAME bus users are as likely as white customers to take the bus to or from work during the day. However, BAME Londoners are more likely to travel to/from work at night by bus (52 per cent BAME vs. 44 per cent white). A higher proportion of white Londoners travel by bus at night for leisure purposes compared to BAME Londoners (15 per cent BAME vs. 31per cent white).

Purpose of bus journey by ethnic group and time of day (2008) [20]During the day At night

% White BAME White BAMEBase (weighted) (20,892) (17,180) (4,158) (2,685)

To/from work 49 49 44 52

To/from school/education

10 19 3 8

To/from shopping 14 10 1 2

Visiting friends/relatives

9 10 12 16

Leisure 9 4 31 15

Other purpose 9 9 7 8

Black Londoners are the most likely ethnic group to use a bus on a daily basis; 45 per cent of black Londoners do so compared with 28 per cent of all Londoners [7].Frequency of travelling by bus (2012/13) [7]% All White BAME Black Asian Mixed Other

Base (15,965) (10,200)

(5,716)

(2,055)

(2,849)

(455) (357)

5 or more days a week 28 23 35 45 27 33 383 or 4 days a 12 12 13 14 13 11 15




week2 days a week 11 12 11 9 11 10 121 day a week 10 10 9 8 10 8 10At least once a fortnight 5 6 4 3 5 7 3At least once a month 10 10 9 7 10 9 8At least once a year 13 15 12 8 14 11 9Not used in last year 8 9 6 4 7 7 4Never used 2 3 2 1 3 4 3*Note that LTDS data excludes children aged under five

CarBAME Londoners are less likely to hold a driving licence than white Londoners (51 per cent BAME aged 16 years or over vs. 69 per cent white). Asian Londoners are slightly more likely than other BAME groups to hold a driving licence (53 per cent).Frequency of driving a car varies across BAME groups – 35 per cent of Asian Londoners drive at least once a week compared to 27 per cent of black Londoners and 24 per cent of mixed Londoners [7].Proportion of Londoners (aged 16+) with a full car driving licence

(2012/13) [7]% All White BAME Black Asian Mixed OtherBase (13,58

5)(8,997) (4,547

)(1,613

)(2,335

)(305) (294)

Holds a full car driving licence

63 69 51 48 53 52 47

Note that above table includes all Londoners aged 16 and over

BAME Londoners are less likely than white Londoners to live in a household that owns or has access to a car (60 per cent BAME vs. 68 per cent white). There are some differences between different BAME groups, with Asian Londoners being the most likely to own or have access to a car (68 per cent) [7].

Proportion of Londoners in a household with access to a car (2012/13) [7]% All White BAME Black Asian Mixed OtherBase (15,96

5)(10,200) (5,716

)(2,055

)(2,849

)(455) (357)

0 cars 35 32 40 50 32 37 461 car 44 46 41 36 44 43 452+ cars 20 22 19 14 23 20 9*Note that LTDS data excludes children aged under five.







TubeTube use among BAME Londoners is slightly lower than among white Londoners (36 per cent BAME Londoners use the Tube at least once a week vs. 39 per cent white). When looking at individual BAME groups there is very little difference between groups, only Londoners from an ‘other’ background have a similar level of Tube use to white Londoners (38 per cent) [7].Frequency of travelling by Tube (2012/13) [7]% All White BAME Black Asian Mixed Other

Base (15,965)

(10,200)

(5,716)

(2,055)

(2,849)

(455) (357)

5 or more days a week 15 15 14 14 15 12 153 or 4 days a week 6 6 6 6 6 7 82 days a week 8 8 7 7 7 7 61 day a week 9 9 9 9 9 8 10At least once a fortnight 8 8 8 9 8 7 8At least once a month 15 14 16 17 15 17 15At least once a year 24 24 25 24 26 29 23Not used in last year 10 11 9 10 9 8 7Never used 4 3 6 5 6 4 9*Note that LTDS data excludes children aged under five.

Cycling BAME Londoners are less likely to cycle than white Londoners. Fifteen per cent of BAME Londoners at least sometimes cycle in London compared to 21 per cent of white Londoners. White Londoners are also more likely than BAME Londoners to cycle regularly (at least once a week) in London (seven per cent BAME vs. 13 per cent white) [11].Proportion of Londoners who cycle (2014) [11]% All White BAMEBase (1,000) (748) (233)Cyclist (sometimes uses a bike to get around London)

19 21 15

Non-cyclist (never uses a bike to get around London)

81 79 85

Most Londoners, regardless of whether they cycle currently, do know how to ride a bike. BAME Londoners appear slightly less likely to be able to ride than white Londoners, however, this




difference is not statistically significant (81 per cent BAME vs. 86 per cent white) [11].




Proportion of Londoners able to ride a bike (2014) [11]% All White BAMEBase (1,364) (1,061) (278)Can ride a bike 84 86 81Cannot ride a bike 15 14 18

TfL has developed a behavioural model to look at Londoners’ readiness to cycle or cycle more if they already cycle around the city. According to this model both BAME and white Londoners are equally likely to be in the pre-contemplation stage meaning they haven’t thought about cycling (more) or have thought about it, but do not intend to do so (70 per cent for both BAME and white Londoners). BAME Londoners are less likely than white Londoners to have started to cycle (more) and continued with it either occasionally or all the time, 11 per cent of BAME Londoners fit this description compared with 17 per cent of white Londoners [11].Behaviour model of cycling (2014) [11]% All White BAMEBase (1,364) (1,061) (278)Pre-contemplation:’You have thought about it but would be unlikely to start in the future’‘You have thought about it but don’t intend starting in the future’‘You have never thought of starting but could be open to it in the future’

70 70 70

Contemplation:‘You are thinking about starting in the future’

8 5 13

Preparation: ‘You have decided to start soon’

1 1 -

Change:‘You have tried to start recently but are finding it difficult’‘You have started recently and are finding it quite easy so far’

1 1 -

Sustained change:‘You started a while ago and are still doing it occasionally’You started a while ago and are still doing it regularly’

15 17 11

Lapsed:‘You had started doing this but couldn’t stick to it’

6 5 6




Cycling schemesAwareness of Barclays Cycle Hire is relatively high among all Londoners; however, BAME Londoners are slightly less likely than white Londoners to be aware (79 per cent BAME vs. 85 per cent white).Sixteen per cent of BAME Londoners have hired a bicycle through the scheme compared with 12 per cent of white Londoners [11].Twenty per cent of casual Barclays Cycle Hire users (defined as not having a Barclays Cycle Hire key) are BAME customers and 12 per cent of Barclays Cycle Hire members are BAME customers [21].Sixteen per cent of BAME Londoners report that they are likely to use the scheme in the next year compared with 10 per cent of white Londoners, however, this is partly due to the younger age profile of BAME Londoners. When looking only at under 65-year-olds there is no significant difference in the intention to use Barclays Cycle Hire in future (17 per cent BAME vs. 12 per cent white) [11]. Across all ethnic groups, awareness of Barclays Cycle Superhighways is lower than for Barclays Cycle Hire. In particular, BAME Londoners are less likely to be aware of Cycle Superhighways, 42 per cent are aware compared to 54 per cent of white Londoners2 [11].The profile of cyclists changes slightly depending on the Barclays Cycle Superhighway in question. Eighty-nine per cent of cyclists on the CS7 (which runs along the A24 from Merton to the City) are white, compared to 84 per cent on the CS3 (which runs along the A13 from Barking to Tower Gateway) [22]. Seven per cent of BAME Londoners report that they have never used a Barclays Cycle Superhighway compared with 10 per cent of white Londoners [11]. BAME Londoners are again more likely than white Londoners to say they will use the Superhighways in the future (seven per cent BAME vs. three per cent); however, if we account for the different age profile and only look at Londoners aged under 65, there is no significant difference in the proportion of BAME or white Londoners intending to use a Barclays Cycle Superhighway in future (seven per cent BAME vs. four per cent white) [11].

2 There remains some confusion between Barclays Cycle Superhighways and Barclays Cycle Hire. Once BCSHs are described, 18 per cent who originally reported being aware of BCSH (in the figures above) say they were thinking of something else (22 per cent of BAME Londoners).




Dial-a-Ride (DaR)Twenty-five per cent of DaR members are BAME compared to 75 per cent who are white, the proportion of BAME DaR members decreases as the age of the member increases, seven per cent of DaR members who are aged 90 or over are BAME [23].DaR membership by ethnicity (2012) [2,23]% All

disabled Londoners

DaR members

65-79 years old

80-89 years old-

90+ years old

Base (excludes unknown data)

- (38,699) (9,700) (13,508) (4,955)

White 66 75 63 84 93BAME 34 25 37 16 7

English is spoken by 94 per cent of DaR members. Gujarati and Punjabi are the most common languages spoken by non-English speaking members [25].Journey purposeAcross all travel in London, the purpose of journeys varies slightly by ethnicity especially between the ethnicity groups which make up BAME Londoners. BAME Londoners are generally more likely than white Londoners to travel by public transport for reasons relating to education, which includes escorting children to school (25 per cent BAME vs. 14 per cent white). BAME Londoners are less likely than white Londoners to use public transport during the week for leisure purposes (19 per cent BAME vs. 25 per cent white), this may be related to the younger age profile of BAME Londoners [7]. Weekday journey purpose (2012/13) [7]% All White BAME Black Asian Mixed OtherBase – all trips by LondonersShopping/personal business

26 27 25 27 23 20 32

Usual workplace 19 20 18 15 23 13 14Leisure 23 25 19 20 16 28 18Education 18 14 25 26 24 25 26Other work related

8 8 7 7 6 8 7

Other 7 7 7 6 7 7 4*Note that LTDS data excludes children aged under five.




Asian Londoners are the most likely of all ethnic groups to be making weekday journeys to their usual workplace (23 per cent) and least likely to be making journeys for leisure (16 per cent) [7].




Ticket typesOyster pay as you go (PAYG) is the most common ticket type used by Londoners on all types of public transport regardless of ethnic group. Oyster PAYG is used by a higher proportion of BAME Londoners than white Londoners especially on the bus, Tube and train. Seventy-three per cent of BAME Londoners use Oyster PAYG for the bus compared to 61 per cent of white Londoners, and 75 per cent of BAME Londoners use Oyster PAYG for Tube travel compared to 63 per cent of white Londoners [24].Only a small proportion of Londoners use cash and single/return tickets on the bus (paying by cash on buses has now been phased out), DLR and the Tube, with higher proportions of Londoners using this ticket payment/type on the train. The use of cash and single/return tickets does vary somewhat between ethnic groups [24].Tickets and passes used on public transport (October 2013) [24]% All White BAMEBusBase (all who use the bus) (878) (658) (197)Oyster PAYG- 65 61 73Freedom Pass (OAP/blind/disabled) 24 30 10Cash/single/return 1 1 2Any Travelcard 10 9 14Any Bus Pass 1 1 5Other 2 2 2TubeBase (all who use the Underground)

(857) (638) (194)

Oyster PAYG 67 63 75Freedom Pass (OAP/blind/disabled) 21 26 9Cash/single/return 2 1 4Any Travelcard 14 12 19Other 1 1 1DLRBase (all who use the DLR) (406) (312) (84)Oyster PAYG 59 58 61Freedom Pass (OAP/blind/disabled) 20 26 8Cash/single/return 5 3 10Any Travelcard 12 8 17Other - - -Train Base (all who use the train) (762) (581) (164)Oyster PAYG 59 56 66Freedom Pass (OAP/blind/disabled) 21 26 8Cash/single/return 10 9 12




Any Travelcard 16 14 23Other 2 2 2Travel cardsDifferences can be seen when looking at the proportion of BAME and white Londoners holding Freedom Passes; 18 per cent of white Londoners compared with nine per cent of BAME Londoners. These differences are largely linked to the different age profile of BAME and white Londoners. The proportion of BAME and white Londoners aged 65 and over who hold a Freedom Pass is much more similar; 89 per cent of BAME Londoners aged 65 or over hold a Freedom Pass compared with 91 per cent of white Londoners [7].Freedom Passes held (2012/13) [7]% All White BAME Black Asian Mixed OtherBase (15,96

5)(10,200

)(5,716

)(2,055

)(2,849

)(455) (357)

Older person’s Freedom pass 15 18 9 9 10 3 8Disabled person’s Freedom pass

2 2 2 2 2 3 1


A slightly higher proportion of BAME Londoners hold an Oyster card than white Londoners. This trend appears to cross all age groups; even among BAME Londoners aged 65 or over Oyster card ownership is nine per cent compared with seven per cent among white Londoners in this age group (although this difference is not statistically significant) [7].Possession of an Oyster card (2012/13) [7]% All White BAME Black Asian Mixed OtherBase (15,965) (10,200

)(5,716

)(2,055

)(2,849

)(455) (357)

Have an Oyster card

60 58 63 62 64 59 63

Do not have an Oyster card

40 42 37 38 36 41 37

*Note that LTDS data excludes children aged under five. Note that Oyster card ownership excludes Freedom Passes, Oyster photocards and Zip cards.




BarriersBarriers to greater public transport useSeveral research programmes have been conducted by TfL investigating the barriers faced by Londoners when using public transport; findings from each of these studies are in general agreement. However, it is worth noting that the issue of barriers is complex and the specific questions posed of Londoners may impact on the response provided. The impact of specific barriers may also be much more significant for some Londoners than others.BAME Londoners cite a greater number of barriers to increased public transport use than white Londoners. The barriers to greater public transport use most commonly mentioned by BAME Londoners are overcrowded services (65 per cent BAME vs. 53 per cent white), cost of tickets (62 per cent BAME vs. 42 per cent white), slow journey times (51 per cent BAME vs. 33 per cent white), and unreliable services (47 per cent BAME vs. 31 per cent white) [9].For all potential barriers put to Londoners (including concerns about antisocial behaviour, fear of crime and a lack of information on how to use public transport), a greater proportion of BAME Londoners than white Londoners cite them as potentially stopping them from using public transport more often. The difference between white and BAME Londoners is particularly marked for concerns about knife crime and dirty environments on the bus or train [9].Barriers to using public transport more often (prompted) (2013) [9]% All White BAMEBase (4,122

)(3,17

7)(862)

Overcrowded services 56 53 65Cost of tickets 48 42 62Slow journey times 38 33 51Unreliable services 36 31 47Concern about antisocial behaviour 35 32 42Dirty environment on the bus/train 26 20 39Fear of crime getting to the bus/train 27 23 36Fear about knife crime 24 19 33Fear of crime on the bus/train 25 21 32Dirty environment getting to the bus/train 17 12 28Fear of terrorist attacks 12 9 19




Risk of accidents 9 6 15Lack of information on how to use public transport 10 8 14Graffiti 9 8 12Don’t understand how to buy bus tickets 4 4 6None of these 17 20 9Responses shown if exceed one per cent for all Londoners.





episodes Anxious – reports general worry, but no specific recent episodes Worried – reports general worry, and specific recent episodes Don’t knowThe majority of Londoners fall into the ‘unworried’ category which means that they are generally unworried about their personal security in London and have experienced no incidents to make them feel worried in the last three months. A significantly lower proportion of BAME Londoners are considered ‘unworried’ than white Londoners (65 per cent of BAME Londoners are ‘unworried’ compared with 78 per cent of white Londoners) [9].Typology of worry (2013) [9]% White BAME

Base (3,177) (862)Unworried 78 65Unexpressed 10 15Anxious 5 10Worried 5 9Don’t know 1 2




BAME Londoners are also considerably less likely than white Londoners to say that they are ‘not at all worried’ about personal security while using public transport in London (32 per cent BAME vs. 42 per cent white); and are more likely to report that they are ‘very worried’ (seven per cent BAME vs. two per cent white) [9].

Levels of concern about personal security when using public transport in London (2013) [9]% White BAME

Base (3,177) (862)Not at all worried 42 32A little bit worried 46 49Quite a bit worried 9 12Very worried 2 7Don’t know - 1

Among Londoners who are worried about their personal security when using public transport in London, BAME Londoners are more likely than white Londoners to say that this worry reduces their quality of life ‘very much’ (13 per cent BAME Londoners experience this worry vs. six per cent white Londoners) [9].Extent to which worry about personal security when using public transport reduces quality of life (2013) [9]% White BAME

Base (all worried about personal safety)

(352) (157)

Not at all 21 10A little 32 32Moderately 22 25Quite a bit 18 19Very much 6 13Net: Quite a bit/very much 24 32

A higher proportion of BAME Londoners than white Londoners take precautions against crime when using public transport (46 per cent BAME vs. 39 per cent white). The most common precaution for both BAME and white Londoners is to sit by other people. For BAME Londoners the next most common precaution is to travel with someone else, while for white Londoners the second most common precaution is to look after your belongings [9].




Precautions taken (2013) [9]% All White BAMEBase (all who take precautions) (1,679) (1,256) (385)Sat near to other people 47 47 46Travelled with someone else 31 30 32Look after my belongings 30 34 22Travel at a different time of day 23 20 28Used a different route 21 19 23Avoided using that transport type

16 15 19

Stay aware/vigilant 12 11 12Only take necessities with me 5 6 4Carry a personal alarm 4 4 3

In terms of actual experiences, the proportion of BAME Londoners who have felt worried about their personal security when using public transport in London in the past three months is higher than white Londoners (24 per cent BAME vs. 15 per cent white). There is little difference as to whether the last worrying episode was during the day or at night between BAME and white Londoners; 37 per cent of the most recent worrying episodes mentioned by BAME Londoners occurred during the day compared with 42 per cent of episodes mentioned by white Londoners (this difference is not statistically significant) [9].Those that have felt worried about their personal security when using public transport in the last three months were asked on which type of transport they experienced this event. There is little difference in the proportion of worrying events by transport type between BAME and white Londoners. The most likely type of transport on which the event occurred was bus (53 per cent of BAME Londoners who have felt worried in the last three months were on the bus) [9].Crime and antisocial behaviour concerns affect the frequency of travel on the Tube, bus and National Rail ‘a little’ or ‘a lot’ for slightly more than half of Londoners (56 per cent). BAME Londoners are affected to a greater extent than white Londoners; 71 per cent of BAME Londoners report that the frequency with which they use public transport is affected ‘a lot’ or ‘a little’ because of concerns over crime or antisocial behaviour compared to 50 per cent of white Londoners [9].A higher proportion of BAME Londoners are affected in terms of their public transport travel frequency because of these concerns across all three forms of transport (Tube, bus, National Rail) and both in the day and night-time [9].




Proportion of Londoners for whom concerns over crime/antisocial behaviour affect the frequency of their public transport use ‘a lot/a little’ (2013) [9]% All White BAMEBase (4,122) (3,177) (862)Overall: During the day/after darkUnderground/buses/National Rail

56 50 71

During the day:Underground/buses/National Rail 25 19 39Underground 17 13 27Buses 20 15 32National Rail 12 9 17

After dark:Underground/buses/National Rail 53 47 66Underground 41 35 55Buses 46 41 60National Rail 32 28 41

Road traffic injuriesBAME Londoners are less likely than white Londoners to say that they feel safe from road accidents when walking around London either during the day or at night. Thirty-five per cent of white Londoners compared to 24 per cent of BAME Londoners consider themselves very safe from road accidents when walking around London during the day, and 21 per cent of white Londoners compared to 12 per cent of BAME Londoners consider themselves very safe from road accidents when walking around London at night [13].Feelings of safety from road accidents when walking around London

(2014) [13]% All White BAMEBase (1,000) (774) (189)During the day:Very safe 30 35 24Quite safe 54 52 58Not very safe 11 10 14Not at all safe 1 1 2

During the night:Very safe 18 21 12Quite safe 42 46 36




Not very safe 23 19 31Not at all safe 8 6 13




Differences exist between ethnic groups in terms of injury rates from road traffic accidents (this refers to injuries sustained by any road users so includes pedestrians, cyclists and car occupants). For both children and adults, road traffic injury rates are higher among black Londoners compared to white and Asian Londoners. Black adults are 1.36 times more likely to be injured on the roads than white adults and 1.32 times more likely to be injured than Asian adults. A similar pattern is seen for children [25].Average annual injury rates per 100,000 for all transportation types

(2007–2011) [12]Average rate/100,000 people

White BAME

Adults 237 460Children 84 154

There is some uncertainty as to why these differences in injury rates exist. Some of the variation is thought to be explained by the association between injury rates and deprivation. However, this explanation is not thought to account for all of the variation seen especially among black Londoners where the relationship between injury rates and deprivation is not clear [25].Child pedestrian injuriesBAME children, especially children from black backgrounds, are more likely than white children to be injured or killed in road accidents in London [16]. Black boys in particular have higher pedestrian injury rates than black girls [25].Average annual pedestrian injury rates in London per 100,000 people

(1996–2006) [25]Average rate/100,000 people

Gender White BAME

Age group0-4 Boys 45 95

Girls 29 525-9 Boys 125 235

Girls 72 13510-14 Boys 254 313

Girls 179 25515-24 Boys/Men 144 164

Girls/Women 122 148

The factors contributing to higher injury rates among BAME children are not yet proven. However, there is some suggestion that the poor maintenance of local areas can play a role. Issues




such as broken traffic lights, poor street lighting and uneven roads and pavements often contribute to higher injury rates [26].




Customer satisfactionOverall satisfactionOverall satisfaction with various transport types in London is measured on an 11-point scale, with 10 representing extremely satisfied and zero representing extremely dissatisfied (this is then scaled up to 100). TfL has standardised satisfaction ratings which are shown in the table below. This allows TfL to apply consistent analysis across a wide range of satisfaction research. Average rating Level of satisfactionUnder 50 Very low/weak/poor50-54 Low/weak/poor55-64 Fairly/relatively/quite

low/weak/poor65-69 Fair/reasonable70-79 Fairly/relatively/quite good80-84 Good or fairly high85-90 Very good or high90+ Excellent or very high

All the transport types receive fairly good/high overall satisfaction mean ratings, and this is true across all ethnic groups. While still good, BAME Londoners give lower overall satisfaction ratings compared to white Londoners. In general older Londoners tend to be more satisfied with public transport and there is a greater proportion of older white Londoners than older BAME Londoners. This may explain some of the differential in ratings, however, for the transport types where sufficient data exists, younger BAME respondents still provide lower satisfaction ratings than younger white respondents indicating there is more to the differences than just age.In particular, BAME Londoners rate private hire vehicles (minicabs), DaR and London Overground lower than white Londoners [10].




Overall satisfaction with transport types – all customers (2013/14) [10]Satisfaction score (0-100)

All White BAME Black Asian Mixed

Bus servicesBase (14,990

)(9,780) (5,031) (2,235) (1,946) (850)

Satisfaction score

83 84 81 81 81 81

Bus stationsBase (3,699) (1,791) (1,267) (546) (509) (212)Satisfaction score

77 79 76 76 75 77

Night busesBase (835) (436) (382) (191) (142) (49*)Satisfaction score

81 82 81 81 80 -

UndergroundBase (17,684

)(13,208) (4,386) (1,044) (2,137) (1,205)

Satisfaction score

83 83 81 79 81 81

OvergroundBase (5,580) (3,703) (1,556) (554) (722) (280)Satisfaction score

82 83 79 77 80 79

DLRBase (13,284

)(7,944) (4,751) (1,676) (2,056) (1,019)

Satisfaction score

87 88 85 85 86 85

Dial-a-RideBase (2,163) (1,665) (436) (195) (204) (37*)Satisfaction score

92 93 88 89 87 -

London River ServicesBase (1,600) (1,385) (161) (27*) (64) (70)Satisfaction score

89 89 88 - 87 89

PHVBase (423) (303) (115) (34)* (43)* (38)*Satisfaction score

82 83 78 - - -

TaxisBase (582) (468) (100) (15*) (52) (33*)Satisfaction score

83 84 81 - 81 -

TramsBase (4,474

)(3,062) (1,211) (622) (389) (200)

Satisfaction score

89 90 88 88 89 89

Victoria Coach




StationBase (1,239

)(933) (303) (109) (117) (77)

Satisfaction score

79 80 76 79 76 74

Woolwich FerryBase (1,555

)(958) (489) (316) (135) (38)*

Satisfaction score

80 82 76 76 73 -

* Denotes small base size (data not shown in this report for base sizes of less than 50).




BusOverall, Londoners’ satisfaction with buses is fairly high at 83 out of 100, although BAME bus users are slightly less satisfied with the service overall compared to white Londoners (81 out of 100 BAME vs. 84 out of 100 white). Satisfaction with buses has seen a steady increase over time among both BAME and white Londoners [10]. Overall satisfaction with buses over time [10]

2002

/03

2003

/04

2004

/05

2005

/06

2006

/07

2007

/08

2008

/09

2009

/10

2010

/11

2011

/12

2012

/13

2013

/140

10

20

30

40

50

60

70

80

90

100

78 79 80 80 79 81 82 81 81 82 84 84

74 74 75 76 76 78 78 78 78 79 80 81

White customers BAME customers

Satisfaction with value for money on buses as with other types of transport is lower than overall satisfaction. BAME customers rate value for money lower than white customers (67 out of 100 BAME vs. 73 out of 100 white). Looking at the trend over time, satisfaction with value for money does fluctuate, but the long-term trend is relatively flat [10].




Value for money satisfaction with buses over time [10]

2002

/03

2003

/04

2004

/05

2005

/06

2006

/07

2007

/08

2008

/09

2009

/10

2010

/11

2011

/12

2012

/13

2013

/140

10

20

30

40

50

60

70

80

90

100

79 7873 73 72 74 75 75

70 69 70 7376 74 71 69 69

73 72 71 6864 64 67


Drivers of satisfactionThe main drivers of satisfaction with buses are similar for both BAME and white customers and tend to relate to journey times and how long customers wait for a bus. Satisfaction ratings given by BAME customers are more likely to be driven by the smoothness of the ride and freedom from jolting than among white customers [10]. Drivers of satisfaction for bus users [10]White customers BAME customersJourney time Journey timeTime waited to catch bus Time waited to catch busSafety and security Comfort inside the busComfort inside the bus Smoothness of ride/freedom from

joltingEase of boarding/alighting Ease of boarding/alighting

TubeOverall satisfaction with the Tube is fairly high among all customers (83 out of 100). BAME Tube users are slightly less satisfied than white customers (81 out of 100 BAME vs. 83 out of 100 white) [10].When looking at the long-term trend of overall satisfaction with the Tube it has increased for both BAME and white customers in recent years, but is still slightly lower overall for BAME customers than for white customers [10].




Overall satisfaction with the Tube over time [10]

2002

/03

2003

/04

2004

/05

2005

/06

2006

/07

2007

/08

2008

/09

2009

/10

2010

/11

2011

/12

2012

/13

2013

/140

10

20

30

40

50

60

70

80

90

100

75 77 78 79 78 78 80 81 80 81 84 83

71 72 74 76 73 75 77 77 77 78 81 81


Satisfaction with value for money on the Tube is fair/reasonable among customers overall (67 out of 100). Levels of satisfaction with value for money on the Tube are lower for BAME customers than white customers (64 out of 100 BAME vs. 68 out of 100 white) [10].Value for money satisfaction with the Tube over time [10]

2002

/03

2003

/04

2004

/05

2005

/06

2006

/07

2007

/08

2008

/09

2009

/10

2010

/11

2011

/12

2012

/13

2013

/140

10

20

30

40

50

60

70

80

90

100

63 64 63 62 62 63 66 68 66 64 67 68

61 62 61 62 60 62 64 66 6358

63 64





Drivers of satisfactionThe top driver of satisfaction with the Tube is perception of journey times, ease of making journeys and comfort on the journey, these top three reasons are the same for BAME and white Londoners [10].Drivers of satisfaction for Tube users [10]White customers BAME customersEase of making journey Length of journey timeComfort of journey Ease of making journeyLength of journey time Comfort of journeyLength of time waiting for train Length of time waiting for trainTrain crowding Smoothness of journey

OvergroundOverall satisfaction among all customers using the Overground is fairly high at 82 out of 100. Among BAME customers of the Overground, overall satisfaction is slightly lower at 79 out of 100. As with other types of transport, satisfaction ratings given by BAME customers are slightly lower than those provided by white customers (79 out of 100 BAME vs. 83 out of 100 white) [10]. Overall satisfaction with value for money on the Overground is 70 out of 100. Mirroring the trend seen for other transport types, satisfaction with value for money is slightly lower among BAME Londoners than white Londoners (68 out of 100 BAME vs. 72 out of 100 white) [10].Drivers of satisfactionInformation is particularly important in relation to satisfaction ratings for the Overground, particularly information about service disruptions for BAME customers.Drivers of satisfaction for Overground users [10]White customers BAME customersEase of making journey Information about service disruption

given at the stationInformation about service disruptions on the train Comfort on the train

Current train running on time Information about service disruptions on the train

Comfort on the train Condition and state of repair of the train

Condition and state of repair of the train Train running on time




DLROverall satisfaction with the DLR is high among customers at 87 out of 100 [6]. This is fairly high among BAME users and is in line with white DLR customer ratings (85 out of 100 BAME vs. 88 out of 100 white) [10].Overall satisfaction with value for money on the DLR is quite good (75 out of 100), but it is slightly lower for BAME Londoners than white Londoners (73 out of 100 BAME vs. 76 out of 100 white) [10].Drivers of satisfactionAmong both BAME and white DLR customers the drivers of satisfaction are very similar. BAME customer satisfaction is slightly more related to the length of time the journey took and satisfaction with personal safety than white customers [10].Drivers of satisfaction for DLR users [10]White customers BAME customersEase of making journey Length of time journey tookReliability of trains Reliability of trainsLength of time journey took Ease of making journeyLength of time waited for the train Length of time waited for the trainComfort inside the train Personal safety

StreetsThere is little difference in the satisfaction ratings given by BAME and white Londoners in terms of the use of London’s streets. Overall satisfaction with streets and pavements is highest for people making a journey on foot [27]. Overall satisfaction with streets and pavement after last journey (2014)

[27]% All White BAMEWalking journeyBase (973) (746) (190)Net: Very/fairly satisfied

68 67 72

Car journeyBase (857) (650) (176)Net: Very/fairly satisfied

61 59 64

Please note that satisfaction for streets is calculated as a combination of ‘very satisfied’ and ‘fairly satisfied’ rather than the 11-point scale used for other customer satisfaction survey (CSS) results.




BAME Londoners have consistently higher levels of satisfaction with the streets and pavements on their last journeys on foot and in a car. In particular, 72 per cent of BAME Londoners report being satisfied with the pavements and streets on their last walking journey, compared to 67 per cent of white Londoners [27].




Transport for London Road NetworkSatisfaction with the Transport for London Road Network (TLRN) is reasonable to fairly good. BAME users of the TLRN give a score of 70 out of 100 for walking, 72 out of 100 for travelling by bus on red routes and 66 out of 100 for driving. There are very few differences by ethnicity.Overall satisfaction – general impression of red routes (2012/13) [10]% All White BAMEWalkingBase (1,045) (836) (209)CSS out of 100 70 70 70

Travelling by busBase (533) (407) (126)CSS out of 100 70 69 72

DrivingBase (934) (813) (121)CSS out of 100 67 67 66




Access to informationInformation needsFor some BAME Londoners language can be a significant barrier to public transport use, especially among people who were not born in the UK. While this is less of an issue for familiar journeys, it can limit the extent to which people make unfamiliar journeys [28].Access to the internetNote: Data on use of the internet and mobile devices is presented for each equality area. Analysis of BAME Londoners’ use of the internet is undertaken using a combined dataset – for some equality areas analysis is undertaken using the most up-to-date quarter (April 2014), however, due to sample size limitations, to look at the impact of age among BAME Londoners internet use a combined dataset is required.

A higher proportion of BAME Londoners have access to the internet than white Londoners (94 per cent BAME vs. 88 per cent white). This is almost entirely due to the older age profile of white Londoners as the proportion of BAME and white Londoners aged between 16 and 64 who access the internet are the same (96 per cent) [36]. When looking just at BAME and white Londoners aged between 16 and 64 internet use is very similar. Both BAME and white 16- to 64-year-old Londoners tend to access the internet in similar places with the exception of access at work: Ninety-four per cent of both BAME and white Londoners aged between

16 and 64 access the internet at home Sixty-six per cent of BAME 16- to 64-year-olds access the internet ‘on

the move’ compared with 63 per cent of white Londoners of this age Fifty-four per cent of BAME 16- to 64-year-olds access the internet at

work, which is lower than the proportion of white Londoners in this age group accessing the internet at work (64 per cent) [36]




Access to the internet among ethnic groups (Jan 2012–Oct 2013) [36]% All White BAME White

16-64BAME16-64

White65+

BAME65+

Base (4,029) (2,999) (935) (2,032)

(832) (967) (103)

Any access 90 88 94 96 96 59 51Access at home

88 87 91 94 94 57 48

Access ‘on the move’

56 53 63 63 66 12 13

Access at work 53 53 52 64 54 7 8

Across all ethnic groups in London there is a wide range of different uses for the internet. While most uses of the internet are common across ethnic groups, there are several differences in the proportion of Londoners in each ethnic group undertaking specific tasks. Differences relating to travel activities are: Accessing live travel information (72 per cent BAME vs. 78 per cent

white) Making day-to-day travel plans (60 per cent BAME vs. 69 per cent

white) Purchasing train tickets (nine per cent BAME vs. 13 per cent white)Mobile device usage and online behaviourBAME Londoners are more likely than white Londoners to use smartphones (80 per cent BAME vs. 63 per cent white). This pattern is evident even when accounting for the younger average age of BAME Londoners compared to white Londoners [36].Proportion of Londoners who use a smartphone (iPhone, BlackBerry, other) (Jan 2012–Oct 2013) [36]% Base Smartphone ownershipAll Londoners (4,029) 67

White Londoners (2,999) 63BAME Londoners (935) 80

16-24-year-old white Londoners

(164) 83

16-24-year-old BAME Londoners

(182) 93

16-64-year-old white Londoners

(2,032) 75

16-64-year-old BAME Londoners

(832) 83




65+-year-old white Londoners

(967) 16

65+-year-old BAME Londoner

(103) 18




There are a number of differences among BAME and white Londoners in terms of the social media channels they use: A greater proportion of white than BAME Londoners use Facebook (79

per cent BAME social media users vs. 85 per cent white) A higher proportion of BAME than white Londoners use YouTube (44

per cent BAME social media users vs. 33 per cent white) A larger proportion of BAME than white Londoners use Instagram (15

per cent BAME social media users vs. nine per cent white)Other social media use is comparable between BAME and white Londoners [36].Use of the TfL websiteThe proportion of both BAME and white Londoners who have used the TfL website is roughly the same (77 per cent BAME vs. 76 per cent white). When looking just at 16- to 64-year-olds, however, less BAME Londoners access the TfL website than white Londoners (80 per cent BAME vs. 84 per cent white) [36].Proportion of Londoners who visit www.tfl.gov.uk (Jan 2012–Oct 2013) [36]% All White BAMEBase (4,029) (2,999) (935)Any 76 76 77Daily 9 7 14Up to 3-4 times a week 21 20 22Up to 3-4 times a month 20 21 16About once a month 14 15 13Less than once a month 12 12 13Never 23 23 21

Accessing information in the event of travel disruptionIn line with higher levels of smartphone ownership among BAME Londoners, the proportion stating that they obtain information about disruptions or delays when travelling from the TfL website is higher than among white Londoners (52 per cent BAME vs. 41 per cent white). Other channels are used relatively evenly by both BAME and white Londoners [29].



Women

Summary: WomenKey findings According to the 2011 Census, 51 per cent of Londoners are women [2] Women tend to complete more weekday trips than men (2.75 for

women vs. 2.61 for men), though these trips are often shorter and have consecutive purposes (known as trip-chaining) [7]

Walking is the most commonly used type of transport by women (96 per cent walk at least once week). Women are more likely to use buses than men (64 per cent women vs. 58 per cent men), but are less likely to use other types of transport including the Tube (35 per cent women vs. 41 per cent men) [7]

Women are more likely than men to be travelling with buggies and/or shopping, and this can affect transport choices [30]

Satisfaction with transport among women and men varies depending on the type of transport and is mainly driven by the ease of making the journey [10]

Women that experience episodes of worry when using public transport in London do so during the day and night, whereas men that experience worry are more likely to experience this while travelling at night [9]

Access to the TfL website is equally high among women and men with internet access (77 per cent and 76 per cent) [29]

TfL recognises there may be barriers to transport faced by some transgender women and men, however, data is currently not available to provide a more detailed analysis

Transport for London – Women 66


Women

Profile of women in LondonIn line with the rest of England and the UK, 51 per cent of Londoners are women. There is little variation across the London boroughs in terms of the split between women and men, only the City of London, Newham and Tower Hamlets see any sizeable difference from the average across the Capital (45 per cent of City of London residents and 48 per cent of Newham and Tower Hamlets residents are women) [2].The key demographic differences between women and men are employment status and household income. Thirty-nine per cent of women are not working or are retired at present, with a further 13 per cent employed part-time (compared to 25 per cent and six per cent of men respectively) [7]. Women are also more likely to be the primary carer of children at home. Both of these factors appear to influence the travel behaviour and attitudes of women in London.Transport behaviourWomen make a greater number of journeys per weekday than men. Trips made by women tend to be shorter and completed using different types of transport than journeys made by men [7].

Women are more likely than men to use the bus at least once a week (64 per cent of women do so, compared to 58 per cent of men) and are less likely to travel by Tube at least once a week (35 per cent women vs. 41 per cent men) [7]. Women are also less likely to ever cycle in London (13 per cent women vs. 26 per cent men) [11]

Women are less likely to drive at least once a week (34 per cent of women do so, compared to 44 per cent of men), however, they are more likely to be a car passenger (54 per cent compared to 40 per cent of men) [7]

Women are less likely to be employed full or part-time, this is reflected in the smaller proportion of women’s journeys that are made for work purposes than men (22 per cent women vs. 33 per cent men). A higher proportion of journeys made by women are for shopping/personal business (29 per cent women vs. 23 per cent men) [7]

Women are equally likely as men to use Oyster PAYG to travel around London (61 per cent compared to 59 per cent of men) [24]



Women

BarriersCustomers can experience barriers to greater public transport use and often the reasons given are similar for women and men. The most commonly mentioned barriers for both women and men are overcrowded services and cost of tickets. There are some differences, however, particularly around fear of crime where women are more likely to experience barriers [9].Personal safety is a concern for some women; while 81 per cent of men are considered to be ‘unworried’ according to a typology of worry on public transport used by TfL, only 68 per cent of women are considered ‘unworried’. Likewise nine per cent of women are considered ‘worried’ compared with four per cent of men [9]. Women are more likely than men to take precautions against crime

when using public transport (45 per cent women vs. 37 per cent men) [9]

The most common precautions taken by women include sitting next to other people (54 per cent of women taking precautions do this) and travelling with someone else (40 per cent) [9]

Women that experience episodes of worry when using public transport in London do so during the day and night, whereas men that experience worry are more likely to experience this while travelling at night [9]

Concerns around crime and antisocial behaviour also impact on women’s frequency of public transport use, 67 per cent report their travel frequency to be impacted ‘a lot’ or ‘a little’ because of these concerns [9]

Women (of all ages) are less likely to use unbooked minicabs with 15 per cent claiming they are likely to do so in future compared to 32 per cent of men [43]

Among Londoners who are willing to answer the question, 14 per cent of women report experiencing some form of unwelcome sexual behaviour while travelling in London in the previous year (the equivalent figure for men is two per cent) [9]



Women

Customer satisfactionWomen are generally satisfied with public transport in London and report very similar satisfaction levels to men [10]. Among women using the bus, overall satisfaction is fairly high (83 out

of 100) and is linked to how long journeys take, comfort factors and feelings of safety and security

Tube overall satisfaction is also fairly high at 83 out of 100. This is linked to the ease of making journeys, comfort and journey time issues

Overall satisfaction with both the Tube and bus has increased significantly from 2002/03 to 2013/14. Satisfaction among women users of the bus has increased from 76 to 83 out of 100 and for the Tube from 75 to 83 [10]

Access to information Use of the TfL website is high among women and men (77 per cent and

76 per cent) [29] For both women and men the main reason for using the TfL website is

to use Journey Planner; however, women are significantly more likely to use it than men (71 per cent women vs. 62 per cent men). Women are less likely to make use of live travel updates (27 per cent women vs. 34 per cent men) [31].



Women

IntroductionIn line with the demographic profile of the UK in general, women make up 51 per cent of the London population [2]. On the whole, women and men have similar experiences and requirements from the transport network; however, there are some key differences particularly relating to age, employment status and safety and security issues.TfL’s Single Equality Scheme addresses many of the issues identified in the research presented in this document, for example, the ‘Safer Travel at Night’ scheme which aims to increase awareness of the risks posed by using unbooked minicabs [32]. This chapter focuses on the transport issues relevant to women in London. It should be noted that the differences highlighted between women and men in this chapter may well be influenced by a number of factors other than gender, with age, income, working status and education all affecting perceptions towards travel in London and travel behaviour.



Women

Profile of women in LondonFifty-one per cent of Londoners are women, the same split as across England as a whole [2].Gender profile of Londoners 2011 Census [2]% Proportion of LondonersMen 49Women 51

London has a much younger age profile than England as a whole with 52 per cent of the London population aged under 34, compared to 44 per cent across England. This younger age profile is seen for women and men [2].Age profile of women and men in London and England (2011) [2]

% of total London/England/population

Age groups All Men WomenLondon0-34 52 26 2635-54 28 14 1455+ 20 9 11

England 0-34 44 22 2235-54 28 14 1455+ 28 13 15Base size not shown as data are based on ONS Census data.



Women

Women and men make up a roughly equal proportion of each age group until around 80 years of age. Londoners over 80 are much more likely to be women than men (see population pyramid) [2].

600000 400000 200000 0 200000 400000 600000

MenWomen

Reflecting the fact that more older Londoners are women than men, women are marginally more likely than men to be disabled (11 per cent of London’s women are disabled, compared with nine per cent for London’s men and 55 per cent of disabled Londoners are women). Similarly, women are more likely than men to be retired (17 per cent of women are retired compared with 14 per cent of men and 57 per cent of retired Londoners are women) [7]. Within this document there are two main sources of demographic data, the Office for National Statistics Census and the London Travel Demand Survey. The following table shows the demographic breakdown of Londoners recorded in the LTDS.



