TfL introduces new fault-reporting technology in Tube station lifts to improve journey planning for people with access needs

A third of lifts on TfL’s transport network now automatically report when they are out-of-service, with real-time updates sent to journey planning tools. This allows people with step-free access needs to plan their journeys with more certainty and confidence. 

Step-free access is crucial for many TfL customers, including some disabled people, people with prams and pushchairs and those carrying luggage. A lift going out-of-service can force someone to abandon their journey or make alternative arrangements, which can lengthen or disrupt their journey.

Currently, 93 lifts at 28 Tube stations now self-report as out of service without the need to be reported by station staff. This new technology means journey planning tools, including the free TfL Go app and Journey Planner, are updated more quickly, and enables staff to seek assistance and get the lifts back into operation sooner.

The project is ongoing, with the first phase focussing on busy central London interchange Tube stations, including Bond Street, London Bridge and Tottenham Court Road, and end of the line stations such as Cockfosters and Morden. TfL will look to implement more than 20 further lift upgrades by the end of March 2026 as part of the first phase.

The second phase, beginning in 2026, will upgrade the remaining lifts on the Tube network, in addition to those across the TfL network on the Elizabeth line, London Overground, the IFS Cloud Cable Car and at Hammersmith Bus Station. Self-reporting lifts are a key commitment from TfL’s customer inclusion plan, Equity in Motion, which sets out more than 80 commitments to make the London transport network fairer, more accessible and more inclusive.

Emma Strain, TfL’s Customer Director, said: "It’s so important that people have access to accurate information when they plan journeys on our network, and that’s especially true for those who need step-free access. Real-time updates for out-of-service lifts minimise the chance that people need to change their plans once their journey’s begun, and the frustration and inconvenience that can go with that.

"We’re absolutely committed to ensuring that as many people as possible can benefit from public transport and all that London has to offer. As we observe International Day of Persons with Disabilities today, we look forward to introducing self-reporting lift technology more widely on our network, whilst also building momentum with progress on all our Equity in Motion commitments."

Deputy Mayor for Transport, Seb Dance, said: "Creating a truly inclusive transport network is an essential part of the Mayor’s Transport Strategy.

"This new fault-reporting technology is an important step forward, giving customers who rely on step-free access up-to-date information so they can plan their journeys with confidence, and will also prompt quicker lift repairs to keep London moving.

"Improvements like this underscore the Mayor and TfL’s commitment to making our transport network as accessible as possible, as we continue building a fairer London for everyone."

Michael Roberts, CEO at London TravelWatch, said: "We have been calling for real-time lift updates for a while now, so the news that a third of lifts can self-report when they are out of action is a positive move in the right direction, as is the plan to extend the initiative to other Tube stations. More widely, there is much still to do – from reversing the increase in lift closures in recent years to improving the availability of staff to help passengers and ensuring effective disability equality training is rolled out to all frontline Underground staff. We look forward to continued progress under TfL’s Equity in Motion strategy."

Equity in Motion’s commitments include measures to improve accessibility on the London Underground network. There are currently 93 step-free access Tube stations, with upgrades to Knightsbridge made earlier this year and a new step-free entrance at Battersea Power Station in October, while several other projects are ongoing and feasibility studies are underway to identify the next stations for upgrades. Self-reporting lift technology will be set as standard for all new step-free access stations.

Since its launch in 2024, Equity in Motion has continued to grow through research, reviews and feedback and now comprises 109 actions. So far more than 41 actions have been completed, including:

• New Disability Equality Training for frontline London Underground staff, developed with training experts with lived experience of disability
• Access DLR, a free travel assistance service for anyone aged 18 or older who needs extra support from trained staff, being made a permanent service offering following positive feedback from a trial
• A new priority seat design, which makes priority seating easier to identify, on new DLR and Piccadilly line trains and refurbished Central, Waterloo & City line and Elizabeth line trains

Work on a range of other actions is currently in progress, including looking into assessing the feasibility of step-free access at a further 17 stations on the TfL network, and increasing and improving toilet provision on the TfL network following the Mayor’s biggest ever investment in new facilities. An audit is also being carried out to identify stations that neurodivergent customers may find more difficult to navigate and a pilot to make improvements based on principles of Design for the Mind. Longer-term actions to be completed include work to ensure electric vehicle charge points and vehicles consider inclusivity in their design.

Earlier this year Snowball, the pioneering app described as ‘TripAdvisor for the disabled community,’ joined forces with TfL to integrate all the accessible stations on the London transport network into its mobile app, making it easier for disabled people to plan outings in the capital. TfL is now working with Snowball to integrate London bus stops into the app to further support people with accessibility needs to travel in London.