0-45-9

10-1415-1920-2425-2930-3435-3940-4445-4950-5455-5960-6465-6970-7475-7980+2014

Women

LTDS demographic profile of women and men in London (2012/13) [7]% Men Women Proportion of

category that are women

Base (7,589) (8,376) (varies)Age5-10 8 8 5011-15 7 6 4816-24 14 14 5025-59 55 55 5160-64 4 5 5365-70 5 5 5171-80 4 5 5781+ 2 3 58

EthnicityWhite 64 61 50BAME 36 39 52

Household incomeLess than £9,999 15 21 58£10,000–£19,999 18 20 54£20,000–£34,999 20 19 50£35,000–£49,999 14 13 49£50,000–£74,999 16 13 46£75,000+ 16 14 46

Working status*Working full-time 58 37 40Working part-time 6 13 68Student 10 11 52Retired 14 17 57Not working 11 22 67

DisabledYes 9 11 55No 91 89 50

Impairment affects travelYes 8 10 56No 92 90 50*Note that LTDS data excludes children aged under five and working status does not include under 16s.



Women

In the LTDS table above ‘disabled’ is defined as having a physical or mental impairment that has a ‘substantial’ and ‘long-term’ negative effect on the person’s ability to do normal daily activities (defined under the Equality Act 2010). ‘Impairment affects travel’ indicates the proportion that has a physical or mental impairment affecting their ability to travel.The proportion of Londoners who are white and who are BAME is very similar for women and men. However, looking at specific ethnic groups in London, there are some differences by gender, for example, 51 per cent of white Londoners are women compared to 43 per cent of Arab Londoners [2].Proportion of women living in London by detailed ethnic group [2]Ethnic group % WomenAll 51White: Total 51English/Welsh/Scottish/Northern Irish/British 50Irish 52Gypsy or Irish Traveller 52Other white 52Mixed/multiple ethnic group: Total 51White and black Caribbean 52White and black African 51White and Asian 49Other mixed 52Asian/Asian British: Total 50Indian 49Pakistani 47Bangladeshi 49Chinese 54Other Asian 51Black/African/Caribbean/black British: Total

53

African 53Caribbean 56Other black 50Other ethnic group: Total 47Arab 43Any other ethnic group 49



Women

Employment and incomeDifferences exist between women and men in terms of employment and household income. Higher proportions of women say they are currently not employed (22 per cent women vs. 11 per cent men) and 67 per cent of Londoners aged 16 or over and not employed are women. More women than men are employed part-time (13 per cent women vs. six per cent of men) and 68 per cent of Londoners working part-time are women [7].Women are more likely than men to have a low household income. Forty-one per cent of women have an income of less than £20,000 per year compared to 33 per cent of men. This may be linked to the higher proportion of women being in part-time employment, retired or not working [7].Women get paid less than men on average, the median salary in 2013 for a women in London was £25,411 compared with £35,894 for men; this is in part due to the increased number of part-time positions occupied by women; women occupy 71 per cent of part-time positions in the Capital. However, even when looking solely at full-time salaries there is still a discrepancy in the average annual pay for women and men; the median full-time annual pay for a women in London is £31,100 compared to £38,606 for a man [33].The employment rate of women is affected by child dependency. Employment rates (noted in 2010) decline steadily from 78 per cent of women with no dependent children to 22 per cent of women with four or more dependent children [34]. These family commitments also change the way women use public transport, affecting their travel patterns and behaviour.London boroughsFew differences are observed in the split of women and men across London’s boroughs. The City of London has the lowest proportion of women; within the City only 45 per cent of residents are women. Newham and Tower Hamlets also have a lower than average proportion of women, both have 48 per cent. All other boroughs lie within two percentage points of the London average [2].



Women

Travel behaviourOn average, women in London take a greater number of trips on a weekday than men (2.75 women vs. 2.61 men) [7]. This is commonly thought to be related to the pattern of journeys, including more ‘trip-chaining’ short distance journeys for shopping/childcare etc., and fewer long journeys.The difference in the number of trips made by women and men changes with age, women aged 65 and older take less trips than men of the same age [7]. Average number of weekday trips (2012/13) [7]Age groups Men Women Differenc

eAll 2.61 2.75 0.14Under 16s 2.31 2.35 0.0416-24 2.28 2.51 0.2425-64 2.80 3.07 0.2765+ 2.46 1.99 0.47Base: Men all 5,367; under 16, 836; 16-24, 680; 25-64, 3,033; 65+, 818; Women all 6,021; under 16, 845; 16-24, 721; 25-64, 3,435; 16-64, 4,156; 65+, 1,020.*Note that LTDS data excludes children aged under five.

Transport types usedFor women, the three most common transport types used at least once a week are walking (96 per cent), bus (64 per cent) and car as a passenger (54 per cent). The most common transport types used at least once a week by men are also walking (96 per cent) and bus (58 per cent), however, the third most commonly used type of transport for men is the car as a driver (44 per cent) rather than passenger (40 per cent) [7].There are some marked differences in the types of transport women and men living in London use at least once a week. Women are more likely than men to travel by bus at least once a week (64 per cent women vs. 58 per cent men), a pattern seen across age groups. Eighty-one per cent of women aged 16-24 use the bus at least once a

week compared to 74 per cent of men Although the proportion of women and men aged 65 and over that use

the bus at least once a week is relatively similar (65 per cent women vs. 63 per cent men), the higher number of women in this age group increases the proportion of bus users that are women aged 65 or over [7]

Women living in London are less likely than men to use the Tube at least once a week (35 per cent women vs. 41 per cent men). This is mainly driven by the reduced use of the Tube by older women;



Women

women aged 65 and over are considerably less likely to use the Tube at least once a week than men of the same age group (19 per cent women vs. 27 per cent men) [7].



Women

Women aged 16 or over living in London are less likely than men to have a driving licence (55 per cent women aged 16 or over vs. 70 per cent men aged 16 or over), or have access to a car (64 per cent all women vs. 68 per cent all men). These factors are likely related to the observed frequency of car use as a driver. Women are more likely to travel by car at least once a week as a passenger than men (54 per cent women vs. 40 per cent men), and in turn less likely to travel by car as a driver at least once a week than men (34 per cent women vs. 44 per cent men) [7].Women are as likely as men to walk (both 96 per cent), use the Overground (seven per cent women vs. nine per cent men), the DLR (four per cent women vs. five per cent men), black cabs (three per cent women vs. five per cent men), minicabs (seven per cent women vs. six per cent men) and the tram (both two per cent) [7].Proportion of Londoners using types of transport at least once a week

(2012/13) [7]% Men Wome

n16-24 25-64 65+

M W M W M WWalking 96 96 98 99 97 97 90 85Bus 58 64 74 81 52 61 63 65Car (as a driver) 44 34 19 16 59 46 55 30Tube 41 35 52 53 48 39 27 19Car (as a passenger) 40 54 53 53 30 50 31 52National Rail 18 16 22 24 21 18 14 10Overground 9 7 12 12 10 9 5 3London taxi/black cab 5 3 4 3 7 4 3 3Other taxi/minicab (PHV)

6 7 9 12 7 7 6 7

DLR 5 4 6 7 6 4 2 1Motorbike 2 - 2 - 3 - 1 -Tram (Croydon Tramlink)

2 2 2 3 1 2 2 2

Base size: Men 7,589; women 8,376; men 16-24, 939; men 25-64, 4,324; men 65+, 1,109; women 16-24, 1,011; women 25-64, 4,824; women 65+, 1,378.*Note that LTDS data excludes children aged under five.

Where there is more detailed information on individual types of transport, a sub-section is included below.



Women

WalkingNinety-six per cent of women walk at least once a week and 82 per cent walk five or more days a week. The pattern of walking frequency is very similar for women and men [7].Frequency of walking (2012/13) [7]% Men WomenBase (7,589) (8,376)5 or more days a week 83 823 or 4 days a week 6 72 days a week 4 51 day a week 3 3At least once a fortnight 1 1At least once a month 1 1At least once a year 1 1Not used in last year 1 1Never used - -*Note that LTDS data excludes children aged under five.

Women are more likely than men to walk a child to school (22 per cent compared to 14 per cent of men), and less likely than men to visit pubs/restaurants/cinemas and other social places on foot at least once a week (42 per cent compared to 53 per cent of men) [13].Walking at least once a week by purpose of journey (2014) [13]% who walk at least once a week Men WomenBase (415) (585)Walk…To complete small errands such as getting a newspaper or posting a letter

88 83

As part of a longer journey 73 73To visit friends and relatives 44 46To get to work/school/college 47 44To visit pubs/restaurants/cinemas and other social places

53 42

To take a child to school 14 22



Women

BusThe bus is the second most frequently used type of transport (after walking) among women with almost two thirds (64 per cent) using the bus at least once a week. This is higher than among men where 58 per cent use the bus at least once a week [7].Frequency of travelling by bus (2012/13) [7]% Men WomenBase (7,589) (8,376)5 or more days a week

26 29

3 or 4 days a week 11 142 days a week 11 121 day a week 10 10At least once a fortnight

6 5

At least once a month

10 9

At least once a year 15 12Not used in last year 9 7Never used 3 2*Note that LTDS data excludes children aged under five.

Research from 2008 shows that daytime bus use among women is higher than that of men (54 per cent are women vs. 46 per cent men). On night buses, however, the majority of customers are men (65 per cent men vs. 35 per cent women) [20]. This may reflect concerns women have travelling on buses at night and also being less likely than men to be travelling at night for work [20].Comparison of day and night bus users (2008) [20]% Men WomenDay bus users 46 54Night bus users 65 35



Women

Of women travelling by bus during the day, 16 per cent are travelling to or from school or another education establishment (this compares to 14 per cent of men). Women are also more likely than men to travel by bus during the day for the purposes of shopping, and travel by night for the purposes of leisure [20].Purpose of bus journey by gender and time of day (2008) [20]

During the day At night% Men Women Men WomenBase (18,924

)(22,551

)(5,142) (2,731)

To/from work 54 46 51 40To/from school/education

14 16 6 6

To/from shopping 8 14 1 2Visiting friends/relatives

9 9 13 13

Leisure 7 6 21 29Other purpose 7 9 7 9

CarWomen are more likely to have travelled as a car passenger than a driver in the last week; 54 per cent of women travelled as a passenger compared with 34 per cent travelling as a driver. These proportions are reversed for men, where 44 per cent travelled as the driver and 40 per cent as a passenger [7]. Forty-eight per cent of women hold a driving licence, a lower proportion than among men (60 per cent of men hold a driving licence). The proportion of Londoners who hold a driving licence is highest among people in younger age groups, and decreases as age increases [7].Proportion of Londoners aged 16 or over with a full car driving licence (2012/13) [7]% Men WomenBase (6,372) (7,213)Holds a full car driving licence 70 55

Women are less likely than men to have household access to a car. Thirty-seven per cent of women do not have access to a car compared to 33 per cent of men [7].*Note that data above excludes under 16s.

Proportion of Londoners in a household with access to a car (2012/13) [7]% Men WomenBase (7,589) (8,376)



Women

0 cars 33 371 car 45 442+ cars 22 19*Note that LTDS data excludes children aged under five.



Women

TubeThirty-five per cent of women use the Underground at least once a week – this is significantly less than men at 41 per cent. Men are also more likely than women to use the Tube on a daily basis [7]. Frequency of travelling by Tube (2012/13) [7]% Men WomenBase (7,589) (8,376)5 or more days a week 17 123 or 4 days a week 7 62 days a week 8 71 day a week 9 9At least once a fortnight 8 9At least once a month 14 16At least once a year 23 25Not used in last year 10 11Never used 4 4*Note that LTDS data excludes children aged under five.

CyclingWomen are less likely to cycle than men, 26 per cent of men cycle in London compared with 13 per cent of women [11].Eight per cent of women regularly (at least once a week) cycle in London and a further five per cent occasionally cycle, with the remaining 87 per cent never cycling as a way of getting around the Capital. [11].Proportion of Londoners who cycle (2014) [11]% Men WomenBase (654) (710)Cyclist (sometimes uses a bike to get around London)

26 13


74 87

Concerns about safety are the most commonly cited deterrent by women to cycling or cycling more often in London (61 per cent). Women are also deterred by factors such as too much traffic (27 per cent) and poor cycling facilities in London (eight per cent), with all of these factors proving more of a barrier to women than men [11]. Women are also less likely than men to be able to ride a bike, 78 per cent of women can ride a bike, compared with 91 per cent of men living in London [11].



Women

Proportion of Londoners able to ride a bike (2014) [11]% Men WomenBase (654) (710)Can ride a bike 91 78Cannot ride a bike 9 22

TfL has developed a behavioural model to look at Londoners’ readiness to cycle or cycle more. Seventy per cent of Londoners self-classified as being in the pre-contemplation category (defined in the table); women show an even higher level of pre-contemplation of cycling than men (77 per cent of women are in this category vs. 62 per cent of men) [11].Twenty-two per cent of men compared with nine per cent of women are classified as being in the ‘sustained change’ category, meaning that they started cycling or cycling more a while ago and are still doing it occasionally or regularly [11].Behaviour model of cycling (2014) [11]% Men Wome

nBase (all) (654) (710)Pre-contemplation‘You have never thought about it, but would be unlikely to start in the future’‘You have thought about it, but don’t intend starting in the future’‘You have never thought about it, but could be open to it in the future’

62 77

Contemplation‘You are thinking about starting soon’

7 8

Preparation ‘You have decided to start soon’

1 1

Change‘You have tried to start recently, but are finding it difficult’‘You have started recently and are finding it quite easy so far’

1 1

Sustained change‘You started a while ago and are still doing it occasionally’‘You started a while ago and are still doing it regularly’

22 9

Lapsed‘You had started doing this but couldn’t stick to it’

6 5

Cycling schemesA larger proportion of men than women have used Barclays Cycle Hire (11 per cent of women have used the scheme compared with 16 per cent of men) [11].



Women

Thirty per cent of casual Barclays Cycle Hire users (defined as not having a Barclays Cycle Hire key) are women and 19 per cent of members are women [21].Among Londoners who have not yet used Barclays Cycle Hire a similar proportion of women and men say they intend to use the scheme in the next year (16 per cent of women vs. 13 per cent of men) [11].



Women

Expected use of Barclays Cycle Hire in the future (2014) [11]% Men WomenBase (all who have not hired a bicycle yet)

(568) (639)

Yes 13 16No 84 84Don’t know 3 0

For both women and men, levels of awareness of Barclays Cycle Superhighways are lower than for Barclays Cycle Hire. Forty-seven per cent of women are aware of Barclays Cycle Superhighways compared to 53 per cent of men3. A similar pattern is also observed with regards use, 31 per cent of men have used a Cycle Superhighway compared with 11 per cent of women [11].Anticipated use of Barclays Cycle Superhighways among current non-users is lower than for Barclays Cycle Hire, although 10 per cent of women and 20 per cent of men say they are likely to use the Superhighways in the future [11].Expected use of Barclays Cycle Superhighways (2014) [11]% Men WomenBase (all who are aware of Superhighways but have not used one)

(217) (219)

Yes 20 10No 80 88Don’t know - 2

Dial-a-Ride DaR members are more likely to be women than men, 74 per cent of DaR members are women and this proportion increases with age. The 2011 Census also shows that disabled Londoners are more likely to be women than men and the proportion of women tends to increase with age, however, not to the same extent as the profile of DaR members [2].Among the DaR members who have joined since 1 September 2010, the proportion of men is higher than members joining before this date (32 per cent women vs. 23 per cent men) [23].DaR membership by gender (2012) [2, 23]% All disabled

Londoners DaR members

Base (excludes unknown data)

- (38,699)

3 There remains some confusion between Barclays Cycle Superhighways and Barclays Cycle Hire. Once BCSHs are described, 18 per cent who originally reported being aware of BCSH (in the figures above) say they were thinking of something else (men 15 per cent, women 22 per cent).



Women

Men 45 26Women 55 74Gender splits of DaR membership by age (2011/12) [35, 23]4

All disabled London residents(2001 Census %)

All DaR members (%)

Age Men Women Men WomenBase - - 10,052 28,530Under 18 58 42 53 4718-34 49 51 46 5435-49 48 52 37 6350-64 47 53 35 6465-79 45 55 26 7380-89 34 66 22 7890+ 23 77 21 79

Journey purposeWeekday journey purpose varies between women and men in London. Women are less likely to be travelling for work than men (16 per cent women vs. 23 per cent men). This may be linked to the higher proportion of women who are economically inactive.A greater proportion of journeys by women are for the purposes of shopping/personal business which accounts for 29 per cent of weekday journeys (compared to 23 per cent of men). Women are also more likely than men to be making trips for education which includes taking children to school (21 per cent women vs. 14 per cent men) [7].Weekday journey purpose (2012/13) [7]% Men WomenBase – all trips by LondonersShopping/personal business 23 29Leisure 23 22Education 14 21Usual workplace 23 16Other work related 10 6Other 7 7*Note that LTDS data excludes children aged under five.

4 Where data does not sum to 100 per cent, this is due to respondents not disclosing their gender



Women

Ticket typesWomen are more likely than men to use Oyster PAYG on the bus (69 per cent women vs. 61per cent men), Tube (70 per cent women vs. 63 per cent men) and train (64 per cent women vs. 54 per cent men) and are just as likely as men to use Oyster PAYG on the DLR (60 per cent women vs. 59 per cent men). Women are as likely as men to use a Travelcard when travelling [24].Only a small proportion of bus, Tube or DLR journeys use a cash/single or return ticket and the proportions of women and men using these tickets are broadly similar (cash fares on buses have now been phased out). Cash fares are more common for train journeys, 12 per cent of men and eight per cent of women train users use a cash ticket [24].Tickets and passes used on public transport (October 2013) [24]% Men WomenBusBase (all who use the bus) (337) (541)Oyster PAYG- 61 69Freedom Pass (OAP/blind/disabled) 26 23Cash/single/return 2 1Any Travelcard 11 9Any Bus Pass 2 2

TubeBase (all who use the Underground) (350) (507)Oyster PAYG 63 70Freedom Pass (OAP/blind/disabled) 24 19Cash/single/return 3 1Any Travelcard 15 13

DLRBase (all who use the DLR) (182) (224)Oyster PAYG 59 60Freedom Pass (OAP/blind/disabled) 22 19Cash/single/return 4 5Any Travelcard 12 13

Train Base (all who use the train) (319) (443)Oyster PAYG 54 64Freedom Pass (OAP/blind/disabled) 22 19Cash/single/return 12 8Any Travelcard 17 16



Women

Travel cardsSixty-one per cent of women have an Oyster card which is slightly higher than the proportion of men who possess one (59 per cent) [7].Ticket types held (2012/13) [7]% Men WomenBase (7,589) (8,376)Oyster card 59 61Older person’s Freedom Pass 14 16Disabled person’s Freedom Pass

2 2

Staff/police pass 2 1*Note that LTDS data excludes children aged under five.

A slightly greater proportion of women than men hold an older person’s Freedom Pass (16 per cent of women compared with 14 per cent of men). A similar proportion of women and men hold a disabled person’s Freedom Pass (two per cent each) [7].



Women

BarriersBarriers to greater public transport useThere are a number of potential barriers that can prevent Londoners from using public transport more often. When presented with a list of these, women are more likely than men to say that at least one issue prevents them from increasing their use of public transport (86 per cent women vs. 80 per cent men mention at least one barrier) [9]. The most commonly cited barrier for women and men is overcrowding on transport services (59 per cent women vs. 53 per cent of men). The second most common barrier relates to the cost of tickets. Women and men have similar views regarding this issue which is mentioned by 50 per cent of women and 46 per cent of men [9].Women are more likely than men to mention barriers relating to crime and personal safety. In particular, they are more inclined to say that each of the following prevents them from using public transport more: Concern about antisocial behaviour Fear of crime on the bus/train and getting to the bus/train Dirty environment on or getting to the bus/train Concern about knife crime Fear of terrorist attacks Risk of accidents [9]Barriers to using public transport more often (prompted) (2013) [9]



% Men WomenBase (1,707) (2,415)Overcrowded services 53 59Cost of tickets 46 50Concern about antisocial behaviour 30 40Slow journey times 38 38Unreliable services 34 38Fear of crime getting to the bus/train 19 34Fear of crime on the bus/train 19 31Dirty environment on the bus/train 22 30Concern about knife crime 18 29Dirty environment getting to the bus/train 14 20Fear of terrorist attacks 8 16Risk of accidents 7 11Lack of information on how to use public transport

9 10

Graffiti 9 9Don’t understand how to buy bus tickets 4 5None of these 20 14

Women

Responses shown if exceed one per cent for women.



Women

Women are more likely than men to be travelling with buggies and/or shopping, and to be travelling with children. For this reason, the car is often seen as a convenient type of transport – presenting less of a challenge to travelling when laden down. However, qualitative research indicates the cost and stress associated with driving encourages some to use public transport – particularly the bus which is perceived to be more child-friendly and educational than other types of transport such as the Tube [30].TubePresently only a small number of trips are made on the Tube with buggies – it is assumed that people are put off due to accessibility issues [37]. In research carried out during 2012 with people travelling as a person with restricted mobility (PRM), it was found that not all disabled customers or customers travelling with children5 or luggage made use of lifts available in Underground stations. Forty-eight per cent of women travelling with children planned their journey with access to a lift in mind, significantly higher than the PRM sample overall (29 per cent). When asked to rank the Tube for accessibility on a scale of 0–10, 28 per cent of women travelling as a PRM ranked it good to excellent (8-10), consistent with the overall result (29 per cent) [38].BusTravelling by bus with a buggy and children is often stressful for women and presents potential issues with other passengers and drivers. Some buggy users make use of the wheelchair priority area on buses and TfL has conducted research around this area in recent years as part of a communications programme relating to the use of this space [39, 40].

5Travelling with children is defined as those travelling with children aged under five or with a pram/buggy [99].



Women

Case study: Travelling with buggies on the bus6

Travelling with children and buggies can present a stressful challenge at times for women. The experience of people travelling with buggies on the bus depends on a number of factors; how frequently they do so, the time of travel (and therefore how crowded the bus is), the bus design, the age of child/children and the number of children travelling within the group [39, 40].

Many customers have experienced difficulties when travelling with buggies on the bus. These difficulties involve crowding on buses, negative attitudes of other passengers, negotiating getting on and off the bus and drivers refusing to allow buggies on the bus [40]. Additionally, women travelling with buggies mention practical issues which can be problematic, such as moving the buggy around the pole to reach the wheelchair priority area, and drivers parking too far away from the kerb [41].‘I feel guilty standing there with the child in the pram. I’m always apologising, getting the pram, pulling it over to let people go past…I just feel like I shouldn’t be on [the bus]. I feel like it is a hindrance’ (Woman, buggy user) [39]

Buggy users’ concerns and anxieties [40]

In terms of the travel experiences of buggy users, customers reported that inconsistent experiences surrounding the space and driver approaches are the major cause of stress for buggy and wheelchair users, and recommended clarification on 'the rules' for all customers and drivers [40]. This feedback helped to inform the information campaign undertaken.

6 More information about the experience of wheelchair users is included in the disabled customer chapter.



Women


episodes Anxious – reports general worry, but no specific recent episodes Worried – reports general worry, and specific recent episodes Don’t knowThe majority of Londoners fall into the ‘unworried’ category which means that they are generally unworried about their personal security in London and have experienced no incidents that made them feel worried in the last three months. However, a significantly lower proportion of London’s women are considered ‘unworried’ than men (68 per cent of women are ‘unworried’ compared with 81 per cent of men) [9].Typology of worry (2013) [9]% Men WomenBase (1,707) (2,415)Unworried 81 68Unexpressed 10 13Anxious 5 9Worried 4 9Don’t know 1 1

Women living in London are considerably less likely than men to say that they are ‘not at all worried’ about personal security while using public transport; they are also more likely to report that they are ‘very worried’ [9].Levels of concern about personal security when using public transport in London (2013) [9]% Men WomenBase (1,707) (2,415)Not at all worried 49 29A little bit worried 41 52Quite a bit worried 7 13Very worried 2 5Don’t know 1 -

A higher proportion of women than men take precautions against crime when using public transport (45 per cent women vs. 37 per cent men). The most common precautions for both women and



Women

men is to sit by other people, for women the next most common precaution is to travel with someone else, while for men the second most common precaution is to look after your belongings [9].Precautions taken (2013) [9]% All Men WomenBase (all who take precautions) (1,679) (597) (1,082)Sat near to other people 47 38 54Travelled with someone else 31 20 40Look after my belongings 30 32 28Travel at a different time of day 23 19 25Used a different route 21 18 23Avoided using that type of transport

16 13 19

Stay aware/vigilant 12 15 9Only take necessities with me 5 3 6Carry a personal alarm 4 1 6

In terms of actual experiences, the proportion of women who have felt worried about their personal security when using public transport in London in the past three months is higher than men (22 per cent women vs. 14 per cent men). Women are also more likely than men to experience an episode of worry during the daytime. Women’s most recent experience of worry is roughly equally split between day and night-time events (45 per cent daytime vs. 54 per cent night-time) whereas when men experience an episode of worry, this is more likely to occur at night (33 per cent daytime vs. 65 per cent night-time) [9].Those that have felt worried about their personal security when using public transport in the last three months were asked on which type of transport they experienced this event. For women and men who experienced a worrying event on public transport in the past three months, the most likely type of transport on which the event occurred was bus (49 per cent of women who felt worried in the last three months were on the bus in line with 50 per cent of men). It is important to note this reflects the higher use of buses by Londoners compared with Tube or train. Women are more likely than men to experience worry on the Tube, 32 per cent of women who experienced worry in the past three months were on the Tube compared with 24 per cent of men [9].Crime and antisocial behaviour concerns affect the frequency of travel on the Tube, bus or National Rail ‘a little’ or ‘a lot’ for slightly more than half of Londoners (56 per cent). Women are affected to a greater extent than men, 67 per cent of women report that the frequency with which they use



Women

the Tube, buses or National Rail is affected ‘a little’ or ‘a lot’ because of concerns over crime or antisocial behaviour compared to 46 per cent of men [9].

A higher proportion of women are affected in terms of their public transport travel frequency because of these concerns across all three types of transport (Tube, bus, National Rail) and both in the day and night-time [9].

Proportion of Londoners for whom concerns over crime/antisocial behaviour affect the frequency of their public transport use ‘a lot/a little’ (2013) [9]% All Men WomenBase (1,000) (405) (595)Overall: During the day/after darkUnderground/buses/National Rail 56 46 67During the day:Underground/buses/National Rail 25 20 29Underground 17 13 21Buses 20 17 23National Rail 12 9 15After dark:Underground/buses/National Rail 53 42 63Underground 41 29 52Buses 46 37 55National Rail 32 23 41



Women

Project GuardianThis year TfL, the Metropolitan Police Service and the BTP also launched Project Guardian to raise public awareness of unwanted sexual behaviour on the transport network. This initiative focuses on encouraging victims to report these types of crimes - historically significantly underreported - alongside more proactive police enforcement and engagement. This has been supported by stakeholders such as Everyday Sexism, End Violence Against Women Coalition and HollaBack UK, and has resulted in a 16 per cent increase in the reports of unwanted sexual behaviour on the transport network, and a 25 per cent increase in the detection of crimes of this nature. Project Guardian is set to continue throughout 2014 and beyond.

Our research has told us among Londoners who are willing to answer questions about their experiences of unwanted sexual behaviour while travelling around the city, 14 per cent of women report experiencing some form of unwelcome sexual behaviour including sexual harassment or sexual assault while travelling on, waiting for, or heading to/from public transport in London in the previous year (the equivalent figure for men is two per cent). A range of unwanted sexual behaviours are reported by Londoners, the most common being groping or touching and staring [9].A very low proportion of unwanted sexual behaviour is reported. There are a number of theories as to why including a socio-cultural model that sees harassment as a wider manifestation of a system of asymmetrical power relationships between women and men. Research also suggests that men can mistakenly view unwanted sexual behaviour as harmless so making it more commonplace, even though to women it is often threatening and therefore harmful.Women who experience unwanted sexual behaviour tend to employ the following coping strategies:

Internal (psychological): Endure, normalise/minimise – ‘you just have to put up with it’, deny, reinterpret, self-blame

External (problem solving): Avoid, change behaviour (for example, walk to work a different way), appease (for example, humour), seek social support, assert, attack, make a formal complaint

Four barriers appear to prevent Londoners reporting incidents of unwanted sexual behaviour while travelling in London to TfL or the police:

Normalisation: Unwanted sexual behaviours are normalised, experiences are generally ignored. They are viewed as a social nuisance and as part of a wider spectrum of antisocial behaviour

Internalisation: The reporting process is at odds with the core needs of the individual. Firstly, there is a need to internalise the situation, escape and forget about the incident as quickly as possible. Secondly,



Women

there is a need to seek empathy, support and validation from someone who cares

Lack of awareness: Most people are unaware that a reporting process exists. They are unclear about what behaviours warrant action, who to tell and what the process will entail

Credibility: Very few people believe that reporting an unwanted sexual behaviour will result in any form of justice

Research has identified a number of key recommendations in this area which can help TfL and others to encourage greater reporting.[42].



Women

Safer Travel at Night (STaN) campaign – the use of illegal (unbooked) minicabs

TfL has run the Safer Travel at Night (STaN) campaign since 2003, with the aim of reducing the use of illegal (unbooked) minicabs. Communication campaigns are particularly targeted at young women aged between 16 and 34 [43]7.Research is conducted on an annual basis to monitor the use of unbooked minicabs among the target audience and evaluate the communications campaign to determine its effectiveness. STaN campaign posters

Since TfL began to monitor the use of unbooked minicabs among users of late night venues in London, there has been a significant decline in their use. Among women aged 16-34, two per cent used an unbooked minicab to reach their onward destination on the night of the research in 2014, compared to 19 per cent in 2003 [43].Women and men have different views on using unbooked minicabs. While 31 per cent of men say they are likely to use an illegal minicab in future, the figure is much lower at 17 per cent among women (and 19 per cent for women aged 16-34) [43].Further to the reduction in the use of unbooked minicabs, initiatives by the TfL-funded Metropolitan Police Service's Safer Transport Command (STC) and City of London Police (CoLP) are helping to remove taxi touts from the streets. In a targeted initiative at the end of 2013, more than 170 arrests were made for cab-related offences during two crackdowns as part of Operation Safer Travel at Night [44].The use of illegal (unbooked) minicabs (2014) [43]% Use of illegal minicabs Men Women

(all ages)

Women (16-34)

Base (328) (394) (612)Used an illegal minicab to reach onward 2 2 2

7The sample for this study comprises Londoners recruited in the queues of popular London late night venues, and is therefore not necessarily reflective of the London population as a whole.



Women

destination on night of interviewLikely to use illegal minicab in future 31 17 19Unlikely to use illegal minicab in future 69 83 81

Customer satisfactionOverall satisfaction with various transport types in London is measured on an 11-point scale, with 10 representing extremely satisfied and zero representing extremely dissatisfied (this is then scaled up to 100). TfL has standardised satisfaction ratings which are shown in the table below. This allows TfL to apply consistent analysis across a wide range of satisfaction research. Average rating Level of satisfactionUnder 50 Very low/weak/poor50-54 Low/weak/poor55-64 Fairly/relatively/quite


Satisfaction levels are very evenly matched between women and men, only ratings relating to taxis and minicabs vary by more than two points out of 100. Women are three points less satisfied with private hire

vehicles/minicabs than men, although giving a fairly high rating of 80 for PHV/minicabs, men give a rating of 83 out of 100

The rating for black cabs are reversed, men rate their satisfaction with black cabs at 81, whereas women give very good satisfaction rating of 85 out of 100 [10]

Satisfaction ratings with most types of transport are fairly high with women and men rating in the 80-84 point range. Dial-a-Ride receives the highest satisfaction ratings, women rate this

service 92 out of 100 The DLR, London River Services, black cabs and trams all receive high

satisfaction ratings among women users The TLRN is the only area to receive a reasonable satisfaction rating or

below, women give a satisfaction rating of 68 out of 100 for their last driving journey on the TLRN [10]



Women



Women

Overall satisfaction with transport types (2013/14) – all customers [10]Satisfaction score (0-100) All Men WomenBus servicesBase (14,990) (6,555) (8,435)Satisfaction score 83 83 83Bus stationsBase (3,699) (1,563) (2,136)Satisfaction score 77 77 78Night busesBase (835) (592) (243)Satisfaction score 81 82 80UndergroundBase (17,684) (8,054) (9,630)Satisfaction score 83 82 83OvergroundBase (5,580) (2,885) (2,695)Satisfaction score 82 82 82DLRBase (13,284) (7,304) (5,980)Satisfaction score 87 86 88TramsBase (4,474) (2,056) (2,418)Satisfaction score 89 88 90Dial-a-RideBase (2,163) (343) (1,820)Satisfaction score 92 90 92London River ServicesBase (1,600) (835) (765)Satisfaction score 89 88 90Taxis/black cabsBase (582) (263) (319)Satisfaction score 83 81 85PHV/minicabsBase (423) (161) (262)Satisfaction score 82 83 80Victoria Coach StationBase (1,239) (589) (650)Satisfaction score 79 79 79Woolwich FerryBase (1,555) (1,080) (324)Satisfaction score 80 81 81



Women

BusOverall satisfaction among bus users is high at 83 out of 100, both women and men give the same rating [10].The long-term trend for bus users in London shows a consistent improvement in the ratings of overall satisfaction for women and men [10]. Overall satisfaction with buses over time [10]

2002

/03

2003

/04

2004

/05

2005

/06

2006

/07

2007

/08

2008

/09

2009

/10

2010

/11

2011

/12

2012

/13

2013

/140

10

20

30

40

50

60

70

80

90

100

76 77 78 78 78 80 80 80 80 80 82 83

76 77 78 77 77 79 80 79 79 80 83 83

Men Women



Women

As seen across all types of transport, satisfaction with value for money of the bus is lower than overall satisfaction. For women and men the rating of satisfaction with value for money is 71 out of 100 [10]. Satisfaction with value for money of buses has returned to a relatively flat long-term trend after a couple of lower ratings observed for women and men in recent years. No discernable difference is observed with the satisfaction of value for money between women and men [10].Satisfaction with value for money with buses over time [10]

2002

/03

2003

/04

2004

/05

2005

/06

2006

/07

2007

/08

2008

/09

2009

/10

2010

/11

2011

/12

2012

/13

2013

/140

10

20

30

40

50

60

70

80

90

100

78 7772 71 71 74 74 73 70

6667

7178 77 73 73 71 73 74 7368 67

68

71

Men Women

Drivers of satisfactionThe drivers of satisfaction with buses are broadly the same for women and men. The top two are journey times and waiting time. The third largest driver of satisfaction for women bus users is smoothness and freedom from jolting although this is also an important factor for men; it is the sixth largest driver for men [10].Drivers of satisfaction for bus users [10]Men WomenJourney time Journey timeTime waited to catch bus Time waited to catch busSafety and security Smoothness and freedom from joltingEase of boarding and alighting Comfort inside busComfort inside bus Safety and security



Women

TubeOverall satisfaction with the Tube among women in London is fairly high at 83 out of 100; this is in line with men’s satisfaction level (82 out of 100) [10].Long-term trends for Tube satisfaction show that levels of overall satisfaction have remained broadly consistent during the past six years for women and men. When comparing results from 2002/03 to 2012/13, it is evident that satisfaction has increased (75 to 83 for women and 74 to 82 for men) [10].

Overall satisfaction with the Tube over time [10]



2002

/03

2003

/04

2004

/05

2005

/06

2006

/07

2007

/08

2008

/09

2009

/10

2010

/11

2011

/12

2012

/13

2013

/140

10

20

30

40

50

60

70

80

90

100

74 76 77 77 76 76 79 79 78 80 83 8275 77 78 79 77 77 80 80 79 8084 83

Men Women

Women

Satisfaction with value for money of the Tube is lower than overall satisfaction ratings. Women rate their satisfaction with value for money slightly lower than men do; women give a rating of 66 out of 100 compared to 68 out of 100 by men [10].

Satisfaction with value for money with the Tube over time [10]Satisfaction ratings are very similar between women and men for

all measures covered (for example, level of crowding, journey time). The customer satisfaction rating for personal safety in stations is marginally lower among women, however, both women and men give fairly high ratings (83 out of 100 women vs. 85 out of 100 men) [10].

Drivers of satisfactionAmong women and men who use the Tube, overall satisfaction is related to the same main drivers; ease of making journey, comfort of journey, length of journey time and length of time waiting for train. Women are slightly more likely to prioritise train crowding as this is the fifth most important driver of overall satisfaction, however, this is also a priority for men (sixth most important driver for men) [10]. Drivers of satisfaction for Tube users [10]Men WomenEase of making journey Ease of making journeyComfort of journey Comfort of journeyLength of journey time Length of journey timeLength of time waiting for train Length of time waiting for trainPersonal safety on train Train crowdingOverground



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Women

Women on the whole are satisfied with the London Overground service at 82 out of 100, men also give the same overall rating [10].Women and men give very similar satisfaction ratings for each of the service elements monitored. Women are fairly satisfied with their personal safety when using the Overground, rating their satisfaction as 86 out of 100, a very similar rating to men who give 87 out of 100 [10].Satisfaction with value for money of London Overground is high at 71 out of 100 among women who use the service (men give a rating of 70 out of 100) [10].Drivers of satisfactionEase of making journey is the biggest driver of overall satisfaction for women and men when using London Overground. Information about service disruptions, particularly information given at stations is also important and is the second largest driver of overall satisfaction among women. Women are also influenced by the comfort, condition and state of repair of the trains [10].The main drivers of overall satisfaction are:Drivers of satisfaction for Overground users [10]Men WomenEase of making journey Ease of making journeyTrain running on time Information about service disruptions

given at stationsInformation about service disruptions on the train

Comfort of train

Information about service disruptions given at stations

Trains running on time

The trains on route generally running on time

Condition and state of repair of the train



Women

DLROverall satisfaction with the DLR is very good/high among women at 88 out of 100 (compared to 86 out of 100 for men) [10]. As with other types of transport, no real differences in satisfaction rates with the service measures monitored are observed between women and men using the DLR [10].Satisfaction with value for money of the DLR is higher than other types of transport at 75 out of 100 (the same rating is given by men) [10].Drivers of satisfactionThe top-four drivers of overall satisfaction are the same for women and men, although women focus slightly more on the length of time journeys take and men slightly more on reliability of trains. Women are influenced more than men by the comfort inside the train [10]. The main drivers of satisfaction are:Drivers of satisfaction for DLR users [10]Men WomenReliability of trains Length of time journey tookEase of making journey Ease of making journeyLength of time journey took Length of time you waited for the trainLength of time you waited for the train Reliability of trainsPersonal safety during your journey Comfort inside the train



Women

StreetsWomen are significantly less likely than men to be satisfied with the streets and pavements after their last journey by foot (63 per cent of women were satisfied compared to 73 per cent of men) [27].Fifty-nine per cent of women are satisfied with the streets for their last car journey (the equivalent figure for men is 62 per cent, the difference is not statistically significant) [27]. The proportion of women satisfied on their last cycling journey is lower than for journeys by foot at 51 per cent; the equivalent figure for men is 57 per cent (this difference is not statistically significant). Please note that satisfaction for streets is calculated as a combination of ‘very satisfied’ and ‘fairly satisfied’.Overall satisfaction with streets and pavements during last journey

(2014) [27]

Twenty per cent of women have walked in London with a pram or pushchair (11 per cent of men) and among these women nine per cent think that it is easier to walk around London with a pram or pushchair this year than last (eight per cent think it has become more difficult) [27].



% Very/fairly satisfied Men WomenWalking journeyBase (398) (575)Very/fairly satisfied 73 63

Car journeyBase (350) (507)Very/fairly satisfied 62 59

Cycling journeyBase (170) (156)Very/fairly satisfied 57 51

Women

Transport for London Road NetworkSatisfaction with the TLRN is reasonable to fairly good. Women users of the TLRN give a score of 71 out of 100 for walking and travelling by bus on red routes and 68 out of 100 for driving. There are very few differences between the ratings given by women and men [10].Overall satisfaction – general impression of red routes (2012/13) [10]% All Men Wome

nWalkingBase (1,045) (441) (604)CSS out of 100 70 68 71

Travelling by busBase (533) (208) (325)CSS out of 100 69 67 71

DrivingBase (934) (374) (560)CSS out of 100 67 66 68

CyclingBase (310) (153) (157)CSS out of 100 69 68 69



Women

Access to informationWomen are thought to be more cautious in their travel behaviour than men. Customer segmentation studies (Touchpoints) suggest that women are more likely to fit into the categories of ‘travel shy’, ‘reassurance seeker’ and ‘cautious planner’. For all three categories, levels of confidence using the public transport network are relatively low (particularly so for people who are classed as ‘travel shy’). As a result, some women may choose to restrict themselves to familiar journeys where possible or seek advice and information to help plan and complete journeys [45].TfL provides a wide range of information sources. While there are some specific differences in the use of particular information sources by women compared to men, for example, women are more likely than men to use the pocket Tube map (85 per cent compared with 73 per cent), on the whole awareness and use of information sources is comparable between women and men [46].Access to the internetNote: Data on use of the internet and mobile devices is presented for each equality area. Analysis of women’s use of the internet is possible with the latest dataset – April 2014. For some equality areas analysis is undertaken by rolling multiple waves of data together; therefore please take care if making comparisons between chapters.

Eighty-nine per cent of women access the internet, with 88 per cent accessing it at home, 55 per cent ‘on the move’ and 51 per cent at work. The proportion of women accessing the internet is almost the same as men (90 per cent) [29].Accessing the internet [29]% Men WomenBase (396) (604)Any access 90 89Access at home 89 88Access ‘on the move’

58 55

Access at work 56 51

Women use the internet for a variety of reasons. The top reasons are: Email (94 per cent of women who access the internet) Finding and sourcing information (88 per cent) Maps and directions (83 per cent) Buying goods and services (78 per cent) Accessing live travel information (78 per cent) [29]



Women

Overall use is very similar between women and men that access the internet; however, women are less likely than men to use the internet for: Work-related matters (60 per cent women vs. 69 per cent men) Banking (63 per cent women vs. 74 per cent men) Watching video content (56 per cent women vs. 70 per cent men) Contacting companies for customer service (45 per cent women vs. 53

per cent men) [29]

Sixty-eight per cent of women who access the internet use it for social networking (69 per cent of men), the most popular social networking site for both women and men is Facebook used by 88 per cent of women who use social networks (78 per cent of men). Some differences are observed with the social media sites used by women and men; men are more likely than women to use YouTube (35 per cent women that access the internet vs. 42 per cent men), Twitter (33 per cent women that access the internet vs. 39 per cent men) and LinkedIn (20 per cent women that access the internet vs. 27 per cent men). Women are more likely to use Instagram than men (28 per cent women that access the internet vs. 17 per cent men) [29]. Device usage and behaviourWomen and men are equally likely to own a smartphone (both 74 per cent). Smartphone use has significantly increased over the last few years, in 2010, 55 per cent of women owned a smartphone.Proportion of Londoners who own a smartphone (iPhone, BlackBerry, other) (April 2014) [29]% Men Wome

nBase (396) (604)Uses a smartphone 74 74

There is little difference observed between the types of smartphone owned by women and men, the only difference being men are slightly more likely to own a BlackBerry than women (six per cent women vs. 10 per cent men) [29].



Women

Using the TfL websiteSeventy-seven per cent of women living in London access the TfL website (a similar proportion to men who access the site 76 per cent). Twenty-nine per cent of women and 31 per cent of men access the TfL website three to four times a week or more [29].Overall, 21 per cent of women in London who have access to the internet never use the TfL website (the same proportion as men who never use the site) [29].Proportion of Londoners who use www.tfl.gov.uk [29]% Men WomenBase (396) (604)Uses TfL website 76 77

Several times a day 5 5Once a day 8 43-4 times a week 18 203-4 times a month 18 20Once a month 15 17Less than once a month 12 11Does not use TfL website 22 21

Women who use the TfL website are more likely than men to use Journey Planner (71 per cent women vs. 62 per cent men). Women are less likely than men to visit the website for live travel updates (27 per cent women vs. 34 per cent men) or information on planned works and closures (23 per cent women vs. 25 per cent men) [31]. Main purpose of today’s visit to the TfL website (2013) [31]% Men WomenBase (12,060) (16,217)Using Journey Planner to plan a route 62 71Finding out live travel information 34 27Finding out about planned works or closures 25 23Doing something related to Oyster cards or other tickets

22 19

Finding a map 16 14Doing something related to Congestion Charge

5 4

Finding out about cycling 3 2Finding out about roads or driving 2 2Other 5 3

The TfL website has recently changed significantly and satisfaction data with the new website is not yet available.



Women



Women

Accessing information in the event of travel disruptionForty-seven per cent of women obtain information from staff or announcements/displays about problems or delays on public transport (compared to 57 per cent of men). A further 46 per cent (compared to 42 per cent of men) get information from the TfL website and nine per cent a non-TfL site that features London travel advice (13 per cent for men) [29].Apps are used by 15 per cent of women compared to 20 per cent of men to obtain information on disruptions. Social media is also used; four per cent of women use TfL’s Twitter feed and three per cent another Twitter feed (the figures for men are five per cent and three per cent respectively) [29].



Older People

Summary: Older peopleKey findings Londoners aged 65 or over make up 11 per cent of London’s population

[2] Older Londoners tend to make fewer weekday journeys by public

transport (2.14 journeys on average vs. 2.68 for Londoners overall). This is especially the case among Londoners aged 70-79 (2.23 journeys) and those aged 80 and over (1.50 journeys) [7]

Walking is the most frequently used type of transport by older Londoners aged 65 and over (87 per cent walk at least once a week). Sixty-four per cent travel by bus, 43 per cent travel by car as a passenger and 41 per cent drive a car at least once a week [7]

Older Londoners tend to give higher overall satisfaction scores for each transport type than younger people [10]

Overall satisfaction with the Dial-a-Ride service is very high among older Londoners (average rating of 93 out of 100) [10]

Older Londoners are less likely than Londoners overall to state that their travel frequency on buses, Tube or National Rail is affected ‘a lot’ or ‘a little’ by concerns over crime and antisocial behaviour (42 per cent of Londoners aged 65 and over vs. 56 per cent all Londoners) [9]

Older Londoners are less likely to access the internet than Londoners overall (58 per cent Londoners aged 65 and over vs. 90 per cent all Londoners) [36]

Older Londoners, aged 65 or over are less likely to use the TfL website than Londoners overall (41 per cent vs. 76 per cent of all Londoners) [36]

They are also less likely to use a smartphone (16 per cent vs. 67 per cent) [36]

Transport for London – Older People 100


Older People

Profile of older LondonersLondoners aged 65 and over make up 11 per cent of the Capital’s population [2]. Older Londoners have a different demographic profile to the total London population in a number of ways. Compared to all Londoners, people aged 65 and over are more likely to be women (56 per cent of older Londoners are women vs. 51 per cent of all Londoners), from a white ethnic group (78 per cent of older Londoners are white vs. 60 per cent of all Londoners) [2], on an annual household income of less than £20,000 per year (66 per cent of older Londoners live in a lower income household vs. 37 per cent of all Londoners) and be disabled (36 per cent of older Londoners are disabled vs. 10 per cent of all Londoners) [7]. Each of these factors can affect the travel behaviour and attitudes of older people in London.Transport behaviourOlder people tend to travel less frequently. Walking is the most commonly used transport option by older Londoners; 87 per cent of Londoners aged 65 and over walk at least once a week. The bus is also a key form of transport for people aged 65 and over, with 64 per cent saying they use the bus at least once a week (compared to 61 per cent of all Londoners) [7].With the exception of travelling by bus and driving, older Londoners use all forms of transport less frequently than the total London population (for example, walking 87 per cent vs. 96 per cent overall; Tube 23 per cent vs. 38 per cent overall) [7]. Forty-one per cent of Londoners aged 65 and over drive a car at least

once a week and 43 per cent travel by car as a passenger. The proportion of Londoners aged 80 and over driving at least once a week falls to 22 per cent, though the proportion using the car as a passenger remains steady at 44 per cent [7]

Around three-quarters of Londoners aged between 65 and 69 hold a full driving licence (73 per cent aged between 65 and 69 vs. 63 per cent all Londoners) and the same proportion have access to a car (73 per cent vs. 65 per cent all Londoners) [7]

Lower numbers of Londoners aged 65 and over cycle as a means of transport, six per cent sometimes use a bicycle to get around London compared with 19 per cent of the wider London population [11]

DaR members tend to have an older age profile than disabled Londoners overall; 80 per cent of DaR members are aged 65 or over compared with 41 per cent of all disabled Londoners [23, 2]

Fifty-seven per cent of weekday journeys made by Londoners aged 65 and over are for shopping/personal business, while 29 per cent are for leisure purposes [7]



Older People

BarriersMany of the barriers to greater public transport use that affect all Londoners are less likely to impact people aged 65 and over. For example, slow journey times are seen as a barrier to increased public transport use for 38 per cent of all Londoners, but only 15 per cent of Londoners aged 65 and over [9].The most commonly mentioned barrier to increased public transport use among older Londoners is concern about overcrowded services (39 per cent of older Londoners mention overcrowding vs. 56 per cent of Londoners overall) and concerns around antisocial behaviour (34 per cent of older Londoners vs. 35 per cent of all Londoners) [9].Londoners aged 65 or over are also more likely to be classified as ‘unworried’ (84 per cent of Londoners aged 65 or over vs. 74 per cent of all Londoners) and to take precautions against being a victim of crime or antisocial behaviour on public transport (for example, 37 per cent of Londoners aged 65 or over who are worried about their personal safety while travelling on public transport sat near others as a precaution against crime or antisocial behaviour vs. 47per cent all Londoners). This age group are also less likely to say that concerns over crime or antisocial behaviour affect the frequency of their public transport use ‘a lot’ or ‘a little’ than all Londoners (42 per cent of Londoners aged 65 or over vs. 56 per cent all Londoners) [9].Customer satisfactionOlder customers are more satisfied with all types of transport than customers overall [10]. Overall satisfaction with buses is high at 89 out of 100 (vs. 83 for

customers overall). This score is driven by length of journey time and value for money [10]

Overall satisfaction with the Tube is also high at 87 out of 100 (vs. 83 out of 100 for all customers). For older customers, ease of making the journey and length of time waiting for the train drive satisfaction [10]

Overall satisfaction with the Dial-a-Ride service is very high among older Londoners (average rating of 93 out of 100)

Older Londoners are also more satisfied with value for money than customers overall [10]

Londoners aged 65 and over are less satisfied with the streets and pavements on their last walking journey than Londoners overall (59 per cent vs. 68 per cent) [27]



Older People

Access to informationInternet access is lower among Londoners aged 65 and over than Londoners overall (58 per cent vs. 90 per cent) [36]. Use of the TfL website declines with age – 41 per cent of Londoners

aged 65 and over access the TfL website compared to 76 per cent of all Londoners [36]. Older Londoners that do visit the website do so less frequently than all Londoners [36]

Similarly, a much lower proportion of older Londoners aged 65 and over use a smartphone than all Londoners (16 per cent vs. 67 per cent) [36]

Londoners aged 65 and over are less likely to use social media than all Londoners [36]



Older People

IntroductionPeople aged 65 and over make up 11 per cent of London’s population [2]. The profile of London’s population is changing, and it is projected that the number of people aged 65 and over will grow. For many people, the transition from working to retirement changes the way they use public transport in London. Journey purposes shift away from the focus of work, and journeys tend to be made less frequently.The focus of this chapter is predominantly on Londoners aged 65 and over. Where possible, data is shown for the age bands of 65-69, 70-79 and 80+, though other similar age brackets are used where data is not available.It should be noted that the transport behaviour, attitudes and barriers in this chapter may well be influenced by a number of factors other than age, with disability, gender, income and education all affecting perceptions towards travel in London.



Older People

Profile of older people in LondonEleven per cent of Londoners are aged 65 and over. Three per cent of the London population is aged 80 and over [2].2011 Census – age profile of Londoners [2]

Proportion of age group who are…% All Men Women15 and under

20 51 49

16-24 12 50 5025-59 53 50 5060-64 4 48 5265-69 3 47 5370-79 5 46 5480+ 3 37 63

Percentage change in population of London (1971–2011) [47, 2]% change 1971–1981 1981–1991 1991–2001 2001–2011All ages -10 0 +7 +120-14 -22 +2 +8 +815-64 -8 +2 +10 +1765+ +4 -8 -7 +1

The proportion of older Londoners is set to grow in future, the GLA estimate by 2040 15 per cent of London’s population will be aged 65 or over [12].



Older People

The chart below shows how, in comparison to the UK average, London has smaller proportions of people aged 65 and over and greater proportions of people aged between 20 and 44. Eighteen per cent of the total UK population are aged 65 or over [2].Population split by age (2011) [2]

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Londoners aged 65 and over are more likely to be women (56 per cent) than all Londoners (51 per cent). The difference is particularly pronounced among Londoners aged 80 and over where 63 per cent are women [2].Proportion of Londoners who are women by age (2011) [2]

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Within this document there are two main sources of demographic data, the Office for National Statistics Census and the London



Older People

Travel Demand Survey. The following table shows the demographic breakdown of Londoners recorded in the LTDS.LTDS demographic profile of older people in London (2012/13) [7]% All 65+ 65-69 70-79 80+Base (15,965

) (2,487) (733) (1,121) (633)GenderMen 49 45 51 43 41Women 51 55 49 57 59

EthnicityWhite 62 79 80 74 85BAME 37 21 20 26 15

Household incomeLess than £9,999 18 36 27 36 46£10,000–£19,999 19 30 28 31 32£20,000–£34,999 19 17 20 16 15£35,000–£49,999 14 7 8 8 3£50,000–£74,999 15 6 10 5 2£75,000+ 15 4 7 3 2

Working status*Working full-time 41 4 9 2 1Working part-time 10 5 10 4 1Student 10 - - - -Retired 16 88 76 92 98Not working 17 3 4 2 1

DisabledYes 10 36 23 32 59No 90 64 77 68 41

Impairment affects travelYes 9 35 22 32 58No 91 65 78 68 42*Note that LTDS data excludes children aged under five and working status does not include under 16s.

In the LTDS table above ‘disabled’ is defined as having a physical or mental impairment that has a ‘substantial’ and ‘long-term’ negative effect on their ability to do normal daily activities (defined under the Equality Act 2010). ‘Impairment affects travel’ is the proportion of Londoners who have a physical or mental impairment which affects their ability to travel.



Older People

The 2011 Census data below shows white Londoners tend to have an older age profile than BAME Londoners and this can be seen with 78 per cent of Londoners aged 65 and over belonging to a white group, compared to 60 per cent of the total London population [2].Proportion of older Londoners by detailed ethnic group [2]% All 65+White: Total 60 78English/Welsh/Scottish/Northern Irish/British 45 67Irish 2 5Gypsy or Irish Traveller - -Other white 13 6Mixed/multiple ethnic group: Total 5 1White and black Caribbean 1 -White and black African 1 -White and Asian 1 -Other Mixed 1 -Asian/Asian British: Total 18 11Indian 7 6Pakistani 3 1Bangladeshi 3 1Chinese 2 1Other Asian 5 2Black/African/Caribbean/black British: Total 13 8African 7 2Caribbean 4 5Other black 2 1Other ethnic group: Total 3 2Arab 1 -Any other ethnic group 2 1

Employment and incomeEighty-eight per cent of Londoners aged 65 and over are retired and nine per cent are in full or part-time work. The proportion of Londoners who are retired ranges from 76 per cent among Londoners aged 65-69 to 98 per cent among Londoners aged 80 or over [7].With increasing age the proportion of Londoners working decreases and therefore a shift occurs towards increasing proportions in the lower bands for household income [7]. It should be noted that household income does not always reflect employment or household wealth.Average household incomes are substantially lower for older Londoners than Londoners overall, 36 per cent of Londoners aged 65 or over have an annual household income of less than £10,000 compared to 18 per cent of all Londoners [7].



Older People



Older People

Older disabled peopleOf all Londoners aged 65 and over, 36 per cent report that they are disabled or have a health issue that limits their daily activities. With increasing age, the proportion that report that they are disabled or have a health issue that limits their ability to travel and get about increases to 59 per cent among Londoners aged 80 or over [7].More information about disabled Londoners is contained in a separate chapter of this report.London boroughsThe boroughs with the highest proportion of older residents are boroughs that sit on the Outer London boundaries:London boroughs with the highest proportion of older residents [2]Borough % proportion

of older residents

Havering 18Bromley 17Bexley 16Sutton 14Harrow 14

The boroughs with the lowest proportion of older residents are;London boroughs with the lowest proportion of older residents [2]Borough % proportion

of older residents

Tower Hamlets 6Newham 7Hackney 7Lambeth 8Southwark 8



Older People

Travel behaviourOlder Londoners, aged 65 or over, make an average of 2.14 trips per weekday, compared with 2.68 trips per weekday for all Londoners [7].Londoners aged between 65 and 69 make an average of 2.69 trips per weekday, in-line with the number of trips made by Londoners overall. This average drops to 2.23 among Londoners aged between 70 and 79 and 1.50 among people aged 80 and over [7].Transport types usedThe most frequent method of transport used by older Londoners and all Londoners is walking, 87 per cent of Londoners aged 65 or older walk at least once a week. This is higher for Londoners aged under 80; 94 per cent of Londoners aged 65-69 walk at least once a week, the equivalent figure is 90 per cent among Londoners aged 70-79, and 73 per cent among Londoners aged 80 or older [7].Bus is the next most common form of transport used by older Londoners, 64 per cent of Londoners aged 65 or over use the bus at least once a week. Use of the bus increases among Londoners aged between 70 and 79 (69 per cent of Londoners aged 70-79 use the bus at least once a week) but this decreases among Londoners aged 80 or over (54 per cent). For all other types of transport except car as a passenger and minicab, levels of use either remain the same or decline as age increases [7].Among Londoners aged 65-69, 57 per cent drive a car at least once a week which is higher than Londoners overall (39 per cent), Londoners aged 80 or over are considerably less likely to drive a car, only 22 per cent drive on a weekly basis [7].



Older People


% All 65+ 65-69 70-79 80+

Base (15,965) (2,487) (733) (1,121) (633)Walking 96 87 94 90 74Bus 61 64 64 69 54Car (as a passenger)

47 43 42 42 44

Car (as a driver) 39 41 57 40 22Tube 38 23 32 23 10National Rail 17 12 17 12 5Overground 8 4 6 3 2Other taxi/minicab (PHV)

7 6 4 7 9

London taxi/black cab

4 3 2 3 4

DLR 4 2 3 2 1Tram (Croydon Tramlink)

2 2 2 3 1

Motorbike 1 - 1 - -*Note that LTDS data excludes children aged under five.

WalkingOlder Londoners are less likely to walk at least once a week than all Londoners (87 per cent of Londoners aged 65 or over walk once a week vs. 96 per cent all Londoners). The proportion of older Londoners walking declines with age; 94 per cent of 65- to 69-year-olds walk at least once a week compared to 90 per cent of 70- to 79-year-olds and 74 per cent of Londoners aged 80 or over [7].

Frequency of walking (2012/13) [7]% All 65+ 65-69 70-79 80+

Base (15,965) (2,487) (733) (1,121) (633)5 or more days a week

83 63 73 66 42

3 or 4 days a week 6 12 10 11 142 days a week 4 8 7 7 101 day a week 3 5 4 5 8At least once a fortnight

1 2 1 1 2


1 1 1 1 2

At least once a year 1 2 2 2 4Not used in last 1 7 2 5 16



Older People

yearNever used - 1 - 1 2*Note that LTDS data excludes children aged under five.

The proportion of Londoners aged 65 and over who walk at least once a week to complete small errands (84 per cent) is in-line with the 86 per cent of all Londoners who do this. However, smaller proportions of people aged 65 and over walk for other purposes listed compared to all Londoners [13]. Walking at least once a week by purpose of journey (2014) [13]% who walk at least once a week All 65+Base (1,000) (322)Walk…To complete small errands such as getting a newspaper or posting a letter

86 84

As part of a longer journey 73 63To visit pubs/restaurants/cinemas and other social places

48 37

To visit friends and relatives 45 37To get to work/school/college 45 8To take a child to school 18 7

BusBus use is high among Londoners aged 65 and over (64 per cent of Londoners aged 65 or over use the bus at least once a week vs. 61 per cent all Londoners). Use of the bus is highest among Londoners aged between 70 and 79 (69 per cent of Londoners aged 70-79 use the bus at least once a week) and then decreases among Londoners aged 80 or over (54 per cent) [7].Frequency of travelling by bus (2012/13) [7]% All 65+ 65-69 70-79 80+


28 24 23 26 19


5 4 5 4 4


10 6 8 6 4



Older People

At least once a year 13 11 15 9 11Not used in last year

8 12 5 10 24

Never used 2 3 2 2 4*Note that LTDS data excludes children aged under five.

While people aged 65 and over use the bus most frequently of all transport types except walking; only six per cent of day bus users are 65 or over [20]. This is due to the age group representing a relatively small proportion of the overall London population.



Older People

CarForty-one per cent of Londoners aged 65 or over drive a car at least once a week and 43 per cent travel as a passenger in a car [7].Fifty-five per cent of Londoners aged 65 and over hold a full car driving licence, slightly lower than the figure for Londoners overall (63 per cent all Londoners aged 16 or over). The proportion of older Londoners holding a full car driving licence reduces with age: 73 per cent of 65- to 69-year-olds hold a full driving licence compared to 54 per cent of those aged 70-79, and 32 per cent of people aged over 80 [7].Proportion of Londoners with a full car driving licence (2012/13) [7]% All

(16+)65+ 65-69 70-79 80+

Base (13,585)

(2,487) (733) (1,121) (633)

Holds a full car driving licence

63 55 73 54 32

*Note that data above excludes under 16s.

Household access to a car reduces with age; 59 per cent of Londoners aged 65 and over have a car in their household compared with 65 per cent across all Londoners. Among Londoners aged 65-69, access to a car in the household is higher at 73 per cent and this drops to 59 per cent among Londoners aged 70-79, and 39 per cent for Londoners aged 80 and over [7].Proportion of Londoners in a household with access to a car (2012/13) [7]% All 65+ 65-69 70-79 80+Base (15,965) (2,487) (733) (1,121) (633)0 cars 35 41 27 41 611 car 45 44 49 47 322+ cars 20 14 24 12 6*Note that LTDS data excludes children aged under five.

After the age of 80, older people tend to drive less frequently. Driving can provide a sense of self-worth through independence and equality with other Londoners, freedom through greater accessibility and convenience, and enjoyment of the act itself. Therefore giving up driving is an important and emotional event [48].‘When I relinquish my car it will be like my snail shell on my back is being taken away.’ (Driver aged 65+) [48]



Older People

Among Londoners aged 60 and over who do not drive8, the most common reasons for not doing so are a lack of interest (47 per cent), availability of friends and family to drive them instead (40 per cent), a focus on feeling too old (28 per cent) and being concerned about safety (21 per cent) [49].Reasons for not driving by age (Great Britain) (2010) [49]% All 17+ 60+

Base (3,413) (1,245)Not interested in driving 31 47Family/friends drive me when necessary

33 40

Too old 10 28Safety concerns/nervous about driving

19 21

Other forms of transport available 20 16Physical difficulties/health impairments

10 12

Cost of learning to drive 30 9Cost of buying a car 21 9Busy/congested roads 7 7Cost of insurance 18 5Other general motoring costs 10 4Put off by theory/practical test 5 3Too busy to learn 8 2Environmental reasons 3 1Other 5 3

Based on individuals aged 17 and over who do not hold a full driving licence and are not currently learning to drive.

8 Note these data are for Great Britain not London specifically.



Older People

TubeTwenty-two per cent of Londoners aged 65 and over use the Tube at least once a week. This is considerably lower than Londoners overall (38 per cent). The proportion using the Tube at least once a week decreases further with age, from 32 per cent of Londoners aged 65-69, to 23 per cent among 70- to 79-year-olds and 10 per cent for those aged 80 and over [7].Frequency of travelling by Tube (2012/13) [7]% All 65+ 65-69 70-79 80+


15 3 4 3 1


8 6 8 7 2


15 12 15 13 7

At least once a year 24 25 27 26 20Not used in last year

10 28 14 26 52

Never used 4 6 4 4 10*Note that LTDS data excludes children aged under five.

CyclingSix per cent of Londoners aged 65 and over sometimes use a bike to get around London [11]. Note that data is not available to analyse this age group further.Proportion of Londoners who cycle (2014) [11]% All 65+Base (1,364) (325)Cyclist (sometimes uses a bike to get around London)

19 6


81 94

The proportion of Londoners aged 65 and over who can ride a bike (72 per cent) is lower than the total population of Londoners (84 per cent) [11].Proportion of Londoners able to ride a bike (2014) [11]% All 65+Base (1,364) (325)



Older People

Can ride a bike 84 72Cannot ride a bike 15 28

TfL has developed a behavioural model to look at Londoners’ readiness to cycle or cycle more. Seventy per cent of Londoners self-classified as being in the ‘pre-contemplation’ category (defined in the behaviour model table). By comparison, Londoners aged 65 and over show a lower level of ‘contemplation’ than other Londoners, 88 per cent are in the pre-contemplation category [11].A small proportion of Londoners aged 65 and over cycle at least sometimes in London; four per cent of Londoners aged 65 or over are classified as being in the ‘sustained change’ category, meaning that they started cycling a while ago and are still doing it occasionally or regularly [11].Behaviour model cycling (2014) [11]% All 65+Base (all) (1,36

4)(325)

Pre-contemplation:‘You have never thought about it, but would be unlikely to start in the future’‘You have thought about it, but don’t intend starting in the future’‘You have never thought about it, but could be open to it in the future’

70 88

Contemplation:‘You are thinking about starting soon’

8 2

Preparation:‘You have decided to start soon’

1 1

Change:‘You have tried to start recently, but am finding it difficult’ ‘You have started recently and am finding it quite easy so far’

1 0

Sustained change:‘You started a while ago and am still doing it occasionally’ ‘You started a while ago and am still doing it regularly’

15 4

Lapsed:‘You started doing this but couldn’t stick to it’

6 3



Older People

Cycling schemesAwareness of Barclays Cycle Hire among Londoners aged 65 and over is 77 per cent. This is lower than the awareness among all Londoners which stands at 83 per cent. Despite high awareness, only one per cent of Londoners aged 65 and over have actually used the scheme compared to 14 per cent of all Londoners [11].Less than one per cent of casual Barclays Cycle Hire users (defined as not having a Barclays Cycle Hire membership key) and two per cent of members are aged 65 or over [21].Five per cent of Londoners aged 65 or over who have not already hired a Barclays Cycle Hire bicycle intend to do so in the future (compared with 14 per cent of all Londoners who haven’t yet hired a bicycle) [11].Expected use of Barclays Cycle Hire in the future (2014) [11]% All 65+Base (all who have not hired a bicycle yet)

(1,207) (322)

Yes 14 5No 84 94Don’t know 2 <1

Forty-seven per cent of older Londoners are aware of Barclays Cycle Superhighways9 – lower than the figure for all Londoners (50 per cent). Four per cent of older Londoners who have not used a Barclays Cycle Superhighway say they are likely to do so in the future [11].Expected use of Barclays Cycle Superhighways (2014) [11]% All 65+Base (all aware of Superhighways but have not used one)

(436) (110)


9 There remains some confusion between Barclays Cycle Superhighways and Barclays Cycle Hire. Once BCSHs are described, 18 per cent who originally reported being aware of BCSH (in the figures above) say they were thinking of something else (22 per cent Londoners aged 65 and over).



Older People

Dial-a-RideDaR members tend to have an older age profile than disabled Londoners overall; 80 per cent of DaR members are aged 65 and over, compared with 41 per cent of all disabled Londoners. Thirty-one per cent of DaR members are aged between 75-84 and 35 per cent are 85 and over, compared to 16 per cent and eight per cent respectively for all disabled Londoners [23, 2].DaR members are more likely to be women (74 per cent) and among members aged 65 and over, they account for more than 70 per cent of the total [23].DaR membership by age (2012 based on 2010 data) [23, 2]% All disabled

LondonersDaR members

Under 24 9 125-34 7 235-49 19 550-64 25 1065-74 17 1475-84 16 3185+ 8 35Base size not shown as from complete DaR membership database and Census data.

Where the proportion of DaR members does not sum to 100 per cent, this is due to no age being listed for the member on file.

Journey purposeThe proportion of weekday journeys made for different purposes varies by age. Twenty-seven per cent of journeys are work related for all Londoners

(travelling to/from usual workplace, or ‘other work-related’ travel) whereas only six per cent of older Londoners’ weekday journeys are for this purpose

Fifty-seven per cent of older Londoners’ journeys are for shopping and personal business (vs. 26 per cent for all Londoners)

Leisure journeys make up 29 per cent of the weekday trips for older Londoners (vs. 23 per cent for all Londoners) [7]

Weekday journey purpose (2012/13) [7]% All 65+ 65-69 70-79 80+

Base – all trips by LondonersShopping/personal business

26 57 48 61 68

Usual workplace 19 3 5 3 -Leisure 23 29 33 26 25



Older People

Education 18 1 1 1 1Other work related 8 3 6 2 -Other 7 7 8 7 6*Note that LTDS data excludes children aged under five.



Older People

Ticket typesFreedom Passes are by far the most common ticket type used by Londoners aged 65 or over; 99 per cent of bus users, 98 per cent of Tube users, 92 per cent of train and 86 per cent of DLR users use a Freedom Pass [24].Since very high proportions make use of the Freedom Pass, only a small percentage of people aged 65 or over use other tickets such as Oyster PAYG (for example, only one per cent use Oyster PAYG for bus and Tube) [24].Tickets and passes used on public transport (October 2013) [24]% All 65+Bus:Base (all who use the bus) (878) (289)Oyster PAYG 65 1Freedom Pass (OAP/blind/disabled) 24 99Cash/single/return 1 -Any Travelcard 10 -Any Bus Pass 1 -

Underground:Base (all who use the Underground) (857) (247)Oyster PAYG 67 1Freedom Pass (OAP/blind/disabled) 21 98Cash/single/return 2 5Any Travelcard 14 3

DLR:Base (all who use the DLR) (406) (126)Oyster PAYG 59 2Freedom Pass (OAP/blind/disabled) 20 86Cash/single/return 5 3Any Travelcard 12 -

Train: Base (all who use the train) (762) (229)Oyster PAYG 59 1Freedom Pass (OAP/blind/disabled) 21 92Cash/single/return 10 5Any Travelcard 16 3



Older People

TravelcardsVery few older Londoners have an Oyster card compared with the proportion of all Londoners with an Oyster card (eight per cent of Londoners aged 65 or over vs. 60 per cent all Londoners). Londoners aged 65-69 are more likely to have an Oyster card than people aged over 80 (nine per cent for 65- to 69-year-olds vs. five per cent of Londoners aged 80 or over) [7].Ninety-one per cent of 65-year-olds or over have an older person’s Freedom Pass, this drops to 85 per cent for those aged 80 or over [7].Possession of an Oyster card or Freedom Pass (2012/13) [7]% All 65+ 65-69 70-79 80+Base (15,965) (2,487) (733) (1,121) (633)Have an Oyster card 60 8 9 8 5Older person’s Freedom Pass 15 91 93 93 85Disabled person’s Freedom Pass 2 1 1 1 -

*Note that LTDS data excludes children aged under five. Note that Oyster card ownership excludes Freedom Passes, Oyster photocards and Zip cards.



Older People

BarriersSeveral research programmes have been conducted by TfL investigating the barriers faced by Londoners when using public transport; findings from each of these studies are in general agreement. However, it is worth noting that the issue of barriers is complex and the specific questions posed or focus of each study may impact on the response provided. The impact of specific barriers may also be much more significant for some Londoners than others.With increasing age, some older people may become less active. Reduced activity levels are often connected to changing lifestyles, expectations and confidence levels. Accessible transport can help people maintain a more active lifestyle [50].Qualitative research based on in-depth interviews (which included accompanied journeys10) completed in 2009 showed there are three categories of barriers to transport use faced particularly by older people. These are: Physical barriers – examples include long distances to bus stops and

connection points, presence of steps, speed of closing doors on public transport, and jerky movement on buses

Emotional barriers – examples include overcrowding, loud or disruptive passengers, adverse weather conditions and the fear of crime

Information barriers – many people restrict their journeys to ones they know well, have reduced expectations that public transport can cater for their needs, and are unaware of supported travel options such as DaR [50]

10‘Accompanied journeys’ refers to journeys made when interviewers travel with respondents to observe and ask questions about their journey experience.



Older People

Barriers to greater public transport useWhen presented with a number of possible barriers to using public transport more often, the greatest barrier, cited by 39 per cent of Londoners aged 65 years over (compared of 56 per cent of all Londoners) are concerns about overcrowded services. A similar proportion of 65-year-olds and over said none of the barriers listed put them off using public transport (34 per cent of 65-year-olds and over vs. 17 per cent of all Londoners) [9].Beyond overcrowding, the next most common barrier identified is about antisocial behaviour (mentioned by 34 per cent of Londoners aged 65 or over, compared with 35 per cent of all Londoners) [9]. More detail on safety and security issues is included later in this chapter.The cost of tickets is mentioned by nine per cent of older Londoners as a barrier to greater public transport use; this increases to 48 per cent of all Londoners [9].Barriers to using public transport more often (prompted) (2013) [9]% All 65+Base (4,122) (1,136)Overcrowded services 56 39Concern about antisocial behaviour

35 34

Fear of crime getting to the bus/train

27 24

Fear about knife crime 24 21Fear of crime on the bus/train 25 20Dirty environment on the bus/train

26 17

Unreliable services 36 15Slow journey times 38 15Graffiti 9 13Dirty environment getting to the bus/train

17 11

Cost of tickets 48 9Fear of terrorist attacks 12 9Lack of information on how to use public transport

10 9

Risk of accidents 9 8Don’t understand how to buy bus tickets

4 2

None of these 17 34

Responses shown if exceed one per cent for Londoners aged 65 and over.



Older People


episodes Anxious – reports general worry, but no specific recent episodes Worried – reports general worry, and specific recent episodes Don’t knowThe majority of Londoners fall into the ‘unworried’ category which means that they are generally unworried about their personal security in London, and have experienced no incidents that made them feel worried in the last three months. A greater proportion of older Londoners (65 and over) are ‘unworried’ than the average across all Londoners (84 per cent of 65-year-olds and over vs. 74 per cent of all Londoners) [9].Typology of worry (2013) [9]% All 65+

Base (4,122) (1,136)Unworried 74 84Unexpressed 11 5Anxious 7 5Worried 7 3Don’t know 1 2

A similar pattern is observed when looking at the levels of concern about personal security when using public transport in London, again Londoners aged 65 or over are more likely to say they are ‘not at all worried’ than all Londoners (50 per cent of older Londoners vs. 39 per cent all Londoners) [9].Levels of concern about personal security when using public transport in London (2013) [9]% All 65+

Base (4,122) (1,136)Not at all worried 39 50A little bit worried 47 40Quite a bit worried 10 7Very worried 3 2Don’t know 1 1



Older People

Among older Londoners who are worried about their personal security when using public transport, 31 per cent feel that this impacts negatively on their quality of life either ‘very much’ or ‘quite a bit’ (31 per cent of 65-year-olds or over vs. 28 per cent all Londoners) [9].Extent to which worry about personal security when using public transport reduces quality of life (2013) [9]% All 65+


(523) (104)


A similar proportion of older Londoners and all Londoners take precautions against crime when using public transport (33 per cent of 65-year-olds or over vs. 41 per cent of all Londoners). The most common precaution for both older and all Londoners is to sit by other people. Older Londoners are less likely than all Londoners to say that they sat near to other people, travelled with someone else, used a different route, or avoided using a type of transport, but more likely to say that they only take necessities with them (11 per cent of 65-year-olds and over vs. five per cent all Londoners) (see table for figures) [9].Precautions taken (2013) [9]% All 65+Base (all who take precautions) (1,679) (381)Sat near to other people 47 37Travelled with someone else 31 24Look after my belongings 30 35Travel at a different time of day 23 20Used a different route 21 10Avoided using that type of transport

16 9

Stay aware/vigilant 12 14Only take necessities with me 5 11Carry a personal alarm 4 6

In terms of actual experiences, the proportion of older Londoners who have felt worried about their personal security when using



Older People

public transport in the past three months is considerably lower than the average across all Londoners (eight per cent 65-year-olds or over vs. 18 per cent all Londoners) [9].



Older People

Older Londoners that have experienced a worrying incident in the three months prior to being surveyed were much more likely to have experienced this during day than at night (65 per cent of the most recent episodes of worry were experienced in the daytime compared with 41 per cent among all Londoners who have experienced a worrying incident) [9].Those who have felt worried about their personal security when using public transport in the last three months were asked on which type of transport they experienced this event. The types of transport where older Londoners experience worrying events are similar to the patterns experienced by all Londoners (51 per cent of the most recent worrying experiences by 65- year-olds and over were on the bus, 31 per cent Tube, and 15 per cent train) [9].Crime and antisocial behaviour concerns affect the frequency of travel on the Tube, bus or National Rail ‘a little’ or ‘a lot’ for just slightly more than half of Londoners (56 per cent). The frequency of public transport use is affected ‘a little’ or ‘a lot’ for a lesser proportion of older Londoners (42 per cent of 65-year-olds and over) than all Londoners (56 per cent) [9].Proportion of Londoners for whom concerns over crime/antisocial behaviour affect the frequency of their public transport use ‘a lot/a little’ (2013) [9]% All 65+Base (4,122) (1,136)Overall: During the day/after darkUnderground/buses/National Rail 56 42

During the day:Underground/buses/National Rail 26 19Underground 17 13Buses 20 13National Rail 12 8

After dark:Underground/buses/National Rail 53 37Underground 41 31Buses 46 29National Rail 32 21



Older People

Customer satisfactionOverall satisfactionOverall satisfaction with various transport types in London is measured on an 11-point scale, with 10 representing extremely satisfied and zero representing extremely dissatisfied (this is then scaled up to 100). For all of the transport types listed below, Londoners aged 65 and over give higher overall satisfaction mean scores than all Londoners. TfL has standardised satisfaction ratings which are shown in the table below. This allows TfL to apply consistent analysis across a wide range of satisfaction research. Average rating Level of satisfactionUnder 50 Very low/weak/poor50-54 Low/weak/poor55-64 Fairly/relatively/quite low/weak/poor65-69 Fair/reasonable70-79 Fairly/relatively/quite good80-84 Good or fairly high85-90 Very good or high90+ Excellent or very high



Older People

Overall satisfaction with transport types – all customers (2013/14) [10]Satisfaction score (0-100) All 65+

Bus services:Base (14,990) (2,928)Satisfaction score 83 89Bus stations:Base (3,699) (296)Satisfaction score 77 83Underground:Base (17,684) (1,320)Satisfaction score 83 87DLR:Base (13,284) (347)Satisfaction score 87 93Overground:Base (5,580) (145)Satisfaction score 82 89Dial-a-Ride:Base (2,163) (1,833)Satisfaction score 92 93Tram:Base (4,474) (914)Satisfaction score 89 94Victoria Coach Station:Base (1,239) (123)Satisfaction score 79 84London River Services:Base (1,600) (125)Satisfaction score 89 92Black cab:Base (582) (56)Satisfaction score 83 88Woolwich Ferry:Base (1,555) (66)Satisfaction score 80 88Satisfaction not shown for minicabs (PHV) and Night buses due to small base sizes.



Older People

BusOverall satisfaction among bus users aged 65 and over is rated very good or high at 89 out of 100 (compared to 83 out of 100 for customers overall) [10].Overall satisfaction with buses over time is consistently high among customers aged 65 and over, and satisfaction levels are higher than those given by customers overall [10].Overall satisfaction with buses over time [10]

2002

/03

2003

/04

2004

/05

2005

/06

2006

/07

2007

/08

2008

/09

2009

/10

2010

/11

2011

/12

2012

/13

2013

/140

10

20

30

40

50

60

70

80

90

100

76 77 78 78 77 79 80 79 80 80 82 8382 83 86 85 84 84 85 87 85 87 88 89

All customers Customers aged 65+



Older People

Satisfaction with the value for money of bus services is also high among older customers and receives a score of 85 out of 100 compared with 71 out of 100 from all customers [10]. It is worth noting that older Londoners are generally entitled to free travel on the bus and as such the base size for satisfaction with value for money scores is lower than for overall satisfaction.Satisfaction with value for money with bus over time [10]

2002

/03

2003

/04

2004

/05

2005

/06

2006

/07

2007

/08

2008

/09

2009

/10

2010

/11

2011

/12

2012

/13

2013

/140

10

20

30

40

50

60

70

80

90

100

78 7772 72 71 74 74 73

69 66 68 71

84 8780

84 86 87

73

82 85

75

9085


There are some differences in satisfaction with safety and security on buses, with customers aged 65 and over being more satisfied on average than customers overall; safety and security at the stop (89 out of 100 for 65-year-olds and over vs. 84 out of 100 for all customers) and on the bus (91 out of 100 for those aged 65 and over vs. 88 out of 100 for all customers) [10].



Older People

Drivers of satisfactionAnalysis of what leads to satisfaction among bus users shows that customers aged 65 and over are impacted by journey times, time waited to catch the bus and safety and security issues [10].Drivers of satisfaction for bus users [10]All customers 65-74 75+ Journey time Length of journey time Value for moneyTime waited to catch bus Time waited to catch bus Safety and security on

busSafety and security on bus Interior information Time waited to catch busComfort inside the bus Comfort inside the bus Interior condition of busEase of boarding and alighting

Safety and security at stops and shelters Bus on time

TubeCustomers aged 65 and over who use the Tube rate it very good/high for overall satisfaction (87 out of 100), a result which is higher than customers overall (83 out of 100) [10].Overall satisfaction scores for the last 10 years show that people aged 65 and over are consistently more satisfied with the Tube than customers overall [10].Overall satisfaction with the Tube over time [10]

2002

/03

2003

/04

2004

/05

2005

/06

2006

/07

2007

/08

2008

/09

2009

/10

2010

/11

2011

/12

2012

/13

2013

/140

10

20

30

40

50

60

70

80

90

100

75 76 78 78 76 77 79 79 79 80 83 83

84 87 89 87 85 8387 87 86 85

90 87




Older People

As with overall satisfaction, satisfaction with value for money is consistently higher among customers aged 65 and over than customers overall (90 out of 100 among 65-year-olds and over vs. 67 out of 100 all customers) [10].Satisfaction with value for money with the Tube over time [10]

2002

/03

2003

/04

2004

/05

2005

/06

2006

/07

2007

/08

2008

/09

2009

/10

2010

/11

2011

/12

2012

/13

2013

/140

10

20

30

40

50

60

70

80

90

100

63 64 62 62 61 63 65 67 65 6266 67

88 89 89 87 88 87 90 89 89 90 91 90


Drivers of satisfactionAnalysis of what factors drive satisfaction among Tube users shows that for customers aged 65 and over, ease of making journeys, length of time waiting for the train and length of journey time are all important. These factors are very similar to the drivers for all Londoners. The table below shows the top drivers of satisfaction for customers overall and customers aged 65 and over [10].Drivers of satisfaction for Tube users [10]All customers 65+ Ease of making journey Ease of making journeyComfort of journey Length of time waiting for trainLength of journey time Length of journey timeLength of time waiting for train Comfort of journeyTrain crowding Train crowding



Older People

OvergroundAs with other types of transport, customers aged 65 and over rate the Overground as very good/high on average (89 out of 100); this is higher than the proportion of customers overall (82 out of 100) [10].Older customers are more satisfied with value for money on the Overground than customers overall (90 out of 100 among customers aged 65 or over vs. 71 out of 100 all customers) [10].Drivers of satisfactionAnalysis of what leads to satisfaction among Overground users shows that for customers aged 65 and over, ease of making the journey, availability of train staff and personal safety at the stations are important drivers. The table below shows the top drivers of satisfaction for customers overall and customers aged 65 and over [10].Drivers of satisfaction for Overground users [10]All customers 65+ Ease of making journey Ease of making journeyInformation about service disruptions at the station Availability of train staffTrain running on time Personal safety at stationComfort of this train Comfort while waiting for trainInformation about service disruption on the train

Information about service disruptions at the station



Older People

DLRDLR overall satisfaction is rated very high among customers aged 65 and over and is higher than customers overall (93 out of 100 among customers aged 65 and over vs. 87 out of 100 all customers) [10]. Older customers are more satisfied with value for money on the DLR than customers overall (93 out of 100 among customers aged 65 and over vs. 75 out of 100 all customers) [10]. Dial-a-RideOlder customers who use the DaR service rate it excellent, giving the service an overall satisfaction score of 93 out of 100 [10].

Average (0-100)

65+ 65-69 70-79 80-89 90+

Base (1,833) (118) (493) (926) (296)Overall

satisfaction 93 91 92 93 94

Satisfaction with various measures relating to DaR is excellent, with cleanliness scoring 94 out of 100 and helpfulness and courtesy of the driver scoring 95 out of 100 [10].



Older People

StreetsAlthough older Londoners give higher satisfaction ratings than all Londoners on the various types of transport, older Londoners are less satisfied when it comes to their last walking journey made on London’s streets. Fifty-nine per cent of Londoners aged 65 and over were satisfied with the streets and pavements after their last journey made on foot compared to 68 per cent of all Londoners. A similar pattern is observed for car drivers, 52 per cent of Londoners aged 65 or over are satisfied with their last car journey compared with 61 per cent of all Londoners [27]. Overall satisfaction with streets and pavement after last journey (2014)

[27]Net fairly satisfied/very satisfied (%) All 65+

Walking journeyBase (973) (266)Net: Fairly satisfied/very satisfied 68 59

Car journeyBase (857) (219)Net: Fairly satisfied/very satisfied 61 52

Cycle journeyBase (326) (55^)Net: Fairly satisfied/very satisfied 54 45* Caution small base size.



Older People

Transport for London Road NetworkSatisfaction with the TLRN is reasonable to fairly good. Older users of the TLRN give a score of 71 out of 100 for walking, 72 out of 100 for travelling by bus on red routes and 70 out of 100 for driving. Satisfaction levels tend to be slightly higher among 65-year-olds and over for the TLRN than for all customers [10].Overall satisfaction – general impression of red routes (2012/13) [10]% All 65+Walking;Base (1,045) (125)CSS out of 100 70 71

Travelling by bus;Base (533) (86)CSS out of 100 70 72

Driving;Base (934) (122)CSS out of 100 67 70

Cycling:Base (310) (153)CSS out of 100 69 68



Older People

Access to informationAccess to the internetNote: Data on use of the internet and mobile devices is presented for each equality area. Analysis of older Londoners’ use of the internet is undertaken using a combined dataset – for some equality areas analysis is undertaken using the most up-to-date quarter (April 2014), however, due to sample size limitations a combined dataset is required.

Londoners aged 65 and over are less likely to access the internet than all Londoners (58 per cent vs. 90 per cent). The proportion of Londoners accessing the internet drops considerably as people get older, with only 30 per cent of 80-year-olds and over accessing the internet [36]. Fifty-seven per cent of older Londoners aged 65 or older access the internet at home, 12 per cent access it ‘on the move’ and seven per cent at work [36].Use of the internet (Jan 2012–Oct 2013) [36]% All

Londoners

65+ 65-69 70-79 80+

Base (4,029) (1,096) (397) (483) (216)Any access 90 58 77 55 30Access at home 88 57 75 54 29Access ‘on the move’

56 12 22 8 2

Access at work 53 7 14 5 -

The top reasons for using the internet are broadly the same for older Londoners and all Londoners, though usage is slightly lower. The main reasons for use include: Email (90 per cent Londoners aged 65 or over vs. 94 per cent

Londoners overall) Finding and sourcing information (88 per cent vs. 90 per cent overall) Accessing live travel information (70 per cent vs. 76 per cent overall) Buying goods and services (71 per cent vs. 83 per cent overall) Maps and directions (57 per cent vs. 64 per cent overall) [36]Londoners aged 65 and over who use the internet are less likely to use social media than all Londoners, for example, access to Facebook is lower among internet users aged 65 and over than all Londoners (68 per cent vs. 82 per cent all Londoners) as is use of Twitter (seven per cent among 65-year-olds and over vs. 31 per cent all Londoners) [36].



Older People

Device usage and behaviourOnly 16 per cent of Londoners aged 65 and over use a smartphone compared to 67 per cent of all Londoners. Twenty-eight per cent of 65- to 69-year-olds use a smartphone, dropping to four per cent among Londoners aged 80 and over [36]. Proportion of Londoners who use a smartphone (iPhone, BlackBerry, other) (Jan 2012–Oct 2013) [36]% All 65+ 65-69 70-79 80+Base (4,029) (1,096) (397) (483) (216)Uses a smartphone 67 16 28 12 4

Ownership of mobile devices is generally lower among Londoners aged 65 and over than all Londoners with the exception of standard mobile phones (58 per cent of 65-year-olds or over use one vs. 32 per cent all Londoners). Seven per cent use a tablet computer (compared to 24 per cent of all

Londoners) Use of apps is lower among Londoners aged 65 and over who have a

mobile device compared to younger age groups (21 per cent vs. 87 per cent of 16- to -24-year-olds) [36]

Using the TfL websiteUse of the TfL website is lower among older Londoners than all Londoners. Forty one per cent of Londoners aged 65 and over use the TfL website, compared with 76 per cent of all Londoners. As with internet access statistics, the proportion of 65- to 69-year-olds accessing the site is higher than Londoners from older age groups (59 per cent of those aged 60-69 vs. 37 per cent of 70- to 79-year-olds vs. 17 per cent of 80-year-olds and over) [36].Proportion of Londoners who use www.tfl.gov.uk (Jan 2012–Oct 2013)

[36]% All 65+ 65-69 70-79 80+

Base (4,029)

(1,096)

(397) (483) (216)

Uses TfL website 76 41 59 37 17



Older People

In-line with the lower use of the TfL website among older Londoners, users aged 65 and over tend to visit the website less frequently than all users. Only seven per cent of Londoners aged 65 or over use the TfL website three to four times a week or daily, compared with 30 per cent of all Londoners [36].Frequency of visiting the TfL website (Jan 2012–Oct 2013) [36]% All 65+Base (4,029) (1,096)Any 76 41Daily 9 1Up to 3-4 times a week 21 6Up to 3-4 times a month 20 11About once a month 14 11Less than once a month 12 13Never 23 57

Older users of the TfL website are less likely than all users to use the website to plan a journey (65 per cent website visitors aged 65 and over vs. 70 per cent all website visitors), do something in relation to Oyster cards (12 per cent website visitors aged 65 and over vs. 20 per cent all website visitors) or find out about cycling (one per cent website visitors aged 65 and over vs. three per cent all website visitors) [31].Main purpose of today’s visit to the TfL website (2013) [31]% All 65+Base (28,278) (2,177)Using Journey Planner to plan a route 68 63Finding out live travel information 30 32Finding out about planned works or closures 24 30Doing something related to Oyster cards or other tickets 20 12Finding a map 15 16Doing something related to Congestion Charge 4 5Finding out about cycling 3 1Finding out about roads or driving 2 3Other 4 5

The TfL website has recently been updated and customer satisfaction results are not yet available for the new website.



Older People

Accessing travel information in the event of travel disruptionOlder Londoners are less likely than all Londoners to obtain information about problems or delays encountered during their journey (65 per cent of Londoners aged 65 or older would do this vs. 82 per cent all Londoners) [29].Older Londoners are less likely than all Londoners to access travel information from the TfL website, 15 per cent of Londoners aged 65 or over say they would do this, compared with 44 per cent of all Londoners [29].



Older People

Working together

Sub-regional mobility forums (SRMF)Building on the Mayor’s Transport Strategy and Accessibility Implementation Plan and TfL’s Single Equality Scheme (published in 2012), TfL has established sub-regional mobility forums in each of the five sub-regions established in the Mayor’s transport plan.

To test the feasibility of such forums, TfL set up pilot schemes in two of the sub-regions (South and Central) and ran them on a pilot basis throughout 2013.

The boroughs helped identify older and disabled representatives to participate in each forum which is chaired by a member of TfL’s Independent Disability Advisory Group (IDAG).

The purpose of the forums is to establish an effective working relationship to meet the needs and aspirations of TfL, disabled and older people who attend the meetings and borough representatives. They also provide a platform for dialogue on strategic travel and the transport issues impacting on older and disabled people across each sub-region.

The SRMF are not intended to replace local mobility forums where they exist or replace any formal consultation TfL should undertake across the business; they provide TfL with an opportunity to seek the views of older and disabled Londoners on many travel and transport initiatives planned across the network.

The pilots were a success and TfL is currently rolling out the forums to the remaining sub-regions (North, East and West). Key issues raised to date from the South and Central regions include:

Pedestrian environment, for example, crossings, roads, pavements How investment in cycling infrastructure is having a negative impact

on the needs of pedestrians Signage and Legible London wayfinding Step-free access on the Underground and Overground Staff training (bus and rail station staff) Intergenerational issues Travel information ‘on the move’ Bus and bus stop design Wheelchair priority area on buses



Younger People

Summary: Younger peopleKey findings Younger Londoners under the age of 25 make up 32 per cent of the

Capital’s population. Among BAME Londoners, 41 per cent are under 25 [2]

Londoners aged under 25 make less weekday trips than Londoners overall (2.35 vs. 2.68 for all Londoners) [7]

Walking is the most commonly used type of transport by younger Londoners (99 per cent aged 24 and under walk at least once a week vs. 96 per cent all Londoners) [7]

Younger Londoners cite the same main barriers to greater public transport use as all Londoners; overcrowding and cost [9]

Those aged16-24 are more likely than average to have experienced a recent worrying episode on public transport [9]

Younger Londoners’ satisfaction with public transport is in-line with that given by Londoners as a whole [10]

Younger Londoners are more likely to own a smartphone than Londoners overall (88 per cent vs. 67 per cent) [36]

Transport for London – Younger People 145


Younger People

Research with younger peopleResearch presented in this chapter includes a range of age groups, the specific age ranges covered for each data source is noted.This chapter focuses on Londoners under the age of 25. However, travel patterns and priorities vary considerably within this age group as school stage and the desire for independence change [51].Profile of younger LondonersLondoners aged under 25 make up 32 per cent of the population, 20 per cent are aged 15 or under, and 12 per cent are aged between 16 and 24 [2].Within this younger age group (under 25) the proportion of boys/men and girls/women are practically equal, 49 per cent are girls/women [2].Younger Londoners are more likely to be from a BAME group than all Londoners. Fifty-four per cent of 0- to 15-year-olds and 48 per cent of 16- to 24-year-olds are from a BAME group [2].Younger people are more likely to be in education (53 per cent of 16- to 24-year-olds) and less likely to be in full or part-time employment than all Londoners (32 per cent of 16- to 24-year-olds in work vs. 57 per cent of all Londoners) [7].



Younger People

Transport behaviourYounger Londoners tend to make fewer trips than all Londoners on an average weekday (2.35 among Londoners under 25 vs. 2.68 all Londoners) [7]. Walking is the most commonly used type of transport for younger

Londoners, with 99 per cent aged 24 and under walking at least once a week [7]

The bus is the next most commonly used transport type for younger Londoners. Among Londoners aged 11-15, 77 per cent use the bus at least once a week, higher than the 61 per cent of all Londoners [7]

Travelling as a car passenger is a frequently used method of transport for younger Londoners, especially for under 16s (78 per cent of 5- to 10-year-olds and 76 per cent of 11- to 15-year-olds are car passengers at least once a week) [7]

Londoners under the age of 25 are less likely than Londoners overall to use the Tube (33 per cent under 25 vs. 38 per cent all Londoners) and National Rail (14 per cent vs. 17 per cent) at least once a week. However, among 16- to 24-year-olds use of the Tube (52 per cent) and National Rail (23 per cent) is higher than across all under 25-year-olds [7]

Thirty-nine per cent of journeys made by Londoners under the age of 25 are for education compared with 18 per cent for Londoners overall [7]

Among 16- to 24-year-olds, the proportion travelling for work reasons is lower than that of all Londoners (22 per cent vs. 27 per cent all Londoners) [7]

Younger Londoners are much more likely than all Londoners to possess a pass or card which entitles them to free or reduced travel (31 per cent aged under 25 possess a free Bus Pass vs. 11 per cent all Londoners). This is particularly high for 11- to 15year-olds (79 per cent possess a free Bus Pass) [7]

The most common way to travel to school is to walk. Forty-eight per cent of people aged under 16 walk to school at least once a week; this rises to 57 per cent for young people aged 10 and under [7]. Younger age groups tend to live closer to school, with 5- to 10-year-olds travelling 1.7 miles on average to reach school compared to 3.3 miles for 11- to 16-year-olds [52].BarriersOvercrowding and cost are the two most common barriers to greater public transport use cited by younger Londoners, this is in common with all Londoners (62 per cent of 16- to 24-year-olds say overcrowded services are a barrier, 59 per cent cost of tickets). [9].While fewer younger Londoners cite concerns over crime and antisocial behaviour as a general barrier to greater use of public transport, they are more likely than Londoners overall to have felt



Younger People

worried about their personal security when using public transport in the past three months (23 per cent 16- to 24-year-olds vs. 18 per cent all Londoners) [9].

Younger Londoners that have experienced a worrying incident in the three months prior to being surveyed were much more likely to have experienced this during night-time (75 per cent of the most recent episodes of worry were experienced at night compared with 58 per cent among all Londoners that have experienced a worrying incident) [9].Customer satisfactionLevels of satisfaction among 16- to 24-year-old customers on the transport network are in-line with all customers scores with very few differences in the satisfaction levels observed [10]. Overall satisfaction with the bus is good at 81 out 100. The key drivers

of overall satisfaction are how long the journey took and the comfort inside the bus [10]

Tube satisfaction is fairly high at 82 out of 100 and has remained steady over the past five years. Satisfaction among Tube users is largely driven by journey time, comfort of journey and ease of making journeys [6]

Satisfaction with value for money is consistently lower than overall satisfaction for all transport types [10]

Access to informationAccess to the internet is almost universal among young Londoners (99 per cent of 16- to 24-year-olds access the internet vs. 90 per cent of Londoners overall). The use of smartphones among Londoners aged 16-24 is very high (88 per cent vs. 67 per cent all Londoners) [36]. Among Londoners aged 16-24 who use a mobile device, 68 per cent claim to access the TfL website using their device compared to 66 per cent of all Londoners [36].



Younger People

IntroductionFor many younger people, travel represents a gateway to adulthood, enabling independence, socialisation and a recognition of maturity. Children may be accessing transport with an adult, but as Londoners get older they start to transition to travelling with friends and ultimately alone [51].Combined with the high proportion of younger people in education rather than employment this means travel patterns can differ from the wider London population.Throughout this chapter, a focus is placed on Londoners under the age of 25. Where possible, data is broken down to reveal differences by those aged 5-10, 11-15 and 16-24. In some cases, data is not available to provide this breakdown and therefore age groups are shown as close to this breakdown as possible.It should be noted that the differences highlighted between young people in this chapter may well be influenced by a number of factors other than age, with gender, income, working status and education all affecting perceptions towards travel in London and travel behaviour.Market research best practice imposes a number of limitations when interviewing people under the age of 16, while some surveys do include this audience (after parental permission is gained) many limit themselves to those aged 16 or over. Throughout the report the ages covered by each data point are noted Please note that LTDS data does not include results from children

under five years old



Younger People

Profile of younger LondonersThirty-two per cent of the London population is aged 24 or under; 20 per cent are 15 and under, and 12 per cent between 16 and 24 [2].Age profile of Londoners (2011 Census) [2]

% 2011 CensusProportion who

are girls/women

0-4 7 495-9 6 4910-15 7 4916-24 12 5025-64 57 5065+ 11 56

While for Londoners in older age groups there is a higher proportion of women than men, in younger age groups the proportions are more in-line, with 49 per cent of Londoners aged under 25 being girls or women and 51 per cent being boys or men [2]. The main differences between all Londoners and younger Londoners relate to ethnicity, working status and disability levels. Among younger Londoners (aged under 25), 51 per cent are from a BAME group compared with 40 per cent of all Londoners. With each progressively younger age group, the proportion of BAME Londoners increases [2].While 10 per cent of all Londoners self-define themselves as disabled, the figure for Londoners aged under 25 is three per cent [7].Within this document there are two main sources of demographic data, the Office for National Statistics 2011 Census and the London Travel Demand Survey. The following table shows the demographic breakdown of Londoners recorded in the LTDS.



Younger People

LTDS demographic profile of younger Londoners (2012/13) [7]% All

Londoners

Aged 24 & under

5-10 11-15 16-24

Base (15,965) (4,330) (1,370) (1,010) (1,950)GenderMen 49 51 50 53 50Women 51 49 50 48 50

EthnicityWhite 62 52 47 51 54BAME 37 48 53 49 45

Household incomeLess than £9,999 18 21 22 16 22£10,000–£19,999 19 20 19 22 21£20,000–£34,999 19 19 19 20 18£35,000–£49,999 14 13 14 12 13£50,000–£74,999 15 13 11 14 13£75,000+ 15 15 15 16 14

Working status*Working full-time 47 26Working part-time 10 6Student 10 53Retired 16 -Not working 17 15

DisabledYes 10 3 2 3 3No 90 97 98 97 97

Impairment affects travelYes 9 3 2 3 3No 91 97 98 97 97*Note that LTDS data excludes children aged under five and working status does not include under 16s.

In the LTDS table above ‘disabled’ is defined as having a physical or mental impairment that has a ‘substantial’ and ‘long-term’ negative effect on an individual’s ability to do normal daily activities (defined under the Equality Act 2010). ‘Impairment affects travel’ is the proportion who have a physical or mental impairment which affects their ability to travel.



Younger People

EthnicityOne of the largest differences in the profile of younger Londoners compared with all Londoners is in terms of ethnicity. This is particularly evident for Londoners under 16; 54 per cent of Londoners in this age group belong to a BAME ethnic group [2].Children aged 0-15 are considerably more likely to be from the African ethnic group than all Londoners; 11 per cent of children aged 0-15 living in London are from the African ethnic group compared with seven per cent of all Londoners [2].Ethnicity by age [2]

Age groupEthnic group % All 0-15 16-24 0-24White: Total 60 46 53 49English/Welsh/Scottish/Northern Irish/British 45 36 41 38Irish 2 1 1 1Gypsy or Irish Traveller - - - -Other white 13 9 11 10Black/African/Caribbean/black British: Total 13 19 15 17African 7 11 8 10Caribbean 4 4 4 4Other black 2 4 2 3Asian/Asian British: Total 18 20 22 21Indian 7 5 7 6Pakistani 3 4 4 4Bangladeshi 3 4 4 4Chinese 2 1 3 2Other Asian 5 5 5 5Mixed/multiple ethnic group: Total 5 11 7 9White and black Caribbean 1 3 2 3White and black African 1 2 1 1White and Asian 1 3 2 2Other Mixed 1 3 2 2Other ethnic group: Total 3 4 4 4Arab 1 2 2 2Any other ethnic group 2 2 2 2



Younger People

Employment and incomeAccording to the LTDS, 53 per cent of 16- to 24-year-old Londoners are students, 25 per cent employed full-time and seven per cent employed part-time [7]. Data from the Census shows a similar proportion of younger Londoners employed full-time, however, more part-time and economically inactive Londoners than data from LTDS [2]; this is likely to be due to the different definition of employment status and economic activity between the two datasets.Census economic activity among Londoners aged 16+ [2]% All Londoners 16-24 Full-time employment 46 26Part-time employment 16 18Unemployed 6 12Economically inactive 33 44

Younger Londoners are marginally more likely to have a lower household income than all Londoners. Among Londoners aged under 25, 41 per cent have a household income less than £20,000, compared to 37 per cent of all Londoners [7].London boroughsThe boroughs with the highest proportion of younger residents are:London boroughs with the highest proportion of younger residents [7]

Borough % of younger residents

Newham 39Barking and Dagenham 38Tower Hamlets 37Greenwich 35Enfield 35*Note that LTDS data excludes children aged under five.

The boroughs with the lowest proportion of younger residents are:London boroughs with the lowest proportion of younger residents [7]

Borough % of younger residents

City of London 18Kensington and Chelsea 26Westminster 27Richmond upon Thames 28Wandsworth 28*Note that LTDS data excludes children aged under five.



Younger People

Travel behaviourYounger Londoners tend to make fewer trips per weekday than Londoners overall. Londoners aged 16-24 make an average of 2.39 weekday trips compared to 2.68 trips per weekday made by all Londoners.Looking further at each age group: Those aged 5-10 make an average of 2.34 trips per weekday Those aged 11-15, 2.30 Those aged 16-24, 2.39 All Londoners 2.68 [7]Transport types usedWalking is the most common type of transport used by younger Londoners (aged under 25); almost all (99 per cent) walk at least once a week [7].After walking, travelling by bus is the most common transport option for all Londoners and for younger Londoners; 61 per cent of all Londoners use the bus at least once a week compared with 69 per cent of Londoners under 25. Bus use among 16- to 24-year-olds is higher with 78 per cent using the bus each week [7].Travelling by car as a passenger decreases as younger Londoners achieve greater independence. More than three-quarters of Londoners aged under 16 (77 per cent) travel by car as a passenger each week compared with 53 per cent of Londoners between the age of 16 and 24 [7].For both National Rail and the Underground, higher proportions of 16- to 24-year-olds use these types of transport at least once a week than all Londoners. For National Rail, 17 per cent of all Londoners use the service at least once week compared to 23 per cent for Londoners aged 16-24. For the Underground, 38 per cent of all Londoners use the service at least once a week compared to 52 per cent of 16- to 24-year-old Londoners [7].



Younger People


% All Aged 24 & under 5-10 11-15 16-24

Base (15,965) (4,330) (1,370) (1,010) (1,950)Walking 96 99 99 99 98Bus 61 69 46 77 78Car (as a passenger) 47 65 78 76 53Car (as a driver) 39 9 0 0 17Tube 38 33 11 17 52National Rail 17 14 3 8 23Overground 8 8 3 4 12Other taxi/minicab (PHV) 7 7 5 3 10London taxi/black cab 4 2 1 0 3DLR 4 4 1 2 7Tram (Croydon Tramlink) 2 2 2 2 3Motorbike 1 - - - 1*Note that LTDS data excludes children aged under five.

Where there is more detailed information on individual types of transport, a sub-section is included below.WalkingAlmost all Londoners walk at least once a week. Younger Londoners are more likely to walk at least once a week than Londoners overall (99 per cent younger Londoners vs. 96 per cent all Londoners) [7].Frequency of walking (2012/13) [7]

% All Aged 24 & under 5-10 11-15 16-24

Base (15,965) (4,330) (1,370) (1,010) (1,950)5 or more days a week 83 91 91 94 903 or 4 days a week 6 3 3 2 42 days a week 4 2 3 2 21 day a week 3 2 2 1 2At least once a fortnight 1 - - - -At least once a month 1 - - - 1At least once a year 1 - - - -Not used in last year 1 - - - -Never used - - - - -*Note that LTDS data excludes children aged under five.



Younger People

The most common reason behind younger Londoners (aged 16-24) making journeys on foot is to complete small errands (80 per cent) or as part of a longer journey (79 per cent). Younger Londoners (aged 16-24) are more likely than all Londoners to walk as a means of getting to work, school or college (65 per cent of 16- to 24-year-old Londoners vs. 45 per cent all Londoners) [13].

Walking at least once a week by purpose of journey (2014) [13]% who walk at least once a week to…

All 16-24

Base (1,000) (70)Walk…To complete small errands such as getting a newspaper or posting a letter

86 80

As part of a longer journey 73 79To visit pubs/restaurants/cinemas and other social places 48 56To visit friends and relatives 45 56To get to work/school/college 45 65To take a child to school 18 12

BusRegular bus use is high among younger Londoners, 78 per cent of 16- to 24-year-old Londoners use the bus at least once a week [7]. For some young people in London, the bus offers a more social form of transport (while not being as expensive as other social types of transport such as the Tube) [51]. ‘We like to get the bus because you can catch up and have a good chat.’ (Girl, 15 years old) ‘We just like hanging out with our friends on the back of the bus.’ (Boy, 15 years old) [51]Frequency of travelling by bus (2012/13) [7]

% All Aged 24 & under 5-10 11-15 16-24

Base (15,965) (4,330) (1,370) (1,010) (1,950)5 or more days a week 28 36 13 50 433 or 4 days a week 12 11 6 8 152 days a week 11 11 12 9 121 day a week 10 11 15 10 8At least once a fortnight 5 5 6 4 4At least once a month 10 10 15 8 7At least once a year 13 11 22 10 6



Younger People

Not used in last year 8 4 5 1 3Never used 2 2 5 1 1*Note that LTDS data excludes children aged under five.

CarTravelling as a passenger in a car is common among younger Londoners. Almost two thirds (65 per cent) travel this way at least once a week. Travelling by car as a passenger is much more frequent among Londoners under the age of 16; 77 per cent of Londoners aged between five and 15 are car passengers at least once a week [7].Thirty-one per cent of Londoners aged 16-24 hold a full driving licence; this compares to 54 per cent of all Londoners [7]. Proportion of Londoners aged 16 and over with a full car driving licence (2012/13) [7]% All 16-24 25+Base (15,965) (1,950) (11,635)Holds a full car driving licence

54 31 69

*Note that LTDS data excludes under 16s.

Younger Londoners are marginally less likely to live in a household with access to a car compared to all Londoners (55 per cent of 16- to 24-year-olds vs. 65 per cent all Londoners). [7].Proportion of Londoners in a household with access to a car (2012/13) [7]% All 16-24Base (15,965) (1,950)0 cars 35 451 car 44 332+ cars 20 23*Note that LTDS data excludes children aged under five.



Younger People

TubeThirty-three per cent of younger Londoners use the Tube at least once a week, which is lower than the proportion for all Londoners (38 per cent). Among younger Londoners, 16- to 24-year-olds are the most likely to use the Tube at least once a week (52 per cent 16- to 24-year-olds use the Tube at least once a week vs. 17 per cent 11- to 15-year-olds and 11 per cent 5- to 10-year-olds) [7].Frequency of travelling by Tube (2012/13) [7]

% All Aged 24 & under 5-10 11-15 16-24

Base (15,965) (4,330) (1,370) (1,010) (1,950)5 or more days a week 15 12 1 4 213 or 4 days a week 6 6 1 2 102 days a week 8 6 2 3 91 day a week 9 9 7 7 12At least once a fortnight 8 8 6 8 9At least once a month 15 17 16 23 15At least once a year 24 29 46 38 16Not used in last year 10 7 8 9 5Never used 4 6 13 5 3*Note that LTDS data excludes children aged under five.

CyclingThe same proportion of younger Londoners (aged 16-24) as all Londoners sometimes cycle in London; 19 per cent of 16- to 24-year-olds sometimes use a bicycle to get around London. Fourteen per cent of younger Londoners cycle regularly (at least once a week) in London [11].Proportion of Londoners who cycle (2014) [11]% All 16-24Base (1,364) (123)Cyclist (sometimes uses a bike to get around London) 19 19Non-cyclist (never uses a bike to get around London) 81 81

Cycling appeals more to children than to adults with children aged 10-15 giving cycling a mean score of 3.9 (where five is very appealing and one is very unappealing) compared to a mean score of three by adults [50].



Younger People

Appeal of travel types – mean scores (very appealing = five, very unappealing = one) (2008) [53]Mean score (1-5) Adults 10-15 Base (1,002) (57)Walking 4.2 4.0Car 3.4 3.8Train 3.5 3.7Bus 3.2 3.4Tube 2.9 3.2Cycling 3.0 3.9

Most Londoners know how to ride a bike and the proportion of younger Londoners aged 16-24 who are able to ride a bicycle is equally high (87 per cent of 16- to 24-year-olds can ride a bicycle) [11].Proportion of Londoners able to ride a bike (2014) [11]% All 16-24Base (1,364

) (123)Can ride a bike 84 87Cannot ride a bike 15 13

Children aged 10-15 are more likely than their parents to cycle and feel positively towards it, have had cycle training and be willing to consider cycling more [53].



Younger People

TfL has developed a behavioural model to look at Londoners’ readiness to cycle or cycle more. Seventy per cent of Londoners self-classified as being in the pre-contemplation category (defined in the table); younger Londoners are equally likely to be in the pre-contemplation stage as the all Londoner average (70 per cent) [11].A similar proportion of 16- to 24-year-olds to all Londoners (14 per cent vs. 15 per cent all Londoners) are classified as being in the ‘sustained change’ category, meaning that they started cycling a while ago and are still doing it occasionally or regularly [11].Behaviour model of cycling (2014) [11]% All 16-24Base (all) (1,36

4)(123)

Pre-contemplation:‘You have never thought about it, but would be unlikely to start in the future’‘You have thought about it, but don’t intend starting in the future’‘You have never thought about it, but could be open to it in the future’

70 70


8 7


1 -

Change:‘You have tried to start recently, but am finding it difficult’ ‘You have started recently and am finding it quite easy so far’

1 1

Sustained change:‘You started a while ago and am still doing it occasionally’ ‘You started a while ago and am still doing it regularly’

15 14

Lapsed:‘You started doing this but couldn’t stick to it’

6 7

Among younger people who do not cycle, there are a number of perceived barriers. For some 16- to 19-year-olds, cycling is strongly associated with childhood and therefore they are keen to distance themselves from this youthful association. For others, using a bike to travel can limit spontaneity and is less social than other transport types such as the bus. Other possible barriers focus on the cost of buying and maintaining a bike, and the possibility of getting dirty/messing up clothing and hair through cycling [54].Cycling schemesMost Londoners aged between 16 and 24 are aware of Barclays Cycle Hire (79 per cent), a similar proportion to all Londoners (83 per cent) [11].



Younger People

Thirty-one per cent of casual Barclays Cycle Hire users (defined as not having a Barclays Cycle Hire key) are aged between 16 and 24 and three per cent of members are aged 16-24 [21].Twenty-six per cent of younger Londoners who have not yet hired a Barclays Cycle Hire bike say they are likely to do so in the future, a higher proportion than Londoners overall (14 per cent) [11].Expected use of Barclays Cycle Hire in future (2014) [11]% All 16-24Base (all who have not hired a bicycle yet) (1,20

7)(95)


Awareness of Barclays Cycle Superhighways among younger Londoners is lower than among all Londoners; 37 per cent of Londoners aged 16-24 are aware of the scheme, compared with 50 per cent of all Londoners [11]11.Expected future use of Barclays Cycle Superhighways is higher for younger Londoners (aged 16-24); 22 per cent who have not yet used the scheme say they are likely to do so in the future compared to 15 per cent of all Londoners [11].Expected use of Barclays Cycle Superhighways (2014) [11]% All 16-24Base (all who are aware of the Superhighways but who have not used one)

(436) (103)


In research carried out in 2008, 42 per cent of children aged 10-15 had received cycle training – much higher than the proportion of adults (28 per cent) [53].Cycling educationTfL manages a number of initiatives aimed at encouraging cycling particularly for younger Londoners, these include direct support for education resources such as the Children’s Traffic Club, to supporting cycling initiatives within schools and colleges such as the Junior Travel Ambassadors programme.11 There remains some confusion between Barclays Cycle Superhighways and Barclays Cycle Hire. Once BCSHs are described, 18 per cent who originally reported being aware of BCSH (in the figures above) say they were thinking of something else (28 per cent of 16-24-year-olds).



Younger People

School travel plans are established in at least 95 per cent of London’s schools. The travel plan sets out how the school can encourage safe sustainable travel among the whole school community. Around half of London’s schools have signed up to STAR, the School Travel Accredited and Recognised scheme, which sets out to recognise those schools which actively address the challenges of their travel plan. Seventy-one per cent of participating schools reported that cycling had increased since they participated in the STAR scheme and 86 per cent said that walking had increased. Most schools put this down to the STAR programme at least in part [55].Since 2006, TfL has funded Bike It, an initiative aimed at encouraging cycling within the school environment and Bike It officers now work in more than 100 schools. In Bike It schools, six per cent of journeys to and from school are made by bike compared with three per cent at non-Bike It schools [62].Journey purposeTravel choices are thought to change through two key stages in younger people’s lives. The first transition occurs with the shift from primary to secondary education. Key determinants of travel choices at this stage are to do with independence and peer influence. For many young people, travel enables independence, socialisation and recognition of maturity. Younger Londoners aged between 11 and 15 increasingly travel independently, though they may have limited knowledge of public transport [51].When people reach the age of 16-18, travel becomes less orientated around having fun and is perceived as a means to an end, at which point, practicalities (such as cost and speed of journey) become more important in determining travel choices [51].More than half of the journeys made by Londoners aged between five and 15 are for education related reasons. Shopping and personal business trips are more common among 16- to 24-year-olds than younger Londoners [7].Among Londoners aged between 16-24, 15 per cent of weekday journeys are to travel to and from a usual place of work and a further seven per cent are for other work-related reasons [7].Weekday journey purpose (2012/13) [7]% All Aged

24 & under

5-10 11-15 16-24

Base – all trips by LondonersShopping/personal business 26 18 13 15 22Usual workplace 19 8 0 0 15



Younger People

Leisure 23 27 21 27 29Education 18 39 59 53 23Other work related 8 4 0 1 7Other 7 4 6 4 4*Note that LTDS data excludes children aged under five.



Younger People

Travel to/from schoolThe most common form of transport to and from school among Londoners aged under 16 is walking, 48 per cent of school journeys are made on foot.Walking is more common among children aged between five and 10 than those aged between 11 and 15 (57 per cent among 5- to 10-year-olds vs. 37 per cent among 11- to 15-year-olds) [7].The proportion of younger Londoners using the bus to get to and from school also changes between children aged 5-10 and 11-15; 11 per cent of 5- to 10-year-old Londoners use the bus to travel to and from school compared with 40 per cent of 11- to 15-year-olds [7].The next most common form of transport to and from school is the car (as a passenger), travelling by car is more common for younger children (28 per cent of 5- to 10-year-old Londoners vs. 13 per cent of 11- to 15-year-olds) [7].Main types of travel to school (2012/13) [7]% 5-10 11-15 5-15

Base (1,370) (1,010) (2,380)

Walking 57 37 48Bus 11 40 24Car (as a passenger) 28 13 21Tube 1 3 2National Rail/Overground <1 2 1Cycling 2 1 2*Note that LTDS data excludes children aged under five.

The average length of journey to school increases from 1.7 miles (5- to 10-year-olds) to 3.3 miles (11- to 16-year-olds) [52].Average length of journey to/from school for Londoners (2011) [52]Miles 5-10 11-16 Average length of trip

1.7 3.3



Younger People

Ticket typesYounger Londoners have a variety of ticket options available to them: Under five years old – travel free with a paying adult Five to 10 years old – free travel with a paying adult or free travel with

a 5-10 Zip Oyster photocard Eleven to 15 years old – free travel on buses and trams and child fares

on the Tube, DLR, Overground and some National Rail services with an 11-15 Zip Oyster photocard

Sixteen to 18 years old – half adult PAYG fare rate on bus, Tube, tram, DLR, London Overground and some National Rail services. Child rate Travelcards and bus/tram passes

Age 18+ student – a reduction of 30 per cent against adult rate Travelcards and bus and tram passes

Apprentice – a reduction of 30 per cent against adult rate Travelcards and bus and tram passes

Londoners aged 16-24 are more likely than all Londoners to use an Oyster PAYG card when travelling on the bus (83 per cent vs. 65 per cent), Tube (82 per cent vs. 67 per cent) and train (78 per cent vs. 59 per cent) [24].Tickets and passes used on public transport (October 2013) [24]% All 16-24

Bus:Base (all who use the bus) (878) (62)Oyster PAYG 65 83Freedom Pass (OAP/blind/disabled) 24 2Cash/single/return 1 3Any Travelcard 10 17Any Bus Pass 1 1

Tube:Base (all who use the Underground) (857) (58)Oyster PAYG 67 82Freedom Pass (OAP/blind/disabled) 21 3Cash/single/return 2 -Any Travelcard 14 10

Train: Base (all who use the train) (762) (54)Oyster PAYG 59 78Freedom Pass (OAP/blind/disabled) 21 2Cash/single/return 10 8Any Travelcard 16 26Tickets and passes not shown for DLR or tram due to small base sizes.



Younger People

TravelcardsThe proportion of 16- to 24-year-olds with an Oyster card is 77 per cent – higher than all Londoners (of whom 60 per cent have an Oyster card) [2]. Young people under 16 are considerably less likely to have an Oyster card (36 per cent of 11- to 15-year-olds have one), reflecting the greater opportunities for free or reduced travel for this age group [7].Possession of an Oyster card (2012/13) [7]

% All Aged 24 & under 5-10 11-15 16-24

Base (15,965) (4,330) (1,370) (1,010) (1,950)Have an Oyster card 60 47 2 36 77Do not have an Oyster card

40 53 98 65 23


Note that Oyster card ownership excludes Freedom Passes, Oyster photocards and Zip cards.Possession of passes/cards entitling the holder to free or reduced travel is higher among under 25-year-olds; it is particularly elevated for 11- to 15-year-olds with 79 per cent in possession of a pass or card for free/reduced travel [7].Possession of pass/card entitling free travel/reduced fares (2012/13) [7]

% All Aged 24 & under 5-10 11-15 16-24

Base (15,965) (4,330) (1,370) (1,010) (1,950)Free Bus Pass 11 31 8 79 23Free Tube/rail pass 3 2 4 4 1Reduced Bus Pass 3 5 - 2 10Reduced Tube/rail pass

9 21 1 33 26


This data reflects possession, rather than use of passes/cards for free or reduced travel.



Younger People

BarriersBarriers to greater public transport useFor younger Londoners aged 16-24 the issues most commonly said to prevent them using public transport more often is overcrowded services. This is also the most commonly mentioned barrier for all Londoners (62 per cent of 16- to 24-year-old Londoners vs. 56 per cent all Londoners) [9].Following overcrowded services, the second most mentioned issue is the cost of tickets. Fifty-nine per cent of younger Londoners say the cost of tickets stop them using public transport more often compared with 48 per cent of all Londoners [9].Barriers to using public transport more often (prompted) (2013) [9]

Responses shown if exceed four per cent for respondents aged 16-24.



% All 16-24Base (4,122) (337)Overcrowded services 56 62Cost of tickets 48 59Slow journey times 38 48Unreliable services 36 44Concern about antisocial behaviour

35 33

Dirty environment on the bus/train

26 32

Fear of crime getting to the bus/train

27 31

Fear of crime on the bus/train 25 28Fear about knife crime 24 25Dirty environment getting to the bus/train

17 21

Fear of terrorist attacks 12 15Risk of accidents 9 14Graffiti 9 10Lack of information on how to use public transport

10 8

Don’t understand how to buy bus tickets

4 4

None of these 17 9

Younger People

In a survey from 2008 looking at the barriers to public transport use particularly among students, cost is again a commonly mentioned factor preventing increased use of public transport with 43 per cent of students mentioning this [56]. Barriers to using public transport more often (prompted) for students

(2008) [56]% Student

sBase (496)Cost of tickets 43Overcrowded services 32Unreliable services 26Slow journey times 24Concern about antisocial behaviour

23

Feeling unsafe 17Prefer using a car 14Poor/dirty environment 13Prefer walking/cycling 9Lack of information 6Risk of accidents 4Other 1None of these 14

For young Londoners under the age of 11, using the Tube can be a daunting experience. Younger Londoners can be more fearful of getting lost and/or missing their station than older Londoners. These fears change with age, and slightly older children are often more afraid of muggings and intimidation [37].



Younger People


episodes Anxious – reports general worry, but no specific recent episodes Worried – reports general worry, and specific recent episodes Don’t knowThe majority of Londoners fall into the ‘unworried’ category which means that they are generally unworried about their personal security in London, and have experienced no incidents that made them feel worried in the last three months. The proportion of younger Londoners (16-24) who are ‘unworried’ is in-line with the average across all Londoners (71 per cent of 16- to 24-year-olds vs. 74 per cent all Londoners) [9].Typology of worry (2013) [9]% All 16-24


A similar pattern is observed for each typology of worry with younger Londoners (16-24) in-line with all Londoners [9].



Younger People

Very little difference is observed between the levels of concern about personal security when using public transport in London between those aged 16-24 and all Londoners [9].Levels of concern about personal security when using public transport in London (2013) [9]% All 16-24

Base (4,122) (337)Not at all worried 39 37A little bit worried 47 48Quite a bit worried 10 11Very worried 3 3Don’t know 1 1

Among younger Londoners who are worried about their personal security when using public transport in London, fewer consider their quality of life to be negatively impacted ‘very much’ or ‘quite a bit’ by these concerns than all Londoners (19 per cent of 16- to 24-year-olds vs. 28 per cent all Londoners). Instead more younger Londoners who are worried about personal safety when using public transport say their quality of life is impacted ‘a little’ (43 per cent 16- to 24-year-olds vs. 31 per cent all Londoners) [9].Extent to which worry about personal security when using public transport reduces quality of life (2013) [9]% All 16-24


(523) (50)


Caution small base size for younger Londoners aged 16-24.



Younger People

A similar proportion of younger Londoners and all Londoners take precautions against crime when using public transport (39 per cent aged16-24 vs. 41 per cent all Londoners). The most common precaution for both younger and all Londoners is to sit by other people. Younger Londoners are more likely to say that they travel with someone else as a precaution against crime (49 per cent 16- to 24-year-olds vs. 31 per cent all Londoners) and that they change the time at which they travel (31 per cent 16- to 24-year-olds vs. 21 per cent all Londoners). Younger Londoners are also less likely than all Londoners to say that they stay aware and vigilant when travelling (two per cent of 16- to 24-year-olds vs. 12 per cent all Londoners) [9].

Precautions taken (2013) [9]% All 16-24Base (all who take precautions) (1,679) (133)Sat near to other people 47 44Travelled with someone else 31 49Look after my belongings 30 27Travel at a different time of day 23 31Used a different route 21 32Avoided using that type of transport

16 21

Stay aware/vigilant 12 2Only take necessities with me 5 2Carry a personal alarm 4 3

In terms of actual experiences, the proportion of younger Londoners who have felt worried about their personal security when using public transport in the past three months is higher than the average across all Londoners (23 per cent 16- to 24-year-olds vs. 18 per cent all Londoners). Younger Londoners that have experienced a worrying incident in the three months prior to being surveyed were much more likely to have experienced this during night-time (75 per cent of the most recent episodes of worry were experienced in the night-time compared with 58 per cent among all Londoners that have experienced a worrying incident) [9].Those that have felt worried about their personal security when using public transport in the last three months were asked on which type of transport they experienced this event. Younger Londoners are more likely than all Londoners to have experienced the last worrying incident on a bus (66 per cent of those aged 16-24 vs. 49 per cent all Londoners) [9].



Younger People

Crime and antisocial behaviour concerns affect the frequency of travel on the Tube, bus or National Rail ‘a little’ or ‘a lot’ for slightly more than half of Londoners (56 per cent). The frequency of public transport use is affected ‘a little’ or ‘a lot’ for a similar proportion of younger Londoners (68 per cent of 16- to 24-year-olds) [9].Proportion of Londoners for whom concerns over crime/antisocial behaviour affect the frequency of their public transport use ‘a lot/a little’ (2013) [9]% All 16-24Base (4,122) (337)Overall: During the day/after darkUnderground/buses/National Rail

56 68

During the day:Underground/buses/National Rail 25 32Underground 17 20Buses 20 26National Rail 12 13

After dark:Underground/buses/National Rail 53 65Underground 41 51Buses 46 58National Rail 32 37

The use of illegal (unbooked) minicabsTfL has run the Safer Travel at Night (STaN) campaign since 2003 with the aim of reducing the use of illegal (unbooked) minicabs. Communication campaigns are particularly targeted at young women, aged between 16 and 34 [43].Research is conducted on an annual basis to monitor the use of unbooked minicabs among the target audience and evaluate the communications campaign to determine its effectiveness.Two per cent of those aged 16-24 used an illegal (unbooked) minicab to reach their onward destination on the night of interviewing. This is the same proportion as all those interviewed12 [43].Future likelihood of using an unbooked minicab stands at 22 per cent for 16- to 24-year-olds [43].

12 The sample for this study comprises people recruited in the queues of popular London late night venues, and is therefore not necessarily reflective of the London population as a whole.



Younger People

The use of illegal (unbooked) minicabs (2014) [43]% All 16-24Use of illegal minicabsBase (700) (380)Used an illegal minicab to reach onward destination on night of interview

2 2

Likely to use illegal minicab in future 24 22Unlikely to use illegal minicab in future

75 77

More information on STaN is contained in the chapter on women.Road traffic injuriesThe number of children reported killed or seriously injured in London has declined over time (from 331 in 2007 to 230 in 2011), however, in 2011 there were 230 young people aged under 16 killed or seriously injured on the Capital’s roads. [12].Number of reported killed or seriously injured child road casualties in London (2007–2011) [12]Number 0-15 16-242007 331 6962008 310 6652009 263 5982010 250 5152011 230 510

TfL has run a number of successful Teen Road Safety campaigns where recall and awareness of the communications is high. However, the campaigns appear to have more impact on knowledge than behaviour [57]. Ninety-eight per cent of 11- to 15-year-olds recognise that ‘it’s important to take care when crossing the road’, and yet there are some residual attitudes among younger Londoners which reveal a potentially unsafe approach to road safety. Forty per cent agree they take no notice of road safety and a quarter (25 per cent) say they are always/usually distracted when crossing the road [58].This is confirmed in other research which suggests young people can often be distracted by their friends and their belongings (such as phones and iPods) when crossing the road [57].The proportion of those aged 11-15 who agree they are careful when crossing the road with friends stands at 38 per cent. Furthermore, 40 per cent say they always/usually just follow their friends when they are out and about [58].



Younger People



Younger People

Attitudes and behaviour towards road safety among 11- to 15-year-olds (2010) [58]

% agreement 11-15Base (300)It’s important to take care when crossing the road 98I (always/usually) look both ways before starting to cross the road

94

I’m careful not to step off the pavement when out and about with friends

80

I’m sometimes nervous about crossing the road 75I’m (always) careful when crossing the road with friends 38I (always) look out for my friends’ safety 25I (always/usually) just follow my friends when we are out and about

40

I take no notice about road safety 40I (always/usually) run across the road 27I’m (always/usually) distracted when crossing the road 25

To encourage safer behaviour among younger people when crossing roads, communications need an emotional motivator alongside a directional reminder. Friendship is considered a strong emotional motivator, and directional reminders focus on road safety lessons from childhood (for example, stop, listen, look, think) [57].



Younger People

Customer satisfactionOverall satisfactionOverall satisfaction with various transport types in London is measured on an 11-point scale, with 10 representing extremely satisfied and zero representing extremely dissatisfied (this is then scaled up to 100). TfL has standardised satisfaction ratings which are shown in the table below. This allows TfL to apply consistent analysis across a wide range of satisfaction research.Average rating Level of satisfactionUnder 50 Very low/weak/poor50-54 Low/weak/poor55-64 Fairly/relatively/quite


There is very little difference between the satisfaction levels of younger people and those of all Londoners.Customer satisfaction data is not collected from those aged under 16.



Younger People

Overall satisfaction with transport types (2013/14) [10]Satisfaction score (0-100)

All 16-24 16-19 20-24

Bus services:Base (14,990) (2,950) (1,545) (1,405)Satisfaction score 83 81 81 81Bus stations:Base (3,699) (1,055) (475) (580)Satisfaction score 77 76 76 76Night bus:Base (801) (230) (48*) (182)Satisfaction score 81 79 - 79Underground:Base (17,684) (3,664) (964) (2,700)Satisfaction score 83 82 83 82Overground:Base (5,580) (1,223) (253) (970)Satisfaction score 82 81 80 81DLR:Base (13,284) (3,256) (713) (2,543)Satisfaction score 87 87 86 87Tram:Base (4,474) (675) (348) (327)Satisfaction score 89 86 85 88Victoria Coach Station;Base (1,239) (469) (128) (341)Satisfaction score 79 80 82 80London River Services:Base (1,600) (98) (23*) (75)Satisfaction score 89 87 - 88* Denotes small base size (percentages not shown in this report for base sizes of less than 50).Satisfaction not shown for Dial-a-Ride, black cabs, minicabs and Woolwich Ferry due to small base sizes.



Younger People

BusSatisfaction among bus users is good/fairly high at 83 out of 100. Satisfaction among younger customers aged 16–24 is in-line with customers overall (81 out of 100 among 16- to 24-year-olds vs. 83 out of 100 all customers) [10].Satisfaction with safety and security at the bus stop/shelter and safety and security on board buses is also in-line between younger and all customers (83 vs. 84 out of 100 for safety and security at bus stop/shelter, and 88 out of 100 for both younger and all customers for safety and security on board the bus) [10]. Overall satisfaction with buses has increased over time for younger customers – from 73 out of 100 in 2002/03 to 81 in 2012/13. This is in-line with trends seen among customers overall [10].Overall satisfaction with buses over time [10]

2002

/03

2003

/04

2004

/05

2005

/06

2006

/07

2007

/08

2008

/09

2009

/10

2010

/11

2011

/12

2012

/13

2013

/140

10

20

30

40

50

60

70

80

90

100

76 77 78 78 77 79 80 79 80 80 82 83

73 74 75 74 75 78 77 78 78 78 81 81

All customers 16- to 24-year-old customers



Younger People

Younger customers satisfaction with the value for money of bus services is also in-line with the average for all customers (70 out of 100 among 16- to 24-year-olds vs. 71 out of 100 all customers) [10].Satisfaction with value for money with buses over time [10]

2002

/03

2003

/04

2004

/05

2005

/06

2006

/07

2007

/08

2008

/09

2009

/10

2010

/11

2011

/12

2012

/13

2013

/140

10

20

30

40

50

60

70

80

90

100

78 7772 72 71 74 74 73

69 66 68 7175 73

68 66 6672 71 72

67 65 6670


Drivers of satisfactionAmong younger people, aged 16-24, who use the bus, satisfaction is driven by journey time and the comfort level inside the bus.Drivers of satisfaction for bus users [10]All customers 16-19 20-24 Journey time Journey time Journey timeTime waited to catch bus Comfort inside the bus Comfort inside the busSafety and security on bus

Ease of boarding and alighting

Smoothness of ride and freedom from jolting

Comfort inside the bus Driver behaviour and attitude

Safety and security on bus


Safety and security at stops or shelters

Safety and security at stops or shelters



Younger People

TubeSatisfaction with the Tube among younger customers (16-24) is almost the same as for all customers, (82 out of 100 vs. 83 out of 100 all customers) [10].Satisfaction with safety and security in the station scores fairly high at 84 out of 100 for both young people and all customers and safety on the train scores a similar high score of 85 out of 100 for both young people and all customers [10]. Overall satisfaction with the Tube has risen considerably among younger customers and all customers in recent years. Among 16- to 24-year-olds, satisfaction has risen from 74 out of 100 in 2002/03 to 82 in 2012/13[10].Overall satisfaction with the Tube over time [10]

2002

/03

2003

/04

2004

/05

2005

/06

2006

/07

2007

/08

2008

/09

2009

/10

2010

/11

2011

/12

2012

/13

2013

/140

10

20

30

40

50

60

70

80

90

100

75 76 78 78 76 77 79 79 79 80 83 83

74 76 77 77 76 77 79 80 78 80 83 82




Younger People

Satisfaction with value for money of the Tube is lower than overall satisfaction. Customers aged 16-24 give the Tube a score of 64 out of 100 slightly lower than the score given by all customers of 67 out of 100 [10].Satisfaction with value for money with the Tube over time [10]

2002

/03

2003

/04

2004

/05

2005

/06

2006

/07

2007

/08

2008

/09

2009

/10

2010

/11

2011

/12

2012

/13

2013

/140

10

20

30

40

50

60

70

80

90

100

63 64 62 62 61 63 65 67 65 6266 67

60 61 59 58 58 61 6367

62 6064 64


Drivers of satisfactionSatisfaction with the Tube among younger customers is driven by the journey time, comfort levels and ease of making journeys [10].Drivers of satisfaction for Tube users [10]All customers 16-19 20-24 Ease of making journey Length of journey time Comfort of journeyComfort of journey Ease of making journey Ease of making journeyLength of journey time Comfort of journey Length of journey timeLength of time waiting for train Smoothness of ride Train crowding

Train crowding Maps and information on Tube Availability of seats



Younger People

OvergroundOverall satisfaction with the Overground is good/fairly high among younger customers at 81 out 100; this is in-line with the score given by all customers (82 out of 100) [10].As seen in results for the Tube and buses, value for money satisfaction scores for the Overground are lower than the overall satisfaction score. Younger customers rate overall satisfaction with value for money with the Overground at 68 out of 100 which is considered a reasonable result (compared to 70 out of 100 for customers overall) [10].Drivers of satisfactionSatisfaction with the Overground among younger customers is driven by a number of factors particularly information about service disruptions. Drivers of satisfaction for Overground users [10]All customers 16-24 Ease of making journey Ease of making journeyInformation about service disruptions at the station

Information about service disruptions at the station

Train running on time Information about service disruption on the train

Comfort of this train Condition and state of repair of the train

Information about service disruption on the train

The trains on route generally running on time

DLROverall satisfaction with the DLR is rated ‘fairly high’ among younger customers at 87 out 100, this is the same score as the average given by all customers [10].Value for money satisfaction with the DLR is slightly lower among younger customers than customers overall (73 out of 100 for 16- to 24-year-old customers vs. 75 out of 100 for all customers) [10].



Younger People

StreetsYounger Londoners aged 16-24 report consistently higher levels of satisfaction with streets and pavements after their last journey than Londoners overall. Eighty-six per cent of younger Londoners were satisfied with their last walking journey compared to 68 per cent of all Londoners; and 81 per cent of younger Londoners were satisfied with their last journey by car compared with 61 per cent of all Londoners [27]. Overall satisfaction with streets and pavement after last journey (2014)

[27]% All 16-24Walking journeyBase (973) (64)Net: Very satisfied/fairly satisfied

68 86

Car journeyBase (857) (56)Net: Very satisfied/fairly satisfied

61 81

Please note that satisfaction for streets is calculated as a combination of ‘very satisfied’ and ‘fairly satisfied’.*Caution low base size.There is insufficient sample to detail satisfaction results with cycling or the TLRN.



Younger People

Access to informationInformation needsYounger Londoners have specific information needs when travelling on public transport in London. From customer satisfaction research, information specific to the journey is important including how long the journey takes. As this group have lower average household incomes, information on fares is useful with regards to finding the best value for money option. Younger Londoners are also more concerned about safety and security than other age groups [32].Access to the internetNote: Data on use of the internet and mobile devices is presented for each equality area. Analysis of younger Londoners’ use of the internet is undertaken using a combined dataset – for some equality areas analysis is undertaken using the most up-to-date quarter (April 2014), however, due to sample size limitations a combined dataset is required.

Younger Londoners aged 16-24 are significantly more likely to access the internet than all Londoners (99 per cent of 16- to 24-year-olds access the internet vs. 90 per cent of all Londoners). Ninety-eight per cent of younger Londoners access the internet at home, 73 per cent ‘on the move’ and 46 per cent at work. With the exception of accessing the internet at work, internet access in all locations is higher among younger Londoners than Londoners overall [36].Internet access (Jan 2012–Oct 2013) [36] % All Londoners 16-24Base (4,029) (350)Any access 90 99Access at home 88 98Access ‘on the move’

56 73




Younger People

The reasons why younger Londoners use the internet are broadly similar to all London internet users, however, there are some notable differences. For example, education-related reasons for internet use are particularly common among 16- to 24-year-olds, 83 per cent say they use the internet for this purpose compared with 67 per cent of all Londoners [36].Reasons for using the internet (Jan 2012–Oct 2013) [36]% All 16-24Base (3,352) (347)Email 94 93Finding information 90 86Buying goods/services 83 74Accessing live public transport information 76 70Education related 67 83Social media and networking 67 89Banking 66 49Making day-to-day travel plans 66 59Watching video content 65 88Work related 65 49Maps and directions 64 62Apps for mobile devices 44 52Sharing photos 44 54Playing games 36 54

Device usage and behaviourEighty-eight per cent of 16- to 24-year-olds use a smartphone – a significantly higher proportion than Londoners overall (67 per cent) [36]. Proportion of Londoners who use a smartphone (iPhone, BlackBerry, other) (Jan 2012–Oct 2013) [36]% All 16-24Base (4,029) (350)Uses a smartphone 67 88

Thirty-seven per cent of Londoners aged 16-24 use an iPhone, 29 per cent use an Android phone and 32 per cent use a BlackBerry [36]. Younger Londoners in this age group are more likely to use more than one device compared to Londoners overall. Thirty-three per cent use a smartphone and another device and 22 per cent a smartphone and two other devices, compared with 26 per cent and 16 per cent respectively for Londoners overall [36].



Younger People

Using the TfL websiteYounger Londoners (aged 16-24) are more likely than all Londoners to use the TfL website with 82 per cent doing so compared to 76 per cent of all Londoners [36].Younger users of the TfL website are more likely to visit the site on a frequent basis than all users. Among the 16-24 age group, 18 per cent visit www.tfl.gov.uk on a daily basis compared to nine per cent of all users [36].Proportion of Londoners who use www.tfl.gov.uk (Jan 2012–Oct 2013)

[36]% All 16-24 Base (4,029) (350)Any 76 82

Daily 9 18Up to 3-4 times a week 21 24Up to 3-4 times a month 20 17About once a month 14 14Less than once a month 12 9

Never 23 18

Higher proportions of users aged 16-24 (compared to all other users) visit the TfL website to use Journey Planner (77 per cent vs. 68 per cent), to find out about live travel information (35 per cent vs. 30 per cent) and to find out about planned works or closures (29 per cent vs. 24 per cent) [31].



Younger People

Main purpose of today’s visit to the TfL website (2013) [31]% All 16-24Base (28,278) (3,460)Using Journey Planner to plan a route 68 77Finding out live travel information 30 35Finding out about planned works or closures 24 29Doing something related to Oyster cards or other tickets 20 25Finding a map 15 16Doing something related to Congestion Charge 4 5Finding out about cycling 3 3Finding out about roads or driving 2 2Other 4 5

Among Londoners aged 16-24 who use a mobile device, 68 per cent access the TfL website using their device compared to 66 per cent of all Londoners using their mobile device [36].The TfL website has recently changed significantly and satisfaction data with the new website is not yet available.Accessing information in the event of travel disruptionWhen faced with travel disruptions or delays during a journey, younger Londoners look for similar information sources as all Londoners. The most commonly used source of information being the TfL website used by 55 per cent of 16- to 24-year-olds and 44 per cent of all Londoners, along with apps which are used by 32 per cent of 16- to 24-year-olds and 18 per cent of all Londoners. Staff, announcements or displays at stations are not so popular among young Londoners in comparison to all Londoners (49 per cent of 16- to 24-year-olds and 52 per cent of all Londoners) [29].



Younger People

Working together

Understanding young Londoners’ travel needs through youth involvement

TfL’s Schools and Young Person Delivery Plan sets out its commitment to engage with young people and organisations representing them, to communicate and develop its programmes.

TfL engages with more than 30 organisations working with children and young people across the Capital. Since 2009, TfL has introduced a Youth Panel to involve a group of young Londoners aged between 13 and 25 in its policy-making process.

The Youth Panel runs an annual Youth Participation Day for young people from stakeholder organisations and invites them to have their say on TfL’s programmes for young people. Through interactive workshops, the participants explore the travel needs of young Londoners and share their views directly with TfL staff. Youth Participation Day in November 2013 highlighted the need to continue to encourage young people to stay safe and act responsibly on London’s roads. It also raised the importance of travel to young Londoners’ independence, particularly for young disabled people. This has informed the priorities of the Youth Panel’s 2014 term. The panel is informing the development of TfL’s Teen Road Safety campaign and meeting with youth representatives from accessibility stakeholders.



Disabled People

Summary: Disabled PeopleKey findings Fourteen per cent of Londoners consider themselves to have a

disability that impacts their day-to-day activities ‘a lot’ or ‘a little’ [2] Eighty-nine per cent of disabled Londoners report that they experience

barriers while travelling [7] Disabled Londoners travel less often than non-disabled Londoners

(1.97 vs. 2.77 trips on an average weekday) [7] The most commonly used types of transport by disabled Londoners are

walking (79 per cent of disabled Londoners walk at least once a week), the bus (57 per cent) and car as the passenger (46 per cent) [7]

The main barriers faced by disabled Londoners which impact on their ability to make public transport journeys as often as they would like are often the same as those expressed by non-disabled Londoners, namely overcrowding and concerns about antisocial behaviour of other customers. Accessibility related issues, cost and comfort are also seen as barriers to travel among disabled customers [9/59]

Freedom Passes are the most common ticket type used on public transport in London (75 per cent on buses and 73 per cent on the Tube). Twenty-four per cent of disabled Londoners use Oyster pay as you go on either bus or Tube, considerably less than non-disabled Londoners where Oyster PAYG is used by 70 per cent on bus or Tube [24]

Internet use is lower among disabled Londoners (66 per cent vs. 93 per cent of non-disabled Londoners); and among disabled people who do use the internet, there is less use of the TfL website (45 per cent for disabled Londoners vs. 79 per cent for non-disabled Londoners) [36]

Disabled Londoners are less likely to own a smartphone than non-disabled Londoners (32 per cent vs. 72 per cent) [36]

Note:Throughout this report data relating to disabled people are based on survey and Census results where respondents have self-defined based on standard questions.

Transport for London – Disabled People 189


Disabled People

Profile of disabled LondonersThere are several sources which aim to quantify the number of disabled people in London. The primary benchmark source is the 2011 Census conducted by the Office for National Statistics. According to the Census, 14 per cent of Londoners consider themselves to have a long-term health problem or disability that limits their day-to-day activities ‘a lot’ or ‘a little’, which has lasted, or is expected to last, at least 12 months [2].TfL also undertakes measurement of the number of disabled people in London on an ongoing basis as part of its London Travel Demand Survey. This survey uses a slightly different question (due to the different purpose of the research); data from 2012/13 shows 10 per cent of Londoners consider that they have a long-term physical or mental disability or health issue that limits their daily activities or the work they can do (including issues due to old age) and 89 per cent of these consider that this limits their ability to travel and get about [7].Fifty-seven per cent of disabled Londoners state that their disability affects their mobility, 19 per cent have a serious long-term illness and 10 per cent have a mental health condition [7]. It should be noted, however, that many disabled people experience multiple impairments.The profile of disabled Londoners identified in the LTDS varies from that of non-disabled people and Londoners overall. Fifty-five per cent of disabled Londoners are women, compared to 50

per cent of non-disabled Londoners Forty-six per cent of disabled Londoners are aged 65 or over compared

to nine per cent of non-disabled Londoners; this older age profile of disabled Londoners has an influence on many of the findings covered in this report

Sixty-seven per cent of disabled Londoners are white, compared to 62 per cent of non-disabled Londoners

Eighty-four per cent of disabled Londoners are retired or not working compared with 26 per cent of non-disabled Londoners

Forty-one per cent of disabled Londoners have a household income of less than £10,000 compared with 15 per cent of non-disabled Londoners [7]



Disabled People

Transport behaviourDisabled Londoners travel less frequently than non-disabled Londoners (1.97 journeys per weekday vs. 2.77 for non-disabled Londoners). While the main transport types used by disabled Londoners are the same as non-disabled Londoners (namely walking, bus, and car both as a driver and a passenger), lower proportions of disabled people use each type of transport at least once a week than non-disabled Londoners (with the exception of car as a passenger where the same proportion of disabled and non-disabled Londoners use this type at least once a week) [7]. Disabled Londoners are most likely to walk (79 per cent) and use buses

(57 per cent) at least once a week than other types of transport [7] Lower proportions of disabled Londoners travel by Tube (18 per cent)

and National Rail (seven per cent) compared to non-disabled Londoners (40 per cent and 18 per cent respectively) [7]

Disabled Londoners are most likely to use public transport for the purposes of shopping, personal business and leisure (these trips make up 77 per cent of journeys by disabled Londoners, compared with 46 per cent for non-disabled Londoners)

Members of DaR tend to be older than the average disabled Londoner – 80 per cent of DaR members are aged 65 and over, compared to 41 per cent of all disabled Londoners [23, 2]

Disabled Londoners are more likely to hold an older person’s Freedom Pass (44 per cent compared with 11 per cent of non-disabled Londoners) and less likely to hold an Oyster card (26 per cent compared with 64 per cent of non-disabled Londoners) than non-disabled Londoners. Sixteen per cent of disabled people hold a disabled person’s Freedom pass [7].BarriersA recent survey to further understand some of the key issues faced by disabled people travelling on the network shows that the majority of disabled Londoners (61 per cent) would travel more often than they currently do if they did not experience barriers such as access or cost constraints [59].Additional journeys would often be made for leisure and social activities such as visiting friends and family (49 per cent), entertainment and exercise (41 per cent), social activities such as going to the pub or to a restaurant (40 per cent) and shopping (34 per cent) [59].The main issues faced which impact on the ability for disabled Londoners to make public transport journeys as often as they would like can be summarised as: Accessibility related (44 per cent) Cost (21 per cent)



Disabled People

Comfort – incorporating issues such as overcrowding, unsuitable or unavailable seating (20 per cent)

Availability and reliability (16 per cent) [59]



Disabled People

Disabled and non-disabled Londoners alike recognise that TfL has made improvements to the accessibility of public transport, 43 per cent of disabled people think that travelling in London has become more accessible over the past year [59].In terms of actual experiences, the proportion of disabled and non-disabled people who have felt worried about their personal security when using public transport in London in the past three months is the same (18 per cent). However, among those who have felt worried, more disabled people report experiencing such worry on a regular basis – 30 per cent say they experienced a worrying event more than five times in the past three months compared with 14 per cent of non-disabled people who have experienced worrying events of this frequency [9].Customer satisfactionDisabled Londoners’ satisfaction with public transport tends to be in-line with the satisfaction of all Londoners [10]. Disabled bus users are very satisfied overall (83 out of 100 practically

the same score if given by non-disabled Londoners, 83 out of 100). Their satisfaction is driven by comfort inside the bus and the attitude and behaviour of the driver [10]

Tube satisfaction is also high among disabled users (83 out of 100 vs. 83 out of 100 for non-disabled Londoners). Overall satisfaction is driven mostly by the ease and comfort of journeys [10]

Satisfaction with value for money is often higher among disabled Londoners than non-disabled Londoners [10]. This may be linked to the higher proportion of disabled Londoners having access to a Freedom Pass [10]

Disabled Londoners are less satisfied with the streets and pavements on their last walking journey compared to non-disabled Londoners (49 per cent vs. 70 per cent) [27]



Disabled People

Access to informationA significantly lower proportion of disabled Londoners compared to non-disabled Londoners access the internet (66 per cent vs. 93 per cent); this is true for all age groups, although not to the same extent. Eighty per cent of disabled Londoners aged under 65 access the internet compared with 49 per cent of disabled Londoners who are aged 65 or over [36].Among disabled Londoners, 45 per cent make use of the TfL website, this compares to 79 per cent of non-disabled Londoners who access the internet [36].Maps and timetables are widely used by disabled customers. They are referred to both at home and on the journey and the ‘disabled sign’ is used as a quick reference to whether the station will be accessible [60]. There is evidence that disabled customers have a higher reliance on paper-based sources than non-disabled customers, however, this may be due to the higher proportion of disabled customers who are older than among non-disabled customers [46].Disabled customers have concerns about disruptions that are also experienced by non-disabled customers; however, disruptions can be more impactful for disabled customers because they can face greater difficulties overcoming their effects. Disabled customers report that they can experience anxiety during disruptions and that access to reliable, live information is key to minimise this [60].



Disabled People

IntroductionMany disabled people and those with a long-term health condition face a number of barriers to travelling. While many issues are the same for disabled and non-disabled Londoners, some barriers relate specifically to the physical infrastructure of public transport as well as less tangible issues such as reduced confidence in travelling independently [45].The Mayor’s Transport Strategy sets out the Mayor’s transport vision over the next 20 years and describes how TfL and its partners will deliver this vision. TfL is committed to delivering transport services accessible to all Londoners and continues to invest in improving transport accessibility for disabled people who live in, work in, or visit London.To support the MTS, TfL’s Business Plan for the next decade includes activities for infrastructure improvements to make information and advice clearer and simpler, improvements to staff training, and further engagement with disabled customers [61]. A major part of this investment includes making a third of London’s Tube stations fully accessible with step-free access to platforms and trains by 2021 and improving signage. Both TfL’s Single Equality Scheme 2012–201513 and Your Accessible Transport Network14’ documents highlight detailed activity to address and mitigate many of the issues raised by this research over the next three years.Throughout this chapter, data for disabled Londoners is shown in comparison to data for non-disabled Londoners and all Londoners. All TfL surveys use the Equality Act 2010 to define disabled people: someone who defines themselves as having a long-term physical or mental disability or health issue that impacts on their daily activities or the work they can do. This differs slightly in the Census where the question asked is: ‘Are your day-to-day activities limited because of a health problem or disability which has lasted, or is expected to last, at least 12 months?’ [2].It should be noted that the differences highlighted between disabled and non-disabled people in this chapter may be influenced by a number of factors other than disability, with age, income and education all affecting perceptions towards travel in London and travel behaviour.It is also important to be aware that disability is not homogeneous and the effects of having a physical, mental disability or health issue on the use of public transport are therefore diverse.

13http://www.tfl.gov.uk/corporate/about-tfl/1470.aspx14http://www.tfl.gov.uk/assets/downloads/corporate/taking-forward-the-mts-accessibility-implementation-plan-march-2012-final.pdf



Disabled People

As part of its work to understand the needs and opinions of disabled customers, TfL undertakes an accessibility mystery traveller survey (AMTS). Data from this research is also incorporated into the chapter where appropriate.

Profile of disabled LondonersThere are several sources which aim to quantify the number of disabled people in London. The primary benchmark source is the 2011 Census conducted by the Office for National Statistics. According to the Census, 14 per cent of Londoners consider themselves to have a long-term health problem or disability that limits their day-to-day activities, which has lasted, or is expected to last, at least 12 months. This is the lowest proportion recorded for any region of the UK, possibly due to the lower average age of Londoners compared to those living in other regions [2].TfL also undertakes measurement of the number of disabled people in London on an ongoing basis as part of its London Travel Demand Survey. This survey uses a slightly different question (due to the different purpose of the research); data from 2012/13 shows 10 per cent of Londoners (circa 817,000 excluding those aged under five) consider that they have a long-term physical or mental disability or health issue that limits their daily activities or the work they can do (including issues due to old age) and 89 per cent of these consider that this limits their ability to travel and get about [7].Slightly more than two per cent of Londoners (15 per cent of disabled Londoners) are wheelchair users (circa 119,000 excluding those aged under five years old) [7].



Disabled People

The most frequently reported impairments faced by disabled Londoners are related to mobility (57 per cent) [7].Many disabled people have multiple impairments so it is important to note that the table below lists main rather than all impairments (24 per cent of disabled Londoners report multiple impairments) [7].LTDS profile of disabled people in London (2012/13) [7]% All Londoners All disabled LondonersBase (15,965) (1,851)Disabled 10 -Non-disabled 90 -

Disability affects travel

9 89

Ever use a wheelchair

2 15

Mobility impairment 6 57Serious long-term illness

2 19

Mental health condition

1 10

Visual impairment 1 6Hearing impairment 1 5Learning disability - 5Note that LTDS data on disabled people excludes children aged under five.Where percentages do not sum to 100, this is due to rounding.

The proportion of Londoners who are disabled increases with age; three per cent of 16- to 24-year-old Londoners are disabled compared with 38 per cent of Londoners aged 65 or over. Age is an important driver behind other demographic differences observed, for example, disabled Londoners are more likely to be women and less likely to be BAME Londoners. Both of these trends appear to be related primarily to the age profile of disabled Londoners [7].



Disabled People

LTDS demographic profile of disabled people in London (2012/13) [7]% Proportion of

disabled Londoners

Proportion of category who are disabled

Proportion of non-disabled

LondonersBase (1,851) (varies) (14,114)GenderMen 45 10 50Women 55 11 50

Age5-15 4 3 1516-24 4 3 1525-64 46 8 6165+ 46 38 9

EthnicityWhite 67 11 62BAME 32 9 38

Household incomeLess than £10,000 41 24 15£10,000–£19,999 28 15 18£20,000–£34,999 15 8 20£35,000–£49,999 7 5 15£50,000–£74,999 5 4 16£75,000+ 4 3 16

Working status*Working full-time 8 2 53Working part-time 5 6 10Student 3 4 11Retired 51 39 11Not working 33 23 15*Note that LTDS data on people on low incomes excludes children aged under five and working status does not include under 16s.

How to read the table above:The table above shows: The proportion of disabled Londoners that relate to each category – for

example, 45 per cent of disabled Londoners are men The proportion of each category who are disabled – for example, nine

per cent of men in London are disabledThe proportion of non-disabled Londoners that relate to each category for comparison – for example, 50 per cent of non-disabled Londoners are men



Disabled People

GenderDisabled Londoners are more likely to be women than men; among all disabled Londoners 55 per cent are women (compared to 50 per cent of the non-disabled population) [7].Gender profile of the disabled people in London (2012/13) [7]% All disabled

LondonersAll non-disabled

LondonersGender (1,851) (14,114)Men 45 50Women 55 50Note that LTDS data on disabled people excludes children aged under five.

Men are slightly more likely than women to be disabled among Londoners before they reach around 30 years old; after this age women are more likely to be disabled than men at all ages [2].Proportion of Londoners by age and gender who are disabled [2]% Men WomenAge0-15 4 316-24 5 425-34 5 535-49 11 1250-64 22 2565-74 38 4175-84 57 6385+ 78 83Prevalence of self-assessed activity limitations.Base size not shown as data taken from the 2011 Census.



Disabled People

EthnicityDisabled Londoners are more likely to be white than non-disabled Londoners (67 per cent of disabled Londoners are white compared with 62 per cent of non-disabled Londoners) [7].Older disabled people (aged 65 or over) are more likely to be BAME than non-disabled people of the same age (27 per cent of 65-year-olds or over are BAME compared with 18 per cent of non-disabled Londoners of the same age). As BAME Londoners have a lower average age than white Londoners this impacts on the overall proportions (16 per cent of white Londoners are aged 65 or over, compared with seven per cent of BAME Londoners) [7].Ethnicity profile of disabled Londoners (2012/13) [7]% All disabled

Londoners65+

disabled Londoners

All non-disabled

Londoners

65+ non-disabled

LondonersBase (1,851) (973) (14,114) (1,514)EthnicityWhite 67 73 62 82BAME 32 27 38 18Note that LTDS data on disabled people excludes children aged under five.

White Londoners are more likely than BAME Londoners to be disabled (11 per cent of white Londoners are disabled compared with nine per cent of BAME Londoners); however, younger Londoners are just as likely to be disabled regardless of their ethnicity [7].Proportion of white and BAME Londoners who are disabled (2012/13) [7]% All Londoners 16-24 65+ EthnicityWhite 11 3 34BAME 9 3 43Base: All white Londoners (10,200), white 16- to 24-year-old Londoners (1,068), white 65+-year-old Londoners (1,953), all BAME Londoners (5,716), BAME 16- to 24-year-old Londoners (876), BAME 65+-year-old Londoners (525).Note that LTDS data on disabled people excludes children aged under five.



Disabled People

Employment and incomeDisabled Londoners are more likely to live in a household with an annual income of £20,000 or less than non-disabled Londoners (69 per cent of disabled Londoners compared with 33 per cent of non-disabled Londoners); this pattern is observed across all ages.This is particularly clear in the mid-age groups, 65 per cent of disabled Londoners who are aged 25-64 live in a low income household compared with 26 per cent of non-disabled Londoners of the same age. This is likely to be related to the considerably lower proportion of disabled 25- to 64-year-olds in full or part-time employment (23 per cent compared with 78 per cent among non-disabled 25- to 64-year-olds) [7].Proportion of each age group living in households with an income of less than £20,000 (2012/13) [7]% Disabled

LondonersNon-disabled

LondonersBase (1,281) (4,596)Age16-24 57 4225-64 65 2665+ 76 60All 69 33Note that LTDS data on disabled people excludes children aged under five.

Proportion of each age group working full or part-time (2012/13) [7]% Disabled

LondonersNon-disabled

LondonersAge16-24 9 (low base) 3325-64 23 7865+ 3 13Base: Disabled 16- to 24-year-old Londoners (66), disabled 25- to 64-year-old Londoners (745), disabled 65+-year-old Londoners (973), non-disabled 16- to 24-year-old Londoners (1,884), non-disabled 25- to 64-year-old Londoners (8,403), non-disabled 65+-year-old Londoners (1,514).Note working status data excludes under 16s.



Disabled People

London boroughsThe London boroughs with the highest proportion of disabled residents are:Highest proportion of disabled residents in London boroughs [2]Borough % of disabled

residents

Havering 17Barking and Dagenham

16

Bexley 16Islington 16Base size not shown as data taken from the ONS 2011 Census.

The London boroughs with the lowest proportion of disabled residents are:Lowest proportion of disabled residents in London boroughs [2]Borough % of disabled

residents

Wandsworth 11Richmond upon Thames

11

City of London 11Kensington and Chelsea

12

Kingston upon Thames

12

Merton 13Base size not shown as data taken from ONS 2011 Census.



Disabled People

Travel behaviourThe London transport network is one of the busiest in the world and on an average weekday more than 1.5 million trips are made by disabled travellers. The average number of trips made per weekday by individual disabled Londoners is 1.97; this is below the average of 2.77 for non-disabled Londoners [7].Transport types usedDisabled Londoners use a wide variety of transport to get around the Capital. The most common types of transport used by them are walking (79 per cent at least once a week), bus (57 per cent), car as a passenger (46 per cent) and car as a driver (26 per cent). These are also among the main types of transport used by non-disabled Londoners.Disabled Londoners use transport less frequently than non-disabled Londoners. For each type of transport (with the exception of private hire vehicles) a lower proportion of disabled Londoners use each type of transport at least once a week compared with non-disabled Londoners [7].Public transport types are also less commonly used by disabled Londoners than non-disabled Londoners, 60 per cent of disabled Londoners have used any public transport (excluding walking) in the last year compared with 73 per cent of non-disabled Londoners [7].



Disabled People


% Disabled Non-disabled

Base (1,851) (14,114)Walking 79 98Bus 57 61Car (as a passenger) 46 47Car (as a driver) 26 41Tube 18 40National Rail 7 18Overground 4 9Other taxi/minicab (PHV) 7 7London taxi/black cab 3 4DLR 2 4Tram (Croydon Tramlink) 2 2Motorbike - 1Net: Any public transport (bus, Tube, National Rail, DLR, London Overground, tram)

60 73

Note that LTDS data on disabled people excludes children aged under five.

Notably smaller proportions of disabled Londoners travel by bicycle than non-disabled Londoners (four per cent of disabled Londoners use this type at least once a week in the summer compared to 13 per cent of non-disabled Londoners)15. This is in part related to the higher age profile of disabled people as only one per cent of disabled Londoners aged 65 or over cycle once a week during the summer, compared with four per cent of non-disabled Londoners of the same age.Where more detailed information on individual types of transport is available a sub-section is included below.

15 The proportion of disabled Londoners who cycle above is from LTDS, a similar question is asked in a separate study Attitudes to Cycling, the figure for disabled Londoners who cycle from this research is higher at 13 per cent [13] – details are provided earlier in this chapter.



Disabled People

WalkingWalking is the most frequently used type of transport to get around London for both disabled and non-disabled Londoners. Only 12 per cent of disabled Londoners say that they have not made a journey by walking in the past year.Frequency of walking (2012/13) [7]% Disable

dWheelchair

userNon-

disabledBase (1,851) (296) (14,114)5 or more days a week 55 22 863 or 4 days a week 9 6 62 days a week 8 4 41 day a week 7 4 3At least once a fortnight 3 4 1At least once a month 3 3 1At least once a year 3 7 0Not used in last 12 months 11 42 0Never used 2 8 0Net: Used in the last 12 months

88 50 100


Seventy-nine per cent of disabled Londoners walk at least once a week (compared to 98 per cent of non-disabled Londoners) [7].Disabled Londoners walking at least once a week are likely to complete journeys for each journey purpose covered in the research; however, there is evidence that they do so for less varied reasons than non-disabled Londoners. This difference in walking behaviour is particularly noticeable for walking at least once a week to reach work/school/college – 28 per cent of disabled Londoners do so compared to 49 per cent of non-disabled Londoners [13], this is probably related to the lower proportion of disabled Londoners in employment and the older age profile of disabled Londoners.



Disabled People

Walking at least once a week by purpose of journey (2014) [13] % who walk at least once a week Disabled Non-disabledBase (213) (771)Walk…To complete small errands such as getting a newspaper or posting a letter

81 87


39 49

To visit friends and relatives 46 45To get to work/school/college 28 49To take a child to school 10 20

Among disabled Londoners who state that their travel is limited by being disabled, 64 per cent consider it either impossible to do so without help (17 per cent) or difficult but not impossible to do so (47 per cent) [7].

BusBuses are the most commonly used type of public transport (except walking) by both disabled and non-disabled, however, disabled Londoners are less likely to use buses than non-disabled Londoners (80 per cent of disabled Londoners have used the bus in the past year vs. 91 per cent of non-disabled Londoners) [7].Frequency of travelling by bus (2012/13) [7]% Disabled Wheelchair

userNon-


80 49 91




Disabled People

The physical accessibility of buses is one of the main reasons why this transport type is one of the most commonly used by disabled Londoners. All of TfL’s buses, with the exception of heritage Routemasters, are low floored [63], 75 per cent of bus stops are now accessible and 95 per cent are due to be accessible by 2016 [32]. Research also suggests that due to the nature of the bus network and the shorter distances required to reach bus stops than train or Tube stations, approximately 90 per cent of Londoners live within 400 metres of a bus stop16. Fifty-eight per cent of disabled Londoners whose travel is limited by being disabled consider it either impossible to use the bus without help (22 per cent) or difficult but not impossible to use the bus (36 per cent), 40 per cent say it is not difficult to use the bus and two per cent don’t know or never use it [7].Wheelchair users experience greater difficulties despite all buses being equipped with low flooring and wheelchair ramps. Sixty per cent of wheelchair users surveyed say that it is impossible to use the bus without help, and a further 25 per cent say it is difficult but not impossible; 11 per cent of wheelchair users use the bus without difficulties; five per cent don’t know or never use it [7].Wheelchair priority areas on busesAll wheelchair accessibility mystery travellers in the Q3 2013/14 AMTS were able to get on the first bus that arrived, and were able to make use of the wheelchair space if applicable [64].Assessors reported that the wheelchair priority area (WPA) was initially blocked on 34 per cent of bus journeys, this was usually due to other passengers and unfolded buggies using the space [64]. This may be related to the use of automated announcements.There is also evidence that improvements have been made, in terms of driver assistance, as 76 per cent of the time drivers assisted to clear the wheelchair space (this has increased from 27 per cent in the same period the previous year) [64].Assessors recorded that:

The driver asked for the obstacle/s to be moved from the WPA 29 per cent of the time

Assessors requested for the area to made available 29 per cent of the time

The passenger made the area available themselves 27 per cent of the time

There were some instances where the WPA was initially blocked, however, enough room was available to share the space and it was not necessary for the space to be cleared.

16 http://www.tfl.gov.uk/corporate/about-tfl/what-we-do/buses



Disabled People



Disabled People

‘It was possible to squeeze past without the buggy being moved out of the way and share the space.’ (Wheelchair user) [64]

There were also instances where it took some time for the area to be cleared, and the assessor had to travel part of their journey elsewhere in the bus.

‘The passenger with the baby buggy also owned the luggage. They did not really know what to do and it took some time to organise the space. I travelled until the first stop, stuck awkwardly neither in nor out of the wheelchair space.’ [64]

Research was undertaken in 2012 to understand the key issues for buggy users, wheelchair users and bus drivers in reducing conflict in the WPA, and how a communications campaign could help reduce this conflict. The research showed that wheelchair users experience logistical and interpersonal challenges around the space with conflict often being indirect before passengers get on the bus. Inconsistent and unpredictable experiences are a major source of stress and tension.

‘I cannot physically get on a bus where I live because it’s a busy shopping area full of buggies. What’s the point of a wheelchair ramp if we can never get on?’(Wheelchair user) [40]

The conflict in the WPA on buses is part of the wider experience of travelling by bus for wheelchair users [40].

The WPA is a key consideration for wheelchair users when deciding to travel by bus:

Does my wheelchair/scooter fit in the area? Is there a buggy/pram already in the area? [65]‘My experience taking the bus from Earls Court to Hammersmith was similarly infuriating. The driver initially refused me entry because there was a buggy on board. I pleaded with him, not only because I knew I could fit on board but because it was pouring with rain.’ [65]

Wheelchair users on the whole feel that TfL recognises their needs and concerns. An example of this is the campaign to inform drivers, wheelchair users and other passengers on wheelchair priority area rules and how they board buses [66].

Bus journey purposeOne of the reasons why disabled Londoners travel by bus during the day is to travel to work (29 per cent), considerably lower than for non-disabled Londoners (52 per cent). Buses are also used by disabled people during the day for shopping (20 per cent), to visit



Disabled People

friends and relatives (13 per cent) and for other reasons (17 per cent) [20]. Similar reasons are given for bus journeys at night, although for both disabled and non-disabled people, leisure increases to account for approximately a quarter of all journeys at night [20].

Purpose of bus journey by disability and time of day (2008) [20]During the day At night


Disabled Non-disabled

Base (3,288) (33,999) (566) (6,474)To/from work 29 52 31 49To/from school/education

11 14 7 5

To/from shopping 20 10 4 1Visiting friends/relatives

13 9 18 13

Leisure 8 7 23 25Other purpose 17 8 17 7

CarWhile a considerably lower proportion of disabled Londoners have driven a car to get around London in the past year than non-disabled Londoners (30 per cent vs. 47 per cent), the proportion who have used a car as a passenger in the last year is very similar (86 per cent vs. 87 per cent) [7].Frequency of car use (2012/13) [7]

Car as driver Car as passenger

% Disabled

Wheelchair user

Non-disabl

ed

Disabled

Wheelchair user

Non-disabl

edBase (1,851

)(296) (14,11

4)(1,851

)(296) (14,11

4)5 or more days a week

13 7 23 6 6 9

3 or 4 days a week 6 4 7 10 9 102 days a week 5 4 7 14 15 141 day a week 2 3 4 16 17 15At least once a fortnight

1 1 1 8 8 8


1 0 2 11 12 12

At least once a year 2 1 3 20 17 20Not used in last 12 months

17 28 6 11 13 7



Disabled People

Never used 54 52 47 3 2 5Net: Used in the last 12 months

30 20 47 86 85 87




Disabled People

Disabled Londoners aged 16 and over are less likely to hold a driving licence than non-disabled Londoners (41 per cent disabled Londoners aged 16 or over vs. 61 per cent non-disabled Londoners aged 16 or over). A similar pattern is observed among both younger and older disabled Londoners when compared to non-disabled Londoners of the same ages [7]. Similarly, disabled Londoners are less likely to have household access to a car than non-disabled Londoners. Half (50 per cent) of disabled Londoners do not have household access to a car compared to 33 per cent of non-disabled Londoners [7].Proportion of Londoners in a household with access to a car (2012/13) [7]% Disabled Non-disabledBase (1,851) (14,114)0 cars 50 331 car 40 452+ cars 10 22Note that LTDS data on disabled people excludes childen aged under five.

TubeDisabled Londoners are considerably less likely to have used the Tube in the last year than non-disabled Londoners (58 per cent compared with 89 per cent). The difference is especially noticeable for more frequent Tube use where only four per cent of disabled Londoners use the Tube five or more days a week, compared to 16 per cent of non-disabled Londoners; 18 per cent of disabled Londoners use the Tube at least once a week compared with 40 per cent of non-disabled Londoners [7].Frequency of Tube use (2012/13) [7]% Disabled Wheelch

air userNon-


58 26 89




Disabled People

Wheelchair users experience greater difficulties despite the investment in making some stations accessible as part of the Tube upgrade programme. Sixty per cent of wheelchair users that use the Tube say that it is impossible to use it without help, and a further 25 per cent say it is difficult but not impossible; 11 per cent of wheelchair users use the Tube without difficulties; five per cent don’t know or never use the Tube [7].An increasing number of Tube stations are accessible, including lifts, tactile platform edges and wide gates and TfL is continuing to work to increase accessibility across the network [63].However, there are still many stations without full step-free access and improvements are planned for the next few years to make a third of stations step-free by 2021 and therefore increase accessibility [32].Improvements have also been made to trains on several Underground lines so that shortly 40 per cent of the Tube network will be served by trains with a high standard of accessibility [32].CyclingThirteen per cent of disabled Londoners sometimes use a bike to get around London, a smaller proportion than among non-disabled Londoners where 20 per cent sometimes use a bike to get around [11]17.Proportion of Londoners who cycle (2014) [11]% Disabled Non-disabledBase (207) (1,143)Cyclist (sometimes uses a bike to get around London)

13 20


87 80

Disabled Londoners are more likely to say they cannot ride a bicycle (31 per cent of disabled Londoners do not ride a bicycle) than non-disabled Londoners (13 per cent of non-disabled Londoners cannot ride a bicycle) [11]. Proportion of Londoners able to ride a bicycle (2014) [11]% Disabled Non-disabledBase (207) (1,143)Can ride a bike 69 87Cannot ride a bike 31 13

17 The proportion of disabled Londoners who cycle above is from Attitudes to Cycling research, a similar question is asked in LTDS, the figure for disabled Londoners who cycle during the summer months from LTDS is four per cent [7] – details are provided earlier in this chapter.



Disabled People

TfL has developed a behavioural model to look at Londoners’ readiness to cycle. According to this model, 77 per cent of disabled Londoners are in the ‘pre-contemplation’ phase meaning they have never thought about cycling (more) or have thought about it but decided not to (higher than non-disabled Londoners at 69 per cent) [11].Behaviour model of non-cyclists (2014) [11]% Disable

dNon-

disabledBase (all non-cyclists) (207) (1,143)Pre-contemplation:‘You have never thought about it, but would be unlikely to start in the future’‘You have thought about it, but don’t intend starting in the future’‘You have never thought about it, but could be open to it in the future’

77 69


2 8


1 -

Change:‘You have tried to start recently, but are finding it difficult’‘You have started recently and are finding it quite easy so far’

1 1

Sustained change:‘You started a while ago and are still doing it occasionally’‘You started a while ago and are still doing it regularly’

10 16

Lapsed:‘You had started doing this but couldn’t stick to it’

7 5



Disabled People

Cycling schemesAwareness of Barclays Cycle Hire is relatively high with 80 per cent of disabled Londoners aware, slightly lower than the 83 per cent of non-disabled Londoners who are aware [11]. Expected future use of Barclays Cycle Hire is lower among disabled Londoners (nine per cent) than for non-disabled Londoners (15 per cent) [11].Expected use of Barclays Cycle Hire (2014) [11]

% Disabled

Non-disabled

Base (all who have not hired a bicycle yet)

(199) (996)


Awareness of Barclays Cycle Superhighways is lower than awareness of Barclays Cycle Hire for both disabled and non-disabled Londoners. Fifty-three per cent of disabled Londoners are aware of Barclays Cycle Superhighways, compared to 49 per cent of non-disabled Londoners [11].Among non-users of the Barclays Cycle Superhighways, disabled Londoners are less likely than non-disabled Londoners to say that they expect to use these in the future (four per cent vs. 17 per cent) [11].Expected use of Barclays Cycle Superhighways (2014) [11]% All Disable

dNon-

disabledBase (all who are aware of Superhighways but have not used one)

(366) (69) (362)

Yes 15 4 17No 84 95 82Don’t know 1 0 1



Disabled People

Dial-a-Ride In 2012, the DaR scheme was used to make 1.4 million journeys, the highest level of usage recorded in its 30-year history [96]. Five per cent of disabled Londoners are members of DaR18 [7].Members tend to be older than the average disabled Londoner – 80 per cent of DaR members are 65 or over, compared to 41 per cent of all disabled Londoners [23, 2]. Thirty-one per cent of DaR members are 75- to 84-year-olds, compared with 16 per cent of all disabled Londoners, and 35 per cent of members are 85 or over compared with only eight per cent of all disabled Londoners [23, 2].DaR membership by age (2012 based on 2010 data) [2, 23]

% All disabled Londoners DaR members

Under 25 9 125-34 7 235-49 19 550-64 25 1165-74 17 1475-84 16 3185+ 8 35Base size not shown as from complete DaR membership database and Census data.

Where the proportion of DaR members does not sum to 100 per cent, this is due to no age listed for the member on file.DaR members are more likely to be women than the total population of disabled Londoners. Seventy-four per cent of DaR members are women compared to 55 per cent of disabled Londoners [23, 2]. This is in part related to the age profile of users; however, evidence suggests that women are over represented in DaR membership in all age groups [23].Seventy-five per cent of DaR members are white and 25 per cent are from a BAME background [23]. There are some differences by borough, with Ealing, Brent and Hackney having a higher proportion of BAME and white Londoners who are members [23], this may be related to the profile of people living in each borough.Membership by inner and outer borough is broadly similar, although membership as a proportion of a borough’s disabled population is slightly higher in outer boroughs (four per cent vs. three per cent) [23]. The boroughs with the highest level of members are Barnet and Redbridge, and the City of London has the lowest proportion of members [23].

18 Not all DaR customers necessarily consider themselves to be disabled.



Disabled People

Door-to-door services (Taxicard)Eight per cent of disabled Londoners and 21 per cent of London wheelchair users belong to the Taxicard scheme [7].Disabled people who are eligible for a door-to-door service but do not use one are far less likely to be aware of Taxicard compared to DaR. Eight per cent of eligible non-users claim they are unaware of DaR compared to 30 per cent who are unaware of Taxicard [67].Private hire/taxiDisabled Londoners are almost as likely to have used a private hire/minicab in the last year as non-disabled Londoners (51 per cent compared with 58 per cent). There is very little difference in the proportion of disabled or non-disabled Londoners who use PHVs on a regular basis (on five or more days a week) [7].Frequency of PHV use (2012/13) [7]

% Disabled Wheelchair user

Non-disabled

Base (1,851) (296) (14,114)At least once a week 7 9 7At least once a fortnight

4 2 5


8 4 12

At least once a year 31 26 35Not used in last 12 months

29 41 20

Never used 20 18 22Net: Used in the last 12 months

51 41 58




Disabled People

The proportion of disabled and non-disabled Londoners using black cabs in the last year is significantly different (26 per cent of disabled Londoners have used a black cab in the past year, compared with 35 per cent of non-disabled Londoners). Wheelchair users are more likely to use a black cab at least once a week than all disabled Londoners or non-disabled Londoners [7].Frequency of black cab use (2012/13) [7]

% Disabled Wheelchair user

Non-disabled

Base (1,851) (296) (14,114)At least once a week 3 7 4At least once a fortnight 2 2 3At least once a month 3 4 7At least once a year 18 15 21Not used in last 12 months 39 46 27Never used 35 26 38Net: Used in the last 12 months 26 28 35*Note that LTDS data excludes children aged under five.



Disabled People

Journey purposeThe purpose of weekday journeys made by public transport varies between disabled and non-disabled people. Fifty-two per cent of weekday journeys made by disabled Londoners are for the purpose of shopping/personal business, compared to 24 per cent of journeys made by non-disabled Londoners. Twenty-five per cent of journeys made by disabled Londoners are for leisure (vs. 22 per cent for non-disabled Londoners). Disabled Londoners are less likely than non-disabled Londoners to make journeys to their usual workplace (six per cent vs. 20 per cent) [7]. This is likely to be due to the lower level of employment among disabled Londoners (12 per cent vs. 53 per cent for non-disabled Londoners) [7].Weekday journey purpose (2012/13) [7]


Base – all trips by LondonersShopping/personal business 52 24Usual workplace 6 20Leisure 25 22Education 8 19Other work related 3 8Other 7 7*Note that LTDS data excludes children aged under five.



Disabled People

Ticket typesOyster pay as you go is the most common ticket type used on public transport by non-disabled Londoners. This is not the case for disabled Londoners due to the higher incidence of Freedom Passes [24].Tickets and passes used on public transport (October 2013) [24]% Disabled Non-disabledBus: Base (all who use the bus) (136) (737)Oyster PAYG 24 70Freedom Pass (OAP/blind/disabled) 75 19Cash/single/return 1 1Any Travelcard 1 11Any Bus Pass 1 2Other 2 2

Train: Base (all who use the train) (95) (661)Oyster PAYG 21 62Freedom Pass (OAP/blind/disabled) 65 17Cash/single/return 9 10Any Travelcard 7 17Other 3 2

Underground: Base (all who use the Underground)

(102) (749)

Oyster PAYG 24 70Freedom Pass (OAP/blind/disabled) 73 17Cash/single/return 3 2Any Travelcard 4 16Other - 1

Types of transport shown where base size allows sub-group comparison.



Disabled People

TravelcardsDisabled Londoners are more likely to hold an older person’s Freedom Pass and less likely to use Oyster PAYG and Travelcards than non-disabled Londoners.Even when looking only at disabled Londoners aged under 65 (who are therefore not eligible for the older person’s Freedom Pass), Oyster card ownership is lower than among non-disabled Londoners [7].Ticket types held (2012/13) [7]% Disable

d(all)

Disabled <65 years

Wheelchair user

Non-disabled

Base (1,851) (878) (296) (14,114)Oyster card 26 43 9 64Older person’s Freedom Pass

44 n/a 40 11

Disabled person’s Freedom Pass

16 29 12 0




Disabled People

BarriersMost disabled Londoners make journeys every week for essentials such as errands and routine journeys (82 per cent); however, the majority of disabled Londoners (61 per cent) would travel more often than they currently do if they did not experience barriers such as access or cost constraints [59].Additional journeys that would be made more often, if there were no barriers, would be for leisure and social activities such as visiting friends and family (49 per cent), entertainment and exercise (41 per cent), social activities such as going to the pub or to a restaurant (40 per cent) and shopping (34 per cent) [59].Evidence suggests Londoners with mental health conditions, mobility impairments and long-term illnesses are the most likely to want to travel more often (76 per cent, 73 per cent and 73 per cent respectively would like to make more journeys if they did not face barriers) [59].Barriers to greater public transport useSeveral research programmes have been conducted by TfL investigating the barriers faced by Londoners when using public transport; findings from each of these studies are in general agreement. However, it is worth noting that the issue of barriers is complex and the specific questions posed of Londoners may impact on the response provided. The impact of specific barriers may also be much more significant for some Londoners than others.Many of the issues faced by disabled Londoners when travelling by public transport are common to both disabled and non-disabled Londoners, particularly overcrowded services, unreliable services and slow journey times [9].Some concerns are more prevalent among disabled Londoners, for example, concerns about knife crime (32 per cent vs. 23 per cent) [9].Disabled Londoners are less likely than non-disabled Londoners to have concerns about ticket costs (31 per cent vs. 50 per cent) [9].



Disabled People

Barriers to using public transport more often (prompted) (2013) [9]% Disabled Non-

disabledBase (517) (3,574)Overcrowded services 56 56Cost of tickets 31 50Slow journey times 30 39Unreliable services 31 36Concern about antisocial behaviour of others

42 34

Fear of crime getting to and waiting for the bus/train (ie robbery, assault or pickpocketing)

33 26

Dirty environment on the bus/train 26 26Fear of crime on the bus/train (ie robbery, assault or pickpocketing)

29 24

Fear about knife crime 32 23Risk of accidents 18 8Fear of terrorist attacks 17 11Dirty environment getting to the bus/train

16 17

Lack of information about how to use public transport services

13 9

Graffiti 14 8Don't understand how to buy bus tickets

4 4

None of these 19 17

Research has been undertaken among disabled customers to identify the specific barriers faced when using public transport in London. The main issues identified from this study which impact on the ability of disabled Londoners to make public transport journeys as often as they would like can be summarised as [59]:

Accessibility related (44 per cent) Cost (21 per cent) Comfort – incorporating issues such as overcrowding, unsuitable or

unavailable seating (20 per cent) Availability and reliability (16 per cent) Attitudes or behaviour of other customers (seven per cent) Safety (six per cent) Communication issues and attitude or behaviour of staff (five per cent) Information (four per cent) Although based on a small number of interviews, it appears that visually impaired and hearing-impaired Londoners are more likely than other disabled Londoners to say that improvements to information would enable them to make more journeys (26 per cent and 33 per cent respectively – caution small base size) [59].



Disabled People

Many disabled Londoners find travelling by public transport stressful (45 per cent) [A] and there is evidence that while many of the issues are common between disabled and non-disabled Londoners, disabled Londoners are more likely to experience worry or anxiety when problems occur [60, 9].Among disabled Londoners who work, 46 per cent agree that the transport network impacts on their ability to get to work. This could be improved if the disabled customer was able to get a seat (43 per cent), if the system was less crowded (38 per cent) and if it were more affordable (29 per cent) [59].ImprovementsForty-three per cent of disabled people think that travelling in London has become more accessible recently [59]. There is also recognition by many on social media that improvements in the accessibility and information provided to disabled Londoners during the London 2012 Olympic and Paralympic Games has had a legacy effect [68].‘To its credit, in the last decade, TfL has put a lot of investment into improving the Underground and making it much more accessible…I feel that London hosting the 2012 Games last year focused energy into making London’s transport infrastructure fit for a leading city. TfL’s work, combined with my experiences at Trailblazers, pushed me into deciding to give the Underground a go.’Muscular Dystrophy Campaign, Blog‘It felt like there was a noticeable improvement after the Paralympic Games …and I think more people are more receptive to the right and need of wheelchair users to use public transport with all the info about benefit cuts in the press.’DigitalSpy, Forum TfL has also introduced a number of improvements to street infrastructure. More than half (57 per cent) of disabled Londoners are aware of at least one of these improvements [59].Awareness of infrastructure changes (2013) [59]% DisabledBase (381)Any one of the following 57Improvements to road crossings including pedestrian Countdown systems 33Boarding ramps to allow access from platform to train at Tube stations 31Online information about accessibility 20Real time information on transport service such as whether lifts are in service 18



Disabled People

Travel mentoring schemes to equip people with the skills and confidence to travel independently

11

Videos to show how to use various features of the transport system such as bus boarding ramps

10



Disabled People

Physical accessibility as a barrierAlthough there has been a real improvement in accessibility across public transport in recent years, particularly in terms of the number of Tube stations which are now accessible, just under two thirds of disabled Londoners19 find it difficult to use the Tube and 58 per cent the bus.Difficulties accessing public transport (2013) [7]% Buses Tube DLR TramDisabled Londoners(base = 1,654)

Impossible without help

22 25 21 20

Difficult (but not impossible)

36 39 26 24

Net: Impossible/difficult 58 64 47 44Not difficult to use 40 29 30 27Don't know/never use 2 7 23 30

Wheelchair users(base = 296)

Impossible without help

60 59 50 51

Difficult (but not impossible)

25 23 17 15

Net: Impossible/difficult 85 82 67 66Not difficult to use 11 5 8 6Don't know/never use 5 13 26 27

*Note that LTDS data excludes children aged under five. Base Londoners who report that travel is limited by being disabled.

Qualitatively, customers report needing a much greater number of stations to be accessible before the network is opened up sufficiently for them to travel within London by Tube [60].Disabled customers also report issues when travelling by bus due to buses not stopping or not being able to stop in a position for them to easily get off the bus [59]. For example, some say:‘Install more lifts and elevators. Also allow disabled passengers to exit the bus at the front door and make bus drivers aware of the problem caused when passengers cannot step down on to the pavement.’The level of step-free accessibility across the London transport network is regularly monitored, and as of 2012 [63]: Step-free travel is available at almost half London Overground stations,

all DLR stations and Tramlink stops and in nearly one quarter of Tube stations

All bus routes have low floor buses with wheelchair ramps and licensed taxis are wheelchair accessible [69]

Physical accessibility is also an issue for disabled Londoners when making journeys by walking or when using mobility aids. Sixty-five per cent of disabled Londoners say that they face issues relating to 19 Londoners who say that they have a long-term health problem/disability that limits travel.



Disabled People

the condition of pavements and 43 per cent obstacles on the pavement [59].



Disabled People

Differences among disabled peopleDisabled people’s experience and barriers related to public transport vary. Barriers can be very specific and people have varied experiences and attitudes when it comes to travelling in London [70].While every customer’s individual situation makes a difference, there are variations observed according to the broad type of impairment people are living with. Londoners with a mental health condition tend to have the greatest latent demand for travel as 76 per cent of this group say they would make more journeys if they did not experience barriers.Differences between disabled people (2013) [59]

% Wish to travel

more (if no barriers)

Find travellin

g stressful

Believe travelling has got easier in last year

All disabled people(base=381)

61 45 43

Mental health conditions(base=55)

76 51 33

Long-term health conditions(base=123)

72 54 33

Visually impaired(base=46) - - -Hearing-impaired(base=36) - - -Mobility(base=265) 62 46 41

Customers with a hearing impairment tend to be the most likely to experience stress while travelling, but are also the most likely to recognise improvements made by TfL to the transport system over the past year [59]. Qualitative feedback from hearing-impaired customers provides further evidence for the high stress levels among these customers who often report being worried that they will be the last to know of changes to the service [60].Factors which can have physical symptoms (such as discomfort, pain or tiredness) or emotional impacts (lowered confidence, anxiety or frustration) are often perceived as barriers to greater public transport use among disabled Londoners. Barriers can affect transport use in a number of ways such as affecting choice of transport, the time of day journeys are made and how journeys are planned [71].



Disabled People

Travelling by bus for mobility scooter usersMobility scooter users face unique challenges when using public transport. Research has been conducted to develop a policy on travelling by bus for mobility scooter users. This research identified the minimum space requirements needed for a range of mobility scooters. It also found that users differ in their ability to manoeuvre their scooter and therefore this may affect the amount of space required. Due to the need for users to drive into and out of the bus while facing forwards, it is important that enough space is available within the bus for scooters to be turned 360 degrees [72]. TfL has introduced a mobility aid recognition scheme. The scheme is primarily aimed at customers with mobility scooters, but may also be used by people with manual or powered wheelchairs, mobility walkers or shopping trolleys, where these are used as a mobility aid. Those who apply for the scheme receive a home visit to assess their mobility aid and are then given a Mobility Aid Card. This can be shown to the bus driver to let them know that the device is suitable to travel on a bus.Most users (85 per cent) are happy with the Mobility Aid Card and say that it has increased their confidence while using the bus (72 per cent) [L].‘By giving me the Mobility Aid Card I knew full well I was going to be okay and I had the proof by having the card.’‘It gets me out a bit further than I would normally get out because of my disability. I can travel a bit further.’ [87]Disabled teenagersResearch conducted with disabled teenagers identified that many of their perceived barriers to greater public transport use are also experienced by disabled adults and the wider London population [69]. However, using public transport is seen as part of teenage life and therefore it is both practically and symbolically significant to younger disabled Londoners. It is thought that personality (in many cases more so than impairments) is important in determining attitudes and behaviour towards public transport among disabled teenagers [73].As part of this research, many of the disabled teenagers acknowledged that some solutions to increase transport accessibility are harder to implement than others (such as ensuring the Tube is 100 per cent accessible). Solutions thought to be more achievable include staff training to ensure staff acknowledge (and enforce) policies, promotion of travel planning services and ensuring information on accessibility is kept up-to-date [73].



Disabled People


episodes Anxious – reports general worry, but no specific recent episodes Worried – reports general worry, and specific recent episodes Don’t knowThe majority of Londoners fall into the ‘unworried’ category which means that they are generally unworried about their personal security in London, and have experienced no incidents that made them feel worried in the last three months. A lower proportion of disabled Londoners are considered ‘unworried’ than non-disabled Londoners (71 per cent vs. 75 per cent) [9].Typology of worry (2013) [9]

% Disabled Non-disabledBase 517 3,574Unworried 71 75Unexpressed 10 11Anxious 7 7Worried 8 6Don’t know 4 1

Disabled Londoners are less likely than non-disabled Londoners to say that they are ‘not at all worried’ about personal security while using public transport in London; they are also more likely to report that they are ‘very worried’ [9].Levels of concern about personal security when using public transport in

London [9]


Base (517) (3,574)Not at all worried 32 40A little bit worried 50 47Quite a bit worried 11 10Very worried 6 3Don’t know 1 1



Disabled People

In terms of actual experiences, the proportion of disabled and non-disabled people who have felt worried about their personal security when using public transport in London in the past three months is the same (18 per cent). However, among those who have felt worried, more disabled people report experiencing such worry on a regular basis – 30 per cent say they experienced a worrying event more than five times in the past three months, compared with 14 per cent of non-disabled people who have experienced worrying events of this frequency [9].Those who have felt worried about their personal security when using public transport in the last three months were asked on which type of transport they experienced this event. Disabled Londoners are much more likely to have experienced their last worrying event on the bus than non-disabled Londoners (69 per cent vs. 48 per cent) and much less likely to have experienced it on the Tube (16 per cent vs. 31 per cent) or train (11 per cent vs. 20 per cent). It is important to note this reflects the considerably higher use of buses by disabled Londoners compared with Tube or train [9].Crime and antisocial behaviour concerns affect the frequency of travel during the day ‘a little/a lot’ for disabled and non-disabled Londoners. This is more the case for disabled Londoners than non-disabled Londoners (26 per cent disabled Londoners using the bus during the day compared to 19 per cent for non-disabled Londoners). However, concern among these two groups is similar when travelling at night (42 per cent vs. 47 per cent for non-disabled Londoners travelling by bus at night) [9]. Many of the differences could be explained in part by the higher proportions of older people in the disabled London community and older people being less likely to say that their use of public transport is affected by fear of crime and antisocial behaviour than younger people. Proportion of Londoners for whom concerns over crime/antisocial behaviour affect the frequency of their public transport use ‘a lot/a little’ (2013) [9]% All Disable

dNon-

disabled

Base (4,122) (517) (3,574)Overall: During the day/after darkUnderground/buses/National Rail 56 55 56

During the day:Underground/buses/National Rail 25 34 24Underground 17 23 17Buses 20 26 19National Rail 12 17 11



Disabled People

After dark:Underground/buses/National Rail 53 48 53Underground 41 39 41Buses 46 42 47National Rail 32 31 32



Disabled People

Customer satisfactionOverall satisfaction with various transport types in London is measured on an 11-point scale, with 10 representing extremely satisfied and zero representing extremely dissatisfied (this is then scaled up to 100). TfL has standardised satisfaction ratings which are shown in the table below. This allows TfL to apply consistent analysis across a wide range of satisfaction research. Average rating Level of satisfactionUnder 50 Very low/weak/poor50-54 Low/weak/poor55-64 Fairly/relatively/quite


Levels of satisfaction with public transport among disabled customers are relatively good with the lowest mean rating being 81 out of 100 for bus stations and Woolwich Ferry. Dial-a-Ride is rated particularly highly by disabled customers, receiving an overall satisfaction rating of 92 out of 100 [10].In general, the average satisfaction ratings across various transport types are in-line for disabled customers compared to non-disabled customers. Compared to 2011/12, satisfaction with most types of transport remains consistent year-on-year. There are some small improvements in satisfaction with bus stations [10].



Disabled People

Overall satisfaction with transport types (2013/14) [10]Satisfaction score (0-100)

All transport

users

Disabled transport

users

Non-disabled transport

usersBus services:Base (14,990) (1,464) (13,334)Satisfaction score 83 83 83Bus stations:Base (3,699) (118) (2,928)Satisfaction score 77 81 78Underground:Base (17,684) (648) (16,799)Satisfaction score 83 83 83Dial-a-Ride:Base n/a (2,163) n/aSatisfaction score n/a 92 n/aDLR:Base (13,284) (280) (12,444)Satisfaction score 87 90 87Overground:Base (5,580) (105) (5,146)Satisfaction score 82 87 82Trams:Base (4,474) (364) (3,904)Satisfaction score 89 90 89Black cabs/taxi:Base (582) (83) (494)Satisfaction score 83 84 83Private hire vehicle:Base (423) (80) (339)Satisfaction score 82 85 81Woolwich Ferry:Base (1,555) (103) (1,452)Satisfaction score 80 81 80Victoria Coach Station:Base (1,239) (81) (1,158)Satisfaction score 79 84 79

Satisfaction not shown for London River Services and Night buses due to small base sizes.



Disabled People

BusAmong disabled people who use the bus, satisfaction is fairly high at 83 out of 100; this is the same level as recorded for non-disabled bus users [10].Specific elements of bus services are also rated fairly highly by disabled bus users, for example, satisfaction with safety and security on the bus (86 out of 100) and the driver’s behaviour and attitude (85 out of 100) [10].Over time, satisfaction with buses is generally consistent among disabled users and results are higher than those recorded for non-disabled users [10]. Overall satisfaction with buses over time [10]

2002

/03

2003

/04

2004

/05

2005

/06

2006

/07

2007

/08

2008

/09

2009

/10

2010

/11

2011

/12

2012

/13

2013

/140

10

20

30

40

50

60

70

80

90

100

78 78 81 83 82 81 81 82 81 82 82 83

76 77 78 78 78 80 80 79 80 80 82 83


As with other types of transport, satisfaction with value for money is lower among both disabled and non-disabled customers than satisfaction with other aspects of bus travel (71 out of 100) [10].



Disabled People

Satisfaction with value for money with buses over time [10]

2002

/03

2003

/04

2004

/05

2005

/06

2006

/07

2007

/08

2008

/09

2009

/10

2010

/11

2011

/12

2012

/13

2013

/140

10

20

30

40

50

60

70

80

90

100

80 8175 73 76 76 76 75

71 69 70 7178 7872 72 71 74 74 73

69 66 6871


Drivers of satisfactionKey driver analysis was undertaken and found the drivers of satisfaction with buses among disabled customers are somewhat different than those for non-disabled customers, with comfort inside the bus and the attitude to driver behaviour playing a more important role among disabled bus users than non-disabled customers [10].Satisfaction among bus users is driven by:Drivers of satisfaction for bus users [10]Disabled customers Non-disabled customersComfort inside the bus Journey timeDriver's behaviour and attitude Time waited to catch busReliability of bus on time Safety and security on busJourney time Ease of boarding/alightingLive bus arrival information Comfort inside the bus

Bus accessibility mystery travellersDisabled traveller assessors using buses are on the whole positive about the customer service they receive. The AMTS shows that levels of staff interaction are consistently high, with a combined average score of 97 per cent for politeness, helpfulness and patience [93]. All assessors were able to get on a bus first time.‘The driver looked at me directly so I could understand him easily.’(Hearing-impaired passenger) [64]



Disabled People

‘The driver kindly asked the passenger that the buggy needs to be folded.’(Mobility impaired passenger) [64]In the mystery traveller exercise, disabled traveller assessors considered what things a driver could do to improve their journey, for example, letting them on the bus first, asking people to make space. Seventy-six per cent stated that the driver carried out appropriate actions to make their journey more comfortable [64]. Across all assessments, 42 per cent felt that the driver communicated information regarding disruptions and 80 per cent were allowed to board before others. Seventy-six per cent of wheelchair users stated that the driver requested that standing passengers make space [64].Among a survey of wheelchair users on the New Bus for London (NBfL), drivers and conductors are on the whole viewed positively. All conductors were rated excellent or good for politeness, helpfulness and patience, and there are some examples of them coming off the bus to assist wheelchair users with boarding [74].Despite these positive stories, there is still room for improvement as 58 per cent of disabled customers report that travelling by bus is either difficult or impossible without help [7].TubeAmong disabled Tube users, satisfaction is fairly high at 83 out of 100, this is marginally above the satisfaction score given by non-disabled customers (at 83 out of 100) [10].Customer satisfaction research shows that satisfaction with various parts of the Tube experience among disabled Tube users is fairly high, for example, personal safety in the station (83 out of 100) and on the train (85 out of 100) [10].Satisfaction with value for money is higher among disabled users than non-disabled users (77 out of 100 vs. 66 out of 100) [10]. Drivers of satisfactionSatisfaction with the Tube is driven by a number of factors mostly focused on ease, comfort and journey length. There are very few differences in the top five drivers of satisfaction between disabled and non-disabled Tube users [10]:Drivers of satisfaction for Tube users [10]Disabled customers Non-disabled customersEase of making journey Ease of making journeyComfort of journey Comfort of journeyLength of journey time Length of journey timeTrain crowding Length of time waited for trainSmoothness of journey Train crowding



Disabled People

Tube accessibility mystery travellersResearch suggests that disabled customers have more positive attitudes to Underground staff than non-disabled customers [75]. All passengers, regardless of whether or not they are disabled, have customer service needs, including:1. Reassurance – an emotional need based on the knowledge that

someone is there if they need any help2. Assistance – physical help available if required3. Security – feeling safe4. Information – advice and support on routes, up-to-date

information etcNeeds vary depending on the customer’s impairment: For many hearing-impaired customers, there is a requirement for

reassurance and information, for example, what to do in the case of an emergency or disruptions

Reassurance and information needs are also highly important to many customers who are either wheelchair users or have other mobility related issues. Many people in this group want to be reassured and made to feel confident by staff. Again, with information needs, communicating and accessing information about disruptions or other accessibility issues are of importance

Many blind and partially sighted customers are completely reliant on London Underground (LU) staff throughout their journey. Their main needs therefore focus on assistance and the need for reassurance by hearing staff around them or information announcements

TfL carries out accessibility mystery traveller surveys among disabled users of the Tube. Research from 2014 found almost all (95 per cent) assessors had no issues with anything blocking their way or impeding them at the entrance or the exit of a Tube station. Small proportions reported an escalator not working (six per cent) or a lift being out of service (five per cent). This research also measures the availablity and support of staff at stations. Forty per cent of disabled assessors were approached and offered assistance in the ticket hall area by a member of staff, an increase from 26 per cent in the same period in 2013. Despite this increase, 78 per cent of assessors state that their disability is noticeable to others.Ninety per cent of assessors who spoke to a member of staff rated them excellent or good for being ‘polite’, and 85 per cent rated them as being excellent or good for being ‘helpful’. The rating for being ‘provided with good and informative information’ is lower at 68 per cent. [76]



Disabled People

OvergroundOverall satisfaction among disabled Overground customers is fairly high at 87 out of 100 and is higher than that of non-disabled users (82 out of 100) [10].

Satisfaction with value for money, although not being a top five influencing factor on overall satisfaction, is also fairly high among disabled users (81 out of 100 vs. 70 out of 100 for non-disabled users) [10].Drivers of satisfactionFor disabled users of the Overground, satisfaction is driven by issues of comfort and staff availability [10].Drivers of satisfaction for Overground users [10]Disabled customers Non-disabled customersTrain staff being available when they are needed Ease of making your journey

Comfort of this train Information about service disruptions given at the station

Ease of making your journey This train running on timeComfort while waiting for the train Condition and state of repair of

the trainThe trains on this route generally running on time

Information about service disruptions on the train



Disabled People

DLRDisabled DLR users are very satisfied with the service overall giving a mean score of 90 out of 100 which is very high and slightly higher than the satisfaction level seen for non-disabled users (87 out of 100) [10].Satisfaction with value for money is higher among disabled users than non-disabled users (85 and 75 out of 100 respectively), however, it is generally lower than overall satisfaction as with all types of transport [10].Drivers of satisfactionSatisfaction among disabled users of the DLR is driven by a number of factors which focus on the ease of getting on the train, reliability and the length of time the journey took [10].Drivers of satisfaction for DLR users [10]Disabled Non-disabledEase of getting on the train Ease of making your journeyReliability of trains Journey lengthLength of time you waited for the train Reliability of trainsComfort inside the train Length of time you waited for

the trainInformation provided at the station Personal safety during the

journey



Disabled People

DaROverall user satisfaction with Dial-a-Ride is very high at 92 out of 100.Satisfaction levels among disabled users are considered excellent across various aspects of the DaR service. The highest level of satisfaction is with the helpfulness and courtesy of DaR drivers (mean rating of 95 out of 100). Aspects of the vehicle (such as cleanliness and ease of getting on the bus) are also rated very highly (94 and 92 out of 100 respectively). The booking process receives a comparatively lower satisfaction rating (mean rating of 78 out of 100) though this is still classed as a quite good rating [10]. Satisfaction with DaR (2013/14) [10]Mean rating (0-100) AllBase 1,594-2,458Satisfaction with… Overall 92Driver 95Interior vehicle cleanliness

94

Exterior vehicle cleanliness

93

Ease of getting on the bus

92

Ease of getting off the bus

92

The booking process 78

TfL has regular local area meetings with users of the DaR service to greater understand their needs, receive feedback and make improvements to the service. These meetings are held throughout the Capital20. In late 2013/early 2014, research was conducted among DaR customers attending a feedback meeting to understand how the service meets their needs and how useful the meetings are. Overall, the meetings were found to be useful and scored highly across many key measures including overall satisfaction and usefulness. Ninety five per cent of customers stated that they were satisfied overall with the meeting format and 89 per cent agreed that it met their needs. Most are satisfied with the service that DaR provides, however, there are some suggested improvements in the booking process.

20 https://www.tfl.gov.uk/cdn/static/cms/documents/in-touch-spring.pdf



Disabled People

StreetsDisabled Londoners are less satisfied with streets and pavements in London than non-disabled Londoners. Disabled Londoners are significantly less likely to be satisfied on their last walking journey than non-disabled Londoners, with 49 per cent of disabled Londoners satisfied compared to 70 per cent of non-disabled Londoners. Disabled Londoners are also slightly less satisfied with streets and pavements on their last car journey than non-disabled Londoners (54 per cent and 61 per cent respectively) [27].Sixty-two per cent of disabled Londoners are satisfied with the ease of crossing the road on foot (compared to 79 per cent of non-disabled Londoners) [88]. Sixty-five per cent of disabled Londoners consider the condition of pavements to be a barrier to walking, and 43 per cent report that obstacles on pavements are a barrier to walking more [59]. Overall satisfaction with streets and pavement after last journey (2014)

[27]Very satisfied/fairly satisfied (%)

All Disabled Non-disabled

Walking journeyBase (973) (126) (847)Very satisfied/fairly satisfied 68 49 70

Car journeyBase (857) (115) (742)Very satisfied/fairly satisfied 61 54 61

Please note that satisfaction for streets is calculated as a combination of ‘very satisfied’ and ‘fairly satisfied’, therefore it cannot be directly compared with other customer satisfaction scores presented in this document.



Disabled People

Transport for London Road NetworkSatisfaction with the general impression of the TLRN is reasonable to fairly good. Disabled customers give a score of 70 out of 100 for walking, travelling by bus and driving on the TLRN [10].Overall satisfaction – general impression of red routes (2012/13) [10]% All Disabled Non-disabledDrivingBase (934) (156) (768)CSS out of 100 67 70 67Travelling by busBase (533) (106) (423)CSS out of 100 70 70 69WalkingBase (1,045) (180) (847)CSS out of 100 69 70 70

Satisfaction with cycling journeys is not shown due to small base size.



Disabled People

Access to informationAll customers using TfL’s network have a need for information. Disabled customers share many of the same information needs as non-disabled Londoners, however, where customers have specific impairments these can have a substantial effect on their travel information needs, particularly around accessibility [77].Following the success of information provision during the 2012 Games, TfL has undertaken a number of research programmes among different groups, including disabled Londoners, on customer information and how it can be developed further to best meet customers’ needs and maximise the legacy from the Games in this area.Some disabled people meticulously plan their journeys and seek reassurance that at each step along their route they know what to do, where to go and research suitable, accurate and up-to-date accessibility information for each station and stop they plan to use. This takes time and can become a barrier for some especially when alternative travel options are available such as a car. Information is therefore a key element of the service provided for many disabled customers. [69].Customer service centreProviding excellent customer service is very important to TfL and it is currently reviewing its processes to make it easier for all customers to use the network. For example, contact centres have assigned accessibility champions and bus drivers will receive updated training which has been developed with the input of disabled customers [32].TfL runs accessibility mystery traveller surveys where disabled assessors evaluate live information sources, transport types and the service TfL provides. Telephone and email information advice services are among the facilities for assessors to evaluate. The services are used by many Londoners for planning their journeys and gaining information. In qualitative research, disabled Londoners often report that they rely heavily on customer service centres for journey information [60].Staff interaction scores are high among assessors (95 per cent) and all considered the representative they dealt with to be polite [76].Information received is generally felt to be of good quality and helpful by assessors who used the telephone service (91 per cent), but lower among assessors who used the email travel advice service (50 per cent). In the instances when information was deemed unhelpful, it most commonly related to accessibility, for example, lifts, escalators, step-free access [78].



Disabled People

‘The member of staff was very pleasant, very helpful and thorough.’(Visually impaired assessor) [78]



Disabled People

Access to the internetNote: Data on use of the internet and mobile devices is presented for each equality area. Analysis of disabled Londoners’ use of the internet is undertaken using a combined dataset – for some equality areas analysis is undertaken using the most up-to-date quarter (April 2014), however, due to sample size limitations a combined dataset is required.

Most information, including accessibility related information, provided by TfL is now available online, often in addition to various offline sources.A significantly lower proportion of disabled Londoners compared to non-disabled Londoners access the internet (66 per cent vs. 93 per cent); this is true for all age groups, although not to the same extent. Internet access among disabled people aged under 65 is 80 per cent

compared with 97 per cent for non-disabled Londoners of the same age Forty-nine per cent of disabled Londoners aged 65 and over access the

internet compared with 62 per cent of non-disabled Londoners of the same age

Disabled Londoners who access the internet use less online facilities than non-disabled internet users – with the exception of 'finding/sourcing information' all aspects of internet use covered in the research are less commonly used by disabled internet users. As with internet access, this is mainly related to older disabled people accessing less online facilities.Access to the internet (Jan 2012–Oct 2013) [36]% All Disable

dNon-

disabledDisabled 65+

Non-disabled

65+Base (4,02

9)(580) (3,407) (314) (769)

Any access 90 66 93 49 62Access at home

88 64 91 46 61

Access at work

53 15 57 2 9

Access ‘on the move’

56 22 60 8 14

None 10 34 7 51 38

Device usage and behaviourDisabled Londoners are significantly less likely than non-disabled Londoners to have a smartphone (32 per cent vs. 72 per cent) a pattern which is seen across all age groups. Disabled Londoners are also considerably less likely to access the internet on their mobile device (36 per cent vs. 74 per cent).



Disabled People

Proportion of Londoners who use a smartphone (iPhone, BlackBerry, other) (Jan 2012–Oct 2013) [36]% All Disable

dNon-

disabledDisabled 65+

Non-disabled

65+Base (4,02

9)(580) (3,407) (314) (769)

Uses a smartphone

67 32 72 11 18

Among Londoners who have a mobile device capable of accessing apps, fewer disabled than non-disabled Londoners have downloaded at least one app (either free or paid for) – 39 per cent vs. 72 per cent. Although small sample sizes don't allow robust comparison, it appears that among those who use both websites and apps, the preferences for apps vs. websites is the same for both disabled and non-disabled Londoners (41 per cent of disabled Londoners prefer always to use apps vs. 47 per cent of non-disabled Londoners; 29 per cent of disabled Londoners always prefer to use websites vs. 23 per cent of non-disabled Londoners).AppsApps have the potential to be used by more disabled customers if awareness can be increased. Some, but not all, disabled Londoners who use travel apps say they offer convenience and the abiltiy to provide real time information. This makes them a good source particularly for disruption related information.Many of the specific information needs expressed by disabled customers may be well suited to an app. Customers with cognititve impairments also suggest that faciltiies such as drop down menus and visual cues which are often part of apps can help them to find the route they need in an easier way than some websites [60].Use of the TfL websiteThe TfL website contains a wealth of information that answers many of the needs of disabled customers raised during qualitative research. Disabled customers who use the TfL site tend to agree that it is ‘best in class’ and that it contains most of the information they need. The key barrier TfL faces is that disabled customers are not always using the site or are not currently using it in an optimised way [60].Among disabled Londoners, 45 per cent make use of the TfL website, this compares to 79 per cent of non-disabled Londoners who access the internet [36].



Disabled People

Disabled users of the TfL website are less likely to visit the site at least three to four times a week compared to non-disabled users (13 per cent vs.32 per cent) [36].



Disabled People

Proportion of Londoners who visit www.tfl.gov.uk (Jan 2012–Oct 2013) [36]

% All

Disabled users of TfL

website

Non-disabled

users of TfL website

Base (4,029) (580) (3,407)Daily 9 3 10Up to 3-4 times a week 21 10 22Up to 3-4 times a month 20 8 21About once a month 14 10 15Less than once a month 12 13 12Never 23 54 19

The most common reason for both disabled and non-disabled Londoners to visit the TfL website is to use Journey Planner. However, compared to non-disabled users, disabled users are slightly less likely to visit the TfL website to use Journey Planner (63 per cent of disabled users claimed this to be their main reason for visiting compared to 68 per cent of non-disabled users). Instead, they are more likely to visit for the purposes of finding out live travel information (32 per cent vs. 30 per cent for non-disabled Londoners) and finding a map (18 per cent vs. 15 per cent) [31].Main purpose of today’s visit to the TfL website (2013) [31]% All Disable

dNon-

disabledBase (28,27

8)(2,180) (25,562)

Using Journey Planner to plan a route

68 63 68

Finding out live travel information

30 32 30

Finding out about planned works or closures

24 24 24

Doing something related to Oyster cards or other tickets

20 19 20

Finding a map 15 18 15Doing something related to Congestion Charge

4 5 4

Finding out about cycling 2 3 2Finding out about roads or driving

2 3 2

Other 4 7 4

As TfL has launched a new website, satisfaction and usability data is not included here as it is no longer valid.The new TfL website provides additional accessibility features including:



Disabled People

Accessible routes that plan in real time around service disruptions and the availability of lifts and escalators

The ability to specify accessibility requirements in relation to step-free access

Distances within stations Use of stairs [32]



Disabled People

Paper-based maps and timetablesMaps and timetables are widely used by disabled customers. They are referred to both at home and on the journey and the ‘disabled sign’ is used as a quick reference to whether the station will be accessible [60]. There is evidence that disabled customers have a higher reliance on paper-based sources than non-disabled customers, however, this may be due to the higher proportion of disabled customers who are older than among non-disabled customers [46].Many disabled customers consider paper maps and timetables to be easy to use, read and understand and offer reassurance while on the journey, especially in the case of a disruption. They also provide customers with time to digest the information in a tangible way [60].A number of paper-based information sources were discussed with disabled Londoners in a recent qualitative research programme. Reflecting other research and wider findings, disabled Londoners were generally very positive about each of the resources shown to them; however, awareness that the information was provided in this format was often very low. Tube map with accessibility icons – found to be very useful and to

provide instant accessibility information at a glance; there was, however, some confusion about exactly what the accessibility icon means, particularly the icon referring to step-free access from street to platform – some customers were unsure whether they could actually board the train at these stations

Toilet guide – felt to be very useful as several customers pre-plan journeys around toilet availability

Getting Around London, A4-sized accessibility guide – liked as a reference document for the home; some did feel this provided too much information to digest when travelling

Enlarged Tube map – felt to be clear to read and understand Audio Tube map – hearing-impaired customers included in the research

said this was a great way to obtain this information Tube map in black and white – although recognised as a useful

resource, there were some specific improvements suggested around the labelling of lines [60]



Disabled People

DisruptionsInformation is particularly important to customers in the event of a disruption. While many disabled Londoners are confident travellers, many also recognise that the impact of disruptions can be greater for them and have a concern that they could easily get stuck [69].Disabled customers have concerns about disruptions that are also experienced by non-disabled customers; however, disruptions can be more impactful for disabled customers because they can face greater difficulties overcoming their effects. Disabled customers report that they can experience anxiety during disruptions and that access to reliable, live information is key to minimise this [60].Disabled customers want to know: How long the disruption will last

- Some disabled customers say they would prefer to stay with their original plan if the disruption is not likely to last too long, so this information can help them decide whether it is absolutely necessary to replan

- This information is also needed to control anxiety for some customers and maintain a sense of control during the journey

How they can reach their destination now their original route is disrupted- Customers are seeking information to tell them what to do next,

they are looking to TfL to inform them of a new route or signpost them towards where they can find information about this

- Disabled customers do not want to be the last to know – especially true for hearing-impaired customers who can feel excluded by audio announcements

Whether the new route will be accessible- This is particularly important for customers who experience

barriers due to a mobility or visual impairment- Distances to and location of alternative transport types – how far

they will need to walk and where to - Customers also seek information about the station they have

arrived into unexpectedlyThe presence of staff during disruptions provides much reassurance for disabled customers as they expect them to be experts in advising new accessible routes and providing live up-to-date information.Some disabled customers also suggest that apps and interactive information points at stations or stops would be useful to communicate disruption related information as this can be accessed during the journey [60].



Disabled People

Tube information productsMany disabled Londoners are impressed with the suite of materials produced to help customers plan and complete their journeys once they become aware of the range of information available. The information products encourage a sense of inclusion and help provide people with reassurance about their Tube travel. However, awareness of these information products was low, and beyond an explicit assumption that ‘some accessibility information’ would exist, very few knew of their availability [8].TfL has recently launched a communication campaign for further awareness of the range of accessibility information provided.



Disabled People

Step-free Tube guideThe standard Tube map contains information on whether a station has step-free access from street to train, or street to platform, and this is generally well received by disabled Londoners and commonly referred to [60].A key piece of information provided to help particularly wheelchair users navigate the Underground network is the Step-free Tube guide. This guide provides much more detail on the accessibility of specific stations. Disabled customers asked about the guide felt it to be useful, once it is understood [60]. Among disabled Londoners who use the Tube and who were shown an image of the step-free Tube map, 55 per cent were aware of the guide and 36 per cent said that they had used it [46].The Step-free Tube guide provides a large amount of information about the detailed accessibility parameters of Underground stations. Once studied, the guide was felt to be highly useful and the information empowering and actually encouraged some disabled customers to consider using the network more and with greater confidence and reassurance. However, initially the guide can be seen as overwhelming due to the amount of information it contains [60].SignageReviewing signage at Tube stations is a priority for TfL to help disabled users navigate often complex step-free interchange stations [32]. TfL has developed a new signage strategy based on the principles developed during the 2012 Games [32].Research has been conducted among passengers with reduced mobility (which includes disabled people as well as people encumbered by luggage or using pushchairs). The research identified that customers found it difficult to understand complex signs constructed entirely of symbols, and that text was needed to clarify the meaning in some cases. There is a challenge to designers to include sufficient information to make a sign useful, without providing so much information that it becomes confusing. For example, the sign on the left below was clearly understood to indicate the direction of the lifts, but did not communicate to customers which parts of the station could be accessed through using the lifts. On the other hand, the sign on the right was confusing to many due to its complexity, and in some cases it raised more questions, for example, many (falsely) concluded that the Victoria line was not accessible by using the lifts.



Disabled People

Symbols can become attached to particular meanings which render them ineffective at communicating different messages; for example, the wheelchair symbol was interpreted to mean that step-free facilities were for the use of wheelchair users, rather than anyone who could benefit from step-free facilities [79].It is clearest to customers where lifts will take them if directional arrows are accompanied by text. Without written information, many customers can be uncertain which parts of the station can be accessed by using the lifts. An example of the most successful signage option covered in the research is below [80].

During accompanied journeys made with disabled customers, suggestions were made that signage should indicate the distance between points within the station [80].Legible LondonFeedback from disabled Londoners in the development of the Legible London wayfinding system showed that the style of maps was well received and in general the wayfinding system was popular [81]. There was some acknowledgement that maps and signs cannot meet the needs of all disabled people with, for example, the maps needing to be a different height for wheelchair users as opposed to Londoners with visual impairments [81].iBus displayThe iBus information system on buses is welcomed by bus users, not just disabled Londoners.One area for potential improvement would be for one iBus display to face the front of the bus on the lower level as the current location is not visible by wheelchair users [60]. This is the case on the New Bus for London and is noted as a positive by the wheelchair user mystery travellers [74].The AMTS bus survey shows that the audio announcements on the bus are clear to the majority (95 per cent) as are the clarity of the announcements (93 per cent) [76].‘Having the iBus display at the back of the bus is a great help.’(Wheelchair user using NBfL) [74]

‘The big improvement for me was having an iBus display positioned at the rear of the bus for rear-facing passengers.’(Wheelchair user using NBfL) [74]



Disabled People

Customer satisfaction data provides a score of 82 out of 100 for interior bus information among disabled customers compared with 84 out of 100 given by non-disabled customers [10].For passengers with partial or full hearing loss, bus travel is often the preferred way to travel as it provides access to the driver and the iBus display [66]. Hearing-impaired customers also make full use of the ability to see where they are through the windows [60].‘There is this screen on the bus that really helps a lot to tell me where I am going. I rely on that for information. It will save me having to try and ask people or driver to tell me when to get off.’(Hearing-impaired passenger travelling by bus) [74]Pedestrian CountdownCountdown is being introduced at pedestrian crossings to show pedestrians the time counting down after the ‘green for pedestrians’ phase ends and before the ‘green for vehicles’ phase begins. Shortly after the introduction of pedestrian crossing countdowns, 50 per cent of disabled Londoners reported seeing it around the Capital and 40 per cent of disabled Londoners had used it; almost everyone who had used the system found it useful [46].



Disabled People

Accessibility information case studyThe public transport information needs of disabled Londoners are served through a variety of online and offline resources. TfL has a wealth of information and data available which can be presented to disabled customers to assist their journey planning and ongoing system experience.Current information sources, such as the Step-free Tube guide, provide customers with a lot of data and have been developed over time to meet the infrastructure changes made to the system and evolving needs of customers.Following the 2012 Games, during which TfL was highly commended for its information provision to customers, particularly disabled customers, a large-scale qualitative research programme was commissioned to understand:

What disabled customers want to know when making a familiar or unfamiliar journey

How disabled customers would like to receive this information Where disabled customers expect to find this information

Factors found to impact on the customer’s need for information included: An individual’s attitude towards planning a journey can sometimes

play a more important role than the barrier a customer is living with. Disabled people who experience greater accessibility barriers but have a ‘planner’ attitude may find getting around London using TfL easier than a ‘non-planner’ who experiences fewer barriers

The longer a customer has been disabled the more likely they are to have developed their knowledge and strategies for using TfL most effectively and they tend therefore to seek less information from TfL

Age can also play a role in the level of information required. Sometimes older customers can become less confident about using TfL and can require information as a result – a similar pattern exists with non-disabled older Londoners

It is important to note that not all disabled customers feel they have specific information needs above and beyond other customers due to the barriers they face



Disabled People

Disabled customers can benefit from a wide range of information in order to make full use of the transport network across London. Much of their information requirements match those of non-disabled customers, and reflect other research undertaken by TfL and others into the provision of pre-, during and post-journey information.Disabled customers’ information requirements fit around their journey needs into four interlocking categories:

Access – disabled customers can benefit from detailed and up-to-date information on all access points

Reassurance – a critical element of the information mix for disabled customers. Knowledge that the journey will run as smoothly as possible. Access, navigation and comfort also play a key role in reassurance‘A lot of the time customers just want us to reassure them, most know their routes and journey, but they may want us to check things like if lifts are working for example.’ LU Customer Care Assistant

Navigation – information to help customers find their way, particularly between types of transport and within types, as well as finding their way between stations/stops

Comfort – disabled customers benefit from knowing where there is access to toilets, the likely level of crowding when travelling and the likely ability to get a seat. These factors have an impact on comfort

Four key findings were identified from the research:

Currently TfL provides comprehensive information for disabled customers, however, many are not fully aware of the range of sources available

TfL has since developed its website to include greater signposting towards accessible information resources. A workstream to maximise communications via partner organisations and third parties has also



Disabled People

begun‘I just didn’t know all this information was out there, I am so pleased TfL does things like toilet and step-free guides, but TfL needs to get it out there.’ Mobility impaired customer

Although material is comprehensive there are a number of specific perceived information gaps. TfL has reviewed the perceived gaps identified within the research and made a number of changes and additions to the suite of accessibility information as a result

The way information is delivered is very important and multiple methods are needed to reach a wide audience

TfL staff are heavily relied upon by disabled customers, thus enabling staff to better assist and provide information to disabled customers via improved access to information is key



Disabled People

Working togetherThe Valuing People group was first established in February 2007, linking TfL with the Government’s Valuing People Now programme for people with learning disabilities in the London region, and has been funded by TfL since April 2011.The group has a high level of membership from people with a wide range of learning disabilities and meets regularly with representation from 18-20 of London’s boroughs.The network meets three times a year, with additional events and projects where members and supporters of self-advocacy groups for people with learning disabilities can talk directly with TfL managers about the transport services they use as independent travellers, and the types of support they need. It is also an opportunity for TfL to have ongoing dialogue with advocates from boroughs on a variety of issues raised by members and TfL.

To date the group has been involved in discussions on a number of issues, these include:

Travelling on the buses and the Tube, and the training that staff who work for the bus operating companies and London Underground receive

Barriers to travel and transport for people including a range of information issues

How to feel safe when travelling on the network; working with Safer Transport Teams

Design and use of travel support cards for people who may need extra help when travelling on the network

Discussions on how well the Taxicard scheme and Dial-a-Ride services are working for people with learning disabilities

Travel mentoring scheme Consultation on TfL’s Single Equality Scheme Introduction of cashless buses London Underground’s Fit for the Future programme



People on low income

Summary: People on lower incomeKey findings Thirty-seven per cent of Londoners live in lower income households

(household income of less than £20,000 per year) [7] Women, disabled people, BAME Londoners and older people are more

likely to live in low income households than other Londoners [7] Low income Londoners tend to travel less frequently than Londoners

overall – 2.40 trips per weekday compared to 2.68 among Londoners overall [7]

The most common type of transport used by Londoners on lower incomes is walking (95 per cent walk at least once a week) in-line with all Londoners (96 per cent) [7]

The bus is the next most common type of transport used by Londoners on lower incomes (71 per cent of Londoners with a household income of less than £20,000 use the bus at least once a week) [7]

Londoners living in lower income households are more likely than Londoners overall to have a Freedom Pass or disabled person’s Freedom Pass (24 per cent of Londoners with lower incomes have an older person’s Freedom Pass vs. 15 per cent all Londoners) [7]

Londoners with a lower household income are less likely to hold an Oyster card than all Londoners (50 per cent vs. 60 per cent) [7]

Concerns over crime and antisocial behaviour have a greater effect on Londoners living in DE households and their travel behaviour compared with Londoners overall [9]

Londoners living in DE households are less likely to use the internet than all Londoners (68 per cent vs. 90 per cent), and they are also less likely to use a smartphone (44 per cent vs. 67 per cent); both factors are related to the older age profile of DE Londoners [36]

Transport for London – People on low incomes 261



Profile of Londoners in low income householdsThe definition of ‘low income’ is imprecise since it is a relative concept in which household wealth depends on a number of factors including household size and non-income related wealth. Thirty-seven per cent of Londoners can be classified as having a lower annual household income (below £20,00021) [7]. In some cases, data for specific income groups is not available and socio-economic groups DE are used as a proxy.Londoners living in lower income households are more likely to be: Women (56 per cent Londoners living in a household with an annual

income less than £20,000 vs. 51 per cent all Londoners) BAME people (45 per cent Londoners living in a household with an

annual income less than £20,000 vs. 37 per cent all Londoners) Older people (23 per cent Londoners living in a household with an

annual income less than £20,000 are aged over 65, whereas Londoners in this age group make up 13 per cent of the total London population)

Disabled people (19 per cent Londoners living in a household with an annual income less than £20,000 vs. 10 per cent all Londoners) [7]

Transport behaviour Londoners with lower household incomes tend to make fewer weekday trips than Londoners overall (2.40 vs. 2.68 for Londoners overall) [7].The most commonly used type of transport by Londoners with a lower household income is walking (95 per cent do so at least once a week) [7].The bus is the next most commonly used form of transport for people living in lower income households. Compared to 61 per cent of all Londoners using the bus at least once a week, 71 per cent of people with household incomes less than £20,000 do so (and this rises to 76 per cent among the lowest household income bracket of less than £5,000) [7]. Londoners with lower household incomes are less likely to use a car

(both as a driver and passenger), train, bicycle, and Tube than all Londoners. This is most pronounced with driving a car (25 per cent vs. 39 per cent overall) or using the Tube at least once a week (31 per cent vs. 38 per cent overall) [7]

The proportion of Londoners with access to at least one car falls with decreasing household income so that 77 per cent of Londoners in the lowest household income bracket (less than £5,000) do not have access to a car compared to 35 per cent of all Londoners [7]

Londoners with lower household incomes are less likely to use an Oyster card than Londoners overall (50 per cent vs. 60 per cent) [7]

21 The cut-off point of £20,000 is used here since data are typically collected using this income bracket.




Londoners in DE households are less likely to cycle. Twelve per cent of Londoners living in a DE household sometimes use a bike to get around London compared with 19 per cent of all Londoners [11]

Awareness of Barclays Cycle Hire (78 per cent) and Barclays Cycle Superhighways (43 per cent) is lower among DE households compared to all Londoners (83 per cent and 50 per cent respectively) aware of the schemes [11]

BarriersAn overcrowded service is the most commonly mentioned barrier to travelling in London [9]. Higher proportions of people in DE households than all Londoners say

they are put off using public transport more often by concerns about antisocial behaviour, concern about knife crime, fear of crime on buses and trains, fear of terrorist attacks and the risk of accidents [9]

Cost of tickets is a less commonly mentioned barrier among Londoners living in a DE household (41 per cent DE Londoners vs. 48 per cent all Londoners) [9], this may be related to the increased use of Freedom Passes and other travel passes among DE Londoners [7]

Factors relating to crime and safety are more likely to prevent Londoners living in DE households than all Londoners from using public transport more often both during the day and at night. Thirty-four per cent of Londoners living in a DE household say that their frequency of travel is affected ‘a lot’ or ‘a little’ on either the bus, Tube or National Rail during the day, compared to 25 per cent of all Londoners (during the night the figure is 55 per cent for DE Londoners vs. 53 per cent all Londoners) [9].Customer satisfactionOverall satisfaction with transport in London among DE Londoners is broadly consistent with satisfaction levels of all Londoners [10]. Overall satisfaction with the bus is high (83 out of 100) and has

increased over time. This satisfaction rating is driven by journey specific elements including journey time, comfort and safety and security factors. Satisfaction with value for money of the bus is comparable between Londoners living in a DE household and all Londoners (70 out of 100 DE Londoners vs. 71 out of 100 all Londoners) [10]

Overall satisfaction with the Tube is fairly high among Londoners living in lower income households (84 out of 100) in-line with the core provided by all Londoners (83 out of 100). Satisfaction with value for money of the Tube is slightly higher among Londoners living in a lower income household (70 out of 100 vs. 67 out of 100 all Londoners) [10]

Access to informationSixty-eight per cent of Londoners living in a DE household access the internet, considerably lower than the proportion of all Londoners (90 per cent). Similarly, a lower proportion of Londoners




living in a DE household access the TfL website (48 per cent DE Londoners vs. 76 per cent all Londoners). Smartphone use is also lower among Londoners living in a DE household (44 per cent DE Londoners vs. 67 per cent all Londoners) [36].




IntroductionHousehold wealth depends on a number of factors, not just household income. Among other things household size, level of savings, benefits (often not considered as income within market research surveys) and lifestyle all play a part in terms of how affluent a person is.TfL recognises the needs of Londoners with low incomes within the Single Equality Scheme. This group includes a diverse mix of Londoners who are more likely to be older, retired, women, people who are out of work and disabled Londoners. It is recognised that people in this group are more likely to have travel needs associated with affordability and accessibility of information [32].Consequently, the main categories in this chapter are all Londoners and Londoners with an annual household income of less than £20,00022. Additionally, the following sub-categories of household income are referenced to provide further understanding of how low income can affect travel attitudes and behaviours: Less than £5,000 £5,000–£9,999 £10,000–£14,999 £15,000–£19,999 £20,000–£24,999 More than £25,000Where data is not available for household incomes, the classification of DE social grade is used as a proxy for low income. Social grades are determined through a series of questions on the occupation of the chief income earner in the household. Social grade D refers to semi- and un-skilled manual workers and E refers to state pensioners, casual/lowest grade workers and the unemployed [82].

22 The cut-off point of £20,000 is used here since data are typically collected using this income bracket.




Profile of low income people in LondonAn annual income of less than £20,000 is the definition used within this report for ‘low income’, 37 per cent of Londoners live in a household with this income level.Profile of annual household income for all Londoners (2012/13) [7]% All

LondonersBase (15,965)Less than £5,000 7£5,000–£9,999 11£10,000–£14,999 11£15,000–£19,999 8£20,000–£24,999 8£25,000+ 55*Note that LTDS data excludes children aged under five. Where percentages do not sum to 100, this is due to rounding.




LTDS demographic profile of people on low incomes in London (2012/13) [7]

% All Less than£20k

Less than £5k

£5k–£9,999

£10k–£14,99

9

£15k– £19,99

9

£20k– £24,99

9(15,96

5)(5,877) (1,056) (1,782) (1,705) (1,334) (1,295)

GenderMen 49 44 45 40 46 46 50Women 51 56 55 60 54 54 50

Age5-10 8 9 8 10 8 7 811-15 6 6 4 6 7 7 716-24 14 16 20 15 15 14 1325-59 55 42 39 38 42 50 5360-64 5 5 5 5 5 4 465-70 5 8 8 9 8 6 671-80 5 9 9 10 9 8 681+ 3 6 7 7 5 3 3

EthnicityWhite 62 55 55 56 53 56 53BAME 37 45 45 44 47 44 47

Working status*Working full-time

47 19 4 11 24 37 45

Working part-time

10 10 7 12 9 12 13

Student 10 14 18 14 12 12 11Retired 16 28 30 32 28 20 18Not working 17 29 41 30 27 20 14

DisabledYes 10 19 26 21 17 12 9No 90 81 74 79 83 88 91

Impairment affects travelYes 9 18 24 20 15 11 9No 91 82 76 80 85 89 91*Note that LTDS data excludes children aged under five and working status does not include under

16s.

In the LTDS table above ‘disabled’ is defined as having a physical or mental impairment that has a ‘substantial’ and ‘long-term’ negative effect on their ability to do normal daily activities (defined under the Equality Act 2010). ‘Impairment affects travel’ is the




proportion who have a physical or mental impairment which affects their ability to travel.




Londoners living in a low income household are more likely to be women than men, a pattern which is common to both older and younger people. Among Londoners with a household income under £20,000, 56 per cent are women compared to 51 per cent of all Londoners [2].

Proportion of women among those living in lower income households – less than £20,000 pa (2012/13) [7]% Low income

Londoners(% women)

Base (3,333)All 56Under 25 5225-64 5765+ 59*Note that LTDS data excludes children aged under five.

EmploymentAs household incomes increase, the proportion of Londoners in work aged between 16 and 64 also rises [7].Among Londoners living in households with the lowest annual income levels, under £10,000 a year, 31 per cent are retired [7].Transport can be a significant barrier to accessing employment. Two out of five jobseekers say that a lack of transport acts as a barrier to getting work, and one in four say that the cost of transport presents a problem with getting to interviews [37].London boroughsThe boroughs with the highest proportion of residents with a low household income are:Boroughs with the highest proportion of residents with low household incomes (2012/13) [7]Borough % of low income

householdsHarrow 51Tower Hamlets 48Barking and Dagenham

48

Brent 47Hackney 45*Note that LTDS data excludes children aged under five.




The boroughs with the lowest proportion of residents living in households with an annual income of £20,000 or less are:Boroughs with the lowest proportion of residents with low household incomes (2012/13) [7]Borough % of low income

householdsRichmond upon Thames 23Bromley 27City of London / Westminster 27Wandsworth 28Merton 28*Note that LTDS data excludes children aged under five.




Travel behaviourThe average number of trips made per weekday rises with increasing household income. For Londoners with an annual household income of less than £20,000, the average number of trips per weekday is 2.40, and for Londoners with a household income of below £5,000, the average number of trips made per weekday is 2.21, compared to 2.68 for all Londoners [7].Average number of weekday trips made (2012/13) [7]Income group Average number of

weekday tripsAll 2.68Less than £5,000 2.21£5,000–£9,999 2.42£10,000–£14,999 2.40£15,000–£19,999 2.52£20,000–£24,999 2.76£25,000 + 2.86*Note that LTDS data excludes children aged under five.

According to the customer touchpoints typology, people with lower household incomes often fall into the categories of ‘travel shy’ or ‘reassurance seeker’. Both groups tend to lack confidence in using the public transport network. For Londoners classified as ‘travel shy’, familiar routes and transport options appeal more than making unfamiliar journeys. For those classified as being ‘reassurance seekers’, they will conduct their journeys seeking advice en route from staff and members of the public [45].Transport types usedWalking is the most commonly used type of transport by Londoners with low incomes. Ninety-five per cent of Londoners with an annual household income of £20,000 or less walk at least once a week in-line with 96 per cent of all Londoners [7].Buses are the next most commonly used type of transport among Londoners with a lower annual household income. Among Londoners with household incomes under £5,000, 76 per cent use the bus at least once a week. This decreases progressively with increasing household income bands so that 64 per cent of Londoners living in households with an income of £20-24,999 use the bus at least once a week – more in-line with the proportion of all Londoners using the bus weekly (61 per cent) [7].




For all other key types of transport (those used by at least 10 per cent of Londoners), smaller proportions of Londoners with a lower household income use each type of transport at least once a week than the proportion among all Londoners. Most notably, this includes driving (25 per cent of Londoners with a household income less than £20,000 do this at least once a week compared to 39 per cent of all Londoners), travelling as a car passenger (42 per cent lower income Londoners vs. 47 per cent all Londoners), National Rail (13 per cent lower income Londoners vs. 17 per cent all Londoners) and travelling by Tube (31 per cent lower income Londoners vs. 38 per cent all Londoners) [7].Similar levels of use are seen across household income bands for the DLR, motorbikes, minicabs and trams [7].Proportion of Londoners using all types of transport at least once a week

(2012/13) [7]% All All

less than£20k

Less than £5k

£5k–£9,99

9

£10k–£14,9

99

£15k– £19,9

99

£20k–£24,9

99

Base (15,965)

(5,877)

(1,056)

(1,782)

(1,705)

(1,334)

(1,295)

Walking 96 95 94 94 95 95 97Bus 61 71 76 74 69 67 64Car (as a passenger) 47 42 34 42 44 48 44Car (as a driver) 39 25 14 22 28 32 36Tube 38 31 33 30 30 33 37National Rail 17 13 12 11 12 17 14Overground 8 8 8 8 8 8 10Other taxi/minicab (PHV) 7 7 7 8 7 7 6London taxi/black cab 4 2 2 2 2 2 2DLR 4 4 4 4 5 3 5Tram (Croydon Tramlink) 2 2 3 3 2 2 2Motorbike 1 1 1 - - 1 1*Note that LTDS data excludes children aged under five.




WalkingNinety-five per cent of Londoners with an income of less than £20,000 a year walk at least once a week, a similar proportion as all Londoners (96 per cent). Most Londoners walk almost every day, 81 per cent of Londoners living in a household with an annual income of less than £20,000 walk at least five times a week [7].Frequency of walking (2012/13) [7]% All All

less than£20k

Less than £5k

£5k–£9,99

9

£10k–£14,9

99

£15k– £19,9

99

£20k–£24,9

99

Base (15,965)

(5,877)

(1,056)

(1,782)

(1,705)

(1,334)

(1,295)

5 or more days a week 83 81 81 80 80 83 853 or 4 days a week 6 7 7 7 7 6 62 days a week 4 4 4 4 5 4 31 day a week 3 3 2 4 3 2 2At least once a fortnight 1 1 1 1 1 1 1At least once a month 1 1 - 1 1 1 1At least once a year 1 1 1 1 1 1 1Not used in last year 1 2 3 3 2 1 1Never used - - 1 - - - -*Note that LTDS data excludes children aged under five.

When specific journey purposes for walking are considered, some differences appear between all Londoners and Londoners living in DE households (used as a proxy for lower income). Londoners living in DE households are less likely than all Londoners to walk to complete small errands (80 per cent DE Londoners vs. 86 per cent all Londoners), visit social places (32 per cent DE Londoners vs. 48 per cent all Londoners), or to get to work, school or college (25 per cent DE Londoners vs. 45 per cent all Londoners) [13].Walking at least once a week by purpose of journey (2014) [13]% who walk at least once a week All DEBase (1,000) (213)Walk…To complete small errands such as getting a newspaper or posting a letter

86 80


48 32

To visit friends and relatives 45 45




To get to work/school/college 45 25To take a child to school 18 18




BusSeventy-one per cent of Londoners in a low income household use the bus at least once a week (compared to 61 per cent of all Londoners) [7]. The frequency of bus travel increases with lower incomes; 76 per cent of Londoners with a household income of less than £5,000 use buses at least once a week, compared to 64 per cent with an income between £20,000 and £24,999 [7].Lower income Londoners are also more likely to use the bus on a daily basis, 34 per cent of Londoners living in a household with an annual income of less than £20,000 use the bus at least five times a day compared with 28 per cent of all Londoners [7].Frequency of travelling by bus (2012/13) [7]% All All

less than£20k

Less than £5k

£5k–£9,99

9

£10k–£14,9

99

£15k– £19,9

99

£20k–£24,9

99

Base (15,965)

(5,877)

(1,056)

(1,782)

(1,705)

(1,334)

(1,295)





CarLondoners living in households with a lower income are less likely to drive or be a passenger in a car on a frequent basis. Twenty-two per cent of all Londoners drive at least five days a week compared to 13 per cent of Londoners living in a household with a lower income; and nine per cent of all Londoners are a passenger in a car on an almost daily basis, compared with seven per cent of Londoners living in a low income household [7].Frequency of travelling by car (2012/13) [7]% All All

less than£20k

Less than £5k

£5k–£9,99

9

£10k–£14,9

99

£15k– £19,9

99

£20k–£24,9

99

Base (15,965)

(5,877)

(1,056)

(1,782)

(1,705)

(1,334)

(1,295)

5 or more days a week:Driver 22 13 6 11 15 20 22Passenger 9 7 4 6 9 9 93 or 4 days a week:Driver 7 5 4 6 5 5 6Passenger 10 9 8 8 9 12 92 days a week:Driver 6 4 3 4 5 5 5Passenger 14 12 10 12 13 13 121 day a week:Driver 4 2 2 2 3 2 2Passenger 15 14 12 15 14 13 13At least once a fortnight:Driver 1 1 - - 1 1 1Passenger 8 8 9 8 9 6 8At least once a month:Driver 2 1 1 1 1 1 1Passenger 12 13 16 13 14 10 12At least once a year:Driver 3 2 3 2 2 2 3Passenger 20 22 24 22 20 23 22Not used in last year:Driver 7 10 13 11 9 7 7Passenger 8 9 10 9 9 7 8Never used:Driver 48 61 68 63 59 57 51




Passenger 5 6 8 6 5 6 6*Note that LTDS data excludes children aged under five.

Of Londoners aged 16 or over with a household income of less than £20,000, 45 per cent have a full driving licence – lower than the 63 per cent of all Londoners [7].Proportion of Londoners aged 16 or over with a full driving licence (2012/13) [7]Income group Base Holds a full driving

licence (%)

All (13,585) 63Less than £20,000 (5,022) 45*Note that data above excludes under 16s.

Forty-three per cent of Londoners with a household income of less than £20,000 have access to a car compared to 65 per cent of Londoners overall. This declines to 23 per cent among Londoners in the lowest household income bracket (less than £5,000) [7].Proportion of Londoners in a household with access to a car (2012/13) [7]% All Less

than£20k

Less than £5k

£5k–£9,99

9

£10k–£14,9

99

£15k–£19,9

99

£20k–£24,9

99Base (15,96

5)(5,877

)(1,056

)(1,782

)(1,705

)(1,334

)(1,295

)0 cars 35 57 77 62 50 44 371 car 44 37 21 35 41 46 522+ cars 20 6 2 3 9 10 11*Note that LTDS data excludes children aged under five.




TubeUse of the Tube among Londoners living in lower income households is lower than Londoners overall (31 per cent of Londoners with household income less than £20,000 vs. 38 per cent of all Londoners). The pattern is also true for daily Tube travel, nine per cent of Londoners from a household with an income of less than £20,000 travel daily on the Tube compared to 15 per cent of all Londoners [7].Frequency of travelling by Tube (2012/13) [7]% All All

less than£20k

Less than £5k

£5k–£9,99

9

£10k–£14,9

99

£15k–£19,9

99

£20k–£24,9

99

Base (15,965)

(5,877)

(1,056)

(1,782)

(1,705)

(1,334)

(1,295)


CyclingLondoners in DE households are less likely to cycle to get around London (12 per cent do so compared to 19 per cent of all Londoners). They are also less likely to know how to cycle (73 per cent DE Londoners vs. 84 per cent all Londoners) [11]. Proportion of Londoners who cycle (2014) [11]% All DEBase (1,364) (230)Cyclist (sometimes uses a bike to get around London)

19 12


81 88




Proportion of Londoners able to ride a bike (2014) [11]% All DEBase (1,364) (230)Can ride a bike 84 73Cannot ride a bike 15 27

TfL has developed a behavioural model to look at Londoners’ readiness to cycle. Seventy per cent are self-classified as being in the ‘pre-contemplation’ category meaning they either haven’t thought about cycling or cycling more, or have thought about it but do not intend to do it; Londoners in DE households show a lower level of intent to start cycling or to cycle more, 81 per cent are in this bracket [11].Eight per cent of Londoners living in DE households are classified as being in the ‘sustained change’ category, meaning that they started cycling a while ago and are still doing it occasionally or regularly, this is lower than the 15 per cent of all Londoners in this category [11].Behaviour model of cycling (2014) [11]% All DEBase (all) (1,36

4)(230)

Pre-contemplation:‘Have never thought about it, but would be unlikely to start in the future’‘Have thought about it, but don’t intend starting in the future’‘Have never thought about it, but could be open to it in the future’

70 81

Contemplation:‘Thinking about starting soon’

8 4

Preparation: ‘Decided to start soon’

1 -

Change:‘Have tried to start recently, but am finding it difficult’‘Have started recently and am finding it quite easy so far’

1 1

Sustained change:‘Started a while ago and am still doing it occasionally’ ‘Started a while ago and am still doing it regularly’

15 8

Lapsed:‘Started doing this but couldn’t stick to it’

6 5




Cycling schemesCompared to all Londoners, people living in lower income households are less likely to be aware of Barclays Cycle Hire. Eighty-three per cent of all Londoners are aware, compared to 78 per cent of Londoners living in DE households [11].Twenty-three per cent of casual Barclays Cycle Hire users (defined as not having a Barclays Cycle Hire key) live in a household with an annual income of £20,000 or less, and five per cent of members live in a household with an annual income of £20,000 or less [21].Members of DE households are less likely to say they will use Barclays Cycle Hire in the future (nine per cent claim they are likely to do so, compared to 14 per cent of all Londoners yet to hire a bicycle) [11].Expected use of Barclays Cycle Hire in the future (2014) [11]% All DEBase (all who have not hired a bicycle yet) (1,20

7)(221)


A similar pattern of awareness is found for Barclays Cycle Superhighways as for Barclays Cycle Hire. Londoners living in DE households are less likely to be aware of Barclays Cycle Superhighways compared to all Londoners (43 per cent vs. 50 per cent)23 [11].Among people who have not used Barclays Cycle Superhighways, members of DE households are less likely to say they expect to use them in future than all Londoners (seven per cent vs. 15 per cent) [11].Expected use of Barclays Cycle Superhighways in the future (2014) [11]% All DEBase (all who are aware of Superhighways but who have not used one)

(436) (70)

Yes 15 7No 84 93Don’t know 1 -

23 There remains some confusion between Barclays Cycle Superhighways and Barclays Cycle Hire. Once BCSHs are described, 18 per cent who originally reported being aware of BCSH (in the figures above) say they were thinking of something else (21 per cent of DE Londoners).




Journey purposeReflecting the lower levels of employment among Londoners living in a household with an income of less than £20,000 per year, journeys for the purposes of work (getting to usual workplace/other work related combined) make up 11 per cent of weekday journeys, compared with 19 per cent for all Londoners [7].A greater proportion of journeys are completed for the purposes of shopping and personal business (32 per cent for Londoners with a household income of less than £20,000 vs. 26 per cent all Londoners) [7].Weekday journey purpose (2012/13) [7]% All All

less than£20k

Less than £5k

£5k–£9,99

9

£10k–£14,9

99

£15k–£19,9

99

£20k–£24,9

99

Base – all trips by LondonersShopping/personal business

26 34 42 37 32 27 26

Usual workplace 19 10 3 7 10 19 16Leisure 23 24 29 22 24 22 24Education 18 22 18 26 21 21 19Other work related 8 4 2 3 5 6 9Other 7 6 6 5 7 5 7*Note that LTDS data excludes children aged under five.

Ticket typesOyster pay as you go is used by smaller proportions of Londoners living in DE households than all Londoners for Tube and bus travel; 49 per cent of DE Londoners use Oyster PAYG on the bus compared with 65 per cent of all Londoners, and 49 per cent of DE Londoners use Oyster PAYG on the Tube compared with 67 per cent of all Londoners [24]. Londoners in DE households are more likely to travel using a Freedom Pass than all Londoners. Forty-four per cent of Londoners living in DE households use the Freedom Pass when travelling by bus compared to 24 per cent of all Londoners. The same pattern is observed for Tube travel where 43 per cent of Londoners living in a DE household use a Freedom Pass, compared with 21 per cent of all Londoners [24].The use of cash and single/return tickets is low and is comparable between those with lower household incomes and all Londoners [24]. The use of cash on buses has now been phased out.




Tickets and passes used on public transport (October 2013) [24]% All DE

Bus:Base (all who use the bus) (878) (193)Oyster PAYG 65 49Freedom Pass (OAP/blind/disabled) 24 44Cash/single/return 1 2Any Travelcard 10 4Any Bus Pass 2 1

Tube:Base (all who use the Underground)

(857) (151)

Oyster PAYG 67 49Freedom Pass (OAP/blind/disabled) 21 43Cash/single/return 2 1Any Travelcard 14 8

Train: Base (all who use the train) (762) (133)Oyster PAYG 59 52Freedom Pass (OAP/blind/disabled) 21 34Cash/single/return 10 6Any Travelcard 17 9

DLR: Base (all who use the train) (406) (56)Oyster PAYG 59 37Freedom Pass (OAP/blind/disabled) 20 35Cash/single/return 5 5Any Travelcard 12 12Tickets and passes not shown for tram due to small base sizes..




TravelcardsFifty per cent of Londoners in households with an income of less than £20,000 do not have an Oyster card compared to 40 per cent of all Londoners [7].Londoners living in lower income households are more likely to hold an older person’s Freedom Pass and less likely to use Oyster PAYG and Travelcards than all Londoners [7].Even when looking only at lower income Londoners aged under 65 (who are therefore not eligible for the older person’s Freedom Pass), Oyster card ownership is lower than among the equivalent age group of all Londoners (63 per cent Londoners aged under 64 from lower income household vs. 67 per cent all Londoners aged under 64) [7].Ticket types held (2012/13) [7]% All All

less than£20k

Less than £5k

£5k–£9,99

9

£10k–£14,9

99

£15k–£19,9

99

£20k–£24,9

99

Base (15,965)

(5,877)

(1,056)

(1,782)

(1,705)

(1,334)

(1,295)

Have an Oyster card

60 50 48 47 51 55 60

Do not have an Oyster card 40 50 52 53 49 45 40Older person’s Freedom Pass 15 24 24 27 25 19 17Disabled person’s Freedom Pass 2 4 6 4 3 2 1*Note that LTDS data excludes children aged under five.




BarriersBarriers to greater public transport useSeveral research programmes have been conducted by TfL investigating the barriers faced by Londoners when using public transport; findings from each of these studies are in general agreement. However, it is worth noting that the issue of barriers is complex and the specific questions posed of Londoners may impact on the response provided. The impact of specific barriers may also be much more significant for some Londoners than others.The most common barrier to increased public transport use, mentioned by 54 per cent of Londoners living in DE households, is overcrowded services; this is similar to the proportion of all Londoners who consider overcrowding to be a barrier (56 per cent) [9].For Londoners in lower income households overcrowding is followed by concern about antisocial behaviour which prevents a higher proportion of DE Londoners from using public transport more often than all Londoners (44 per cent DE Londoners vs. 35 per cent all Londoners) [9]. Factors relating to crime and safety are more likely to prevent Londoners living in DE households than all Londoners from using public transport more often. The issues more likely to be mentioned by Londoners in DE households are: Fear of knife crime (mentioned by 32 per cent of DE Londoners

compared to 24 per cent of all Londoners) Fear of crime getting to the bus/train (34 per cent DE Londoners vs. 27

per cent all Londoners) Fear of crime on the bus/train (32 per cent DE Londoners vs. 25 per

cent all Londoners) Fear of terrorist attacks (19 per cent DE Londoners vs. 12 per cent all

Londoners) In addition, 15 per cent of Londoners in DE households are put off using public transport more often because of the risk of accidents, compared with nine per cent for all Londoners [9].




Barriers to using public transport more often (prompted) (2013) [9]% All DEBase (4,122) (767)Overcrowded services 56 54Concern about antisocial behaviour

35 44

Cost of tickets 48 41Unreliable services 36 35Fear of crime getting to the bus/train 27 34Slow journey times 38 33Fear about knife crime 24 32Fear of crime on the bus/train 25 32Dirty environment on the bus/train 26 31Fear of terrorist attacks 12 19Dirty environment getting to the bus/train 17 18Risk of accidents 9 15Graffiti 9 13Lack of information on how to use public transport 10 11Don’t understand how to buy bus tickets 4 4None of these 17 19

The barriers mentioned by higher proportions of Londoners living in DE households compared to all Londoners may be influenced by other demographic variables aside from household income. Those with lower household incomes are more likely to be women, older, disabled and/or from a BAME ethnic group. Taking ‘fear of crime on the bus/train’ as an example, this barrier is also more likely to be mentioned by women and BAME Londoners.





episodes Anxious – reports general worry, but no specific recent episodes Worried – reports general worry, and specific recent episodes Don’t knowThe majority of Londoners fall into the ‘unworried’ category which means that they are generally unworried about their personal security in London, and have experienced no incidents that made them feel worried in the last three months. A slightly lower proportion of DE Londoners are considered ‘unworried’ than among all Londoners (71 per cent DE Londoners vs. 74 per cent all Londoners) [9].Typology of worry (2013) [9]% All

LondonersDE


There is little difference in the level of concern about personal security when using public transport between all Londoners and those living in a DE household [9].Levels of concern about personal security when using public transport in London (2013) [9]% All

LondonersDE

LondonersBase (4,122) (767)Not at all worried 39 36A little bit worried 47 45Quite a bit worried 10 12Very worried 3 5Don’t know 1 1




Slightly fewer DE Londoners take precautions against crime and antisocial behaviour while travelling on public transport than all Londoners (37 per cent DE Londoners vs. 41 per cent all Londoners). The most common precautions include sitting by others (44 per cent of DE Londoners taking precautions mentioned this) and travelling with someone else (31 per cent of DE Londoners taking precautions mentioned this). Among DE Londoners who do take precautions, a larger proportion, albeit the minority, say that these precautions affect their quality of life negatively ‘quite a bit’ or ‘very much’ (13 per cent DE Londoners vs. seven per cent all Londoners) [9].In terms of actual experiences, the proportion of DE Londoners and all Londoners who have felt worried about their personal security when using public transport in London in the past three months is the same (17 per cent DE Londoners vs. 18 per cent all Londoners). Those who have felt worried about their personal security when using public transport in the last three months were asked on which type of transport they experienced this event. DE Londoners are much more likely to have experienced their last worrying event on the bus than all Londoners (65 per cent DE Londoners vs. 49 per cent all Londoners). It is important to note this reflects the considerably higher use of buses by DE Londoners compared with Tube or train [9].Crime and antisocial behaviour concerns affect the frequency of travel during the day ‘a little’ or ‘a lot’ for some Londoners. This is more the case for Londoners living in a DE household than all Londoners (26 per cent DE Londoners using the bus during the day compared to 20 per cent for all Londoners) [9]. Proportion of Londoners for whom concerns over crime/antisocial behaviour affect the frequency of their public transport use ‘a lot/a little’ (2013) [9]% All

LondonersDE

LondonersBase (4,122) (767)Overall: During the day/after darkUnderground/buses/National Rail

56 62

During the day:Underground/buses/National Rail

25 34

Underground 17 24Buses 20 26National Rail 12 14

After dark:Underground/buses/National 53 55




RailUnderground 41 44Buses 46 48National Rail 32 32




Customer satisfactionOverall satisfactionOverall satisfaction with various transport types in London is measured on an 11-point scale, with 10 representing extremely satisfied and zero representing extremely dissatisfied (this is then scaled up to 100). TfL has standardised satisfaction ratings which are shown in the table below. This allows TfL to apply consistent analysis across a wide range of satisfaction research. Average rating Level of satisfactionUnder 50 Very low/weak/poor50-54 Low/weak/poor55-64 Fairly/relatively/quite


Satisfaction levels are very similar for those living in DE households or households with a lower income and all customers [10].For bus services, customers in DE households give a fairly good/high overall satisfaction rating of 83 out of 100, on par with the mean score of 83 given by all Londoners. Likewise, Tube customers living in DE households give a similar satisfaction mean rating of 84 out of 100 to the 83 given by all customers [10].




Overall satisfaction with transport types – all customers (2013/14) [10]Satisfaction score (0-100) All DE customersBus services:Base (14,990) (4,984)Satisfaction score 83 83Bus stations:Base (3,699) (489)Satisfaction score 77 79Underground: Based on income

<£20kBase (17,684) (4,393)Satisfaction score 83 84London Overground:Base (5,580) (367)Satisfaction score 82 83Night buses:Base (835) (281)Satisfaction score 81 81Trams:Base (4,474) (635)Satisfaction score 89 90Victoria Coach Station:Base (1,239) (132)Satisfaction score 79 80London River Service: Based on income

<£20kBase (1,600) (108)Satisfaction score 89 90Black cabs/taxi: Based on income

<£20kBase (582) (88)Satisfaction score 83 79Minicabs: Based on income

<£20kBase (423) (101)Satisfaction score 82 82

Satisfaction not shown for Dial-a-Ride, DLR and Woolwich Ferry as the data is not available for income or social grade.




BusCustomers using buses give an overall satisfaction score of 83 out of 100 which is considered good or fairly high. Among customers living in a DE household who use the bus, satisfaction is the same level (83 out of 100) [10].Overall satisfaction with buses has remained steady for both customers living in a DE household and customers overall during the past four to five years [10].Overall satisfaction with buses over time [10]

2002

/03

2003

/04

2004

/05

2005

/06

2006

/07

2007

/08

2008

/09

2009

/10

2010

/11

2011

/12

2012

/13

2012

/140

10

20

30

40

50

60

70

80

90

100

76 77 78 78 77 79 80 79 80 80 82 8378 79 79 79 80 81 82 81 80 81 82 83

All customers Social grade DE




Satisfaction with value for money stands at 70 out of 100 for customers from DE households in-line with the score of 71 out of 100 for customers overall. This is considered to be a fairly good result [10].Satisfaction with value for money with buses over time [10]

2002

/03

2003

/04

2004

/05

2005

/06

2006

/07

2007

/08

2008

/09

2009

/10

2010

/11

2011

/12

2012

/13

2013

/140

10

20

30

40

50

60

70

80

90

100

78 7772 72 71 74 74 73

69 66 677180 77

71 72 73 74 73 7368 66 68 70

All customers Social grade DE

Drivers of satisfactionThe satisfaction of bus customers is driven mostly by how long the journey took and how long the customer waited for the bus. Safety and security when waiting for the bus is also an important driver of satisfaction as are comfort factors [10].Drivers of satisfaction for bus users [10]All customers Customers living in D

householdsCustomers living in E households

Journey time Journey time Time waited to catch the bus

Time waited to catch bus Comfort inside the bus Journey timeSafety and security on bus

Safety and security at stop/shelter Comfort inside the bus

Comfort inside the bus Time waited to catch the bus

Smoothness and freedom from jolting


Smoothness and freedom from jolting

Safety and security on bus




TubeAmong customers living in a low income household, overall satisfaction with the Tube is fairly high and is in-line with the score provided by customers overall (84 out of 100 customers with an annual household income of less than £20,000 vs. 83 out of 100 all customers) [10]. Overall satisfaction with the Tube over time [10]

2002

/03

2003

/04

2004

/05

2005

/06

2006

/07

2007

/08

2008

/09

2009

/10

2010

/11

2011

/12

2012

/13

2013

/140

10

20

30

40

50

60

70

80

90

100

75 76 78 78 76 77 79 79 79 80 83 8378 80 80 81 80 79 83 83 79 82 85 84

All customers Household income <£20k




Customers with a lower household income are slightly more likely than all customers to be satisfied with the Tube offering value for money (70 out of 100 vs. 67 out of 100) [10].Satisfaction with value for money with the Tube over time [10]

2002

/03

2003

/04

2004

/05

2005

/06

2006

/07

2007

/08

2008

/09

2009

/10

2010

/11

2011

/12

2012

/13

2013

/140

10

20

30

40

50

60

70

80

90

100

63 64 62 62 61 63 65 67 65 6266 67

70 69 68 67 67 6771 73

67 68 68 70

All customers Household income <£20k

Drivers of satisfaction are not calculated for low income customers, as social grade classification is not undertaken.OvergroundSatisfaction with the Overground is high among customers living in a DE household and is in-line with customers overall (83 out of 100 for DE customers vs. 82 out of 100 overall) [10].Value for money stands at 69 out of 100 among Overground users living in a DE household which is consistent with the all customers score (70 out of 100) [10].Drivers of satisfaction are not calculated for low income customers, as insufficient social grade classification is available.




StreetsSimilar proportions of Londoners living in a DE household and all Londoners say that they are satisfied with walking and car journeys in London (68 per cent of DE Londoners are satisfied with their last walking journey and 62 per cent are satisfied with their last car journey) [27]. Overall satisfaction with streets and pavement after last journey (2014)

[27]Net fairly satisfied/very satisfied (%) All DE

Walking journeyBase (973) (174)Net: Fairly satisfied/very satisfied 68 68

Car journeyBase (857) (145)Net: Fairly satisfied/very satisfied 61 62Satisfaction with cycling journeys not shown due to small base size.

Transport for London Road NetworkSatisfaction with the general impression of the TLRN is reasonable to fairly good. Customers with a lower household income (less than £20,000) give a score of 72 out of 100 for walking, 73 out of 100 for travelling by bus, and 69 out of 100 for driving on the TLRN [10].Overall satisfaction – general impression of red routes (2012/13) [10]% All Household

income <£20,000

WalkingBase (1,045) (202)CSS out of 100 69 72

Travelling by busBase (533) (113)CSS out of 100 70 73

DrivingBase (934) (145)CSS out of 100 67 69Satisfaction with cycling journeys not shown due to small base size.




Access to informationAccess to the internetNote: Data on use of the internet and mobile devices is presented for each equality area. Analysis of Londoners living in households with lower incomes’ use of the internet is undertaken using a combined dataset – for some equality areas analysis is undertaken using the most up-to-date quarter (April 2014), however, due to sample size limitations a combined dataset is required.

People living in households with lower incomes are significantly less likely to have access to the internet compared to all Londoners – 68 per cent of people from DE households have access compared to 90 per cent of all Londoners [36].Access to the internet (Jan 2012–Oct 2013) [36]% All Londoners DE LondonersBase (4,029) (834)Any access 90 68Access at home 88 66Access ‘on the move’

56 30


Younger Londoners living in DE households have high internet access, however, as there are many older people living in DE households and the proportion of this group who access the internet is much lower, this brings the overall figure for DE Londoners down [36].Access to the internet by age (Jan 2012–Oct 2013) [36]

DE Londoners Base Accessing the internet (%)

16-24 (59) 9825-64 (368) 7665+ (407) 39

Reasons for using the internet are broadly the same for Londoners in DE households and all Londoners; although the proportion of those living in DE households using the internet for various reasons is lower than for all Londoners. Key reasons for use include: Email (91 per cent DE Londoners vs. 94 per cent for Londoners overall) Finding and sourcing information (84 per cent vs. 90 per cent overall) Buying goods and services (70 per cent vs. 83 per cent overall) Accessing live travel information (64 per cent vs. 76 per cent overall)




Social media and networking (62 per cent vs. 67 per cent overall) Day-to-day travel plans (51 per cent vs. 66 per cent overall) Maps and directions (56 per cent vs. 64 per cent overall) [36]Device usage and behaviourSmartphone ownership is lower among DE Londoners than among Londoners overall (44 per cent DE Londoners vs. 67 per cent all Londoners) [36]Proportion of Londoners who use a smartphone (iPhone, BlackBerry, other) (Jan 2012–Oct 2013) [36] % All Londoners DE

LondonersBase (4,029) (834)Uses a smartphone 67 44

Use of the TfL websiteForty-eight per cent of Londoners living in a DE household access the TfL website compared to 76 per cent all Londoners [36].Frequency of visiting the TfL website (Jan 2012–Oct 2013) [36]% All DEBase (4,029) (834)Daily 9 7Up to 3-4 times a week 21 10Up to 3-4 times a month 20 10About once a month 14 10Less than once a month 12 11Never 23 50

As with internet access generally, a greater proportion of younger DE Londoners access the TfL website than older DE Londoners [36].Access to the TfL website by age [36]

DE Londoners Base Accessing the TfL website (%)

16-24 (59) 7025-64 (368) 5965+ (407) 24

Accessing information in the event of travel disruption When facing delays or disruption on public transport during a journey, a lower proportion of Londoners living in DE households will seek information than all Londoners (70 per cent vs. 82 per cent). Fifty-one per cent seek out staff, listen for announcements




or look out for information (compared to 52 per cent of all Londoners) and 24 per cent use TfL’s website (compared to 44 per cent of all Londoners) [36].



Lesbian, Gay and Bisexual (LGB) Londoners

Summary: Lesbian, gay and bisexual (LGB) Londoners

Key findings

Londoners who identify themselves as being lesbian, gay or bisexual total 2.5 per cent [8]

Five per cent of people living in a couple in Inner London are in a same-sex relationship [2]

Similar proportions of lesbian, gay, bisexual and transgendered (LGBT) people as all Londoners mention concerns over crime and antisocial behaviour as potential barriers to increased Tube use. LGBT Londoners are more likely to mention issues of overcrowding, cost and unreliability [83]

For some LGBT people, fears over intimidation and/or abuse affect travel behaviour [84]

LGBT Londoners are less likely than Londoners overall to state that they feel welcome on the Tube (33 per cent vs. 44 per cent) and nine per cent state that they feel ‘excluded’ by it [83]

Profile of lesbian, gay and bisexual LondonersLondon has the highest proportion of adults who think of themselves as LGB than any other region of the UK. In London 2.5 per cent of people consider themselves to be lesbian, gay or bisexual [8].Across the whole of the UK, 1.5 per cent of people see themselves as LGB. LGB people are slightly more likely to be men than women (58 per cent are men and 42 per cent women) and more likely to be younger (2.6 per cent of 16- to 24-year-olds, compared with 0.4 per cent of 65-year-olds or older across the whole of the UK)24 [8].Other figures for the proportion of people who are LGB tend to be higher, Stonewall, a lesbian, gay and bisexual charity, quotes on its website:‘The Government is using the figure of five to seven per cent of the population which Stonewall feels is a reasonable estimate. However, there is no hard data on the number of lesbians, gay men and bisexuals in the UK as no national census has ever asked people to define their sexuality.’ [85].Londoners living in a couple are more likely to be in a same-sex relationship in Inner London than Outer London – five per cent of people living as a couple in Inner London are in a same-sex

24 Please note that approximately five per cent of people interviewed did not give a response to this question.

Transport for London – Lesbian, Gay and Bisexual (LGB) Londoners 299



relationship compared with 1.8 per cent in Outer London boroughs [2].This chapter focuses on the experiences of LGB people. Transgender Londoners are included in some older research findings presented in this chapter. Future research on transgender will be included in the chapter on women.BarriersVery few differences exist between heterosexual and LGBT25 people regarding spontaneously mentioned barriers to increased Tube use. Some differences exist when people are prompted with a list of potential barriers; LGBT people are more likely to cite overcrowded services (73 per cent compared to 60 per cent of all Londoners), the cost of tickets (54 per cent LGBT vs. 43 per cent all Londoners) and unreliable services (50 per cent LGBT vs. 33 per cent all Londoners) as potential barriers to increased Tube use [83].Fears of intimidation and/or abuse are sometimes mentioned by LGBT Londoners as barriers for increased public transport use. The extent to which these fears affect travel behaviour depends on people’s personalities, previous experiences and the degree to which they perceive themselves as being visibly LGBT [84].Although not held by TfL, there are a number of reports available on more generic research issues concerning sexual orientation published by Stonewall. These can be found at http://www.stonewall.org.uk/what_we_do/research_and_policy/default.asp

25 Data in this survey is based on the broader definition of LGBT rather than LGB, and looks specifically at barriers to Tube travel rather than travel on public transport in general.



http://www.stonewall.org.uk/what_we_do/research_and_policy/default.asp

http://www.stonewall.org.uk/what_we_do/research_and_policy/default.asp


IntroductionLondon is home to the largest lesbian, gay and bisexual population in the UK. London’s LGB population is diverse, though it has a younger age profile than the wider population of London [8].Surveys rarely collect and analyse data by sexual orientation. Therefore the data in this chapter is predominantly derived from the Office for National Statistics Integrated Household Survey and TfL’s own research into barriers to increased Tube use.It should be noted that the differences highlighted between groups of individuals in this chapter may well be influenced by a number of factors other than sexual orientation, with age, gender, income and education all affecting perceptions towards travel in London.

Profile of LGB LondonersPeople who identify themselves as LGB total 2.5 per cent of London’s population. This is higher than the UK average; 1.5 per cent of people across the country as a whole identify themselves as LGB. In London, 7.2 per cent of people declined to reveal their sexual identity as part of the ONS survey or said they did not know, 0.4 per cent responded ‘other’ and the remaining 89.9 per cent said heterosexual [8].Sexual identity in London and the UK (Jan–Dec 2012) [8]

% London UKHeterosexual 89.9 93.5Lesbian/gay/bisexual 2.5 1.5Other 0.4 0.3Don’t know/refusal/non-response

7.2 4.7

Base: 178,197.

Measuring the proportion of LGB people in the population is challenging as some people do not define themselves with a particular sexual identity and many people consider this to be a private topic. The ONS asks questions focused on sexual identity (how people perceive themselves) as opposed to sexual attraction, behaviour and/or orientation26.

26 Those completing the survey face-to-face are asked: ‘Which of the options on this card best describes how you think of yourself?’ Those completing the survey over the telephone are asked: ‘I will now read out a list of terms people sometimes use to describe how they think of themselves…as I read the list again please say ‘yes’ when you hear the option that best describes how you think of yourself.’




Other sources quote higher proportions. These higher reported proportions of LGB Londoners may also reflect the use of definitions broader than ‘sexual identity’. According to TfL research conducted in 2007, three per cent of Londoners are LGBT27 [83].Stonewall, says on its website:‘The Government is using the figure of five to seven per cent of the population which Stonewall feels is a reasonable estimate. However, there is no hard data on the number of lesbians, gay men and bisexuals in the UK as no national census has ever asked people to define their sexuality.’ [85].At the time of the 2011 Census, 2.9 per cent of people living in a couple in London were in a same-sex relationship; across the UK as a whole the figure is 1.5 per cent. The proportion of same-sex couples varies considerably across London, with couples living in Inner London boroughs most likely to be in a same-sex relationship; five per cent of Inner Londoners living in a couple were in a same-sex relationship compared with 1.8 per cent of Outer Londoners [2].The boroughs with the highest proportion of couples living in a same-sex relationship are the City of London (8.6 per cent), Southwark (seven per cent), Lambeth (6.8 per cent) and Islington (6.2 per cent) [2].London is also home to the largest proportion of civil partnership formations, 25 per cent of civil partnerships formed in 2012 were in the Capital [89].Lesbian, gay or bisexual people are slightly more likely to be men than women (58 per cent are men and 42 per cent women across the whole of the UK) and more likely to be younger (2.6 per cent of 16- to 24-year-olds, compared with 0.4 per cent of 65-year-olds or older across the whole of the UK)28 [8].Research undertaken by ONS in 2010 shows people identifying themselves as LGB within the UK are slightly more likely to be white than heterosexual people (93 per cent of LGB people are white compared to 91 per cent of heterosexual people). This finding should be interpreted with caution when extrapolating to London since the proportion of Londoners who are from a BAME group is higher than for the UK as a whole [86].LGB people are also more likely to be in managerial and professional occupations (42 per cent) compared to heterosexual people (31 per cent) [86].

27In response to the question, ‘as part of this survey, we are interested in collecting basic information about sexual orientation. So would you say that you are...’28 Please note that approximately five per cent of people interviewed did not give a response to this question.




It is important to note that people from different backgrounds and occupations have different levels of openness about identifying themselves as LGB in surveys and so caution needs to be applied when interpreting these results.




Demographic profile according to sexual identity (2009/10) (UK) [86]% Heterosex

ualLGB

Base (225,819) (3,574)GenderMen 49 55*Women 51 45*

Age16-24 15 1825-44 34 4745-64 32 2765+ 20 8

EthnicityWhite 91 94BAME 9 7

Social gradeManagerial and professional occupations

31 42

Intermediate occupations 16 15Routine and manual occupations 29 23Never worked and long-term unemployed

6 5

Not classified 18 15*More recent research has been undertaken into sexual identity by ONS, but the 2010 data release provides the greatest profiling information. The most recent ONS Household survey data on sexual identity shows 58 per cent of LGB people to be men and 42 per cent women.




BarriersIn 2007, TfL conducted research into the barriers that prevent people from using the Tube more frequently. More than 2,500 people participated in this research, of which 90 identified themselves as being LGBT and a further 216 declined to answer the question regarding their sexuality [83].The most common barrier to increased Tube use, given spontaneously by all respondents and people self-identified as LGBT, is ‘no need to [use the Tube]’, this is mentioned by 40 per cent of all respondents and 37 per cent of LGBT respondents. The second most common reason given spontaneously by 16 per cent of all respondents and 13 per cent of LGBT respondents is that they do not travel to or within London much [83].The barriers spontaneously mentioned by LGBT Londoners and all Londoners do not differ between the two groups, with the exception of ‘no local station/too far away’, six per cent of all Londoners say this compared to two per cent of LGBT Londoners [83].Barriers to using the Underground more frequently (unprompted) (2007)

[83]% All

respondents

LGBT Refused LGBT

questionBase (2,683) (90) (216)No need to [use the Tube] 40 37 34Don’t travel to/in London much 16 13 18Prefer other modes 14 19 17Too overcrowded/busy 10 13 8Too expensive/other modes cheaper

8 13 7

Inconvenient/other modes are more convenient

7 8 11

No local station/too far away 6 2 6Couldn’t use it more 5 3 1Unreliable/other modes are more reliable

4 5 7

Unsafe/feels more safe on other modes

4 4 4

Health/mobility impairments/old age

4 4 6

Dirty/smelly 3 3 5Dislike/hate the Tube 3 2 6Responses greater than two per cent for all respondents shown.

There are some differences between all Londoners and LGBT Londoners when prompted with a list of possible barriers to increased Tube use. LGBT Londoners are more likely to agree that overcrowded services (73 per cent LGBT vs. 60 per cent all




Londoners), the cost of tickets (LGBT 54 per cent vs. 43 per cent all Londoners) and unreliable services (50 per cent LGBT vs. 33 per cent all Londoners) stop them using the Tube more frequently [83]. Other possible barriers (such as concerns over antisocial behaviour and fear of crime) are mentioned by similar proportions of LGBT Londoners and all Londoners.

Barriers to using the Underground more frequently (prompted) (2007) [83]

% All responden

ts

LGBT Refused LGBT

questionBase (2,683) (90) (216)Overcrowded services 60 73 57Cost of tickets 43 54 48Unreliable services 33 50 35Concern about antisocial behaviour

32 31 33

Dirty environment on the Tube 28 33 32Slow journey times 27 36 34Fear of crime on the Tube 27 28 28Fear of crime getting to the Tube 22 22 27Fear of terrorist attacks 22 19 26Dirty environment getting to Tube

20 24 24

Risk of accidents 12 9 13Lack of information on how to use services

8 12 12

Don’t understand how to use system

3 5 4

Don’t understand how to buy tickets

2 7 4

None of these 17 14 17

Nine per cent of LGBT Londoners agree that they ‘feel excluded from the Underground’; this is in-line with 11 per cent of all Londoners.LGBT Londoners are less likely to agree that they feel welcome on the Underground compared with Londoners in general (33 per cent LGBT vs. 44 per cent all Londoners) [83].Feelings of exclusion and inclusion on the Underground (2007) [83]% All

respondents

LGBT Refused LGBT

questionBase (2,683) (90) (216)




I feel excluded from the UndergroundAgree 11 9 10Disagree 67 66 64I feel welcome on the UndergroundAgree 44 33 35Disagree 17 19 25

In research looking at the travel barriers faced by LGBT people, fear of intimidation and/or abuse emerged as a potential barrier. Modifications to travel behaviour as a result of such fears are thought to depend on many factors including people’s personalities, previous experiences and the degree to which they perceive themselves as visibly LGBT [84].For some, particularly disabled LGBT people, hate crime is a particular concern as are the difficulties experienced when reporting it, however, TfL is not aware of any research findings that are available on this topic related to transport in London.



Bibliography[1] Greater London Authority (2010) Mayor's Transport Strategy[2] Office for National Statistics (2011) Census [3] Greater London Authority (2013) Round of Demographic Projections[4] Office for National Statistics (2006–08 to 2010–12) Life Expectancy at Birth and at Age 65 by Local Areas in the United Kingdom[5] Transport for London planning[6] Greater London Authority (2013) Diversity in London[7] London Travel Demand Survey (2012/13)[8] Office for National Statistics (2012) Integrated Household Survey [9] Transport for London (2013) Attitudes to Safety and Security – Annual Report[10] Transport for London (2013/14) Customer satisfaction surveys[11] Transport for London (2014) Attitudes to cycling[12] Greater London Authority (2007–2011) Casualty Tables [13] Transport for London (2014) Attitudes to walking[14] Greater London Authority (2012) Equal Life Chances for All[15] Greater London Authority (2012) Round final ethnic group population projections[16] Office for National Statistics (2001) Census [17] Greater London Authority (2010) 20 facts about London’s culture[18] Office for National Statistics (2010) Indices of Deprivation 2010[19] Office for National Statistics (2011) Census Snapshot: Main Language[20] Transport for London (2008) Bus user survey[21] Transport for London (July 2013) Barclays Cycle Hire customer satisfaction and usage survey (BCH CSS) [23] Transport for London (2012) Dial-a-Ride membership profile[24] Transport for London (Oct 2013) Oyster Tracker[25] London School of Hygiene and Tropical Medicine (2007) Road Safety of London’s Black and Asian Minority Ethnic Groups[26] Transport for London (2004) Child pedestrian casualty rates[27] Transport for London (2014) Streets Management CSS report[28] Transport for London (2008–2011) Race Equality Scheme[29] Transport for London (April 2014) Digital and Social Media Monitor[30] Transport for London (1999–2000) London Residents Travel Survey[31] Transport for London (July 2013) Website Customer Satisfaction Report[32] Transport for London (2012) Single Equality Scheme and 2013 Progress Report[33] Office for National Statistics (2013) Annual Survey of Hours and Earnings (ASHE) Region by occupation – provisional tables[34] Greater London Authority (2010) Working Paper 45: Women in London’s Economy – Update 2010[36] Transport for London (Jan12–Oct13) Digital Media Monitoring combined analysis[37] Transport for London (2010) London Underground: Customer Insight Report: Accessibility and Inclusion[38] Transport for London (2012) Lift signage accessibility [39] Transport for London (2004) Buggies on buses[40] Transport for London (April 2012) Reducing conflict in the wheelchair space



report[41] Transport for London (2004) Buggies on Buses – Ergonomics[42] Transport for London (2013) Project Guardian: Encouraging reports of unwanted sexual behaviour on London’s transport network[43] Transport for London (2014) Safer Travel at Night[44] Transport for London (2014) Press release: More than 170 drivers arrested as part of illegal cab touting crackdown[45] Transport for London (2009) Customer Touchpoints Needs and Gaps, Part 1: Overview[46] Transport for London (2013) Evaluation of customer information effectiveness[47] Transport for London (2009) Travel in London Report 6[48] Transport for London (2010) Safety issues for older drivers[49] Department for Transport (2012) National Travel Survey, Table NTS0203[50] Transport for London (2009) Understanding older people’s travel barriers and their impacts[51] Transport for London (2008) Active Travel and Young People[52] Department for Transport (2012) National Travel Survey, Trips to and from school by main mode, region and area type[53] Transport for London (2008) Attitudes to cycling[54] Transport for London (2009) Salient barriers and motivations for Near Market Cyclists[55] Transport for London (2012) Evaluation of the Accreditation Scheme (STAR)[56] Transport for London (2008) 18+ Student Travel Profiling in London[57] Transport for London (2011) Teen Road Safety Campaign Territory Development Research[58] Transport for London (April 2014) Teen Road Safety Campaign Evaluation [59] Transport for London (2013) Understanding disabled people’s barriers[60] Transport for London (2013) Review of accessible travel information[61] Transport for London (2013) Business Plan[62] Transport for London (2013) Evaluation of Bike It[63] Transport for London (2014 update) Your accessible transport network[64] Transport for London (Q3 2013/14) AMTS Bus [65] Transport for London (2012) Social media monitoring during the Games[66] Transport for London (2012) Disabled Londoners during the Olympics qualitative research[67] Transport for London (2004) Disabled People's Transport Needs and Aspirations Study[68] Transport for London (2013) Social Media Monitoring of Accessibility[69] Transport for London (2013) Accessible Information on rail and Tube map[70] Transport for London (2013) Accessibility Campaign Creative Development[71] Transport for London (2011) Accessibility and Disability[72] Transport for London (2009) Mobility scooter access to London buses[73] Transport for London (2010) The journey experiences of young disabled people[74] Transport for London (2012) AMTS New Bus for London[75] Transport for London (June 2012) London Underground Staff Visibility[76] Transport for London (Q3 2013/14) AMTS[77] Transport for London (2013) Accessible information on rail and Tube map – Desk research



[78] Transport for London (Q3 2013/14) AMTS Pre-journey information[79] Transport for London (2012) Green Park station – Step-free access report[80] Transport for London (2014) Signage Research[81] Transport for London (2008) Legible London walking information – suitability for people with disabilities[82] Office for National Statistics (2011) Census: NS-SeC of Household Reference Person (HRP) – People, local authorities in the United Kingdom[83] Transport for London (2007) LGBT Profiling and Barriers to Tube Usage Report 2007/08[84] Transport for London (2007) Understanding lesbian, gay, bisexual and transgendered people’s travel barriers[85] Stonewall website (2014)[86] Office for National Statistics (2010) Measuring Sexual Identity: An Evaluation Report[87] Transport for London (2013) Mobility Aid Recognition Scheme research[88] Office for National Statistics (2012) Disability-free life expectancy, sub-nationalestimates for England, 2007–09[89] Office for National Statistics (2012) Civil Partnership Formations[90] Transport for London (Q4 2013) Reputation Tracker[91] Transport for London (2007) Information products for people with accessibility needs and people with visual impairments[92] Transport for London (2014) STaN Campaign evaluation research[93] Transport for London (2011) Tickets – Discounts for adults[94] Greater London Authority (2012/13) The Mayor’s Annual Equality Report[95] Transport for London (2011) Bus diversions communications[96] Transport for London (October 2013) Attitudes to safety and security



Glossary16+ Oyster photocard Entitles those aged 16-18 to reduced travel fares

18+ Student Oyster photocard

Entitles those aged 18+ and in full-time education to a 30 per cent reduction in various ticket costs

AMTS Accessibility Mystery Travel Survey

Accompanied journeys

Journeys made for the purposes of market research where a respondent and interviewer travel together

Barclays Cycle Hire A public bicycle sharing scheme launched in London in 2011

Barclays Cycle Superhighways

Cycle routes that run between central London and Outer London

BlackBerry Another type of smartphone

Bus Pass A ticket valid for a specified time giving unlimited travel on London bus services

Congestion ChargeA pricing system which charges drivers for entering a defined zone within specific time periods, aimed to reduce traffic congestion

DaR (Dial-a-Ride)A door-to-door transport service for disabled people who are unable (or almost unable) to use public transport services

DE social gradeRefers to households where the chief income earner works in a semi/unskilled manual profession, is a causal worker or is unemployed with state benefits

DeprivationIs calculated by combining a number of indicators (which cover economic, social, environmental, housing, crime, education and health issues) to give an understanding of quality of life

Deprivation deciles Areas divided into tenths based on the severity of deprivation

Disabled person’s Freedom Pass A Freedom Pass specifically for disabled people

DLR (Docklands Light Railway) A light rail system in London

Door-to-door service Provide disabled people with transport from the exact journey origin to the exact destination

Equivalised A measure of household income that takes household



household income size and composition into account. It is used to compare real levels of income per person

Ethnicity: Asian Includes Asian Indian, Asian Pakistani, Asian Bangladeshi and Asian other

Ethnicity: BAME (black, Asian and minority ethnic)

Includes black Caribbean, black African, black other, Asian Indian, Asian Pakistani, Asian Bangladeshi, Asian other, mixed white and black Caribbean, mixed white and black African, mixed white and Asian, mixed other, Chinese and other ethnic groups

Ethnicity: Black Includes black Caribbean, black African and black other

Ethnicity: MixedIncludes mixed white and black Caribbean, mixed white and black African, mixed white and Asian and mixed other

Ethnicity: Other Includes Arab and other ethnic groups

Ethnicity: White Includes white British, white Irish and white other

Freedom Pass

Concessionary pass issued free by local authorities to London residents who meet an age criteria and to disabled people, which gives unlimited travel within Greater London by National Rail, DLR, London Tramlink, buses and Underground

Full car driving licence

A licence which permits the holder to drive cars (excludes provisional driving licence)

iPad A tablet computer designed by Apple

iPhone A popular smartphone designed by Apple

Journey Planner TfL’s electronic search engine that allows users to plan their journeys in advance of making them

Journey purpose The reason for travelling

Journey purpose: Education

Travel as a pupil or student to or from school, college or university. Or travel to accompany a child to or from school

Journey purpose: Leisure

Travel to or from entertainment, sport or social activities

Journey purpose: Other

All travel purposes not otherwise classified, including accompanying or meeting another person, and travelling to or from a place of worship



Journey purpose: Other work related

Travel in the course of work, or to a location that is not the traveller’s usual workplace

Journey purpose: Shopping and personal business

Travel for shopping and use of services such as hairdressers, dry-cleaners, doctors, dentists, banks, solicitors etc

Journey purpose: Usual workplace Travel to or from the traveller’s usual place of work

Laptop A portable computer, small enough to be used on a person’s lap

LGB (Lesbian, gay and bisexual) Describes lesbian, gay and bisexual people

LGBT (Lesbian, gay, bisexual and transgendered)

Describes lesbian, gay, bisexual and transgender people

London taxi/black cabTaxis available in London of the distinctive Hackney carriage style. These taxis are available to flag down on the street

Londoners People who live in one of the London boroughs

LTDS (London Travel Demand Survey)

A major customer research project by TfL exploring Londoners’ travel patterns

Netbook Similar to a laptop but smaller

Older person’s Freedom Pass

A Freedom Pass specifically for those meeting an age criteria

Oyster cardA ‘smartcard’ that can be used as a season ticket (eg for bus passes and Travelcards) or to pay for travel on a ‘pay as you go’ basis using credit held on the card

Oyster PAYG (pay as you go)

Oyster cards can hold electronic funds of money. With each use, this fund decreases until the user loads more money on to their card

Priority seating Seats available on public transport for those less able to stand

Public transportAny of the following transport modes: bus, tram, London Underground, DLR, London Overground, rail, taxis and minicabs

Senior/Disabled Persons Railcard

Senior Railcard entitles those aged 60 and over to a third off rail travel across Britain. The Disabled Persons Railcard offers a third off rail travel across Britain for disabled people

SmartphoneAn advanced mobile phone that combines the functions of traditional mobile phones alongside more advanced computerised functions



STaN (Safer Travel at Night)

An initiative to reduce the use of illegal (unbooked) minicabs in London, specifically targeted at women aged 16-34

Tablet computer A hand-held, flat, touch-screen computer

Taxi/minicab (PHV: private hire vehicle)

Other forms of taxi which are not London taxis/black cabs. These taxis should be booked in advance

Taxicard Provides subsidised door-to-door transport in taxis and private hire vehicles for disabled people

Transport mode The travel method used eg car, bus, walk, cycle

TravelcardA ticket valid for unlimited travel on National Rail, buses, DLR, London Tramlink and Underground, subject to certain conditions within specific fare zones and for a specified time period

TripA complete door-to-door movement by an individual to achieve a specific purpose (eg to go from home to work)

Trip-chainingJourneys which have separate stages for consecutive purposes. Taking a child to school and then completing personal business is an example of trip-chaining

Trip rate The number of trips made per person per day

Under 16 Oyster photocard

Entitles children under the age of 16 to free travel on buses and trams, and reduced travel on the Tube, DLR, Overground and some National Rail services

Unequivalised household income

A measure of household income that does not take household size and composition into account

Working full-time People in paid employment normally working for more than 30 hours a week

Working part-time People in paid employment working for not more than 30 hours a week

Young Person’s Railcard (16-25 Railcard)

Entitles those aged 16-25 to a third off rail travel across Britain

Zip card Refers to Oyster photocards which entitle young people to travel at a free or discounted rate



Appendix A: Equality groups in London boroughsThe data tables on the following pages give the proportion of equality groups in each London borough. The proportion of BAME, women, older, younger, disabled people and Londoners with low incomes are listed in order of highest proportion.

Proportion of BAME residents by London borough [2]

Borough % Newham 71Brent 64Harrow 58Redbridge 57Tower Hamlets 55Ealing 51Hounslow 49Waltham Forest 48Southwark 46Lewisham 46Hackney 45Croydon 45Lambeth 43Barking and Dagenham

42

Haringey 39Enfield 39Hillingdon 39Westminster 38Greenwich 38Barnet 36Merton 35Camden 34Islington 32Hammersmith and Fulham

32

Kensington and Chelsea

29

Wandsworth 29Kingston upon Thames

26

City of London 21Sutton 21Bexley 18Bromley 16Richmond upon Thames

14

Havering 12



Proportion of women residents by London borough [2]

Borough % Bromley 52Bexley 52Havering 52Enfield 52Wandsworth 52Barking and Dagenham

52

Barnet 52Croydon 52Sutton 51Hammersmith and Fulham

51

Richmond upon Thames

51

Kingston upon Thames

51

Lewisham 51Camden 51Islington 51Kensington and Chelsea

51

Merton 51Harrow 51Haringey 51Southwark 51Redbridge 51Hackney 50Greenwich 50Hillingdon 50Lambeth 50Waltham Forest 50Ealing 50Hounslow 50Brent 50Westminster 49Tower Hamlets 48Newham 48City of London 45



Proportion of older residents by London borough [2]

Borough % Havering 18Bromley 17Bexley 16Harrow 14Sutton 14City of London 14Richmond upon Thames

14

Barnet 13Kingston upon Thames

13

Hillingdon 13Croydon 12Enfield 12Redbridge 12Merton 12Kensington and Chelsea

12

Westminster 11Ealing 11Hounslow 11Camden 11Brent 10Barking and Dagenham

10

Greenwich 10Waltham Forest 10Hammersmith and Fulham

9

Islington 9Lewisham 9Haringey 9Wandsworth 9Southwark 8Lambeth 8Hackney 7Newham 7Tower Hamlets 6



Proportion of younger residents by London borough [2]

Borough % Newham 39Barking and Dagenham

38

Tower Hamlets 37Enfield 35Greenwich 35Hackney 34Hillingdon 34Waltham Forest 34Redbridge 34Lewisham 33Croydon 33Brent 33Haringey 32Hounslow 32Barnet 32Bexley 32Southwark 32Harrow 32Ealing 32Kingston upon Thames

32

Lambeth 31Camden 31Sutton 30Havering 30Merton 30Islington 30Hammersmith and Fulham

29

Bromley 29Richmond upon Thames

28

Wandsworth 28Westminster 27Kensington and Chelsea

26

City of London 18



Proportion of disabled residents by London borough [2]

Borough % City of London 17Havering 17Barking and Dagenham

16

Islington 16Bexley 16Redbridge 15Enfield 15Waltham Forest 15Greenwich 15Harrow 15Bromley 15Croydon 15Newham 14Tower Hamlets 14Hackney 14Westminster 14Barnet 14Camden 14Haringey 14Brent 14Hillingdon 14Lewisham 14Southwark 14Sutton 14Ealing 14Hounslow 14Lambeth 13Hammersmith and Fulham

13

Merton 13Kingston upon Thames

12

Kensington and Chelsea

12

Wandsworth 11Richmond upon Thames

11



Proportion of lower income residents by London borough [7]



Borough % Harrow 51Tower Hamlets 48Barking and Dagenham

48

Brent 47Hackney 45Haringey 44Lewisham 42Enfield 41Greenwich 41Newham 40Southwark 39Camden 39Westminster 38Lambeth 38Islington 37Hammersmith and Fulham

37

Havering 37Croydon 37Ealing 37Hounslow 36Hillingdon 35Kensington and Chelsea

34

Bexley 33Redbridge 33Kingston upon Thames

31

Sutton 31Waltham Forest 30Barnet 29Wandsworth 28Merton 28Bromley 27City of London 27Richmond upon Thames

23



Documents

Understanding the travel needs of diverse communities · Web viewUnderstanding the travel needs of London’s diverse communities. A summary of existing research. Contents